Blueworx Voice Response AIX introduces a complete Cognitive Contact Center solution supported by the integration of IBM Voice Gateway and IBM Watson Conversation with Blueworx Voice Response.


Support for IBM Voice Gateway on BVR AIX has been added to:



The integration allows Blueworx Voice Response to seamlessly blend traditional IVR applications with Virtual Assistants or Chat Bots running on Watson Conversation.


Combining cognitive capabilities with Voice Gateway and Blueworx Voice Response enables businesses to deliver a more dynamic, Omni-Channel, natural and fluid customer experience. With this powerful combination customers can experience a more conversational approach to their interactions and receive information or resolution to their inquiries more quickly than in traditional interactions handled by legacy IVRs.


Adding IBM Voice Gateway support to BVR


After you installed the Fix Update via SMIT, you need to install the required plug-in by performing the following on each voice response node


  1. Change directory to /var/dirTalk/DTBE/plugins and find the ibmvg.zip plug-in for IBM Voice Gateway.
  2. Ensure that Blueworx Voice Response is running, but also that the host and the Java and VoiceXML environment node are not running.
    dtjstop
    dtjshost -exit
  3. Enter the following command:
    dtjplgin ibmvg.zip
    This action additionally installs required custom server components.
  4. When you restart the node, the IBM Voice Gateway plug-in is available for use.
    dtjshost
    dtjstart


Using Watson Conversation with BVR:


The integration in BVR is through the use of the CCXML dialogprepare and dialogstart elements and works in a similar way to starting VoiceXML dialogs.


For example:

<dialogstart src="sip:watson@ibm.voice.gateway.ip:5060" type="'application/ibm-voice-gateway'" connectionid="evt.connectionid"/>

The key attributes in the dialogstart are:

srcA valid SIP URI pointing to the IBM Voice Gateway instance. The user part of the SIP URI is used to direct the call to the appropriate Watson Conversation dialog as configured in IBM Voice Gateway.
typeMust be set to "application/ibm-voice-gateway"

When the Watson Conversation dialog has finished, control is passed back to the CCXML application via a dialog.exit transition.


Transfer to an agent after the Watson Conversation dialog:


The Watson Conversation application can indicate to BVR that an agent transfer is needed. It does this by sending a transferTarget header to BVR at the end of the Watson Conversation dialog.


To do this, in the Watson Conversation application, create a Watson dialog node. Associate it with an intent in the "If bot recognizes" field. In the "Then respond with" field, click the options icon to the right and select "Open JSON editor". Now insert the following:

{
 "context": {
    "vgwByeCustomHeader": "transferTarget",
    "vgwByeCustomHeaderVal": "sip:agent\\@agent.ip.address:5060"
},
"output": {
   "text": {
     "values": [
       "Please hold on while I connect you with a live agent."
     ],
     "selection_policy": "sequential"
   },
   "vgwAction": {
     "command": "vgwActHangup"
   }
 }
}


The key values in the JSON are:


vgwByeCustomHeaderMust be set to "transferTarget"
vgwByeCustomHeaderValMust be set to the SIP URI that the call should be transferred to.
You can also change what it said to the caller when this action is initiated by replacing the text in the values field.

If the Watson Conversation application is coded to return the transferTarget, control is passed back into CCXML via a dialog.transfer event and not a dialog.exit event. The URI to transfer to will be in the uri attribute of the dialog.transfer transition. The dialog.transfer can then be handled like any other dialog.transfer transition. See here for more details on transfer in CCXML:


Using the CCXML Browser - Transferring a telephone call


Sample Applications: 


We have provided sample applications that describe the integration and can be used to connect to Watson Conversation. The sample applications are installed on the BVR server in the following location:


/var/dirTalk/DTBE/samples2/IBMVoiceGateway


More Information: 


For more details about IBM Watson Conversation and IBM Voice Gateway take a look at the following IBM links: