{"id":39433,"date":"2016-10-05T19:17:04","date_gmt":"2016-10-05T16:17:04","guid":{"rendered":"https:\/\/www.altoros.com\/blog\/?p=39433"},"modified":"2021-12-14T00:41:49","modified_gmt":"2021-12-13T21:41:49","slug":"automating-customer-interactions-with-ibm-watson-conversation-and-bluemix","status":"publish","type":"post","link":"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/","title":{"rendered":"Automating Customer Interactions with IBM Watson Conversation and Bluemix"},"content":{"rendered":"<p><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-bluemix-watson-conversation-service.png\" alt=\"ibm-bluemix-watson-conversation-service\" width=\"100\" style=\"margin: 0px 0px 20px 20px;\" class=\"alignright size-full wp-image-39434\" \/>Trained to answer frequently asked questions, chatbots can help organizations to automate a variety of customer interactions, engaging team members only in complex situations. In this post, we explain how to work with the <a href=\"https:\/\/cloud.ibm.com\/catalog\/services\/conversation\/\" target=\"_blank\" rel=\"noopener noreferrer\">Watson Conversation<\/a> service in IBM Bluemix for creating chatbots.<\/p>\n<p>&nbsp;<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_79_2 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/#Overview_of_Watson_Conversation\" >Overview of Watson Conversation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/#A_sample_chatbot\" >A sample chatbot<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/#Conclusions\" >Conclusions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/#Further_reading\" >Further reading<\/a><\/li><\/ul><\/nav><\/div>\n<h3><span class=\"ez-toc-section\" id=\"Overview_of_Watson_Conversation\"><\/span>Overview of Watson Conversation<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>You can easily find and create the Conversation service in the IBM Bluemix catalog. The service provides users with a special tool for training chatbots. In the Workspaces section, you can find the list of learned domains for your chatbots.<\/p>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-dashboard.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-dashboard.png\" alt=\"ibm-watson-conversation-dashboard\" width=\"640\" class=\"aligncenter size-full wp-image-39436\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Watson Conversation dashboard<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>If you open a workspace, you will be able to see three tabs:<\/p>\n<ul>\n<li><strong>Intents<\/strong>. The list of learned and programmed actions.<\/li>\n<li><strong>Entities<\/strong>. The list of subjects that Watson will recognize during a conversation.<\/li>\n<li><strong>Dialog<\/strong>. The tool for modeling the schema of a dialog. It enables you to specify sequences of questions and typical answers on these questions.<\/li>\n<\/ul>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-workspace.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-workspace.png\" alt=\"ibm-watson-conversation-workspace\" width=\"640\" class=\"aligncenter size-full wp-image-39437\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Intents in a sample Watson Conversation workspace<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>You can also export all your configurations to JSON files, as well as make requests to the Conversation service using the REST API provided by IBM Watson.<\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"A_sample_chatbot\"><\/span>A sample chatbot<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>To better understand the capabilities of Conversation, let\u2019s take a look at our five-minute \u201cHello, World\u201d chatbot.<\/p>\n<p>The goal was to train the chatbot to use a few sentences for turning lights on and off. To do this, we defined two intents: <em>turn on<\/em> and <em>turn off<\/em>. We also included a number of words that may be used as synonyms and need to be recognized in a user\u2019s text.<\/p>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-intents.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-intents.png\" alt=\"ibm-watson-conversation-intents\" width=\"640\" class=\"aligncenter size-full wp-image-39438\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Intents for our \u201cHello, World\u201d chatbot<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>Then, we defined the <em>light<\/em> entity, specifying words that describe <em>light<\/em> in English.<\/p>\n<p>After that, we provided Watson Conversation with the set of rules on how to answer questions that include the above intents and entity.<\/p>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-dialogs.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-dialogs.png\" alt=\"ibm-watson-conversation-dialogs\" width=\"640\" class=\"aligncenter size-full wp-image-39439\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Sample dialog schema for the demo application<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>For debugging purposes, you can use the embedded chat, trying out different combinations of sentences and investigating how Watson Conversation responds to your requests.<\/p>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-chat.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-chat.png\" alt=\"ibm-watson-conversation-chat\" width=\"640\" class=\"aligncenter size-full wp-image-39440\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Watson Conversation chat<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>When the model is ready, you can start testing it in your application. For this purpose, the service provides a special REST API.