Post on 16-Apr-2017
HOW APIS ENABLE CONTEXTUAL COMMUNICATIONS
APIDAYS PARIS - DECEMBER 2016
PHIL @LEGGETTER HEAD OF DEVELOPER RELATIONS
LEGGETTER@NEXMO.COM @LEGGETTER
Chat Apps Transport Social Communication FinanceTravel eCommerce
WHAT WE’LL COVER
▸ What is Contextual Communication?
▸ Why it matters?
▸ How APIs enable Contextual Communications
▸ Thoughts & Summary
WHAT?
“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
?
?
Context (n): the situation in which something happens : the group of conditions that exist where and when something happens
AMAZON MAYDAY
AMAZON MAYDAY
▸ Knows who you are?
▸ Knows what you're doing on your Kindle
▸ Can annotate your screen
▸ Can Control your Kindle (?)
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)
Social
Website
Store
Phone
Mobile
App
1
2
4
3
5
6
7
MULTIPLE CHANNELS (OMNI CHANNEL)
INTERCOM
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
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
WHY?
EXISTING EXPERIENCES SUCK
Social
Website
Store
Phone
Mobile
App
1 2
LOSING CONTEXT ACROSS A SINGLE CHANNEL!
POTENTIAL LOSS OF CONTEXT
MAINTAINING CONTEXT THROUGH STATE IMPROVES THE USER EXPERIENCE
Social
Website
Store
Phone
Mobile
App
1
2
4
3
5
CONVERSATIONS CAN TAKE PLACE ACROSS MULTIPLE CHANNELS (OMNI CHANNEL)
6
POTENTIAL LOSS OF CONTEXT
7
IP MessagingPSTN IP Voice SMS
COMMUNICATIONS ACROSS CHANNELS
MY PREFERENCENOT FOR ME!
MAYBE I’M PUT OFF BY HUMAN
INTERACTION!?!
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)
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
HOW? (APIS ENABLE CONTEXTUAL COMMUNICATIONS)
API FOR COMMUNICATIONS
IP MessagingPSTN IP Voice SMS Email
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
WEB APIS FOR ACCESSING CONTEXT
IDENTITY APP DATA
GEOLOCATION CONTACTS
CALENDAR CONNECTIVITY
MICROPHONE CAMERA
PHONESMS
ORIENTATION BATTERY
?
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)
THINGS TO CONSIDER
API FOR COMMUNICATIONS
IP MessagingPSTN IP Voice SMS Email
COMMUNICATIONS TRANSPORTS, PATTERNS AND PROTOCOLS
HTTP
WebSocket
RTCPeerConnection
WebHookPubSub
MQTT
EventSource
Evented PubSub
DataSync
RPC/RMI
GRIP
LiveResource
WAMP
SMPP
SIP
CONTEXT
VOICE IS THE MOST NATURAL UI VOICE HAS THE POTENTIAL OF SIGNIFICANT REACH
http://www.slideshare.net/kleinerperkins/2016-internet-trends-report
EXAMPLE OF BRIDGING TRANSPORTS (WEBSOCKET VISUALIZER)
VOICE AND BOTS? IBM WATSON INTU - WEBSOCKET <-> PSTN
EXAMPLE OF INTEGRATION WITH COGNITIVE SERVICES
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
PSTN
SIP
SMS
WebRTC
Bot
Nexmo API
IP Messaging
Social Connectors
NEXMO CONVERSATION API: THE CONTEXT AWARE API
PHIL @LEGGETTER DEVELOPER ADVOCATE
LEGGETTER@NEXMO.COM @LEGGETTER