Configuring the IBM Watson Tone Analyzer service

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 your customers' tone in an email or chat conversation and respond appropriately.

Related topic

Creating-an-application-configuration-to-test-cognitive-tone-analysis

Important

IBM Watson Assistant will be retiring its Tone Analyzer capability by February 2023, a user sentiment detection within BMC Helix Innovation Studio applications. BMC will no longer activate new BMC Helix Innovation Studio customers with IBM Watson's Tone Analyzer capability effective April 13, 2022.

BMC is reviewing options with IBM for potential replacement capabilities for its intelligent user sentiment detection.

To leverage the IBM Watson Tone Analyzer service in an application, you must provide the Tone Analyzer credentials in BMC Helix Innovation Studio, and add the tone score threshold. The default value of the tone score threshold is 0.5. This value determines whether a tone identified by the Tone Analyzer service should be included in the analysis results. 

Example of tone score threshold settings and results

The tone threshold score is set to the default value of 0.5. The Tone Analyzer service scores sadness and frustration at 0.65 but scores satisfaction at 0.45.

In the analysis results, the sadness and frustration tones are included, but the satisfaction tone is omitted.

Before you begin

Make sure that:

To configure the Tone Analyzer service API key

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and chatbot > Cognitive service.
  3. From the Configure list, select Cognitive service connections.
  4. Click the IBM Watson Tone Analyzer section.
  5. In API key, enter the key that you received earlier. 
  6. To test the connection, click Test connection.
  7. After verifying the connection is successful, click Save.

You have configured the connection between BMC Helix Innovation Studio and the IBM Watson Tone Analyzer service. 

To specify the tone score threshold

To change the default value of the tone score threshold, perform the following steps:

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Cognitive and chatbot > Cognitive service.
  3. From the Configure list, select Tone analyzer.
  4. In the Tone score threshold, enter a value between 0.5 and 1.0. 
  5. Click Save.


 

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