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.

1. DOMOREWITHLESSCODE:ENRICHEDCOMMUNICATIONSWITHTWILIO&WATSON
Devarshi Shah | Head of Product, Twilio Marketplace | @devarshi
©2009-2016TWILIO,INC.ALLRIGHTSRESERVED

2. OnMay24th,2016TwilioandIBMannouncedacollaborationto
introduceWatsonontheTwilioMarketplace
©2009-2016TWILIO,INC.ALLRIGHTSRESERVED

3. 3
APIs for:
• Messaging
• Voice
• Video
• Authentication
Customers
1,000,000+Developers
CLOUD COMMUNICATIONS
©2009-2016TWILIO,INC.ALLRIGHTSRESERVED

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. 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
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. 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. 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
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. BUILDINGWITHADD-ONS
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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. 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. 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. ©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. 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. 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. DEMO
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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. ©2009-2016TWILIO,INC.ALLRIGHTSRESERVED
DEVARSHI@TWILIO.COMDEVARSHI SHAH
Thanks