Contribute in GitHub:

Favorite links: Learn, Try, Do

On this page are videos, blogs, services, guides, articles, and technical documents to help you learn more about IBM Voice Gateway, IBM Voice Agent with Watson, Watson Text to Speech, Watson Speech to Text, and Watson Assistant.

Learn

Videos

Voicebot architectures for contact center transformation (16:25 min) - A look under the hood at some of the ways AI is being injected into call centers, including voicebots that understand natural language and cognitive assistants that help reduce call hold times with live agents (Slides)
Live demo of Voice Agent with Watson (27:50 min) - Live demo interaction with voice agents using Portuguese and Spanish (presentation in English) (Slides)
Chatmantics: From concept to production in three months on IBM Cloud (1:35 min) - Presentation from Think 2019 about how Chatmantics integrates IBM Voice Agent with Watson on IBM Cloud into its clients’ contact centers

Customer case studies

Code Objects - CodeObjects uses IBM Watson technology to develop InsurBot.ai, an AI assistant that eliminates call center holds, reduces costs and helps put anxious customers on the road to recovery quickly
Chatmantics - By integrating IBM Voice Agent with Watson into its clients’ contact centers, the company automates customer interaction, inquiries, qualification and information-gathering, freeing up customer service agents to focus on the most important calls and cutting acquisition costs dramatically
Regions Bank - Regions Bank uses Watson Assistant in its Banker Assist service to help employees with customer inquiries, resolving customer service needs faster
MRS BPO, LLC - MRS BPO, LLC sees a 100% reduction in call wait time, a 90% greater call capacity, and 20% greater revenue per call using virtual agents powered by IBM Voice Gateway and IBM Watson Assistant
Air France - Air France KLM welcomes a vocal robot from IBM Watson Assistant
Humana - IBM Watson Assistant for Customer Service answers healthcare providers’ questions at Humana

Blogs

Transforming Customer Experience on Call Centers (Jay Zeltzer, IBM WW Hybrid Cloud Sales Leader)
Update to Voice Agent with Watson
Brian Pulito's Blog (Includes "The cognitive future of customer service with IBM Voice Gateway" and "Why your company should be considering a cognitive IVR system")

Presentations

Voice Gateway/Voice Agent presentation at Think 2019 - How Watson Assistant helps improve user experience in voice applications (particularly telephone customer support).
Voice Gateway technical presentation - Voice agents, Voice Gateway, Watson AI, and pros and cons of deploying in public and private clouds

Technical Docs

List of languages supported - Languages supported by Voice Gateway/Voice Agent, Watson Speech to Text, Watson Text to Speech, and Watson Assistant
Tips for sizing and building a Voice Gateway/Voice Agent environment - Useful list of hints, tips, requirements, and considerations, with links for more information
IBM Voice Gateway Network Integration whitepaper - Details multiple integration scenarios

Try

Hear for yourself

Voice Gateway live demo (English) - Dial +1 984-205-1023 and follow the linked script to hear Voice Gateway in action
Voice Gateway live demo (Spanish) - Dial +1 855-315-3068 and follow the linked script to hear Voice Gateway in action
Voice Gateway live demo (Portuguese) - Dial +1 844-743-5441 and follow the linked script to hear Voice Gateway in action
Voice Gateway demos in several languages - Presentation with phone numbers to call and scripts to follow to hear Voice Gateway in action (English, Portuguese, Spanish, Japanese, French, German)

Try it yourself

Voice Agent with Watson getting started - Set up a cognitive voice agent that you can call from any phone
Watson Speech To Text service - Set up the Watson Speech to Text service, which transcribes the caller's speech into text for processing in self-service agents and agent assistants
Watson Text To Speech service - Try the Watson Text to Speech service by submitting text in one of several languages for conversion to synthesized audio output

Do

Follow-along videos

IBM Voice Agent with Watson (7:00 min) - Create a Voice Agent with Watson
From Chatbot to Voicebot (11:20 min) - Transform a Chatbot using Watson Assistant into a Voicebot using IBM Voice Agent with Watson
Broaden the conversation with service orchestration 1 (11:43 min) - Use a service orchestration engine (SOE) to expand the capabilities of IBM Voice Gateway
Broaden the conversation with service orchestration 2 (31:28 min) - Set up Watson services and IBM Voice Agent with Watson, set up a Twilio SIP trunk, and build a simple service orchestration engine
Broaden the conversation with service orchestration 3 (34:44 min) - Set up a more complicated life insurance dialog in the Conversation service and configure the service orchestration engine to provide a personalized quote based on caller input
Broaden the conversation with IBM robotic process automation (12:43 min) - Use Voice Gateway with Robotic Process Automation (RPA) to integrate with core systems

Guides

Build a voice agent from scratch using the Voice Agent with Watson product - Build a voice agent using several hands-on workshops in PDF format
Improve Watson Speech To Text using language model customization - Create a custom language model for the Watson Speech to Text service (IBM Cloud)
Create a custom language model
Improve Watson Speech to Text by creating a custom acoutic model - Create a custom acoustic model for the Watson Speech to Text service (IBM Cloud)
Create a custom acoustic model
Improve Watson Text To Speech using SSML and expressive model - Learn how to use SSML with speech applications to specify pronunciation, volume, pitch, speed, and other attributes via markup
Build a Watson Assistant dialog - Define what your Watson Assistant says in response to customer input, based on what it believes the customer wants

Code samples

Samples to jumpstart development with Voice Gateway (link to GitHub repository)
Tips that can help in a variety of scenarios (link to GitHub repository)