WP - Powering voice agents using IBM Watson

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W H I T E P A P E R
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3. IBMWatson Voice Gateway
Voice Gateway for Watson is offered as a complete solution to deploy voice agents powered by IBM Watson's
APIs, with two different modes:
1. Cognitive self-service agent: capable of full duplex interaction with customer without intervention of
human agents
2. Cognitive agent assistant: assist a human agent by transcribing and analyzing conversations in real-
time.
An overview of Voice Gateway for Watson depicts howmultipleAPIs of Watson are orchestrated together into a
complete solution.
Two important layers of the Voice Gateway are:
SIP orchestrator: Communicate with SIP endpoints -> SIP invite, SIP REFER; session border control; API calls
to fetch new dialog fromWatson conversation service
Media relay: relay audio stream to/from SIP endpoint to/from Watson audio services i.e. STT and TTS.
Protocol/codec: RTP/G.711
Customer calls
support
Voice Gateway
connects call
with Watson
Watson services are
orchestrated by
Voice Gateway to
talk with customer
The Voice Gateway can
transfer call to agent if
necessary
Voice Gateway for Watson
WebSphere Liberty
Watson SDK
SIP Orchestrator
(ports 5060 or 5061)
Web Socket API
Transcoded Text
Play Text
Answer SOP
Offer SOP SIP Trunks,
SBCs,
SIP Endpoints,
Contact Centers,
Etc.
Watson
Conversation
Watson
STT
Watson
TTS
Web Socket API
Media Relay
(ports 16384-32757)
APIs
SIP/SIPREC
RTP/G.711