Run your conversations through the model you chose in AWS Bedrock and act on what it finds.
Get more done with Tidio and IBM Watson NLU integration
Score sentiment and pull entities out of Tidio conversations with IBM Watson NLU.
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Integration availability depends on your Tidio plan.
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Category
AI & LLMs
Integration availability depends on your Tidio plan.
Compare plans
Use cases
What you can do with Tidio and IBM Watson NLU
Read the room at scale
Every Tidio transcript goes through IBM Watson NLU, so a week of conversations has a sentiment trend instead of a few remembered complaints.
Find the recurring problem
Keywords and categories from IBM Watson NLU show which product or page generates the most chats, which is where a fix pays for itself.
Escalate the unhappy ones
A low sentiment score can move a conversation to a senior agent while it is still open, not after the survey comes back.
Tag tickets automatically
Entities pulled by IBM Watson NLU become tags in Tidio, so filtering the inbox stops depending on who remembered to label what.
Overview
IBM Watson NLU reads unstructured text and returns sentiment, entities, keywords and categories. Support conversations are exactly that kind of text, and there are usually more of them than anyone can read. Passing Tidio transcripts through Watson NLU with Zapier or the Tidio API gives every conversation a sentiment score and a set of topics, so escalation can follow the angry ones and reporting can follow the common ones.
Key features
- Score every conversation IBM Watson NLU returns a sentiment reading for each chat
- Pull out what was mentioned entities such as products, competitors and order numbers
- Sort by topic, not by hand categories and keywords group tickets without a reviewer
- Escalate on tone a sharply negative score can route a chat to a person
IBM Watson NLU
AI & LLMs
Tags
Custom Integration
Workflow Automation
How it works
Connect IBM Watson NLU in minutes
1
Connect Tidio and IBM Watson NLU
Send closed Tidio transcripts to IBM Watson NLU through Zapier or the Tidio API.
2
Decide what to extract
Choose the features you want back: sentiment, entities, keywords, categories, or the emotion breakdown.
3
Send the result somewhere useful
Write the score back as a Tidio tag, into your warehouse, or both.
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Frequently asked questions
Common questions about the IBM Watson NLU integration
Do transcripts leave Tidio?
Yes. The text is sent to IBM Watson NLU for analysis, so treat it as you would any other processor and check what your privacy notice says before you turn it on.
Is sentiment reliable enough to act on?
IBM Watson NLU is accurate on clear cases and less certain on sarcasm and very short replies. Most teams use the score to sort a queue rather than to make a decision on its own.
Is the IBM Watson NLU integration available on my plan?
Availability depends on the Tidio plan you are on. Compare plans to see which plan covers the IBM Watson NLU integration.