Wednesday, February 4, 2015

IBM Interact Omni-channel Message Orchestrator

IBM delivered end of Q4 a new module for IBM Interact named Omni-channel Message Orchestrator.
The Interact Omni-channel Message Orchestrator module (OMO) is a generic, re-usable module that transforms Interact into a cross-channel offer messaging system.
The system is capable of delivering any Interact Offer through any outbound channel, regardless of the channel on which the inbound event occurs.
Choose from a variety of already created outbound and inbound gateways or, roll your own.

More details on existing gateways and binaries to install it 
on top of your IBM Interact environment: here

As mentionned you can EASILY extend the solution to design your own gateway (inbound or outbound). So, I have prototyped a custom Outbound Gateway of the solution, in addition to the "out of the box" gateway for Silverpop & Xtify.

Twitter Outbound Gateway 
Social communication is more and more important for Customer Engagement. OMO provides an easy way to push messges on Twitter wall of your customer.

During the process of OMO, the gateway will retrieve the message in the offer, and the twitter ID associated with the customer.

Then, your client will receive a tweet with your message.

In order to design that gateway, I've just used an external library (A java library for Twitter API), really easy to use..

MQTT Outbound Gateway

The idea was to interface a connected devices, in my case a Raspberry Pi. I have configured IBM Interact with two specific event names IoT-green & IoT-red, used to trigger OMO.

OMO sends, in my case, a REST or a MQTT command to Node-RED (directly installed on Raspberry Pi). In order to design that gateway, I've just used an external library (MQTT Client Libray Paho), really easy to use.. The Paho project provides scalable open-source client implementations of open and standard messaging protocols aimed at new, existing, and emerging applications for Machine‑to‑Machine (M2M) and Internet of Things (IoT). My Raspberry Pi is connected via MQTT on a Mosquito MQTT broker. Mosquitto is an open source (BSD licensed) message broker that implements the MQ Telemetry Transport protocol.

Based on the content of the offer, especially a value in my case, I do a specific action on the Raspberry Pi. Node-RED in that case, is used to handle the message sent by OMO to communicate digital ouputs of the Raspberry Pi.
If the content of the offer is equal to green, it should light on a green LED, if red, a red one...

Node-RED flow:

Raspberry with LEDs:

The purpose of that prototype was to evaluate the opportunity to extend Marketing solution (IBM Interact) for connected devices.
IBM Interact Omni-channel Message Orchestratorgives us new use cases to extend the usage of IBM Interact: as marketing tools to propose the right offer/message, in real-time,
  • Wearables (fitness, glasses…)
  • Cars