0

A new article about Tone Analyzer, on IBM site. See and excerpt and the link to the article

Key Points:

  • Knowing whether a customer is frustrated or satisfied with their interaction is a must-have for Contact Center reps and managers to assess customer satisfaction.
  • The new endpoint was trained on customer support conversations on twitter, and tones included are frustrated, sad, satisfied, excited, polite, impolite and sympathetic.
  • The Tone Analyzer service detects the above mentioned tones both from the customer’s and the agent’s text conversations.

We are pleased to announce the launch of a new Tone Analyzer endpoint trained for Customer Engagement scenarios. The new endpoint was trained on customer support conversations on twitter, and the tones included are frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Currently, the new endpoint is Beta functionality in the IBM Watson Tone Analyzer service. Given a textual conversation between a customer and an agent or company representative, the service detects the above mentioned tones both from the customer’s and the agent’s text.

Why Did We Build the Tone Analyzer for Customer Engagement Endpoint?

Ever since we released the IBM Watson Tone Analyzer Service, we have gotten feedback from our clients that they would like to use the service to analyze the logs from contact centers, chatbots, and other customer support channels. We worked with clients to figure out what those tones should be and came up with an answer. Turns out tones such as frustration, satisfaction, excitement, politeness, impoliteness, sadness and sympathy are important to detect while analyzing customer engagement data. You asked for it, so, here you have it!