Future of Web Apps - Giving Customer Support using WebRTC

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GIVING BETTER CUSTOMER SUPPORT USING WEBRTC Dan Jenkins @dan_jenkins

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Who am I?

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DAN JENKINS Primarily a Node.js Developer Love Lego Founder of Nimble Ape @dan_jenkins www.nimbleape.com

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WebRTC and ME

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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

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The next 40 minutes…

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What IS WebRTC?

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What WEBRTC Isn’t

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BackING

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WebRTC in Customer Service Today

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Using WebRtc For Intelligent Customer Service Clever Astounding Knowledgeable Intelligent Awesome Capable Comprehensive Resourceful Ingenious Smart Alert Bright

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Using WebRTC to give better customer service

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Who’s in the room?

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What is WebRTC?

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DISRUPT!

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Web Real-Time Communication

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It’s a technologY

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WebRTC is LIKE a story

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Peer to Peer Look mom, no servers

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Mandatory Encryption

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browsers

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Devices Too!

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Over 6.2 Billion By 2018

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Plugin freE… mostly.

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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 ✔ ✔ ✗ ✗

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ORTC|WebRTC 1.1

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Media Channels

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Data Channels

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Complexities Turn

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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

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ICE

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STUN

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TURN

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Audio|Video| Data|Screenshare

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Uses Web Tooling Designed For the Web

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What WebRTC Isn’t

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Replacement for telephony

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Signalling!

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DISCOVERABILITY C D B A

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Authentication

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Mobile!

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However… SDKs

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It’s like Building Lego!

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Huge Backing

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Google

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Mozilla

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Amazon

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Tokbox

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Acision

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&yet

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Twilio

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Respoke

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+∞

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WebRTC in customer service today

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Amazon MayDay

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75% of Queries FROM Fire HDX USERS come from MayDAY

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ZendesK

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Google helpouts

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Intelligent Customer Service

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webRTC Customer Service Summit ! Vegas

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Increased revenues

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Lower cost

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cost centre

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Better interaction Cost Less faster interactions

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better context

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Shave a second off every Call ! How Much saved per year?

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Video enablE your Contact Centre

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Customer Privacy One Way Video/Audio

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revenue generator? Or Just Reduce Cost?

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Less High Cost Component Infrastructure

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better customer relationship

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Remote Working

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Metrics!

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better customer service WITH WebRTC

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Speech to text

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Instant Session Recording

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support Direct from the browser

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New Devices, New Possibilities

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User Tracing ! No Expensive Infrastructure

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IVR Hell

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Upgrade the Call Media as the situation needs

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Near Instant & Simple Screensharing Maybe…

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TIGHT Integration Into Your CRM

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You all know it’s about differentiation!

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Happy customers SPEND more!

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But None of this is NEw

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The Peer to Peer & No Plugins bit Is!

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What Does Peer to Peer mean to you?

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LESS Infrastructure Less Complexity Cheaper solutions

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EXAMPLES You Say?!

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SCRAP Your Phone System

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OK, That’s a little extreme… ! But Do-able RIGHT NOW

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Enabling in-app calling to concierge|hotel|host

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Enabling in-room calling to concierge via IN-ROOM TV

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Remove Security Barriers

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Thanks! Questions? @dan_jenkins