future of web apps - giving customer support using webrtc
DESCRIPTION
The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014TRANSCRIPT
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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 JENKINSPrimarily a Node.js Developer
Love Lego
Founder of Nimble Ape
@dan_jenkinswww.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
CleverAstounding
Knowledgeable
Inte
llig
ent Awesome
Capa
ble
Comp
rehe
nsiv
eRe
sour
cefu
lIn
geni
ous
Smart
AlertBrig
ht
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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 PeerLook 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 complicatedPeerConnection 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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ComplexitiesTurn
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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 a=rtpmap:106 CN/32000
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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HD
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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 DBA
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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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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
![Page 99: Future of Web Apps - Giving Customer Support using WebRTC](https://reader038.vdocuments.us/reader038/viewer/2022102902/559435431a28ab911a8b4724/html5/thumbnails/99.jpg)
Remove Security Barriers
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Thanks!
Questions?@dan_jenkins