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© 2018 IBM Corporation
맹윤호 Yunho Maeng
IBM Watson & Cloud Platform
Technical Service Professional
Watson Voice Agent를
활용한 ...
© 2018 IBM Corporation 2Page
§ Speech to Text
§ Text to Speech
§ Watson Assistant
§ SIP Service
§ Watson Voice Agent
§ Les...
© 2018 IBM Corporation 3Page
ü 본 세션은 아직 공식적으로 지원하지 않는 ‘한국리전’
Voice Agent 기능에 대해 '개인’으로서 실험적으로
구축한 인공지능 콜센터에 대해 다루고 있습니다.
D...
© 2018 IBM Corporation 4Page
왓슨의 한국어 음성 인식 API
- AM + LM Customization
- Lightly supervised learning
Watson Speech to Text
© 2018 IBM Corporation 5Page
Speech To Text
Narrowband (8kHz)는 전화상에서의 대화를 뜻하며, 콜센터 프로젝트 등이 사용되는 주파수이다. Broadband
(16kHz)는발...
© 2018 IBM Corporation 6Page
일반적인 Speech To Text 트레이닝 데이터 생성 과정
이미있는음성파일을받아적거나,이미있는대화록을녹음하거나
Data Generation
(Text + Audio...
© 2018 IBM Corporation 7Page
일반적인 Speech To Text 트레이닝 데이터 생성 과정
LightlySupervisedLearning을통해사람이직접음성파일의타임프레임을지정해주지않더라도미리입력된...
© 2018 IBM Corporation 8Page
Speech To Text : cURL
Create a custom model
curl –X POST https://stream.watsonplatform.net/sp...
© 2018 IBM Corporation 9Page
Public API for STT customization
API
Number
Method API URL Description
API-01 POST speech-to-...
© 2018 IBM Corporation 10Page
왓슨의 한국어 음성 합성 API
- SSML
Watson Text to Speech
© 2018 IBM Corporation 11Page
Text to Speech (Demo)
https://text-to-speech-demo.ng.bluemix.net/
TTS한국어버전의경우,IBMKorea에직접문의하...
© 2018 IBM Corporation 12Page
Text to Speech : cURL
Default/v1/synthesize (EN)
$ curl -X POST -u {username}:{password}
--h...
© 2018 IBM Corporation 13Page
Text to Speech : cURL
/v1/synthesize Using SSML
curl -X POST -u "{username}:{password}" --he...
© 2018 IBM Corporation 14Page
Text to Speech
https://watson-api-explorer.ng.bluemix.net/apis/text-to-speech-v1
WatsonAPIEx...
© 2018 IBM Corporation 15Page
Speech Synthesis Markup Language (SSML)
https://console.bluemix.net/docs/services/text-to-sp...
© 2018 IBM Corporation 16Page
Waston Assistant
(Formerly Watson Conversation)
왓슨의 한국어 챗봇 서비스
© 2018 IBM Corporation 17Page
ChatBot UI/UX [5]
이제아래와같은이미지/터치엘리먼트는사용할수없습니다.오로지텍스트로만!
© 2018 IBM Corporation 18Page
Watson Assistant
https://console.bluemix.net/docs/services/text-to-speech/SSML.html#ssml
한땀한...
© 2018 IBM Corporation 19Page
Watson Assistant
[NewCredential]을통해WatsonAssistant챗봇의Credential을추가
**********
**********
© 2018 IBM Corporation 20Page
전화 받는 서비스
- 버튼 입력 IVR
SIP Service: Twillo
© 2018 IBM Corporation 21Page
SIP(Session Initiation Protocol) Service : Twillo
없을경우,Twillo와같은무료Trial계정을통해테스트를진행해볼수있음
© 2018 IBM Corporation 22Page
SIP(Session Initiation Protocol) Service : Twillo
SIPTrunking을통해전화를받는서비스(Inbound)를구현할수있음.
© 2018 IBM Corporation 23Page
SIP(Session Initiation Protocol) Service : Twillo
VoiceAgentEndpoint를SIP서비스에설정,필요시 DREndpoin...
© 2018 IBM Corporation 24Page
SIP(Session Initiation Protocol) Service : Twillo
[Numbers]탭에서[GetStartedwithPhoneNumbers]로무...
