[Vonage] Introducing Conversations

From: Vonage Campus event, October 2019

Communication nowadays has many faces, many forms, and many channels. Your customers are everywhere, using SMS, phone calls, apps, and social media - and you want to walk with them wherever they go, whilst maintaining a seamless meaningful relationship. Sounds like a challenge?

This session introduces Nexmo Conversations - an omnichannel API and suite of SDKs that gather all your customers' communication events into one coherent journey.

With a few lines of code, you can enable your mobile and web applications with additional channels and functionality that allow you to engage in meaningful conversations with your users. You’ll learn how to use Nexmo’s robust platform to integrate messages, realtime voice or other custom channels of your choice, all of which contribute to superior customer experience!

Transcript

1. Introducing
   Conversations
   Creating Engaging Customer Journeys
   Britt Barak, Product Manager, Vonage
   

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3. Conversations
   

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4. Conversation
   

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5. Conversation
   member
   member
   member
   member
   member
   member
   member
   member
   member member
   

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6. Conversation
   member
   member
   member
   member
   member
   member
   member
   member
   member member
   

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7. Conversation
   Event
   Event
   Event
   Event
   Event
   Event
   Event
   Event
   

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8. Conversation
   Mustafa sent:
   Payment sent
   Chen joined
   Manger joined
   Call started
   Manos muted
   Email read
   Assaf: “Hi !”
   Audio enabled
   

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9. Client SDK
   Conversation
   Conversation
   API
   Mustafa sent:
   Payment sent
   Chen joined
   Manger joined
   Call started
   Manos muted
   Email read
   Assaf: “Hi !”
   Audio enabled
   JavaScript
   Android
   iOS
   

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10. Nexmo Conversations
    1 Context
    Omni-Channel Robust
    

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11. Nexmo Conversations
    1 Context
    Omni-Channel Robust
    

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12. Omni-Channel
    Voice
    

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13. (With Nexmo Voice API)
    Omni-Channel
    Voice
    IP PSTN SIP Websocket VBC
    extension
    

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14. Omni-Channel
    Messaging Voice
    Text Images Chat features
    

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15. Omni-Channel
    Messaging Voice Video 

    (coming soon)
    

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16. Omni-Channel
    Messaging Voice Video 

    (coming soon)
    Nexmo Client SDKs
    Conversation API
    

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17. • conversation = new Conversation()
    • conversation.join(username)
    • conversation.sendText(“Hello!”)
    • conversation.sendImage(imageFile)
    • conversation.media.enable()
    • media.mute(true)
    

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18. Conversations
    1 Context
    Omni-channel Robust
    

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19. Robust Model
    Chat Voice Video 

    (coming soon)
    Nexmo Client SDKs
    Conversation API
    

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20. Robust Model
    Chat Voice Video 

    (coming soon)
    Nexmo Client SDKs
    Conversation API
    Voice API
    

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21. Robust Model
    Chat Voice Video 

    (coming soon)
    SMS WhatsApp WeChat ?
    Nexmo Client SDKs
    Conversation API
    

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22. WeChat channel
    Custom
    

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23. Your
    client application
    

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24. {
    "type":"custom:wechat:message",
    "body":{
    "to": to_wechat_user,
    "from":from_wechat_user,
    "content":my_message,
    “direction":"outbound"
    }
    }
    Your
    client application
    

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25. conversation.
    sendCustomEvent(event)
    Your
    client application
    Client SDK
    

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26. POST
    /conversations/
    $CONVERSATION_ID/events
    Your
    client application
    Client SDK Conversation API
    

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27. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API
    

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28. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API WeChat service
    

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29. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API
    WeChat client
    application
    WeChat service
    

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30. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API
    WeChat client
    application
    WeChat service
    

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31. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API
    Other client
    application
    Other service
    

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32. Email channel
    Custom
    

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33. Your backend
    (middleware)
    Your
    client application
    Client SDK Conversation API Sendinblue service
    Email application
    

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34. Conversations
    1 Context
    Omni-channel Robust
    

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35. 1 Context
    Chat Voice Video 

    (coming soon)
    Nexmo Client SDKs
    Conversation API
    Custom
    

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36. Jurgo Pizza
    

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37. Jurgo Pizza
    From: Jurgo Pizza
    - - -
    NEW!
    Buy 1 Get 1 Free!
    jur.go/promo
    - - -
    

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38. Conversation
    Jurgo Pizza
    Jurgo Pizza App
    Order
    Redeem
    offer 1+1
    Deliver: home
    time: 7pm
    

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39. Conversation
    §
    Jurgo Pizza
    “Change
    address
    please!”
    

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40. Conversation
    Jurgo Pizza
    Receipt
    Thank you for your order!
    ❤ Jurgo Pizza
    

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41. Conversation
    Jurgo Pizza
    Jurgo Pizza Bot :
    “Hi, Britt!
    Order the same?”
    

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42. Conversation
    Jurgo Pizza
    

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43. Conversation
    Data
    Campaign performance User preferences
    Agents analytics
    AI
    Sentiment analysis Suggestions models …………………
    Events
    Messages Order history
    Calls
    

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44. Conversations
    1 Context
    Omni-channel Robust
    

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45. Conversation API is in
    BETA
    

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46. •Conversation API Docs
    •Nexmo Client SDK Docs
    Learn More
    developer.nexmo.com
    Conversation API is in BETA
    Guides & Use Cases:
    •Contact Center
    •Support system
    •Market place
    •Custom Emails
    •Custom Messages
    •Click to call
    

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47. •Here for feedback!
    •Always at our community slack!
    Would to hear from you!
    Conversation API is in BETA
    

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48. Thank you!
    @BrittBarak
    britt.barak@vonage.com
    

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