The service offers two endpoints named below

General purpose endpoint

To evaluate shorter online data, such as tweets, e-mails or longer documents, such as blog

entries or articles, we make use of the Tone Analyzer general purpose endpoint.

Client engagement endpoint

Monitor client service and support conversations using the Tone Analyzer client

engagement endpoint. When client talks become tense, escalate the situation or look for ways to

improve client care scripts, dialog methods, and client journeys. JSON input is accepted by the

endpoint. See Using the Client Engagement Endpoint for more details about the function and the

tones it produces. Conversations between clients and client support agents are analyzed by Client

Engagement. Client happiness and concerns are measured, agent performance is evaluated, and

you can track how the engagement progresses [4].

Use Cases

Use cases of the service are as follows:

i) Social listening and audience monitoring:

ii) Personalized marketing:

iii) Chat bots:

Allow an automated agent to recognize consumer tones and craft appropriate responses

based on the tones detected. For example, you might say to someone who is sad, "I'm sorry

you're angry about this difficulty," or "I'm glad you're happy with our service." IBM examined
client support forums at a software firm that serves a variety of sectors. The company

participates in client support forums on a regular basis. Kudos can be given to responses that

users deem helpful.

Goals

The tone of the query and the response can be used to predict consumer happiness.

IBM assumed that a Kudos response indicated that the user was satisfied.

Actions

 Sifted through the most recent 1000 threads from multiple boards, ensuring that the

number of responses with and without Kudos was equal.

 Examined the questions as well as the responses.

 Used a variety of cutting-edge classifiers to predict whether a response would receive

Kudos, including random forest, Bayes, and Support Vector Machine (SVM).