© 2018 IBM Corporation 25Page
IVR(interactive voice response) 기능을 테스트하고 싶을 경우
기존구축된IVR에추가적인연동작업필요.Twillo에서는현재영문/유료기능으로테스트가...
© 2018 IBM Corporation 26Page
왓슨 음성 비서(Watson Voice Agent)와
‘한국어’ 콜센터 구현
Watson Voice Agent
© 2018 IBM Corporation 27Page
Watson Voice Agent
https://www.youtube.com/watch?v=LcTAkRZzuwo
© 2018 IBM Corporation 28Page
Watson Voice Agent
SIP Service
전화
음성 인식
챗봇
음성합성
© 2018 IBM Corporation 29Page
Watson Voice Agent
SIPService에서발급받은전화번호를입력한뒤,WatsonAssistant,SpeechtoText의Credential을추가합니다.
...
© 2018 IBM Corporation 30Page
Watson Voice Agent
TexttoSpeech의Credential과EventForwarding용CloudantDB를추가합니다.
**********
****...
© 2018 IBM Corporation 31Page
Call flow from a customer to a live agent
이미기업에서사용하고있는IVR이나기업레벨의SBC등과연동도가능
https://www.ibm.c...
© 2018 IBM Corporation 32Page
Event Forwarding (Last Updated: 2018-08-24)
총3가지이벤트Forwarding지원,CallDetailRecord(CDR),Transc...
© 2018 IBM Corporation 33Page
이벤트Event를통해DB에WatsonVoiceAgent데이터를저장하고활용할수있음
– Call detail record (CDR) 이벤트
시작 및 종료 시간, 종료 이...
© 2018 IBM Corporation 34Page
Cloudant DB
[CloudantDB생성]-[Credential추가]-[LAUNCHCLOUDANTDASHBOARD]-[CreateDatabase3개생성]
© 2018 IBM Corporation 35Page
Calldetailrecordeventformat(UnitofAnalysis:Call)
Event Forwarding (Last Updated: 2018-08-24)...
© 2018 IBM Corporation 36Page
WatsonAssistantturneventformat(UnitofAnalysis:Request)
Event Forwarding (Last Updated: 2018-...
© 2018 IBM Corporation 37Page
Transcriptioneventformat(UnitofAnalysis:Utterance)
Event Forwarding (Last Updated: 2018-08-2...
© 2018 IBM Corporation 38Page
Deploying Voice Gateway on a Kubernetes cluster in IBM Cloud
Github https://github.com/WASde...
© 2018 IBM Corporation 39Page
Lesson Learned
실제 구현하면서 느낀 점들
© 2018 IBM Corporation 40Page
이제 실제 사용을 해봅시다!
다른 팀원들한테도 수줍게 번호를
알려줍시다.
두근반 세근반
© 2018 IBM Corporation 41Page
Demo
https://soundcloud.com/yh-studio/watson-
voice-agent-poc-demo-korean
© 2018 IBM Corporation 42Page
잠 깐!
음성 데이터 학습을
어떻게 시킨다고 했었죠?
© 2018 IBM Corporation 43Page
일반적인 Speech To Text 트레이닝 데이터 생성 과정
이미있는음성파일을받아적거나,이미있는대화록을녹음하거나
Data Generation
(Text + Audi...
© 2018 IBM Corporation 44Page
사람들은 인공지능에게 존댓말을
하지 않습니다!
User Behavior
© 2018 IBM Corporation 45Page
인공지능 상담원이 받는다고
하면 말이 짧아집니다!
User Behavior
© 2018 IBM Corporation 46Page
학습 데이터와 실제 데이터가
다르면?
Data
© 2018 IBM Corporation 47Page
과적합 Overfitting!
Data
© 2018 IBM Corporation 48Page
훈련데이터와실제데이터의차이가클수록과적합이발생할가능성이높음.
모의고사열심히풀었지만수능에처음보는유형이나온다면?
Overfitting 과적합
© 2018 IBM Corporation 49Page
Overfitting 과적합
존댓말을학습했는데,사용자는반말로문의를하면어떻게될까?
긴문장을학습했는데,짧은문장으로질문한다면?
© 2018 IBM Corporation 50Page
인공지능이 아닌척 최대한
자연스럽게 해보면 될까?
