Future of Web Apps - Giving Customer Support using WebRTC
1 like2,398 views
The document discusses the use of WebRTC technology to enhance customer service by enabling real-time communication directly through browsers without plugins. It highlights the benefits of peer-to-peer connections, including reduced costs and increased efficiency, while showcasing successful implementations like Amazon Mayday. The presentation also addresses potential applications in contact centers and the overall importance of customer differentiation and satisfaction.
Future of Web Apps - Giving Customer Support using WebRTC
- 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 www.nimbleape.com @dan_jenkins
- 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…
- 9. BackING
- 10. WebRTC in Customer Service Today
- 11. Using WebRtc For Intelligent Customer Service Clever Astounding Knowledgeable Intelligent Awesome Capable Resourceful Ingenious Comprehensive Smart Alert Bright
- 12. Using WebRTC to give better customer service
- 13. Who’s in the room?
- 14. What is WebRTC?
- 15. DISRUPT!
- 18. WebRTC is LIKE a story
- 19. Peer to Peer Look mom, no servers
- 21. browsers
- 22. Devices Too!
- 23. Over 6.2 Billion By 2018
- 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
- 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 a=rtpmap:106 CN/32000 ICE|STUN|TURN| Trickle ICE|SDP munging
- 31. ICE
- 32. STUN
- 33. TURN
- 35. HD
- 36. Uses Web Tooling Designed For the Web
- 39. Signalling!
- 40. DISCOVERABILITY A B C D
- 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
- 64. webRTC Customer Service Summit ! Vegas
- 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
- 76. Remote Working
- 77. Metrics!
- 78. better customer service WITH WebRTC
- 79. Speech to text
- 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
- 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