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DO MORE WITH LESS CODE : ENRICHED COMMUNICATIONS WITH TWILIO & WATSONDevarshi Shah | Head of Product, Twilio Marketplace | @devarshi
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
On May 24th, 2016 Twilio and IBM announced a collaboration to introduce Watson on the Twilio Marketplace
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
3
APIs for:
• Messaging
• Voice
• Video
• Authentication
Customers
1,000,000+ Developers
CLOUD COMMUNICATIONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
COMPOSABILITY CHANGES YOUR GAME..BUT STILL REQUIRES EFFORT.
Discoveroptions
Evaluate techLearn API Integrate - using programming
paradigm & supported languages
Build to new auth model
Get someone to approve Vendor &
setup billingScale &
maintain
Effort: to learn new APIs and build middleware for integration.
Time: to validate & get approvals for new vendors.1
2
Ongoing maintenance: to accommodate for API changes and contract cycles
3
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
Twilio MarketplaceA vetted catalog, billed though Twilio -
reducing the time to onboard new communications APIs.
DO MORE, WITH LESS CODE :THE NEXT PHASE OF COMPOSABILITY.
Twilio Add-OnsPartner features and functions, pre-
integrated with the Twilio API -enabled with in a single click.
Discoveroptions
Vet new vendor
Learn APIIntegrate - using programming
paradigm & supported languages
Build to new auth model
Vendor setup & billing
Scale & maintain
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
6
TWILIO + WATSON : AUGMENT UNSTRUCTURED COMMUNICATION DATA WITH COGNITIVE COMPUTING
Speech to Text
Message Insights
The first person mentioned byname in “The Man in the Iron Mask” is this hero of the previous book by the same author.
Concept
EntityKeyword
Message Sentiment
Positive +
Negative -Neutral
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
IBM WATSON TWILIO ADD-ONS : ENRICHED SMS & RECORDINGS
IBM Watson Message Insights
IBM Watson Speech to Text
IBM Watson Message Sentiment
Track sentiment at scale across your SMS
The Offerings:
Capabilities:• Highly accurate
transcription• Keyword spotting• Language support
Enrich text messages• Keywords• Entities• Concepts• Targeted Sentiment
SMS Enrichment Voice Transcription
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
8
GLEAN INSIGHTS FROM UNSTRUCTURED DATA TO DRIVE OPERATIONAL EFFICIENCIES & IMPROVE USER EXPERIENCE
Increase customer satisfaction by pinpointing angry customers
IBM Watson Message Insights
IBM Watson Speech to Text
IBM Watson Message Sentiment
Drive engagement with live SMS polls at events and media broadcasts
Gain insights into Voice of customer by better understanding customer queries
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
Improve efficiency by routing SMS to a multi-lingual agent
Transcribe voicemails & make call center recordings searchable
Improve agent performance by detecting specific keywords
9
CODE FOR AMERICA USES WATSON TO IMPROVE COMMUNICATIONS WITH CLIENTS
Background• Before app, case managers could only meet with clients once a month
because they handle around 100 clients• Created the app to increase communication with clients by using app to
send SMS messages• Increased communication from once a month to a few times a week• Help case managers send the best crafted message to clients
Solution• Use IBM Watson Message Sentiment to measure sentiment of inbound
messages• Created visualization in app of the tonality of each client from their
inbound messages
Benefits• Gave case managers a “profile” of client based off past messages that
improved the way case managers communicated with clients• Easily access IBM Watson APIs through Twilio platform
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
BUILDING WITH ADD-ONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
1. Install Add-on via Marketplace in the Console
2. Get more data via Twilio API
3. Do cool stuff.
USING RECORDING ANALYSIS ADD-ONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
1. Install Add-on via Marketplace in the Console
2. Get more data via Twilio API
3. Do cool stuff.
USING RECORDING ANALYSIS ADD-ONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
1. Install Add-on via Marketplace in the Console
2. Get more data via Twilio API
3. Do cool stuff.
USING RECORDING ANALYSIS ADD-ONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
IBM WATSONSPEECH TO TEXT
TWILIO CALLBACK WITH ADD-ON DATA:
{
"STATUS": "SUCCESSFUL",
"MESSAGE": NULL,
"CODE": NULL,
"RESULTS": {
"IBM_WATSON_TRANSCRIPTION": {
"REQUEST_SID": "XRA76B5ED81F1B862BE09C9A44EA1CBB68",
"STATUS": "SUCCESSFUL",
"MESSAGE": NULL,
"CODE": NULL,
"PAYLOAD": [
{
"CONTENT_TYPE": "APPLICATION/JSON",
"URL": "HTTPS://COM.TWILIO.PROD.MARKETPLACE.S3.AMAZONAWS.COM/AC5A121D7D8....."
}
]
}
}
}
Uses machine intelligence to convert Twilio audio recordings into text.
Supports 5 languages, provides word alternatives & timestamps, smart formatting and profanity filtering.
{"user_token":
"XRa76b5ed81f1b862be09c9a44ea1cbb68","results": [{"results": [{"keywords_result": {},"alternatives": [{"timestamps": [["watson",0.03,0.41],["addons",0.55,1],["are",1.32,1.72],["really",1.99,2.42]["cool",2.8,3.0]
],"confidence": 0.842,"transcript": "watson addons are
really cool"}
],"final": true
}],"result_index": 0
}],"id": "ba137630-7eca-11e6-b366-fdbb6821ee7d","event": "recognitions.completed_with_results"
}
1. Install Add-on via Marketplace in the Console
2. Get more data via Twilio API
3. Do cool stuff.
USING MESSAGING ADD-ONS
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
From: +13233633791Body: Hi there! I'm testing out Twilio's new add-onsTo: +16504467080{. . .}AddOns: {. . . "results": {"ibm_watson_insights": {
. . . "language": "english","keywords": [
{"text": "new add-ons”, "relevance": "0.935276","sentiment": { "type": “positive", "score": “0.415215" }},
{"text": “Twilio", "relevance": "0.728652","sentiment": {"type": "positive","score": "0.415215"}}
],"entities": [{"type": "Company","relevance": “0.77978", "text": "Twilio","sentiment": {"type": "positive","score": "0.415215"},"count": "1", "disambiguated": {"name": “Twilio", "dbpedia":
"http://dbpedia.org/resource/Twilio","freebase": "http://rdf.freebase.com/ns/m.0h1bs6j"
}}
]}
} }
}
IBM WATSONMESSAGE INSIGHTS
Uses natural language processing technology and machine learning algorithms to extract semantic meta-data from content, such as information on people, places, companies, topics, and languages.
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
DEMO
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED
DO MORE, WITH LESS CODE : TWILIO ADD-ONSWWW.TWILIO.COM/MARKETPLACE
Enrich communication services with core cognitive
technology capabilities
Pre integrated so you can focus on core development
Plans to release more Watson capabilities on Twilio’s Marketplace
© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED