How IBM and Dialogic Are Making Conferencing Smarter with AI

1© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
How IBM and Dialogic are
Making Conferencing Smarter with AI
Integrating AI and Real-Time Communications Services
With IBM Voice Gateway and Watson
September 20, 2017

How Dialogic and IBM Are Making Conferencing Smarter
with AI
Thomas Schroer
Senior Director Marketing
Vince Puglia
Developer Advocate
Tom Banks
WAS Liberty & IBM Voice Gateway
Offering Manager

Making Collaboration Smarter
 Market drivers and trends for integrating real-time
communications with AI
 IBM Voice Gateway and Watson cognitive
services
 Adding AI to the PowerVille™ Conferencing app
 Actionable use cases for RTC and AI

Real-Time Communications and AI
Artificial
Intelligence
Augmented
Intelligence
Machine
Learning
Analytics

AI For Everyone
Who Benefits?
Network operations
teams
Customer care
organizations
Marketing groups
Operations organizations
The Consumer

Real-Time Communications and AI
45%more extensive data
analysis and insights
75%will include AI in one
or more applications
or service

The Role of Cognitive Assist in The Customer Journey
Customers prefer
self service
Innovation needs to
provide business value
71% of consumers want the ability to solve most customer
service issues on their own
- 2016 Aspect Consumer Experience Index
1% improvement in FCR can reduce contact
center operating costs by 1%.
- SQM Group

The Role of Cognitive Assist In The Customer Journey
Customers prefer
self service
Innovation needs to provide
business value
71% of consumers want the ability to solve most customer
service issues on their own
- 2016 Aspect Consumer Experience Index
1% improvement in FCR can reduce contact
center operating costs by 1%.
- ICMI

A turn-key approach that is a simple, step-by-step support
9
• Can transcribe the spoken word (via Speech To Text)
• Can understand what is being asked through conversation’s natural language
processing (via Conversation)
• Can talk back to people (via Text To Speech)
• To bring these capabilities to the phone network, we have built the IBM Voice
Gateway
Voice Services today

What is it?
• Next generation Cognitive Agent platform
• Expandable solution to allow customization including calling out to on-prem
systems, as well as bringing in additional analytics services
• Cloud native, Microservice solution (Docker images)
• Horizontally scalable to meet demand
• Deployable to on premise networks or the cloud
• Provides a SIP endpoint for connecting to, and orchestrating between,
Watson services
• Part of an omni-channel support solution covering phone, web, and social
channels
IBM Voice Gateway
Introducing the new IBM Voice Gateway

Cognitive Self Service
IBM Voice
Gateway
Customer
calls support
Watson talks to
customer, asking why
they have called and
works to resolve their
query
Voice Gateway connects
caller to Watson, and can be
expanded to connect
Watson to on-prem systems
Voice Gateway
can transfer call to
agent if needed

Cognitive Agent Assistant
Customer calls support and is
connected with an agent
Watson listens in to what the
customer is saying, and when it has
suggestions on what to do/what info
is needed it can send that to the
agent
Audio is streamed to
agent and Voice
Gateway
SBC*
Agent uses real-time cognitive
feedback to help customer
IBM Voice
Gateway
* Session Border Controller

Watson: Center of Conversational Assistants
Create an omni-channel experience
for better user engagement
Detect emotional states* and
responds in appropriate ways
Build once, deploy across
multiple platforms
*Leveraging Watson Tone Analyzer
Create natural language interactions with
your end-users, including Q&A and
onboarding
Advanced Machine Learning
capabilities
Walk customers through business
processes like application forms or
resetting a password
13

What is PowerVille?
Media
Processing
Signaling
Service
Creation
Monitoring
Provisioning
Configuration
Management
Voice - Video - FAX
Core
Functions
PowerVille™
Apps
PowerMedia® Load balancer
Media Resource Broker
Cloud
Centrex
ASR/TTS/Transcoding/Recording
PowerMedia® XMS & HMP
IMS/TAS
Graphical Designer
SCE
Web Services
3rd party resouces
Mobile Apps
Integration
Social Media
Plug-In
Messaging
SMPP
B2BUA
SIP Proxy
Diameter
Visual IVR
Audio/ Video
Conference
Mobile Apps VoiceMail Network IVR
SNMP
CDR
PowerNova
EMS/OAM&P
Database
SS7 Signaling & TDM SIP / WebRTC
Integration
Deployment
Flexibility
Customization

Why the Voice Gateway?
MQTT
SIP
RTP RTP
WS
REST
IBM Watson
Voice Gateway Text-to-Speech
Conversations
Speech-to-Text

 Interface between conferencing app and AI services
› SIP/RTP, MQTT, REST
 Free conferencing application
› Participants pushed ad for first ten minutes of conference
› Ad selection based on intents/entities detected by IBM Watson
› Contextual ads pushed to the participants by a “Conference Valet”
IBM Watson Services
Retrieve and
Rank
Conversation
Tone Analyzer
Speech to Text
Discovery
IBM Voice Gateway
Video Conferencing Integration with IBM Voice Gateway
and Watson Analytics
Ad server
SIP RTP MQTT
REST
1
2
3
4
5
6
7

Communication Apps | Integration with Analytics
Impact of poor customer service is HUGE!
Of consumers have stopped doing business
with a brand of company due to a poor
customer service experience
– 2015 Global State of Multichannel Report

Communication Apps | Integration with Analytics
Customer calls into
auto attendant or
IVR and is not able
to solve problem
1 Customers is texted
proactively due to
poor sentiment score
5
Customer leaves
voicemail expressing
displeasure
3
Auto attendant/IVR option
is to leave voice message2 Customer care specialists are
provided list of transactions with
low sentiment score for follow up
6
Customer gets follow up
call or specific information
on resolving their issue
7
Tone analyzer
Emotional
Social
Language
Voicemails are analyzed by AI sentiment
analysis and flagged for follow up if necessary4
IBM Voice Gateway

 Integrating AI with RTC applications
Automated language selection Sentiment analysis for customer
scoring and qualification
Qualifying a customer via auto scoring
———————————————————
Website analytics, online activity, calls,
messages to predict customer readiness
250 157 13 0 -12
Keyword analysis for customer
satisfaction
Analysis of keywords to determine
customer sentiment
Omni-channel Engagement of Customers | Integrating RTC with AI

Upcoming Events
TECHXLR8 Asia
Marina Bay Sands, 10 Bayfront Avenue, Singapore
Toshi Center Hotel
2-4-1 Hirakawa-cho, Chiyoda-ku, Tokyo 1-2-0093, Japan
A2I Summit Singapore
October 2nd
A2I Summit Tokyo
October 20th
Register at www.Dialogic.com/A2ISummit

Questions
Thomas Schroer
thomas.schroer@dialogic.com
Vince Puglia
vincent.puglia@dialogic.com
Tom Banks
tom.banks@uk.ibm.com

Dialogic is a registered trademark of Dialogic Corporation and all companies controlling,
controlled by, or under common control with Dialogic Corporation. (“Dialogic”).
The names of actual companies and products mentioned herein are the trademarks of their
respective owners.
09/17
Thank You

How IBM and Dialogic Are Making Conferencing Smarter with AI

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