Add phone integration to the IBM Watson chatbot through Speech To Text and Text To Speech

RainbowTalks
26 Sept 202206:15

TLDRIn this tutorial, Srivani demonstrates how to integrate Automatic Voice Recognition (AVR) with IBM Watson Assistant on the IBM Cloud. She explains the process of creating an instance, setting up intents, entities, and dialogue nodes for a bot designed to provide insurance details over the phone. Srivani also details the integration with Twilio for phone connectivity, adding speech-to-text and text-to-speech services, and using Twilio Flex for call transfers to agents. The video concludes with a demonstration of the bot verifying a customer's identity and providing policy premium status, showcasing the seamless integration of voice services with Watson Assistant.

Takeaways

  • πŸ˜€ Srivani demonstrates how to integrate AVR (Automatic Voice Recognition) with IBM Watson Assistant on the IBM Cloud.
  • πŸ” She provides a walkthrough of instantiating Watson service on IBM Cloud, choosing between the 'light' and 'trial' plans.
  • πŸ“ Srivani explains the concepts of intents, entities, and dialogue nodes in the context of building a Watson bot.
  • πŸ“ž She details the process of setting up phone integration using Twilio for connecting phone calls to Watson Assistant.
  • πŸ†“ She mentions that Twilio offers a free trial up to one month, after which an upgrade is necessary.
  • πŸ“ž Srivani guides through creating a SIP trunk and activating a phone number for Twilio integration.
  • πŸ—£οΈ She adds the necessity of integrating Speech to Text and Text to Speech services for handling voice inputs and outputs.
  • πŸ‘€ She introduces the option to transfer calls to an agent using Filio Flex and discusses security options.
  • πŸ“ž Srivani tests the integration by making a call to confirm customer identity and inquire about policy details.
  • πŸ“ The bot successfully verifies the customer's identity and provides information about premium status on a policy.
  • πŸ‘ The demonstration concludes with a positive customer interaction, showcasing the bot's capabilities.

Q & A

  • What is the topic of the video transcript provided?

    -The video transcript is about adding phone integration to the IBM Watson chatbot through Speech To Text and Text To Speech services.

  • Who is the speaker in the video transcript?

    -The speaker in the video transcript is Srivani.

  • What platforms are available for the IBM Watson Assistant service?

    -The platforms available for the IBM Watson Assistant service are the 'light' and 'trial' plans.

  • What are intents in the context of the IBM Watson Assistant?

    -Intents in the context of the IBM Watson Assistant are user references that represent the user's input and the information provided to Watson.

  • What do entities represent in the IBM Watson Assistant?

    -Entities in the IBM Watson Assistant are used to store context variables.

  • What is the purpose of dialogue nodes in the IBM Watson Assistant?

    -Dialogue nodes in the IBM Watson Assistant are used to manage the conversation flow and guide the interaction with the user.

  • Which third-party service is used for phone integration with the IBM Watson Assistant?

    -Twilio is used as a third-party service for phone integration with the IBM Watson Assistant.

  • What is the role of Speech To Text and Text To Speech services in the phone integration?

    -Speech To Text and Text To Speech services are used to convert spoken language to text and text to spoken language, respectively, enabling phone interactions with the IBM Watson Assistant.

  • What is the purpose of creating a Twilio account for phone integration?

    -Creating a Twilio account allows for connecting phone services with the IBM Watson Assistant, enabling voice interactions.

  • What is the significance of the SIP trunk in the context of Twilio?

    -The SIP trunk in the context of Twilio is used to establish a connection between the phone system and the IBM Watson Assistant.

  • How does the integration with Filo Flex help in the phone integration process?

    -Filo Flex provides advanced options for call transfers to agents and enhances security during the phone integration process.

Outlines

00:00

πŸ˜€ Introduction to AVR Integration with Watson Assistant on IBM Cloud

In this paragraph, Srivani introduces the topic of AVR (Automatic Voice Recognition) integration with the Watson Assistant on the IBM Cloud platform. She mentions that she has previously created videos explaining how to create an instance of Watson Assistant and how to develop a dialogue skill, including the basics of intents, entities, and dialogue nodes. Srivani walks through the process of instantiating the Watson service on IBM Cloud, selecting a plan (light or trial), and discusses the use of intents to capture user references and entities to store context variables. She also demonstrates how she has trained a bot for providing insurance details over the phone and outlines the steps for integrating phone services using Twilio, including setting up a Twilio account, creating a SIP trunk, and adding necessary details to the Watson Assistant for phone integration.

