IBM is collaborating with Twilio, the cloud communications platform for developers, to introduce two new products: IBM Watson Message Sentiment and IBM Watson Message Insights.
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Both services, products, offerings (okay, it’s software) will be available as Add-Ons in Twilio’s recently announced Marketplace.
According to IBM, “The new Watson Add-ons offer additional message enhancement capabilities through Natural Language Processing to help understand sentiment, keywords, entities and high-level concepts from text messages.”
The insights gleaned from this unstructured data will give actionable businesses insights. The capabilities include:
IBM Watson Message Sentiment
Using sentiment analysis, the new service allows users to retrieve sentiment from SMS. For example, a customer service manager would be able to analyse customer SMS messages to determine whether they are positive, negative and neutral, to help to assess a customer’s satisfaction with a brand, service or product.
IBM Watson Message Insights
Using a combination of sentiment analysis, keyword extraction, entity extraction and concept tagging, this capability allows developers to distill key meanings from SMS. For example, a developer would be able to extract trending topics and match specific products or services to certain sentiments.
“The new offerings complement the more than thirty Watson services currently available from IBM. Future plans include extending these offerings on third party platforms like the Twilio marketplace, bringing cognitive to where developers work. Watson Speech to Text Add-on, as part of the Recording Add-on category, is up next for Twilio developers,” said David Kenny, general manager, IBM Watson.
IBM says it is currently focused cognitive APIs in the areas of language, speech and Vision available through BlueMix, IBM’s Cloud platform.
IBM Watson: AI, Health, IoT
To advance Watson, IBM has three dedicated business units:
Watson, established for the development of cloud-delivered cognitive computing technologies that represent the commercialisation of “artificial intelligence” or “AI” across a variety of industries;
Watson Health, dedicated to improving the ability of doctors, researchers and insurers and other related health organisations to surface new insights from data to deliver personalised healthcare; and…
Watson IoT, focused on making sense of data embedded in more than nine billion connected devices operating in the world today, which generate 2.5 quintillion bytes of new data daily.
“Add-ons make it possible for developers to do more with their Twilio applications using less code,” said Patrick Malatack, VP of Product at Twilio. “The IBM Watson Add-ons apply Watson’s sentiment analysis capabilities to customers’ text messages at scale, better equipping businesses with insights into how their customers feel. We’re pleased that customers can now add the functionality of IBM Watson in a single click.”