© 2018 IBM Corporation 51Page
캘리포니아의 AI 상담원 고지 의무 [4]
https://www.pe.com/2018/10/30/best-in-law-must-you-disclose-what-you...
© 2018 IBM Corporation 52Page
사용자로부터 발화되는 소음
예) 음... 어... 에....
사용자로부터 들어야 하는 대답
예) 응. 어. 예
각종 배경 소음(기종도 천차만별)
+
+
Backgro...
© 2018 IBM Corporation 53Page
사람들이 챗봇 상담원의 말이
너무 길어지면 오랫동안 듣지
않습니다.
==
(자의반 타의반) 사람들이 챗봇의
말을 짜르는 경우가 많습니다.
Background Noise
© 2018 IBM Corporation 54Page
기존 챗봇과 다르게,
챗봇은 짧은 시간 동안 많은 양의
정보를 전달해야 하고,
사용자는 더 긴 시간 동안 자신의
의도를 설명해주어야 합니다.
© 2018 IBM Corporation 55Page
챗봇의 말은 짧아지고,
사람의 대답은 길어져야 한다.
적절히, 유도하는 멘트 필요!
© 2018 IBM Corporation 56Page
전화에 구체적이고 특정한 목표가
있을 때, 더 잘 알아들음.
목표가 광범위할 수록 어려움.
© 2018 IBM Corporation 57Page
Project Examples
IBM’s Watson to Listen in on 911 Calls https://www.meritalk.com/articles/ib...
© 2018 IBM Corporation 58Page
Project Examples
Mizuho Bank, Watson Technology installed in Call Centers preparing for next...
© 2018 IBM Corporation 59Page
Project Examples
Invoca Call Center
Invoca(2016), Invoca
embeds IBM’s Watson so
call centers...
© 2018 IBM Corporation 60Page
한국에서의 다음 성공사례는
어떤 기업이 될까요?
© 2018 IBM Corporation 61Page
감사합니다.
실제 프로젝트를 고려하시는 경우,
부담없이 문의주세요.
Yunhomaeng@kr.ibm.com
© 2018 IBM Corporation 62Page
References
[1] Chingwa Univ http://www.cs.nthu.edu.tw/~shwu/courses/ml/labs/08_CV_Ensembling...
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Watson Voice Agent를 활용한 ‘한국어’ 인공지능 콜센터 제작하기: 챗봇 그 이상을 위하여 (IBM Devday 발표자료)

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많은 기업들이 챗봇 프로젝트를 진행했고 지금도 진행하고 있습니다. 이 끝에는 과연 무엇이 있을까요? 본 세션은 챗봇을 전화로 어떻게 성공적으로 옮겨올 수 있는지에 대해 설명합니다. Watson의 인공지능 서비스인 챗봇(Watson Assistant), 음성인식(Watson STT Narrowband), 음성합성(Watson TTS), 가상비서(Watson Voice Agent) 서비스들을 전화를 받는 서비스와 (SIP Service) 어떻게 연동하는지에 대해 다루게됩니다. 세션에 참가한 분들은 발표내용을 기반으로 스스로 어떻게 하면 기존에 구축했던 챗봇을 활용해서 콜센터를 구축할 수 있을지에 대한 실질적인 인사이트를 얻어가실 수 있습니다.

Publicado en: Tecnología
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Watson Voice Agent를 활용한 ‘한국어’ 인공지능 콜센터 제작하기: 챗봇 그 이상을 위하여 (IBM Devday 발표자료)

  1. 1. © 2018 IBM Corporation 맹윤호 Yunho Maeng IBM Watson & Cloud Platform Technical Service Professional Watson Voice Agent를 활용한 ‘한국어’ 인공지능 콜센터 제작하기: 챗봇 그 이상을 위하여
  2. 2. © 2018 IBM Corporation 2Page § Speech to Text § Text to Speech § Watson Assistant § SIP Service § Watson Voice Agent § Lesson Learned INDEX
  3. 3. © 2018 IBM Corporation 3Page ü 본 세션은 아직 공식적으로 지원하지 않는 ‘한국리전’ Voice Agent 기능에 대해 '개인’으로서 실험적으로 구축한 인공지능 콜센터에 대해 다루고 있습니다. Disclaimer ü 추후 Watson Voice Agent나 SIP 서비스의 업데이트에 따라 실습 방법이 달라질 수 있습니다. ü 구체적인 현장 적용시에 데이터와 비즈니스 로직의 복잡성, IVR 환경에 따라 구현이 달라질 수 있습니다.
