Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Configuring tone analysis in applications

The IBM Watson Tone Analyzer service analyzes written documents to detect emotional and language tones such as sad, frustrated, and happy. You can use this service to understand you 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 analyse the tone in larger documents such as an email.

Before you begin

Ensure that you have configured 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 Tone Analyzer 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
    UtteranceSpecify 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 as the default locale.

    Note: 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

Tip

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.



The following image is an example of configuring the Analyze User Engagement Tone element in a process:


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