Watson Assistant and Segment combine forces for seriously powerful analytics

IBM’s new partnership with Segment empowers Watson Assistant customers with deeper analytics on how their assistant fits into the rest of the customer journey

Previously, Watson Assistant analytics were only available through the Watson Assistant analytics dashboard. While this section of the UI provides amazingly useful insights on your assistant’s performance, there was no way to see how these metrics intertwine with the rest of the user journey.

For example: What was that specific user doing on your website that led them to ask your assistant to open a new account?

The Watson Assistant integration with Segment bridges this gap by enabling you to send data for every event that happens on your assistant to the destinations of your choice (such as your preferred analytics platforms, CRMs, databases, and more).

Once all your assistant’s data is on your in-house analytics platform, for example, you can understand exactly how your assistant ties into the entire user journey, from the first click on your website, to each and every conversation with your assistant, in addition to what they do from there.

How to set up Segment for your assistant

To set up Segment for your assistant, first navigate to the Integrations icon on the vertical menu screen-left in the product UI (it’s at the bottom just above Assistant settings). Once on the integrations page, you should see Segment as an option in the Extensions row, as below.

Segment extension on Watson Assistant integrations page

Click the Add+ button on the Segment tile to start the setup process. This will bring you to Segment extension configuration where you can sign up for a free Segment account (or navigate to your existing account if you already have one).

Segment integration configuration

On the Segment page, you will be prompted to create a new virtual assistant source (this initial setup is for your draft assistant, so this first source will also be your draft assistant source).

Once you create your source, copy the Segment write key and navigate back to the Watson Assistant page to continue your Segment integration setup. Paste the write key you copied into the Segment key field, and then press the Next button in the top right corner to continue the setup process.

On the next page, you can select which events you want to be sent from your assistant to Segment.

Segment event selection page

You can click on the event names to get a more detailed look at what properties are provided with each event. Select the events you want, and press Next again to continue the setup process.

On the final page, confirm your selections and press Finish to complete the setup for your Draft assistant.

Setting up Segment for your live assistant

Next, to set up Segment for your live assistant, return to the Integrations page and press Finish setup on the Segment tile.

Segment extension on Watson Assistant Integrations page

This will bring up a modal where you can select which environment you want to configure. On the environment drop-down, select Live.

Environment selection drop-down on extension modal

Once you press Confirm on this modal, you will be brought back to the Segment integration configuration screen. Click the link to navigate to your Segment workspace, and create a new virtual assistant source for your live assistant. Copy the write key from this new source, navigate back to the Watson Assistant page, and paste it into the Segment key text box.

Next, follow the same setup process by selecting the events you want from your live assistant, confirming your selections, and completing the setup.

Confirm your sources are set up correctly

Once you’ve finished all of the above steps, your Segment integration setup is complete! To confirm it is working, return to the Segment page and navigate to the source for your draft assistant (under ConnectionsSources on the left side tab bar). From that source, go to the Debugger tab, which will allow you to see any new events coming into your source.

Next, send a message (or start a session) to your draft assistant and you should see events coming into that debugger soon. Follow these same steps for the live source/assistant to ensure both sources are working as expected.

Segment source debugger

Setting up destinations in Segment

The final step is to add a destination in Segment to get your data from Segment to the place of your choice. To do this, return to your source in the Segment website, and press Add Destination to select a destination for that source from the catalog.

Segment source destinations

Configure the destination of your choice and you’re ready to go. Events from your Assistant should now be flowing through Segment to your destination.

Analyzing your assistant will never be the same

Watson Assistant’s robust analytics already let you gauge performance, highlight problem areas, and improve your assistant’s capabilities right in the UI. Now, with the Segment integration, you can take your analysis to the next level and uncover how your assistant impacts the entire customer journey.

For quick reference, be sure check out sending events to Segment in Watson Assistant documentation. And as always, happy building!

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