How to make AI a reality with App Connect

Share this post:

App Connect AIArtificial Intelligence (AI) is a big deal. IDC predicts widespread adoption of AI across multiple industries, with worldwide revenues increasing from “nearly $8.0 billion in 2016 to more than $47 billion in 2020,” according to a prediction from IDC. And AI has arrived for integration solutions. Here’s why.

AI and the digital revolution

The growing interest in AI comes at a time when many businesses are transforming their organizational processes and models to leverage the latest technological capabilities – a process known as digital transformation. This shift aims to create more agile, innovative, efficient, data-driven and people-centric companies that deliver the best possible customer experiences. By integrating AI into this approach, businesses seek to not only automate digital processes but also to gain valuable insights from their data. This data can be used to identify new market opportunities and predict customer requirements.

So AI is a powerful tool for shaping and delivering an excellent customer experience. But its impact doesn’t need to be limited to the largest multinational corporations with huge budgets and specialist teams. Companies of all sizes can benefit from AI.

AI through cognitive integration

With App Connect, IBM’s cloud-based application integration solution, your business can add cognitive capabilities to your data flows in just a few clicks. App Connect features a no-code approach and intuitive Designer UI so you can integrate applications and build powerful data flows which can be exposed as APIs. By adding AI to this process, your business can quickly and effectively harness the extensive capabilities within IBM Watson to analyze data and automatically feed critical business applications.

While other software vendors will likely develop the ability to deliver cognitive capability within their applications, few are presently able to do so. By contrast, App Connect users can currently take advantage of the following cognitive connectors to Watson:

  • Watson Tone Analyzer: uses linguistic analysis to detect emotional, social, and language tones in written text
  • Watson Retrieve and Rank: can surface the most relevant information from a collection of documents
  • Watson Language Translator: uses Watson to translate text from one language to another
  • Watson Natural Language Classifier: helps your application understand the language of short texts, and make predictions about how to handle them
  • IBM Watson Campaign Automation: helps manage email marketing and lead-generation activities

Applying AI through integration

In practice, these connectors result in a variety of compelling use cases. I’ll use Watson Tone Analyzer as an example. By analyzing the tone a customer takes when sending a message through Salesforce Service Cloud, App Connect can apply conditional logic to determine what action to take next. If the customer uses particularly positive language, App Connect could prompt Survey Monkey to send the customer a feedback survey.

But if Watson determines the tone is particularly negative, App Connect could instruct Salesforce to find the customer’s account manager and alert them through MessageHub, suggesting they contact the customer to resolve the issue. To give the account manager adequate information to resolve the customer’s problem, App Connect could even supplement existing company data using Lucy, the cognitive enrichment service built on IBM Watson.

In this case, by using Watson Tone Analyzer connector as part of an App Connect integration flow, the user saves the time it would have taken to manually process customer requests. More critically, the customer receives a positive experience because they got hands-on resolution from an informed account manager.

Want to see this capability in action?  Watch this video for to see how this capability can be used to build a powerful integration flow to solve a similar use case:

For more information about how IBM App Connect and Watson enable users to drive greater efficiency and an excellent customer experience through a deeper understanding of their data, click here.

More Apps stories

What’s the difference between “attended” and “unattended” RPA bots?

Robotic Process Automation continues to receive a lot of attention. Enterprises are embracing RPA to automate front-office and back-office tasks across a variety of industries. Whatever the industry, the applications of RPA are boundless. RPA is used to create a digital workforce to automate repetitive tasks, maximizing knowledge workers’ productivity by enabling them to focus […]

Continue reading

The effects of cloud-native architecture on continuous delivery

Modern, “cloud-native” architectures are making a big impact on continuous delivery. Continuous delivery is a set of practices and tools that enables rapid testing and release of changes. These architectures typically have many moving pieces, each of which is intended to stand on its own. Generally, the technologies of choice for these applications will be […]

Continue reading

Kubernetes adoption and the importance of application performance management

Keeping up with the pace of innovation can be challenging, especially when an organization is responsible for business-critical applications. To maintain a competitive advantage, businesses must implement the most up-to-date technology efficiently and where it can have the greatest impact. For example, the efficiency, reliability and performance benefits of implementing a Kubernetes-based cloud environment can […]

Continue reading