05:09

πŸ“ž Customer Interaction Simulation with the Watson Assistant

This paragraph presents a simulated customer interaction with the Watson Assistant. The scenario involves a customer calling from a registered mobile number, and the system verifying the customer's identity. The customer inquires about the premium status of their insurance policy, which the assistant confirms as successfully received and accounted for on a specific date. The assistant then asks if there is anything else they can assist with, to which the customer responds negatively. The conversation ends on a positive note, with the assistant thanking the customer for connecting.

Mindmap

Keywords

πŸ’‘AVR integration

AVR integration refers to the process of adding voice recognition and response capabilities to a chatbot, enabling it to interact with users through spoken language. In the context of the video, AVR stands for Automatic Voice Recognition and is a key aspect of phone integration with IBM Watson. The script describes how to integrate this feature to allow the chatbot to handle insurance inquiries over the phone, enhancing user interaction and accessibility.

πŸ’‘IBM Watson

IBM Watson is an AI platform that provides a range of services including natural language processing, machine learning, and data analytics. In the video, Watson Assistant is used to create a chatbot capable of handling customer service tasks. The script details the process of setting up and configuring Watson Assistant on the IBM Cloud, which is part of IBM's suite of cloud computing services.

πŸ’‘IBM Cloud

IBM Cloud is a cloud computing platform that provides a variety of services including cloud storage, analytics, and AI capabilities. The video script explains how to log into IBM Cloud and use it to instantiate Watson Assistant services. It is the platform where the chatbot is hosted and where its functionalities are managed and integrated.

πŸ’‘Dialogue skill

A dialogue skill in the context of the video refers to a specific capability of the Watson chatbot to handle a particular type of conversation or task. The script mentions creating a dialogue skill for sending insurance details, which involves training the bot to understand and respond to user queries about insurance premiums and due dates.

πŸ’‘Intents

Intents are user references or commands that the Watson chatbot is trained to recognize and respond to. In the video, intents are used to categorize and handle different types of user inputs, such as inquiries about insurance premiums. They are a fundamental part of training the chatbot to understand and process user requests.

πŸ’‘Entities

Entities are context variables used within the Watson chatbot to store and manage information relevant to the conversation. In the script, entities are mentioned as a way to store details such as premium amounts and due dates, which are then used by the chatbot to provide accurate responses to user queries.

πŸ’‘Dialogue nodes

Dialogue nodes are components within the Watson chatbot that represent different stages or steps in a conversation. The script describes creating dialogue nodes for a bot designed to send insurance details, which would include nodes for gathering information about the premium and due date, and for providing that information to the user.

πŸ’‘Phone integration

Phone integration in the video refers to the process of connecting the Watson chatbot to a telephony system, allowing it to receive and make phone calls. The script explains using Twilio, a third-party service, to enable phone integration, which is crucial for handling customer service inquiries over the phone.

πŸ’‘Twilio

Twilio is a cloud communications platform that provides APIs for voice, messaging, and phone number management. In the context of the video, Twilio is used to connect the Watson chatbot to a phone line, enabling it to handle voice calls. The script details the steps to create a Twilio account and set up phone integration with Watson.

πŸ’‘Speech To Text

Speech To Text is a service that converts spoken language into written text. In the video, this service is integrated with the Watson chatbot to allow it to understand and process voice inputs from users. The script mentions creating an account for Speech To Text services to enable this functionality.

πŸ’‘Text To Speech

Text To Speech is the inverse of Speech To Text, converting written text into spoken language. The video script explains integrating this service with the Watson chatbot so that it can respond to users with voice outputs, enhancing the interactive capabilities of the bot.

πŸ’‘Filio Flex

Filio Flex is mentioned in the script as a tool that can be used to transfer calls to an agent if needed. While not fully explained in the script, it suggests a feature or service that allows for more advanced call handling and routing within the integrated phone system.

Highlights

Introduction to AVR integration in Watson Assistant on IBM Cloud.

Explanation of how to instantiate Watson service on IBM Cloud.

Selection of the free plan options: light and trial.

Provisioning and using the Watson Assistant trial plan.

Understanding intents, entities, and dialogue nodes in Watson Assistant.

Creating a bot for sending insurance details over the phone.

Training the bot with sample dialogues for insurance premium inquiries.

Integration of phone services using third-party providers like Twilio.

Creating a Twilio account and setting up Elastic SIP Trunks.

Activating a free member number for Twilio account.

Adding Speech to Text services for phone integration.

Automatic creation of Speech to Text and Text to Speech services.

Utilizing Filio Flex for call transfers to agents with security options.

Enabling the assistant to handle queries over the phone.

Demonstration of the bot verifying customer identity and policy details.

Providing information on premium status and policy details.

Closing the interaction with customer satisfaction.

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