Analyse call recordings with Watson

Share this post:

Typically the large volumes of calls handled by a call centre are recorded. Calls are recorded for training purposes, quality control or for regulatory/compliance reasons. While organizations often store large volumes of call recordings, they’ve no means to extract value from these calls without turning to humans to actively listen to the recordings. The Call Analytics with Watson asset aims to address this challenge providing the capability to analyse call recordings with Watson.

What is Call Analytics with Watson?

Built as a web application that can be hosted on IBM Cloud, the Call Analytics asset leverages Watson services to gather insights from call recordings. Using Cloud Object Storage, Speech to Text, Tone Analyzer and Natural Language Understanding, the asset transcribes the call recording, identifies the tone of each speaker through the course of the call and highlights keywords and entities referenced on the call. Storing these insights in a relational data store (Db2 Warehouse on Cloud) allows an organisation’s BI team use familiar reporting tools to extract business value from this otherwise dark data.

How do I get started?

The source to build and deploy the Call Analytics with Watson asset is available on GitHub. Simply provision the required set of services on IBM Cloud, follows the build/deploy instructions, then run the Call Analytics web application to derive real-time insights from call recordings.

Solutions Architect, Watson & Cloud Platform

More Products stories
March 20, 2019

Getting Started with the Couchbase Autonomous Operator on IBM Cloud Kubernetes Service

We're excited to be working with Couchbase Server to bring you this step-by-step guide to "Getting Started with the Couchbase Autonomous Operator on IBM Cloud Kubernetes Service."

Continue reading

March 19, 2019

Cloudant Best (and Worst) Practices — Part 2

As outlined in "Cloudant Best (and Worst) Practices—Part 1," I’ve had the unique opportunity to see IBM Cloudant from all angles—the customers who use it, the engineers that run it, and the folks who support and sell it—and I'm here to summarize the best—and worst! — practices we see most often in the field.

Continue reading

March 18, 2019

Cloudant Best (and Worst) Practices — Part 1

As providers of the Cloudant database service, we'd like to summarize the best—and worst!—practices we see most often in the field. This is Part 1 of a two-part post.

Continue reading