Optimizing Watson Speech for Enhanced Customer Experience

12/14/22, 12 : 49 PM Your Learning Page 1 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Quiz Quiz [Watson Speech L2] Congratulations, you passed! Your score 100% 100% (25 of 25) answered correctly Passing score 75 75% Date 14 14 Dec Dec 2022 2022 Review quiz results Question 1 A client tells you that they have an outdated Interactive Voice Response (IVR) system that transfers too many calls to human agents, at a heavy cost to the company, both in financial and in customer satisfaction terms. The client also acknowledges that hiring more agents has been expensive, and customers are still upset at the longer wait times. How do you 25 correct answers Skip to main content

12/14/22, 12 : 49 PM Your Learning Page 2 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A respond to this client? With Watson Speech as part of a solution, this client’s customers can have a two- way conversation with a virtual assistant, get answers faster than ever before, without being put on hold to wait for an agent, and at a fraction of the cost. Watson Speech transcription can help agents — while on a call with a customer — to quickly find information buried in lengthy documentation and answer a customer's question. Watson Speech to Text transcribes call audio which allows for the extraction of insights. This enables clients to discover call patterns, common customer complaints, sentiment, and audit for noncompliant behavior. Watson Speech, together with IBM’s industry-leading Natural Language Understanding (NLU), are key components of an analytical solution which extracts insights used for agent training, and improves overall contact center performance. Question 2 A client wants to use Watson Speech to build transcription into an application as

12/14/22, 12 : 49 PM Your Learning Page 3 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A part of an in-house solution. They do not need data isolation, and believe they will need to transcribe 1-2 million minutes per month. Which pricing plan is most cost appropriate for them? Watson Speech to Text Plus plan Watson Text to Speech Standard plan Voice Add-on for Watson Assistant Watson Speech Cartridge for Cloud Pak for Data Question 3 In addition to being able to buy Watson Speech as a standalone API, this IBM product makes Speech available as an add-on: Watson Discovery IBM Telephony Watson Studio Watson Assistant Question 4 You are wrapping up your first conversation about Watson Speech with a Chief Technology Officer (CTO). All of

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12/14/22, 12 : 49 PM Your Learning Page 4 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A these are next steps you can recommend to the CTO, except: Try out the demos Try Watson Speech by downloading the installation files on IBM.com, so that you can install them in your data center View the getting started videos Have them review medium articles and analyst reports which you will forward after the meeting Question 5 A client has a very successful ad campaign that features a rabbit cartoon character with a funny accent. The advertisement videos show how easy this client's products are to use, and ridicule complicated instructions. The cartoon character has become a recognizable brand. This is an opportunity to discuss what feature of Watson Speech in support of this fledgling brand? Smart Formatting improves the transcription of dates, times, numbers, currency values, and email and website addresses by converting them into conventional forms.

12/14/22, 12 : 49 PM Your Learning Page 5 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Custom Voices allows Watson to learn a new voice with as little as one hour of recorded audio and then use this new voice to “speak” text passages that are fed by the application. Language model customization allows for recognition of a client's own unique business terminology, acronyms, product names, jargons, and expressions often found in industry such as medicine, law, and information technology, among others. Tune by Example allows clients to control how text is spoken by Watson: simply provide a recording of a voice and Watson uses the intonations and inflections to adjust. Question 6 When visiting a client, you begin whiteboarding the challenges that organizations face when serving their customers. All of the following are typical contact center challenges that can be solved with a solution that includes Watson Speech, except: Poor Net Promoter Scores (NPS) Inconsistent policies and procedures

12/14/22, 12 : 49 PM Your Learning Page 6 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A High operational costs Long call wait times Question 7 A client has tried another vendor solution that gives them control over how text is spoken, such as intonation, stress, tempo, cadence, rhythm, and pauses. They used Speech Synthesis Markup Language (SSML) to accomplish this, but disliked the need to write code. This is an opportunity to discuss what Watson Speech feature? Tune by Example allows clients to control how text is spoken by providing a recording of a voice. Language model customization allows for recognition of a client's own unique business terminology, acronyms, product names, jargons, and expressions often found in industry such as medicine, law, and information technology, among others. Smart Formatting improves the transcription of dates, times, numbers, currency values, and email and website addresses by converting them into conventional forms.

