Have anyone installed IBM Watson AI for Voice calls?

[rkd]

We are planning to integrate IBM Watson AI with Genesys IVR. I saw that we can add ASR and TTS from IBM using Genesys MRCP servers. But as the Watson solutions are in Cloud and Genesys solution is in Premise, I am wondering there will be any delays in sending RTP streams. Please advise if anyone has done in their contact centers

RKD

[Dionysis]

There are too many variables to answer this question definitively.  Things to consider are your location in relation to Watson, your ISP, your bandwidth, the speed and throughput of your edge devices, etc etc etc.  I'd be very surprised if load on Watson or IBM's network is something you'd need to be concerned with though.

[victor]

[quote author=rkd link=topic=10886.msg49424#msg49424 date=1519751373]
We are planning to integrate IBM Watson AI with Genesys IVR. I saw that we can add ASR and TTS from IBM using Genesys MRCP servers. But as the Watson solutions are in Cloud and Genesys solution is in Premise, I am wondering there will be any delays in sending RTP streams. Please advise if anyone has done in their contact centers

RKD
[/quote]

I am a big fan of Watson AI these days, and we have been deploying it as part of a larger routing solution. We have bypassed Genesys MRCP completely and created the whole routing logic based on Corpus. It did not make a lot of sense for us to have redundant functionality overlap, and given Watson's tighter integration with ServiceCloud, we relegated only the basic call control to Genesys. But to answer your question: for IVR routing decisions, the delay is usually well within acceptable parameters, plus you can add "alien blurping sound" at the end to indicate you are processing the voice input. It buys you 3 to 5 seconds. People like to receive a cue that what they are saying is being processed.