Create a next-generation call center with Watson Assistant Phone Integration

Watson Assistant offers a method to incorporate a set of orchestrated Watson services with a public or private telephone network by utilizing the Session Initiation Protocol (SIP). This code pattern walks you through an example that allows you to automate your call centers utilizing Watson Assistant, Watson Speech to Text and Watson Text to Speech, without needing to orchestrate between all of the different services yourself. The Watson Assistant Phone Integration feature does that for you.
Watson Assistant allows direct voice interactions over a telephone with an expert system (AI) self-service agent. Watson Assistant assists you:

Enhance telephone-based customer support: Connect IBM Watson services to your telephone systems, allowing it to address questions from callers, perform call triage, and transfer the call to the suitable agents.
Drive down costs: Reduce costs by utilizing IBM Watson Assistant to deal with a few of your calls rather of utilizing call center representatives.

When you have completed this code pattern, you will understand how to:

Arrangement Watson Assistant, Speech to Text and text to Speech services on IBM Cloud
Import a sample call center dialog to Watson Assistant
Connect Watson Assistant to Twilio utilizing the SIP communication protocol
Improve speech acknowledgment accuracy by creating a Watson Speech to Text custom language design with a grammar (optional).

Discover the detailed guidelines in the README. These actions explain how to:.

Produce Watson services on IBM Cloud.
Configure Watson Assistant Phone Integration and Twilio.
Import the dialog ability into Watson Assistant.
Create a Speech to Text custom language model.


User phones a call center contact number that is related to a Twilio SIP Trunk.
The Twilio number links to Watson Assistant on IBM Cloud through the SIP communication procedure.
Watson Assistant utilizes Watson Speech to Text to transcribe user input. Based on user input, specific circulations in Watson Assistant will be activated and, as required, the circulation switches between a basic purpose or customized Speech to Text model.
Text reactions from Watson Assistant are synthesised into audio using Watson Text to Speech.
Watson Assistant sends the audio back by using the Twilio SIP Trunk.
The resulting audio is repeated to the user.

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