Twilio Talks San Diego

Transcript

1. Nupur Bhade Vilas Sr. Product Marketing Manager, Platform from the world’s leading brands Best practices for building customer engagement
2. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. How do I get started?
3. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. It depends on what you want to build
4. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
5. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
6. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. SMS Voice Chat Email WhatsApp Video Facebook Messenger Line CHANNELS USE CASE Notifications Marketing Verification smarterkey
7. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. SMS Email or Sending appointment reminders
8. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. SMS is preferred Verify phone number Severe Weather Alerts Emergency notifications Order Delivery Notifications Appointment Cancelations Bank Transactions Appointment Reminders Account Creation Confirmation Deals and Offers Order Shipping Notification Appointment confirmation Order Receipt Activity / History Receipts Urgency Archival Email is preferred
9. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Company backend Book a ride Super Network Number masking Customer Your driver, Rahul, is on his way. Click here to call him! SMS Client 
 app Twilio mobile SDKs Carrier network Channel API Twilio Customer Engagement Platform Twilio server or client side SDKs Urgent Messages Pattern
10. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Company backend Ride ended Email 
 template API Twilio Customer Engagement Platform SendGrid server or client side SDKs Customer Ride receipt Mail transfer agent Archival Messages Pattern
11. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Urgency + archival = great customer engagement Rider looks for customer Customer places order Customer opens app Rider leaves restaurant Order delivered Rider arrives at restaurant Update customer 
 on order status Order receipt sent Email sent (Archival) SMS/Messager sent (Urgency)
12. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
13. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. What’s an IVR?
14. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Channel 
 trigger event Thanks for calling 
 Owl Bank. Orchestration Logic Press or say 1 for bank balance. 
 
 2 for home loans
 
 3 for credit cards Caller context Integration and Custom Logic 1. Confirm customer phone number matches
 
 2. Fetch bank balance Customer Systems Basic IVR Pattern
15. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Channel 
 trigger event Thanks for calling 
 Owl Bank. Orchestration Logic Press or say 1 for bank balance. 
 
 2 for home loans
 
 3 for credit cards Caller context Integration and Custom Logic 1. Confirm customer phone number matches
 
 2. Fetch bank balance Customer Systems CHANNEL APIs STUDIO Basic IVR Pattern
16. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Drag & drop workflow builder for developers Establish trigger events Collect input and perform decision logic Call external systems, or custom logic Studio
17. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Channel 
 trigger event Thanks for calling 
 Owl Bank. Orchestration Logic Press or say 1 for bank balance. 
 
 2 for home loans
 
 3 for credit cards Caller context Integration and Custom Logic 1. Confirm customer phone number matches
 
 2. Fetch bank balance Customer Systems Any RESTful service or webhook CHANNEL APIs STUDIO FUNCTIONS Basic IVR Pattern
18. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Pass data to functions to combine the efficiency of drag & drop with the flexibility of custom logic. Write custom logic and run in our cloud. Functions
19. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Channel 
 trigger event Thanks for calling 
 Owl Bank. Orchestration Logic Press or say 1 for bank balance. 
 
 2 for home loans
 
 3 for credit cards Caller context Integration and Custom Logic 1. Confirm customer phone number matches
 
 2. Fetch bank balance Customer Systems CHANNEL APIs STUDIO FUNCTIONS Any RESTful service or webhook Basic IVR Pattern
20. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. users are willing to use chatbot interfaces for interaction 65%
21. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Chatbots AUTOPILOT Channel 
 trigger event Orchestration Logic Caller context Integration and Custom Logic Customer Systems CHANNEL APIs STUDIO FUNCTIONS Any RESTful service or webhook Chatbot IVR Pattern
22. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Connect Autopilot to orchestrations with the Studio widget. Autopilot and Studio
23. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Chatbots AUTOPILOT Channel 
 trigger event Orchestration Logic Caller context Integration and Custom Logic Customer Systems CHANNEL APIs STUDIO FUNCTIONS Any RESTful service or webhook Agent-Handoff IVR Pattern
24. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Connect Autopilot to orchestrations with the Studio widget.
25. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Chatbots AUTOPILOT Channel 
 trigger event Orchestration Logic Caller context Integration and Custom Logic Customer Systems CHANNEL APIs STUDIO FUNCTIONS Any RESTful service or webhook Smart Devices IVR Pattern
26. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
27. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. The programmable application platform that fits your business, rather than the other way around.
28. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Plugins Programmable UI Workflows Routing Channels Self-service via AutoPilot- based chatbots may hand-off to a Flex call center agent Calls come into your Flex contact center via Channel APIs Customize agent workflow and integrations with Studio and Functions UI?
29. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
30. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Messaging 
 (incoming channels) Orchestration Integration
31. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Messaging 
 (incoming channels) Orchestration Integration
32. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
33. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. React Logic UI HTML Flex component
34. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
35. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.
36. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
37. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Create integrated 
 IVRs & Chatbots Send messages 
 on the right channel Customize 
 Contact Center
38. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. We can’t wait to see what you build https://www.twilio.com/try-twilio
39. © 2019 TWILIO, INC. ALL RIGHTS RESERVED. Join us at Signal: TwilioTalks50
40. © 2019 TWILIO, INC. ALL RIGHTS RESERVED.