Future of Web Apps - Giving Customer Support using WebRTC

The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014

Transcript

1. GIVING BETTER CUSTOMER SUPPORT USING WEBRTC Dan Jenkins @dan_jenkins
2. Who am I?
3. DAN JENKINS Primarily a Node.js Developer Love Lego Founder of Nimble Ape @dan_jenkins www.nimbleape.com
4. WebRTC and ME
5. WebRTC AND ME Was a web developer Was part of a transition to VoIP Years Ago Voip is Difficult For the Past Year, working on a new WebRTC Service
6. The next 40 minutes…
7. What IS WebRTC?
8. What WEBRTC Isn’t
9. BackING
10. WebRTC in Customer Service Today
11. Using WebRtc For Intelligent Customer Service Clever Astounding Knowledgeable Intelligent Awesome Capable Comprehensive Resourceful Ingenious Smart Alert Bright
12. Using WebRTC to give better customer service
13. Who’s in the room?
14. What is WebRTC?
15. DISRUPT!
16. Web Real-Time Communication
17. It’s a technologY
18. WebRTC is LIKE a story
19. Peer to Peer Look mom, no servers
20. Mandatory Encryption
21. browsers
22. Devices Too!
23. Over 6.2 Billion By 2018
24. Plugin freE… mostly.
25. it’s complicated PeerConnection API ✔ ✔ ✔ ✔ ✗ ✗ ✔ ORTC API ✗ ✗ ✗ ✗ ✗ ✗ getUserMedia ✔ ✔ ✔ ✔ ✗ ✔ simulcast ✔ ✗ ✗ ✗ ✗ ✗ mediaConstraints ✗ ✗ ✗ TURN support ✔ ✔ ✔ ✔ ✗ ✗ ✔ MediaStream API ✔ ✔ ✗ ✗ ✔ WebAudio Integration ✔ ✔ ✔ ✔ ✗ ✗ ✔ dataChannels ✔ ✔ ✔ ✔ ✗ ✗ ✔ Screen Sharing ✗ ✗ ✗ ✗ Stream re-broadcasting ✗ ✗ ✗ ✗ ✗ Multiple Streams ✔ ✔ ✗ ✗ ✗ ✗ ✔ Solid Interop ✗ ✗ Echo cancellation ✔ ✔ ✗ ✗
26. ORTC|WebRTC 1.1
27. Media Channels
28. Data Channels
29. Complexities Turn
30. v=0 o=- 5691129608425811453 2 IN IP4 127.0.0.1 s=- t=0 0 a=group:BUNDLE audio video a=msid-semantic: WMS JDwNJMrmZNj84gYNg424N5P6GMcWpoEbWPfH m=audio 1 RTP/SAVPF 111 103 104 0 8 106 105 13 126 c=IN IP4 0.0.0.0 a=rtcp:1 IN IP4 0.0.0.0 a=ice-ufrag:pPY+v+oGYv+DIP6g a=ice-pwd:90JfdXYZMUTgh8rb+3kkwWle a=ice-options:google-ice a=fingerprint:sha-256 CC:19:F4:33:DE:02:DB:46:AC:4F:CE:9F:44:E4:57:77:D9:83:99:09:C5:AC:EA:CA:3C:6E:E5:46:34:82:60:5A a=setup:actpass a=mid:audio a=extmap:1 urn:ietf:params:rtp-hdrext:ssrc-audio-level a=extmap:3 http://www.webrtc.org/experiments/rtp-hdrext/abs-send-time a=sendrecv a=rtcp-mux a=rtpmap:111 opus/48000/2 a=fmtp:111 minptime=10 a=rtpmap:103 ISAC/16000 a=rtpmap:104 ISAC/32000 a=rtpmap:0 PCMU/8000 a=rtpmap:8 PCMA/8000 ICE|STUN|TURN| Trickle ICE|SDP munging
31. ICE
32. STUN
33. TURN
34. Audio|Video| Data|Screenshare
35. HD
36. Uses Web Tooling Designed For the Web
37. What WebRTC Isn’t
38. Replacement for telephony
39. Signalling!
40. DISCOVERABILITY C D B A
41. Authentication
42. Mobile!
43. However… SDKs
44. It’s like Building Lego!
45. Huge Backing
46. Google
47. Mozilla
49. Amazon
51. Tokbox
53. Acision
54. &yet
55. Twilio
56. Respoke
57. +∞
58. WebRTC in customer service today
59. Amazon MayDay
60. 75% of Queries FROM Fire HDX USERS come from MayDAY
61. ZendesK
62. Google helpouts
63. Intelligent Customer Service
64. webRTC Customer Service Summit ! Vegas
65. Increased revenues
66. Lower cost
67. cost centre
68. Better interaction Cost Less faster interactions
69. better context
70. Shave a second off every Call ! How Much saved per year?
71. Video enablE your Contact Centre
72. Customer Privacy One Way Video/Audio
73. revenue generator? Or Just Reduce Cost?
74. Less High Cost Component Infrastructure
75. better customer relationship
76. Remote Working
77. Metrics!
78. better customer service WITH WebRTC
79. Speech to text
80. Instant Session Recording
81. support Direct from the browser
82. New Devices, New Possibilities
83. User Tracing ! No Expensive Infrastructure
84. IVR Hell
85. Upgrade the Call Media as the situation needs
86. Near Instant & Simple Screensharing Maybe…
87. TIGHT Integration Into Your CRM
88. You all know it’s about differentiation!
89. Happy customers SPEND more!
90. But None of this is NEw
91. The Peer to Peer & No Plugins bit Is!
92. What Does Peer to Peer mean to you?
93. LESS Infrastructure Less Complexity Cheaper solutions
94. EXAMPLES You Say?!
95. SCRAP Your Phone System
96. OK, That’s a little extreme… ! But Do-able RIGHT NOW
97. Enabling in-app calling to concierge|hotel|host
98. Enabling in-room calling to concierge via IN-ROOM TV
99. Remove Security Barriers
100. Thanks! Questions? @dan_jenkins