<\/p>\n<p><center><a href=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-service.png\"><img decoding=\"async\" src=\"https:\/\/www.altoros.com\/blog\/wp-content\/uploads\/2018\/11\/ibm-watson-conversation-service.png\" alt=\"ibm-watson-conversation-service\" width=\"640\" class=\"aligncenter size-full wp-image-39441\" \/><\/a><\/p>\n<p><small style=\"font-size:13px\"><em>Testing the chatbot with the Watson Conversation REST API<\/em><\/small><\/p>\n<p><\/center><\/p>\n<p>You can find the Watson Conversation JSON model used in <a href=\"https:\/\/gist.github.com\/idrabenia\/49c183c88f5ca434355ef3319cb57577\" target=\"_blank\" rel=\"noopener noreferrer\">this tutorial<\/a>.<\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Conclusions\"><\/span>Conclusions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>We did not experience any difficulties when creating our demo chatbot with Watson Conversation. All the components\u2014the API, services, and UI\u2014seemed to be consistent and simple to use.<\/p>\n<p>With the Bluemix services based on IBM Watson, it is now possible to automate domains that were not possible to automate before. In particular, the Conversation service allows you to create natural dialogs using virtual agents and bots, reducing the pressure on customer service teams.<\/p>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Further_reading\"><\/span>Further reading<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li><a href=\"https:\/\/www.altoros.com\/blog\/analyzing-customer-feedback-emotions-with-ibm-watson-and-bluemix-openwhisk\/\">Analyzing Customer Feedback Emotions with IBM Watson and Bluemix OpenWhisk<\/a><\/li>\n<li><a href=\"https:\/\/www.altoros.com\/blog\/using-spark-streaming-apache-kafka-and-object-storage-for-stream-processing-on-bluemix\/\">Using Spark Streaming, Apache Kafka, and Object Storage for Stream Processing on Bluemix<\/a><\/li>\n<li><a href=\"https:\/\/www.altoros.com\/blog\/processing-data-on-ibm-bluemix-streaming-analytics-apache-spark-and-biginsights\/\">Data Stream Processing on IBM Bluemix: Streaming Analytics, Apache Spark, and BigInsights<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr\/>\n<p><center><small>The tutorial is written by Ilya Drabenia, edited and published by Victoria Fedzkovich and <a href=\"https:\/\/www.altoros.com\/blog\/author\/alex\/\">Alex Khizhniak<\/a>.<\/small><\/center><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trained to answer frequently asked questions, chatbots can help organizations to automate a variety of customer interactions, engaging team members only in complex situations. In this post, we explain how to work with the Watson Conversation service in IBM Bluemix for creating chatbots.<\/p>\n<p>&nbsp;<\/p>\n<p>Overview of Watson Conversation<\/p>\n<p>You can easily find and [&#8230;]<\/p>\n","protected":false},"author":71,"featured_media":39435,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[214],"tags":[873,187],"class_list":["post-39433","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-tutorials","tag-cloud-native","tag-ibm-bluemix"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Automating Customer Interactions with IBM Watson Conversation and Bluemix | Altoros<\/title>\n<meta name=\"description\" content=\"Virtual agents can significantly optimize the operations of customer service departments.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.altoros.com\/blog\/automating-customer-interactions-with-ibm-watson-conversation-and-bluemix\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Automating Customer Interactions with IBM Watson Conversation and Bluemix | Altoros\" \/>\n<meta property=\"og:description\" content=\"Trained to answer frequently asked questions, chatbots can help organizations to automate a variety of customer interactions, engaging team members only in complex situations. 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He has broad experience in building software architectures, including design and development of complex solutions. Ilya is passionate about microservices, domain-driven design, as well as scalable and parallel algorithms. He also holds an MSc degree in Computer Science. 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He has broad experience in building software architectures, including design and development of complex solutions. Ilya is passionate about microservices, domain-driven design, as well as scalable and parallel algorithms. He also holds an MSc degree in Computer Science. See his profile on GitHub.","url":"https:\/\/www.altoros.com\/blog\/author\/ilya-drabenia\/"}]}},"_links":{"self":[{"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/posts\/39433","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/users\/71"}],"replies":[{"embeddable":true,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/comments?post=39433"}],"version-history":[{"count":6,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/posts\/39433\/revisions"}],"predecessor-version":[{"id":65421,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/posts\/39433\/revisions\/65421"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/media\/39435"}],"wp:attachment":[{"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/media?parent=39433"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/categories?post=39433"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.altoros.com\/blog\/wp-json\/wp\/v2\/tags?post=39433"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}