Introducing The IBM Watson Tone Analyzer Add-On

Introducing The IBM Watson Tone Analyzer Add-On

The following is a guest post by Chris Desmarais, of IBM Watson

We are excited to announce that the IBM Watson Tone Analyzer add-on is now available in developer preview in the Twilio Add-ons Marketplace!

Tone Analyzer is a service to help you assess and refine the tone in textual communication. It enhances your text messages using linguistic analysis to detect and interpret emotions, social tendencies, and language style cues.

Here are some common use cases for Tone Analyzer:

• Flagging angry messages: Monitor your customer service messages and escalate messages with an anger score greater than .75 to a human agent.
• Enhancing your chatbot: Enable an automated agent to detect customer tones. Based on the tones detected, craft suitable responses such as “Sorry that you are upset about this problem” and “I’m glad you are satisfied with my service”.
• Analyzing text marketing campaigns: Promote your brand through SMS and allow interaction with customers. Tone Analyzer then can provide a summary of the general tone amongst customers.

The picture below is a visualization of the response fields the API returns.

If you’d like help identifying how your customers are feeling, request access to the Tone Analyzer beta.

Happy coding!