  4. 4. © 2018 IBM Corporation 4Page 왓슨의 한국어 음성 인식 API - AM + LM Customization - Lightly supervised learning Watson Speech to Text
  5. 5. © 2018 IBM Corporation 5Page Speech To Text Narrowband (8kHz)는 전화상에서의 대화를 뜻하며, 콜센터 프로젝트 등이 사용되는 주파수이다. Broadband (16kHz)는발화나일반적인대화를뜻하며인공지능스피커등에사용되고있다. https://speech-to-text-demo.ng.bluemix.net/
  6. 6. © 2018 IBM Corporation 6Page 일반적인 Speech To Text 트레이닝 데이터 생성 과정 이미있는음성파일을받아적거나,이미있는대화록을녹음하거나 Data Generation (Text + Audio) ü 텍스트데이터를통해LM(LanguageModel)이오디오데이터를통해AM(AcousticModel)을 생성하여활용
  7. 7. © 2018 IBM Corporation 7Page 일반적인 Speech To Text 트레이닝 데이터 생성 과정 LightlySupervisedLearning을통해사람이직접음성파일의타임프레임을지정해주지않더라도미리입력된 텍스트를통해음성파일을학습함 ü 학습데이터를생성하는데걸리는시간을단축시킴
  8. 8. © 2018 IBM Corporation 8Page Speech To Text : cURL Create a custom model curl –X POST https://stream.watsonplatform.net/speech-to-text/api/v1/acoustic_customizations Returns a model id called ‘customization_id’ Add a ZIP file containing audio (e.g. WAV files) curl -X POST –data-binary @audiofiles.zip -H "Content-type: application/zip" https://stream.watsonplatform.net/speech-to- text/api/v1/acoustic_customizations/{customization_id}/audio/audio-name Start training curl –X POST https://stream.watsonplatform.net/speech-to- text/api/v1/acoustic_customizations/{customization_id}/train curl –X GET https://stream.watsonplatform.net/speech-to- text/api/v1/acoustic_customizations/{customization_id} Query the customization service to find status of training – it should return ‘available’ once training has completed successfully Using the custom model with the STT service for recognition curl https://stream.watsonplatform.net/speech-to- text/api/v1/recognize?acoustic_customization_id={customization_id}
  9. 9. © 2018 IBM Corporation 9Page Public API for STT customization API Number Method API URL Description API-01 POST speech-to-text/api/v1/customizations Create new custom model, returns a 'customization_id' GUID API-02 GET speech-to-text/api/v1/customizations?language=en-US List custom models for a language API-03 DELETE /api/v1/customizations/{customization_id} Delete custom model API-04 GET /api/v1/customizations/{customization_id} Query contents of custom model API-05 POST /api/v1/customizations/{customization_id}/corpora/{corpus_na me} Adds training corpus data to custom model, names it 'corpus_name' API-06 GET /api/v1/customizations/{customization_id}/corpora Returns list of corpora in custom model API-07 DELETE /api/v1/customizations/{customization_id}/corpora/{corpus_na me} Deletes corpus resource named 'corpus_name' API-08 POST /api/v1/customizations/{customization_id}/train Starts training session (creates custom model for use in STT service) API-09 POST /api/v1/customizations/{customization_id}/words Adds one or more custom words or words+pronunciations to model API-10 GET /api/v1/customizations/{customization_id}/words Returns all custom words added to model as well as out-of-vocab words found in the input corpus API-11 PUT /api/v1/customizations/{customization_id}/words/{word_name } Adds a single word 'word_name' to model API-12 GET /api/v1/customizations/{customization_id}/words/{word_name } Gets info about a single word 'word_name' API-13 DELETE /api/v1/customizations/{customization_id}/words/{word_name } Deletes a single word 'word_name' API-14 POST /api/v1/customizations/{customization_id}/upgrade_model Updates custom model to work with latest release of the STT service API-15 POST /api/v1/customizations/{customization_id}/reset Clears all corpora and words from model
