Tonality

Powered by IBM Watson, the Tonality action allows you to analyze, measure, and act upon the tone and emotion of a voice recording or text. It could be used to alert contact center managers when an angry caller is on the line, prompt your system to request feedback based on tonality, measure trends based on satisfaction, and more!

 

 

Inputs

Text

This field allows you to select which channel you would like to analyze. Select ANI to record the caller, DNIS to record the receiver, and ICALL_#.CHANNEL_ID to record both channels. Depending on how you’ve built your flow, you may have additional channels to analyze like a recording or an SMS.

 

Tonality

This is the assigned name to the measurement. It will look like TONALITY_#.tonality. The # within the name refers to the number assigned to the Tonality block.

 

Evaluating the Tone Assigned

In order to act upon the Tonality measured by SmartFlows, you’ll need to follow it with Switch or Condition. Switch allows for more control over the actions you can take afterwards, so we recommend using Switch.

 

Variable

Select TONALITY_#.tonality to act upon the measurement.

 

Condition

This field allows you to select “contains”, “less than”, or “greater than”. For Tonality values, select “contains”.

 

Value

There are pre-determined values based on Watson’s capabilities. The valid values available for Watson Tone Analyzer are:

  • Anger
  • Fear
  • Joy
  • Sadness
  • Analytical
  • Confident
  • Tentative

For more information about how to use IBM Watson’s Tone Analyzer, click here.