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12/14/22, 12 : 49 PM Your Learning Page 7 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Custom Voices is a feature that allows Watson to learn a new voice with just 20 minutes of recorded audio, and then use this new voice to “speak” text passages that are fed by the application. Question 8 Voice synthesis is best performed by which IBM product? Watson Speech to Text Watson Natural Language Understanding Watson Text to Speech Watson Natural Language Classifier Question 9 Which one of the following is a direct benefit of a Watson Speech to Text powered solution? Listen to audio either in real time or from a recording. Can run entirely on premises when deployed with Cloud Pak for Data.

12/14/22, 12 : 49 PM Your Learning Page 8 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Ability to speed up the building of custom Machine Learning models. Apply strict policy controls to stored sensitive customer data. Question 10 A client asks how a solution that incorporates Watson Speech can reduce the cost of their contact center. How do you respond? Information that was previously siloed and inaccessible as unstructured data is now searchable and can be used to create smarter, more accurate customer experiences. Watson Speech, together with Watson Assistant, can reduce call center operational costs by resolving calls faster and often without a human agent. Understand sentiment and even emotion across all conversations using industry leading Natural Language Understanding (NLU). Watson Speech, together with Watson Discovery, can replace legacy Interactive Voice Response (IVR) systems that are difficult to maintain.

12/14/22, 12 : 49 PM Your Learning Page 9 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022-12-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Question 11 Your client is a large multinational bank based in Spain. This client also does business in several Latin American countries, where Spanish is spoken, but with a local dialect. They need to customize voice recognition to the local Spanish, and ask you which dialects will Watson Speech to Text recognize. Which is not a supported language dialect for this use? Spanish Colombian Spanish Venezuelan Spanish Peruvian Spanish Argentinian Question 12 Watson Speech has a strong affinity with other Watson products when deployed as part of a solution. Which product is Watson Speech most commonly deployed with? Watson Studio Watson Discovery Watson Assistant Watson Natural Language Understanding

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12/14/22, 12 : 49 PM Your Learning Page 10 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Question 13 A client has been testing Watson Speech, including the Tune by Example feature to control how text is spoken. This client tells you that it doesn't give them the control they actually need to synthesize the voice just the way they want. How do you respond? Tune by Example is still a superior feature that our competition can’t match. Not to worry, with Custom Voices, they can create a unique voice of a speaker of their choosing with as little as one hour of audio recordings. Not to worry, try uploading more speech samples and Watson Speech will keep tuning the model and will eventually "get it right." Not to worry, Speech Synthesis Markup Language (SSML) will give them the level control they need. Question 14 Which one of the following answers lists a benefit gained by Bradesco from implementing a solution that included Watson Speech? 95% increase in response times

12/14/22, 12 : 49 PM Your Learning Page 11 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…2-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A 95% increase in customer satisfaction 95% increase in retention of their 60,000 employees 95% transcription accuracy Question 15 Which one of the following answers lists a benefit gained by Humana from implementing a solution that included Watson Speech? Completing an inquiry without waiting to reach a call center representative Completing an inquiry in approximately two minutes with human interaction Eliminating 1/3 of customer calls Replacing the outdated Interactive Voice Response (IVR) system Question 16 You tell a client that Watson Speech will lower their costs relative to other marketplace offerings. This client replies by saying that the per-second cost is only marginally different and is not compelling enough to switch services. How do you respond?

