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Watson DevCon 2016 - Do More with Less Code: Enriched Communications with Twilio & Watson

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Presentation given by Devarshi Shah at Watson DevCon 2016.
Watson add-ons pre-integrated with Twilio’s APIs allow developers to extract insights from SMS & Voice Calls. This session will discuss the future of composability, why Twilio decided to create a marketplace that opens our developer community to partnerships, and how their focus on the developer experience has built such a loyal following. Devarshi shares upcoming offerings and future plans to grow the marketplace.

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Watson DevCon 2016 - Do More with Less Code: Enriched Communications with Twilio & Watson

  1. 1. DOMOREWITHLESSCODE:ENRICHEDCOMMUNICATIONSWITHTWILIO&WATSON Devarshi Shah | Head of Product, Twilio Marketplace | @devarshi ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  2. 2. OnMay24th,2016TwilioandIBMannouncedacollaborationto introduceWatsonontheTwilioMarketplace ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  3. 3. 3 APIs for: • Messaging • Voice • Video • Authentication Customers 1,000,000+Developers CLOUD COMMUNICATIONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  4. 4. COMPOSABILITYCHANGESYOURGAME.. BUTSTILLREQUIRESEFFORT. Discover options Evaluate tech Learn API Integrate - using programming paradigm & supported languages Build to new auth model Get someone to approve Vendor & setup billing Scale & 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 ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  5. 5. Twilio Marketplace A vetted catalog, billed though Twilio - reducing the time to onboard new communications APIs. DOMORE,WITHLESSCODE: THENEXTPHASEOFCOMPOSABILITY. Twilio Add-Ons Partner features and functions, pre- integrated with the Twilio API - enabled with in a single click. Discover options Vet new vendor Learn API Integrate - using programming paradigm & supported languages Build to new auth model Vendor setup & billing Scale & maintain ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  6. 6. 6 TWILIO+WATSON:AUGMENTUNSTRUCTURED COMMUNICATIONDATAWITHCOGNITIVECOMPUTING 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 Entity Keyword Message Sentiment Positive + Negative - Neutral ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  7. 7. IBMWATSONTWILIOADD-ONS: ENRICHEDSMS&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 ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  8. 8. GLEANINSIGHTSFROMUNSTRUCTUREDDATATO DRIVEOPERATIONALEFFICIENCIES&IMPROVEUSEREXPERIENCE 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 ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED 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. 9. 9 CODEFORAMERICAUSESWATSONTOIMPROVECOMMUNICATIONSWITHCLIENTS 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 ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  10. 10. BUILDINGWITHADD-ONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  11. 11. 1. Install Add-on via Marketplace in the Console 2. Get more data via Twilio API 3. Do cool stuff. USINGRECORDING ANALYSISADD-ONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  12. 12. 1. Install Add-on via Marketplace in the Console 2. Get more data via Twilio API 3. Do cool stuff. USINGRECORDING ANALYSISADD-ONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  13. 13. 1. Install Add-on via Marketplace in the Console 2. Get more data via Twilio API 3. Do cool stuff. USINGRECORDING ANALYSISADD-ONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  14. 14. ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED IBMWATSON SPEECHTOTEXT 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 a really cool" } ], "final": true } ],
  15. 15. 1. Install Add-on via Marketplace in the Console 2. Get more data via Twilio API 3. Do cool stuff. USINGMESSAGING ADD-ONS ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  16. 16. From: +13233633791 Body: Hi there! I'm testing out Twilio's new add-ons To: +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" } IBMWATSON MESSAGEINSIGHTS 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. ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  17. 17. DEMO ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  18. 18. DOMORE,WITHLESSCODE:TWILIOADD-ONS WWW.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 ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
  19. 19. ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED DEVARSHI@TWILIO.COMDEVARSHI SHAH Thanks

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