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How APIs Enable Contextual Communications

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You've probably heard the term "Contextual Communications" over the past year. But what does it mean? Why does it matter? And how would you use contextual communications within an application or bot that you are building?

In this talk I will share the What, Why and How of contextual communications. Think SMS, in-app messaging, voice and mix in things like location, time, history and all the data around this. Finally, I'll demonstrate how APIs make all of this possible.

Publié dans : Logiciels
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How APIs Enable Contextual Communications

  1. 1. HOW APIS ENABLE CONTEXTUAL COMMUNICATIONS APIDAYS PARIS - DECEMBER 2016
  2. 2. PHIL @LEGGETTER HEAD OF DEVELOPER RELATIONS LEGGETTER@NEXMO.COM @LEGGETTER
  3. 3. Chat Apps Transport Social Communication FinanceTravel eCommerce
  4. 4. WHAT WE’LL COVER ▸ What is Contextual Communication? ▸ Why it matters? ▸ How APIs enable Contextual Communications ▸ Thoughts & Summary
  5. 5. WHAT?
  6. 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. 7. Context (n): the situation in which something happens : the group of conditions that exist where and when something happens
  8. 8. AMAZON MAYDAY
  9. 9. AMAZON MAYDAY ▸ Knows who you are? ▸ Knows what you're doing on your Kindle ▸ Can annotate your screen ▸ Can Control your Kindle (?)
  10. 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)
  11. 11. Social Website Store Phone Mobile Email App 1 2 4 3 5 6 7 MULTIPLE CHANNELS (OMNI CHANNEL)
  12. 12. INTERCOM
  13. 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. 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. 15. WHY?
  16. 16. EXISTING EXPERIENCES SUCK
  17. 17. Social Website Store Phone Mobile Email App 1 2 LOSING CONTEXT ACROSS A SINGLE CHANNEL! POTENTIAL LOSS OF CONTEXT
  18. 18. MAINTAINING CONTEXT THROUGH STATE IMPROVES THE USER EXPERIENCE
  19. 19. 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
  20. 20. IP MessagingPSTN IP Voice SMS COMMUNICATIONS ACROSS CHANNELS Email
  21. 21. MY PREFERENCE NOT FOR ME! MAYBE I’M PUT OFF BY HUMAN INTERACTION!?!
  22. 22. 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)
  23. 23. 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
  24. 24. HOW? (APIS ENABLE CONTEXTUAL COMMUNICATIONS)
  25. 25. API FOR COMMUNICATIONS IP MessagingPSTN IP Voice SMS Email
  26. 26. 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
  27. 27. WEB APIS FOR ACCESSING CONTEXT IDENTITY APP DATA GEOLOCATION CONTACTS CALENDAR CONNECTIVITY MICROPHONE CAMERA PHONESMS ORIENTATION BATTERY ?
  28. 28. 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)
  29. 29. THINGS TO CONSIDER
  30. 30. API FOR COMMUNICATIONS IP MessagingPSTN IP Voice SMS Email
  31. 31. COMMUNICATIONS TRANSPORTS, PATTERNS AND PROTOCOLS HTTP WebSocket RTCPeerConnection WebHook PubSub MQTT EventSource Evented PubSub DataSync RPC/RMI GRIP LiveResource WAMP SMPP SIP
  32. 32. CONTEXT VOICE IS THE MOST NATURAL UI VOICE HAS THE POTENTIAL OF SIGNIFICANT REACH http://www.slideshare.net/kleinerperkins/2016-internet-trends-report
  33. 33. EXAMPLE OF BRIDGING TRANSPORTS (WEBSOCKET VISUALIZER)
  34. 34. VOICE AND BOTS? IBM WATSON INTU - WEBSOCKET <-> PSTN
  35. 35. EXAMPLE OF INTEGRATION WITH COGNITIVE SERVICES
  36. 36. 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
  37. 37. PSTN SIP SMS WebRTC Bot Nexmo API IP Messaging Social Connectors NEXMO CONVERSATION API: THE CONTEXT AWARE API
  38. 38. GET EARLY ACCESS JOIN THE NEXMO COMMUNITY SLACK http://bit.ly/nexmo-slack
  39. 39. PHIL @LEGGETTER DEVELOPER ADVOCATE LEGGETTER@NEXMO.COM @LEGGETTER

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