  10. 10. © 2018 IBM Corporation 10Page 왓슨의 한국어 음성 합성 API - SSML Watson Text to Speech
  11. 11. © 2018 IBM Corporation 11Page Text to Speech (Demo) https://text-to-speech-demo.ng.bluemix.net/ TTS한국어버전의경우,IBMKorea에직접문의하면사용할수있으며,Aibril을통해서도사용해볼수있음
  12. 12. © 2018 IBM Corporation 12Page Text to Speech : cURL Default/v1/synthesize (EN) $ curl -X POST -u {username}:{password} --header "Content-Type: application/json" --data "{"text":"hello world"}" --output hello_world.ogg "https://stream.aibril-watson.kr/text-to-speech/api/v1/synthesize" /v1/synthesize (KR) voice= youngmi, yuna curl -X POST -u "bda90c8d-906f-4ef2-a578-8f01cfad4ff7:L05VI0Z8P34X" --header "Content-Type: application/json" --data "{"text":"아이비엠에서 신규 법인폰을 개통하기 위해서는 유심구매가 필요합니다."}" --output hello_world1.ogg "https://stream.aibril-watson.kr/text-to- speech/api/v1/synthesize?voice=yuna" /v1/synthesize (KR) custom model create curl -X POST -u "bda90c8d-906f-4ef2-a578-8f01cfad4ff7:L05VI0Z8P34X" --header "Content- Type:application/json" --data "{"name":"cURL Test", "language":"ko-KR", "description":"Customization test via cURL"}" "https://stream.aibril-watson.kr/text-to- speech/api/v1/customizations" curl -X GET -u {username}:{password} "https://stream.aibril-watson.kr/text-to-speech/api/v1/customizations/{customization_id}" /v1/synthesize (KR) custom model call
  13. 13. © 2018 IBM Corporation 13Page Text to Speech : cURL /v1/synthesize Using SSML curl -X POST -u "{username}:{password}" --header "Content-Type: application/json" --data "{"text":"IBM에서 신규 법인폰을 개통하기 위해서는 <sub alias='유심'>USIM</sub> 구매가 필요합니다."}" --output hello_world3.ogg "https://stream.aibril-watson.kr/text-to- speech/api/v1/synthesize?voice=yuna" /v1/synthesize (KR) add custom words curl -X POST -u "{username}:{password}" --header "Content-Type:application/json" --data "{"words": [{"word":"IBM", "translation":"아이비엠"}, {"word":"USIM", "translation":"유심"}]}" "https://stream.aibril-watson.kr/text-to-speech/api/v1/customizations/{custom_id}/words" /v1/synthesize (KR) custom words list curl -X GET -u "{username}:{password}" "https://stream.aibril-watson.kr/text-to- speech/api/v1/customizations/{custom_id}/words" curl -X POST -u "{username}:{password}" --header "Content-Type: application/json" --data "{"text":"IBM에서 신규 법인폰을 개통하기 위해서는 USIM 구매가 필요합니다."}" --output hello_world_cus_ko_1.ogg "https://stream.aibril-watson.kr/text-to- speech/api/v1/synthesize?customization_id={custom_id}" /v1/synthesize (KR) custom model synthesize
  14. 14. © 2018 IBM Corporation 14Page Text to Speech https://watson-api-explorer.ng.bluemix.net/apis/text-to-speech-v1 WatsonAPIExplorer
  15. 15. © 2018 IBM Corporation 15Page Speech Synthesis Markup Language (SSML) https://console.bluemix.net/docs/services/text-to-speech/SSML.html#ssml SSML을활용하면음의높낮이Pitch,특정발음을교정해주는subalias등을활용할수있습니다.
  16. 16. © 2018 IBM Corporation 16Page Waston Assistant (Formerly Watson Conversation) 왓슨의 한국어 챗봇 서비스
  17. 17. © 2018 IBM Corporation 17Page ChatBot UI/UX [5] 이제아래와같은이미지/터치엘리먼트는사용할수없습니다.오로지텍스트로만!
  18. 18. © 2018 IBM Corporation 18Page Watson Assistant https://console.bluemix.net/docs/services/text-to-speech/SSML.html#ssml 한땀한땀농업적근면성을발휘하여DialogFlow를구성합니다.
