IBM App Connect passes key data between Watson Tone Analyzer and other apps â€“ automatically, in real time.
You can use App Connect with Watson Tone Analyzer by configuration and data mapping without a need for coding, and can achieve a return on your investment in minutes/hours, not days/months.
This guide is to show you how…
If you can’t find what you want, or have comments about the “how to” information, please either add comments to the bottom of this page or send us your comments by email.
About Watson Tone Analyzer
The Watson Tone Analyzer service analyzes the tone of input content. There are two endpoints available for you to use; the general purpose endpoint for analyzing text, or the customer engagement endpoint for analyzing conversation. Each endpoint will help you understand the emotional and language tones used in communication.
For more information about the Watson Tone Analyzer service, see Getting started with Watson Tone Analyzer.
For more information about using Watson cognitive capabilities in your App Connect flows, see
Cloud computing news > How to make AI a reality with App Connect.
A typical business scenario
Say youâ€™re leading a team thatâ€™s part of a large international customer services department. Thereâ€™s so much to do, and your team is spread across several locations. Customer queries are coming in through lots of channels and it’s difficult to prioritize and direct each customer case to the correct department. You need a way to classify each case efficiently so that it is dealt with quickly. Once it is classified you also want to detect the emotional tone of the query so that you can respond appropriately.
How App Connect can help
As soon as a new ticket is created in a support app, for instance Atlassian JIRA Service Desk, you could categorize the message using the Natural Language Classifier, detect the tone with the Tone Analyzer and then send an email to a different functional ID based on the classification and tone.
What should I consider first?
How do I connect App Connect to Watson Tone Analyzer?
To use Watson Tone Analyzer with App Connect, you must have provisioned a Watson Tone Analyzer service in IBM Cloud.
You can connect App Connect to the Watson Tone Analyzer application either from the Applications tab on the App Connect Catalog page, or when you add the application to a flow. You’ll need to provide the following connection details:
- Base URL: Specify the base URL for the Watson Tone Analyzer service endpoint; for example:
- API key: If your service instance supports token-based Identity and Access Management (IAM) authentication, specify the API key for that instance. (Leave the User name and Password fields blank.)
- User name: If your service instance uses Cloud Foundry service credentials for authentication, specify your user name for that instance. (Leave the API key field blank.)
- Password: If your service instance uses Cloud Foundry service credentials for authentication, enter the password for the specified user name. (Leave the API key field blank.)
Example of completed fields for connecting from App Connect using IAM authentication
You can find the connection values on the “Service credentials” page for the service instance in IBM Cloud:
- Log in to IBM Cloud.
- From the IBM Cloud Dashboard, click the Watson service instance that you want to work with.
- To view the service credentials, click Service credentials in the left pane, and then click View credentials.
- Example of completed fields for connecting from App Connect using IAM authentication
How do I get my response to display the tone name only?
To ensure you don’t receive an array of tones and scores in your response, choose one of the dominant tone options when you map the data that you want to receive from the Watson Tone Analyzer.
For example, if you want to receive a message in Slack that identifies the tone of the subject text of a Salesforce case:
- In the available input field, select IBM Watson Tome Analyzer / Get tone analysis / Root / Dominant tones / Emotion Tone.
- Selecting these fields would produce a message similar to the following in Slack:
Note: Notice that the tone name and confidence score is displayed.
- To display the tone name only, select IBM Watson Tome Analyzer / Get tone analysis / Root / Dominant tones / Emotion Tone / Tone name.
Using the Situation detector node with IBM Watson Tone Analyzer
Learn how easy it is to create an event-driven flow in App Connect Designer to detect recurring situations.