12/14/22, 12 : 49 PM Your Learning Page 12 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Even if the difference is 0.001 cent per second, when you multiply that by millions of seconds, it has a significant impact on their budget. Watson Speech also includes limited use of Watson Assistant so clients can build virtual voice assistants. Watson Speech is free for the first 1000 users on the Lite pricing plan. Other marketplace offerings bill by the API call, which they round up to 15 seconds; IBM aggregates the actual seconds, and bills for them at the end of the month to the nearest minute. Question 17 You are in a whiteboard session with a client where they are discussing conversation flows and how the system should respond. One of questions the virtual assistant asks the customer is a "yes or no" question. What Watson Speech feature will restrict recognition to only those two words? Word spotting and filtering Word redaction

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12/14/22, 12 : 49 PM Your Learning Page 13 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Language model customization Grammars Question 18 Which is one of the many reasons clients choose Watson Speech as part of a solution? Clients that already own Watson Assistant can use Watson Speech for free Other marketplace offerings aggregate usage to the nearest minute, IBM bills in 15 second increments Most natural sounding voices in the market IBM retains complete control of the data in order to protect it from misuse Question 19 During a conversation with a client, you discover that one of their objectives is to quickly uncover common customer complaints. Which of these common Watson Speech customer service or contact center usage patterns will help them accomplish this? Agent Assist

12/14/22, 12 : 49 PM Your Learning Page 14 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Customer Self-Service Call Transcription Contact Center Insights Question 20 A client tells you that they get tens of thousands of calls each month and do not have the ability to review a large enough sample to understand whether their agents are complying with corporate policies when talking to customers. What do you tell this client? Watson can deflect over 50% of their inbound messages, meaning this client's agents can focus on more nuanced issues. Watson Speech complies with multiple privacy and customer protection regulations, and IBM will not use client data unless they consent to such use. Faster time to value means that Watson Speech uses AI to train faster, with less data, while continuously learning.

12/14/22, 12 : 49 PM Your Learning Page 15 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A With Watson Speech to Text, this client can audit a large volume of calls so that they can transcribe, analyze, and score recordings for compliance, correctness, and quality, and will be better able to manage their risk. Question 21 All of these are ways clients can buy a license to use Watson Speech, except: Through the Watson cartridge for Cloud Pak for Data As a Voice Add-on to Watson Discovery As a Voice Add-on to Watson Assistant Individually as either Watson Speech to Text and/or Watson Text to Speech Question 22 How can Watson Speech to Text boost contact center agent productivity? When deployed as part of a solution that listens in on a conversation, transcribes it, and finds relevant content buried in various documents or web pages.

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12/14/22, 12 : 49 PM Your Learning Page 16 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A With transcription that integrates decision-making, understanding tradeoffs, and driving metrics. By listening in on a conversation and using AI to transcribe, tabulate, and organize the transcripts. By achieving faster performance when collecting, validating, and distributing transcription data. Question 23 A client is evaluating multiple speech-to- text products. You encourage them to test all of the below except which scenario because it is very simple, all products can do it, and doesn't challenge the software to meet real world demands: Poor quality audio Generic phrases Speakers with accents Domain-specific words Question 24 A client is looking for a leading-edge transcription solution, but is very concerned about the security of the solution they want to deploy and worried

12/14/22, 12 : 49 PM Your Learning Page 17 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…2-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A about as-a-service offerings in general. What capability is best suited to address this client’s concerns? Higher accuracy: up to 57% out-of-box higher accuracy then the previous generation language models. Promotes user adoption while capturing and maintaining company intellectual property. Deployment options in any environment, whether it is on premises or any cloud through Cloud Pak for Data. IBM has complete control of the client data, which remains protected, and IBM will never use it without permission or to enhance other client models. Question 25 A client mentions their concern about the transcription of personally identifiable information (PII), such as social security numbers. Which Speech to Text feature can address this client’s concern? Word Spotting and Filtering finds specific words or inappropriate content and filters them out.

12/14/22, 12 : 49 PM Your Learning Page 18 of 18 https://yourlearning.ibm.com/quiz-scores/QUIZ-F959ECF601BC/2022…-14T17 : 38 : 14.921Z ? planId=PLAN-7FF582A6EA43&sectionId=SECTION-A Smart Formatting improves the transcription of – among other things – social security numbers, and can convert them into conventional forms so they are more easily identified. Numeric Redaction protects user data by masking sensitive numeric data. Real-Time Audio Diagnostics analyze the characteristics of an input audio, in real time, and can catch sensitive data before it is transcribed. Done

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Watson speech L2

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