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自然言語理解の有効化

自然言語理解 (NLU) は、対話のセンチメントを特定するために使用されます。 センチメントは数字として、または肯定的・中立・否定的な顔のアイコンとして表示されます。 数字でもアイコンでも、センチメントを使うと、対話進行中にお客様がどのように行動し、反応したかを分析でき、エージェント訓練を微調整できます。

NLU is enabled in section Call Center Configuration > Integration Accounts. For voice and chat, the integration account is defined per service; for email, the integration account is set per scenario entry. Sentiment results may be used as an interaction search condition or may be seen in search results.

In this section, you will learn how to enable NLU.


Integration account configuration properties


Procedure

  1. In the Contact Center Administrator application, go to Configuration > Call Center Configuration > Integration Accounts.

  2. Click the add account (“+”) button, and select account type Watson Natural Language Understanding.

    Select the NLU account type


  3. In Properties, fill in your credentials (basic authentication) for the IBM Watson Natural Language Understanding API. For property descriptions, see the Contact Center Administrator Guide, section Natural Language Understanding Integration.

  4. Click Apply to save your changes.

  5. If utilizing NLU for voice or chat:

    1. In Contact Center Administrator, go to Configuration > Services & Campaigns, and select a voice or chat service from the list.

    2. In the service Properties, from the Natural Language Understanding drop-down menu, select the NLU integration account you just configured.

      Be sure to select the desired NLU integration account


    3. Click Apply to save your changes.

  6. If utilizing NLU for email:

    1. In Contact Center Administrator, go to Configuration > Scenario Entries > Email, and select an email service from the list.

    2. Click on the Services tab.

    3. From the Natural Language Understanding drop-down menu, select the NLU integration account you just configured.

      Be sure to select the desired NLU integration account


    4. Click Apply to save your changes.

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