DO MORE WITH LESS CODE : ENRICHED COMMUNICATIONS WITH TWILIO & WATSONDevarshi Shah | Head of Product, Twilio Marketplace | @devarshi

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On May 24th, 2016 Twilio and IBM announced a collaboration to introduce Watson on the Twilio Marketplace

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3

APIs for:

• Messaging

• Voice

• Video

• Authentication

Customers

1,000,000+ Developers

CLOUD COMMUNICATIONS

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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

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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

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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.

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DEMO

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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

© 2009-2016 TWILIO, INC. ALL RIGHTS RESERVED

DEVARSHI@TWILIO.COMDEVARSHI SHAH

Thanks