  19. 19. © 2018 IBM Corporation 19Page Watson Assistant [NewCredential]을통해WatsonAssistant챗봇의Credential을추가 ********** **********
  20. 20. © 2018 IBM Corporation 20Page 전화 받는 서비스 - 버튼 입력 IVR SIP Service: Twillo
  21. 21. © 2018 IBM Corporation 21Page SIP(Session Initiation Protocol) Service : Twillo 없을경우,Twillo와같은무료Trial계정을통해테스트를진행해볼수있음
  22. 22. © 2018 IBM Corporation 22Page SIP(Session Initiation Protocol) Service : Twillo SIPTrunking을통해전화를받는서비스(Inbound)를구현할수있음.
  23. 23. © 2018 IBM Corporation 23Page SIP(Session Initiation Protocol) Service : Twillo VoiceAgentEndpoint를SIP서비스에설정,필요시 DREndpoint를추가할수있음. ü [ElasticSIPTrunkingdashboard]-[CreateSIPTrunk]-[Origination]-[SIPURI]항목에서VoiceAgent의SIP 주소를등록
  24. 24. © 2018 IBM Corporation 24Page SIP(Session Initiation Protocol) Service : Twillo [Numbers]탭에서[GetStartedwithPhoneNumbers]로무료미국번호를얻거나[BuyaNumber]를통해한국 전화번호를구입할수있음 ü [ElasticSIPTrunking]-[Numbers]에서새로발급받은번호를할당Assign해주어야함. ü ElasticSIP를통해Calllog와과금등을확인할수있음.
  25. 25. © 2018 IBM Corporation 25Page IVR(interactive voice response) 기능을 테스트하고 싶을 경우 기존구축된IVR에추가적인연동작업필요.Twillo에서는현재영문/유료기능으로테스트가능[6]
  26. 26. © 2018 IBM Corporation 26Page 왓슨 음성 비서(Watson Voice Agent)와 ‘한국어’ 콜센터 구현 Watson Voice Agent
  27. 27. © 2018 IBM Corporation 27Page Watson Voice Agent https://www.youtube.com/watch?v=LcTAkRZzuwo
  28. 28. © 2018 IBM Corporation 28Page Watson Voice Agent SIP Service 전화 음성 인식 챗봇 음성합성
  29. 29. © 2018 IBM Corporation 29Page Watson Voice Agent SIPService에서발급받은전화번호를입력한뒤,WatsonAssistant,SpeechtoText의Credential을추가합니다. ********** **********
  30. 30. © 2018 IBM Corporation 30Page Watson Voice Agent TexttoSpeech의Credential과EventForwarding용CloudantDB를추가합니다. ********** ********** **********
  31. 31. © 2018 IBM Corporation 31Page Call flow from a customer to a live agent 이미기업에서사용하고있는IVR이나기업레벨의SBC등과연동도가능 https://www.ibm.com/support/knowledgecenter/SS4U29/contactctr.html?view=embed
  32. 32. © 2018 IBM Corporation 32Page Event Forwarding (Last Updated: 2018-08-24) 총3가지이벤트Forwarding지원,CallDetailRecord(CDR),TranscriptionEvents,WatsonAssistantturnsEvents
  33. 33. © 2018 IBM Corporation 33Page 이벤트Event를통해DB에WatsonVoiceAgent데이터를저장하고활용할수있음 – Call detail record (CDR) 이벤트 시작 및 종료 시간, 종료 이유 및 대화 트랜잭션에 대한 세부 정보와 같이 단일 호출Single Call에 대한 요약 정보가 들어 있습니다. – IBM Watson™ Assistant Turn 이벤트 Voice Gateway가 Watson Assistant에 대한 각 요청Each request 후에 수신 한 즉각적인 JSON 응답이 포함되는 이벤트 정보가 들어 있습니다. – Transcription 이벤트 발화Utterance가 감지 될 때마다 발행되며 발화 텍스트Utterance text, 신뢰 점수 Confidence score 및 세션 정보를 포함합니다. 버전 1.0.0.2 이상에서 지원됩니다. ü 이벤트를HTTPPOSTRequests로보내어SplunkHTTPEventCollector(HEC)혹은REST서버와통합할 수있습니다.NoSQLDB나IBMCloudantDB로이벤트를저장할수도있습니다. Event Forwarding (Last Updated: 2018-08-24)
