Getting started with Voice Gateway

Use the Voice Gateway service to enable direct voice interactions over a telephone with a cognitive self-service agent or to transcribe a phone call between a caller and agent so that the conversation can be processed with analytics for real-time agent feedback. Voice Gateway orchestrates Watson services and integrates them with a public or private telephone network by using the Session Initiation Protocol (SIP).

With Voice Gateway you can set up self-service agents and agent assistants.

• Self-service agents are similar to an Interactive Voice Response (IVR) system, which provides an automated way to communicate with callers by using audio over a telephone call. With IBM Voice Gateway, self-service agents communicate in a more conversational manner and can handle complex interactions that are difficult for traditional IVRs.
• Agent assistants provide a way to run real-time analytics on a phone call between a caller and a live human agent by converting the voice streams into text. These text utterances can then be processed with services outside of Voice Gateway, such as the Watson Discovery service, to generate useful information that an agent can immediately use to help a caller.