co-authored by Leo Mazzoli & Lalit Agarwalla

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IBM® Voice Agent with Watson™ enhances your call center operations by orchestrating Watson services and integrating them with the telephone network. As a critical piece of your solution, it’s important to know that Watson is ready to help when needed.

The Voice Agent (VA) has built-in capabilities that enable the collection of Call Detail Records (CDR) in an external storage service. This post will focus on setting up the event forwarding capability.

What’s Needed

IBM Voice Agent with Watson: Enhances your call center operations by orchestrating Watson services and integrating them with the telephone network

IBM Watson Assistant: Allows you to build conversational interfaces into any application, device, or channel. …


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When evaluating “non-intent” user responses in Watson Assistant (WA), try to use entities instead of evaluating the contents of “input.text”. Entities are both reusable and not case sensitive, meaning you will get cleaner code.

Using “input.text” in WA is a great way to capture and save the input into a context variable for later use or for determining the length of what was said, but for dialog node conditions, it can directly short-cut some of WA’s capabilities and can become a maintenance nightmare.

For example, let’s say the user is asked “Would you like to receive your statement by mail or fax?”. If you use “input.text” to test the user response for the value of “mail” you will miss common variations. …

About

Leo Mazzoli

IBM Watson Cognitive Engineer specializing in conversational AI solutions. All views are my own. lmazzoli@us.ibm.com

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