  34. 34. © 2018 IBM Corporation 34Page Cloudant DB [CloudantDB생성]-[Credential추가]-[LAUNCHCLOUDANTDASHBOARD]-[CreateDatabase3개생성]
  35. 35. © 2018 IBM Corporation 35Page Calldetailrecordeventformat(UnitofAnalysis:Call) Event Forwarding (Last Updated: 2018-08-24) https://www.ibm.com/support/knowledgecenter/SS4U29/reportingcdr.html
  36. 36. © 2018 IBM Corporation 36Page WatsonAssistantturneventformat(UnitofAnalysis:Request) Event Forwarding (Last Updated: 2018-08-24) https://www.ibm.com/support/knowledgecenter/SS4U29/reportingconvturn.html#cloudant-assistant
  37. 37. © 2018 IBM Corporation 37Page Transcriptioneventformat(UnitofAnalysis:Utterance) Event Forwarding (Last Updated: 2018-08-24) https://www.ibm.com/support/knowledgecenter/SS4U29/rttconfig.html?view=embed
  38. 38. © 2018 IBM Corporation 38Page Deploying Voice Gateway on a Kubernetes cluster in IBM Cloud Github https://github.com/WASdev/sample.voice.gateway Guide https://www.ibm.com/support/knowledgecenter/en/SS4U29/deploybmix.html
  39. 39. © 2018 IBM Corporation 39Page Lesson Learned 실제 구현하면서 느낀 점들
  40. 40. © 2018 IBM Corporation 40Page 이제 실제 사용을 해봅시다! 다른 팀원들한테도 수줍게 번호를 알려줍시다. 두근반 세근반
  41. 41. © 2018 IBM Corporation 41Page Demo https://soundcloud.com/yh-studio/watson- voice-agent-poc-demo-korean
  42. 42. © 2018 IBM Corporation 42Page 잠 깐! 음성 데이터 학습을 어떻게 시킨다고 했었죠?
  43. 43. © 2018 IBM Corporation 43Page 일반적인 Speech To Text 트레이닝 데이터 생성 과정 이미있는음성파일을받아적거나,이미있는대화록을녹음하거나 Data Generation (Text + Audio) ü 텍스트데이터를통해LM(LanguageModel)이오디오데이터를통해AM(AcousticModel)을 생성하여활용
  44. 44. © 2018 IBM Corporation 44Page 사람들은 인공지능에게 존댓말을 하지 않습니다! User Behavior
  45. 45. © 2018 IBM Corporation 45Page 인공지능 상담원이 받는다고 하면 말이 짧아집니다! User Behavior
  46. 46. © 2018 IBM Corporation 46Page 학습 데이터와 실제 데이터가 다르면? Data
  47. 47. © 2018 IBM Corporation 47Page 과적합 Overfitting! Data
  48. 48. © 2018 IBM Corporation 48Page 훈련데이터와실제데이터의차이가클수록과적합이발생할가능성이높음. 모의고사열심히풀었지만수능에처음보는유형이나온다면? Overfitting 과적합
  49. 49. © 2018 IBM Corporation 49Page Overfitting 과적합 존댓말을학습했는데,사용자는반말로문의를하면어떻게될까? 긴문장을학습했는데,짧은문장으로질문한다면?
  50. 50. © 2018 IBM Corporation 50Page 인공지능이 아닌척 최대한 자연스럽게 해보면 될까?
  51. 51. © 2018 IBM Corporation 51Page 캘리포니아의 AI 상담원 고지 의무 [4] https://www.pe.com/2018/10/30/best-in-law-must-you-disclose-what-your-bot-is-up-to-california-weighs-in-on-ai/ 인공지능이사람을상대할때고지의의무를명문화
  52. 52. © 2018 IBM Corporation 52Page 사용자로부터 발화되는 소음 예) 음... 어... 에.... 사용자로부터 들어야 하는 대답 예) 응. 어. 예 각종 배경 소음(기종도 천차만별) + + Background Noise
  53. 53. © 2018 IBM Corporation 53Page 사람들이 챗봇 상담원의 말이 너무 길어지면 오랫동안 듣지 않습니다. == (자의반 타의반) 사람들이 챗봇의 말을 짜르는 경우가 많습니다. Background Noise
  54. 54. © 2018 IBM Corporation 54Page 기존 챗봇과 다르게, 챗봇은 짧은 시간 동안 많은 양의 정보를 전달해야 하고, 사용자는 더 긴 시간 동안 자신의 의도를 설명해주어야 합니다.
