How APIs Enable Contextual Communications
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The document discusses the concept of contextual communication, emphasizing its importance as customer interactions increasingly become digital and omnichannel. It highlights how APIs facilitate maintaining context across various communication methods, thereby enhancing user experience. The presentation also covers practical applications and the significance of using rich data to improve communication strategies.
How APIs Enable Contextual Communications
- 1. HOW APIS ENABLE CONTEXTUAL COMMUNICATIONS APIDAYS PARIS - DECEMBER 2016
- 2. PHIL @LEGGETTER HEAD OF DEVELOPER RELATIONS [email protected] @LEGGETTER
- 3. Chat Apps Transport Social Communication FinanceTravel eCommerce
- 4. WHAT WE’LL COVER ▸ What is Contextual Communication? ▸ Why it matters? ▸ How APIs enable Contextual Communications ▸ Thoughts & Summary
- 5. WHAT?
- 6. “By 2017, 70% of customer communications will be digital, contextualized and consumed on demand via multiple channels, including the web, mobile devices and social media.” Gartner (2014) AN OBVIOUS TREND LET USERS COMMUNICATE WHEN AND WHERE SUITS THEM ? ?
- 7. Context (n): the situation in which something happens : the group of conditions that exist where and when something happens
- 9. AMAZON MAYDAY ▸ Knows who you are? ▸ Knows what you're doing on your Kindle ▸ Can annotate your screen ▸ Can Control your Kindle (?)
- 10. Multiple Channels/Omni-channel (n): a synchronized operating model in which all of the company’s channels are aligned and present a single face to the customer Accenture (2015)
- 12. INTERCOM
- 13. INTERCOM ▸ Knows who you are ▸ Has a lot of data about your product usage ▸ Communicate on-demand ▸ Provides "Omni Channel" Communication ▸ In-App Messaging ▸ Push Notifications ▸ Email
- 14. Contextual communication (n): the bidirectional transfer of information between two parties where both parties are aware of the relational, environmental and cultural context of the exchangeWHAT IS THE RELATIONSHIP? VIRTUAL (APP/ DEVICE) PHYSICAL INFORM DECISIONS ON HOW TO COMMUNICATE
- 15. WHY?
- 17. Social Website Store Phone Mobile Email App 1 2 LOSING CONTEXT ACROSS A SINGLE CHANNEL! POTENTIAL LOSS OF CONTEXT
- 20. MAINTAINING CONTEXT THROUGH STATE IMPROVES THE USER EXPERIENCE
- 21. Social Website Store Phone Mobile Email App 1 2 4 3 5 CONVERSATIONS CAN TAKE PLACE ACROSS MULTIPLE CHANNELS (OMNI CHANNEL) 6 POTENTIAL LOSS OF CONTEXT 7
- 22. IP MessagingPSTN IP Voice SMS COMMUNICATIONS ACROSS CHANNELS Email
- 23. MY PREFERENCE NOT FOR ME! MAYBE I’M PUT OFF BY HUMAN INTERACTION!?!
- 24. CONTEXT CAN ALSO IMPACT THE BEST FORM OF COMMUNICATION ▸ e.g. Communicate with me whilst I’m travelling ▸ The User - who am I? ▸ Geolocation - traveling outside of normal location ▸ Connectivity - I have Wifi connectivity ▸ Calendar - I’m giving a talk ▸ Message Priority ▸ Email (Read at some point) ▸ Push Notification/SMS (Read soon)
- 25. WHY CONTEXTUAL COMMUNICATIONS ▸ Maintain context through state/data ▸ Continue conversations across channels ▸ Allow users to communicate in the ways that suits them ▸ Use multiple sources of data to make intelligent decisions ▸ Provide a more efficient and better UX
- 27. API FOR COMMUNICATIONS IP MessagingPSTN IP Voice SMS Email
- 28. DEVICE API FOR ACCESSING CONTEXT Icons made by madebyoliver via www.flaticon.com is licensed by CC 3.0 BY IDENTITY APP DATA GEOLOCATION CONTACTS CALENDAR CONNECTIVITY MICROPHONE CAMERA PHONESMS ORIENTATION BATTERY
- 29. WEB APIS FOR ACCESSING CONTEXT IDENTITY APP DATA GEOLOCATION CONTACTS CALENDAR CONNECTIVITY MICROPHONE CAMERA PHONESMS ORIENTATION BATTERY ?
- 30. APIS PROVIDING CONTEXT ▸ e.g. Communicate with me whilst I’m travelling ▸ The User - who am I? ▸ Location - traveling outside of normal location ▸ Connectivity - I have Wifi connectivity ▸ Calendar - I’m giving a talk ▸ Message Priority ▸ Email (Read at some point) ▸ SMS/Push Notification (Read soon)
- 32. API FOR COMMUNICATIONS IP MessagingPSTN IP Voice SMS Email
- 33. COMMUNICATIONS TRANSPORTS, PATTERNS AND PROTOCOLS HTTP WebSocket RTCPeerConnection WebHook PubSub MQTT EventSource Evented PubSub DataSync RPC/RMI GRIP LiveResource WAMP SMPP SIP
- 34. CONTEXT VOICE IS THE MOST NATURAL UI VOICE HAS THE POTENTIAL OF SIGNIFICANT REACH http://www.slideshare.net/kleinerperkins/2016-internet-trends-report
- 35. EXAMPLE OF BRIDGING TRANSPORTS (WEBSOCKET VISUALIZER)
- 36. VOICE AND BOTS? IBM WATSON INTU - WEBSOCKET <-> PSTN
- 37. EXAMPLE OF INTEGRATION WITH COGNITIVE SERVICES
- 38. SUMMARY ▸ Contextual Communications provides the User with an experience where… ▸ UX is enhanced by state/conversation history ▸ Context is maintained across communications channels ▸ APIs give us the power to… ▸ Communicate across channels and maintain context ▸ Add rich data to provide intelligent communication solutions ▸ Maintain and enhance experience further
- 39. PSTN SIP SMS WebRTC Bot Nexmo API IP Messaging Social Connectors NEXMO CONVERSATION API: THE CONTEXT AWARE API
- 40. GET EARLY ACCESS JOIN THE NEXMO COMMUNITY SLACK http://bit.ly/nexmo-slack