Watson Tone Analyzer: 7 new tones to help understand how your customers are feeling - Watson

We are pleased to announce the launch of a new Tone Analyzer endpoint trained for Customer Engagement scenarios. The new endpoint was trained on customer support conversations on twitter, and the tones included are frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Currently, the new endpoint is Beta functionality in the IBM Watson Tone Analyzer service. Given a textual conversation between a customer and an agent or company representative, the service detects the above mentioned tones both from the customer's and the agent's text. Why Did We Build the Tone Analyzer for Customer Engagement Endpoint?