This documentation supports the 23.3 version of BMC Helix Innovation Suite (AR System and BMC Helix Innovation Studio).

To view an earlier version, select the version from the Product version menu.

Configuring tone analysis in applications

The BMC Helix Innovation Studio service analyzes written documents to detect emotional and language tones such as sad, frustrated, and happy. You can use this service to understand your customers' tone in an email or chat conversation and respond appropriately.

To leverage the Tone Analyzer service to analyze user utterances in an application such as chatbot, you must configure the Analyze User Engagement Tone element in a process or rule. You cannot use this element to analyze the tone in larger documents such as an email.

Before you begin

Make sure you have configured the IBM Watson Tone Analyzer service. For more information, see Configuring the IBM Watson Tone Analyzer service.

To configure the Analyze User Engagement Tone element in a process or rule

  1. Log in to BMC Helix Innovation Studio.
  2. On the Workspace tab, click the custom application in which you want to use the IBM Watson service.
  3. Perform one of the following tasks:
    • If you want to create a new process and add the Analyze User Engagement Tone element to the process, select Processes > New
    • If you want to add the Analyze User Engagement Tone element to an existing process, click the Processes tab and select the name of process.
  4. In the palette, from the PLATFORM ACTIONS section, drag the Analyze User Engagement Tone  element to the canvas.
  5. In the Element Properties pane, enter the properties for the Analyze User Engagement Tone element, as described in the following table:

    PropertyDescription
    GENERAL
    LabelEnter a suitable name for the element. For example, Analyze User Engagement Tone.
    DescriptionEnter details about the element.
    INPUT MAP
    Utterance

    Specify a field in the record definition from which you want to take the user utterance for analysis.

    Select Click to build an expression and select the field. For example, select the Description field.

    User

    (Optional) Specify the user who provided the text that you want to analyze.

    Select Click to build an expression and select the field that contains the user name. For example, select the User field.

    Locale

    (Optional) Specify the locale of the user utterance that you want to analyze.

    Select Click to build an expression and select the field that contains the locale.

    If you do not select a locale, English is considered the default locale.

    Important: Only English and French locales are supported by the Tone Analyzer service.

    Tone Score Threshold

    (Optional) If you want to override the tenant-level Tone Score Threshold, enter a value between 0.5 and 1.0. 

    If the tenant-level Tone Score Threshold is not set, the default value of 0.5 is used.

  6. Click Save

Best practice

You can save the results from the Analyze User Engagement Tone element in a new record definition or update an existing record definition by using the Create Record or Update Record actions.

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