分析客户参与度

分析客户服务和支持对话，例如呼叫中心代理与客户之间的对话副本。 可以识别的音调有 7 种：

难过、沮丧、满意、兴奋、有礼、无礼、富有同理心

重要提示：

每个分析的对话最多只能包含 50 句话。

每个话语最多可包含 500 个字符。

属性

常见

• “显示名称”- 活动的显示名称。

凭据

• APIKey - The API key generated for your Tone Analyzer instance on IBM Cloud.
• URL - The URL generated for your Tone Analyzer instance on IBM Cloud.

输入

• ConversationJSON - The conversation to analyze as a stringified JSON object having the following format:

  { "utterances": [ { "text": "Hi, I can't get your
            software to work.", "user": "customer" }, { "text":
            "OK, what seems to be the problem?", "user": "agent" }, ...
            ] }
  

• ConversationTable - The conversation to analyze as a DataTable with columns Speaker & Utterance. The Speaker column may contain only Agent & Customer. For example:

  扬声器	话语
  客户	“您好，我无法让您的软件运行。”
  代理	“好的，似乎是什么问题
  ...	...

  重要提示：

  Note that ConversationJSON and ConversationTable represent the same input but in different formats. The two are mutually exclusive.

其他

• InLanguage - The language of the inputted text.
• OutLanguage - The language in which the outputted tones are written.
• “私有”- 选中后将不再以“Verbose”级别记录变量和参数的值。

输出

• Utterance Tones - An Array<SentenceTone> variable holding analyses of each individual utterance in the submitted conversation. SentenceTone variables contain:
  • SentenceNumber - The index (starting at 0) at which the described utterance appears in the conversation.
  • Text - The isolated text of the utterance.
  • ToneName - The name of the tone found in this utterance.
  • Confidence - A value between 0 and 1 indicating the Tone Analyzer's confidence that the tone selected accurately describes the utterance.