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How APIs Enable Contextual Communications
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 ENABLECONTEXTUAL COMMUNICATIONS APIDAYS PARIS - DECEMBER 2016
- 2. PHIL @LEGGETTER HEAD OFDEVELOPER RELATIONS LEGGETTER@NEXMO.COM @LEGGETTER
- 3. Chat Apps TransportSocial Communication FinanceTravel eCommerce
- 4. WHAT WE’LL COVER ▸What is Contextual Communication? ▸ Why it matters? ▸ How APIs enable Contextual Communications ▸ Thoughts & Summary
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- 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): thesituation in which something happens : the group of conditions that exist where and when something happens
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- 9. AMAZON MAYDAY ▸ Knowswho 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)
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- 13. INTERCOM ▸ Knows whoyou 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
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- 17. Social Website Store Phone Mobile Email App 1 2 LOSING CONTEXTACROSS A SINGLE CHANNEL! POTENTIAL LOSS OF CONTEXT
- 20. MAINTAINING CONTEXT THROUGHSTATE IMPROVES THE USER EXPERIENCE
- 21. Social Website Store Phone Mobile Email App 1 2 4 3 5 CONVERSATIONS CAN TAKEPLACE ACROSS MULTIPLE CHANNELS (OMNI CHANNEL) 6 POTENTIAL LOSS OF CONTEXT 7
- 22. IP MessagingPSTN IPVoice SMS COMMUNICATIONS ACROSS CHANNELS Email
- 23. MY PREFERENCE NOT FORME! MAYBE I’M PUT OFF BY HUMAN INTERACTION!?!
- 24. CONTEXT CAN ALSOIMPACT 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
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- 27. API FOR COMMUNICATIONS IPMessagingPSTN IP Voice SMS Email
- 28. DEVICE API FORACCESSING 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 FORACCESSING 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)
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- 32. API FOR COMMUNICATIONS IPMessagingPSTN IP Voice SMS Email
- 33. COMMUNICATIONS TRANSPORTS, PATTERNSAND PROTOCOLS HTTP WebSocket RTCPeerConnection WebHook PubSub MQTT EventSource Evented PubSub DataSync RPC/RMI GRIP LiveResource WAMP SMPP SIP
- 34. CONTEXT VOICE IS THEMOST NATURAL UI VOICE HAS THE POTENTIAL OF SIGNIFICANT REACH http://www.slideshare.net/kleinerperkins/2016-internet-trends-report
- 35. EXAMPLE OF BRIDGINGTRANSPORTS (WEBSOCKET VISUALIZER)
- 36. VOICE AND BOTS?IBM WATSON INTU - WEBSOCKET <-> PSTN
- 37. EXAMPLE OF INTEGRATIONWITH COGNITIVE SERVICES
- 38. SUMMARY ▸ Contextual Communicationsprovides 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 SocialConnectors NEXMO CONVERSATION API: THE CONTEXT AWARE API
- 40. GET EARLY ACCESS JOINTHE NEXMO COMMUNITY SLACK http://bit.ly/nexmo-slack
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