  55. 55. © 2018 IBM Corporation 55Page 챗봇의 말은 짧아지고, 사람의 대답은 길어져야 한다. 적절히, 유도하는 멘트 필요!
  56. 56. © 2018 IBM Corporation 56Page 전화에 구체적이고 특정한 목표가 있을 때, 더 잘 알아들음. 목표가 광범위할 수록 어려움.
  57. 57. © 2018 IBM Corporation 57Page Project Examples IBM’s Watson to Listen in on 911 Calls https://www.meritalk.com/articles/ibms-watson-to-listen-in-on-911-calls/ Essextec CI delivers Cognitive Solutions with IBM GBS https://essextec.com/about/news/essextec-ci-delivers-cognitive-solutions-with-ibm-gbs Association of Public-Safety Communications Officials (APCO) International Taps IBM Watson Capabilities to Evaluate and Report on Emergency Calls https://essextec.com/wp-content/uploads/2017/08/IBM-Watson-APCO-press-release.pdf The Association of Public-Safety Communications Officials (APCO) International ü IBM’s Watson to Listen in on 911 Calls
  58. 58. © 2018 IBM Corporation 58Page Project Examples Mizuho Bank, Watson Technology installed in Call Centers preparing for next generation channels WatsonTechnology installed in Call Centers preparing for next generation channels https://www.mizuhobank.com/mizuho_fintech/news/watson/index.html
  59. 59. © 2018 IBM Corporation 59Page Project Examples Invoca Call Center Invoca(2016), Invoca embeds IBM’s Watson so call centers can better understand their customers https://www.invoca.com/pr ess/invoca-integrates-ibm- watson-real-time-voice- analytics/ https://marketingland.com/i nvoca-embeds-ibms-watson- call-centers-can-better- understand-customers- 200376 https://blog.invoca.com/ibm -watson-speech-text-turns- phone-calls-invaluable- marketing-data/
  60. 60. © 2018 IBM Corporation 60Page 한국에서의 다음 성공사례는 어떤 기업이 될까요?
  61. 61. © 2018 IBM Corporation 61Page 감사합니다. 실제 프로젝트를 고려하시는 경우, 부담없이 문의주세요. Yunhomaeng@kr.ibm.com
  62. 62. © 2018 IBM Corporation 62Page References [1] Chingwa Univ http://www.cs.nthu.edu.tw/~shwu/courses/ml/labs/08_CV_Ensembling/08_CV_Ensembling.html [2] Penn Univ https://quantdev.ssri.psu.edu/tutorials/cross-validation-tutorial [3] Sigmoidal ML c https://sigmoidal.io/ [4] https://www.pe.com/2018/10/30/best-in-law-must-you-disclose-what-your-bot-is-up-to-california-weighs-in-on- ai/ [5] https://chatbotsmagazine.com/cheat-sheet-all-facebook-chatbot-interactions-4b14e4e00178 [6] https://www.twilio.com/docs/voice/tutorials/how-to-gather-user-input-via-keypad-python [7] WatsonTechnology installed in Call Centers preparing for next generation channels https://www.mizuhobank.com/mizuho_fintech/news/watson/index.html [8] Invoca(2016), Invoca embeds IBM’s Watson so call centers can better understand their customers https://www.invoca.com/press/invoca-integrates-ibm-watson-real-time-voice-analytics/ https://marketingland.com/invoca-embeds-ibms-watson-call-centers-can-better-understand-customers-200376 https://blog.invoca.com/ibm-watson-speech-text-turns-phone-calls-invaluable-marketing-data/ [9] IBM’s Watson to Listen in on 911 Calls https://www.meritalk.com/articles/ibms-watson-to-listen-in-on-911-calls/ [10] Essextec CI delivers Cognitive Solutions with IBM GBS https://essextec.com/about/news/essextec-ci-delivers- cognitive-solutions-with-ibm-gbs [11] Association of Public-Safety Communications Officials (APCO) International Taps IBM Watson Capabilities to Evaluate and Report on Emergency Calls https://essextec.com/wp-content/uploads/2017/08/IBM-Watson-APCO- press-release.pdf [12] https://console.bluemix.net/docs/services/text-to-speech/SSML.html#ssml

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