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WE'VE GOT THE WIZARDRY, WHAT NOW? 1 Dan Jenkins Kamailio World 2017

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Page 1: WE'VE GOT THE WIZARDRY, WHAT NOW? · WE STILL THINK ABOUT TECHNOLOGY/EXPECTATIONS OF YESTER-YEAR We expect users to get in contact with us; not the other way around Customers go through

WE'VE GOT THE WIZARDRY, WHAT NOW?

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Dan Jenkins Kamailio World 2017

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DAN JENKINS@dan_jenkins

Google Developer Expert

(Expert in Web Technologies specialising in WebRTC)

Founder Nimble Ape Ltd

Web Engineer/Architect who happens to do RTC

Not a typical telecommunications developer

General Geek

Lego Geek

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NIMBLE APE LTD@nimbleapeltd

WebRTC Development & Consulting

IoT | Microservices | Docker

Web APIs & Scalable Web Services

Asterisk Applications (ARI)

Node.js Development & Consulting

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PSA

THIS TALK ISN'T SPECIFICALLY ABOUT KAMAILIO

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I WANT YOU TO SEE ANOTHER PERSPECTIVE

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ON TO THE MAGIC!

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WAS THIS TITLE JUST AN EXCUSE TO USE THIS GIF?

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WAS THIS TITLE JUST AN EXCUSE TO USE THIS GIF?

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BUT SERIOUSLY...

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MAGIC ISN'T LIKE IT IS IN THE MOVIES

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MAGIC IS AN

ILLUSION

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MAGIC IS SUBTLE

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MAGIC IS SKILFUL

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MAGIC IS AN ART

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MAGIC IS GIVING YOUR CONSUMERS

A SPELLBINDING EXPERIENCE

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MAGIC IN THE WILD

TODAY

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I HAVE A FAULT WITH MY (BROADBAND/PHONE/TV/A N OTHER)

PROVIDERYour provider monitors their infrastructure. They know when you're having an issue. They have your contact details.

You call your provider and they tell you in the IVR process they know about the fault and offer a callback/SMS option when its fixed.

Receiving an SMS/Email from your provider as they already know about your issue.

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The caller never gets to an agent and doesn't waste time talking to a workforce.

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YES, YES IT WOULD.

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DOES IT HAPPEN?

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Disclaimer: Some providers might do it... but most don't. Do you know of one?

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IT'S IN THEIR OWN INTEREST TO DO IT!

They have a Contact Centre (a Cost Centre)

They want to minimise the reasons customers call into the Contact Centre for support. Its an additional cost for the business.

Being a provider isn't enough anymore - you have to be an awesome provider otherwise customers will move to another - they want to keep the customer!

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WE STILL THINK ABOUT TECHNOLOGY/EXPECTATIONS

OF YESTER-YEARWe expect users to get in contact with us; not the other way around

Customers go through IVR trees - even if you have a speech to text decision making IVR

Generally customers ask a question and we find an answer

Theres no cleverness going on

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WE NEED TO START THINKING ABOUT TODAY'S

AND TOMORROW'S TECHNOLOGY. RIGHT NOW

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This expands further than phone calls (be it SIP/PSTN/VoLTE)

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AVAILABLE TECHNOLOGIESA company's own data (API/Database)

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COMPANY'S OWN DATA

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UTILISE YOUR DATA ON YOUR CUSTOMERS AND GIVE A MAGICAL

EXPERIENCE

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AVAILABLE TECHNOLOGIESA company's own data (API/Database)

Monitoring

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MONITORING DATA

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YOU KNOW WHEN A SERVICE GOES DOWN

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UTILISE YOUR DATA ON YOUR INFRASTRUCTURE

AND GIVE A MAGICAL EXPERIENCE

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AVAILABLE TECHNOLOGIESA company's own data (API/Database)

Monitoring

Artificial Intelligence

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NOT THIS THIS

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GOOGLE AMAZON

IBM ORACLE

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SPEECH RECOGNITION NATURAL LANGUAGE ANALYSIS

IMAGE ANALYSIS TEXT ANALYSIS

TEXT TRANSLATION MACHINE LEARNING

CHATBOTS

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5 YEARS AGO, THIS WAS EXPENSIVE

License costs

Hardware costs

Expertise costs

Time costs

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Doing anything "clever" was difficult and expensive

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TODAY ITS A FEW HUNDRED LINES OF CODE TO GET STARTED

Utilising a cloud provider and their smart people/hardware

Its actually fairly cheap in the grand scheme of things

Make decisions/amendments quicker

PaaS APIs are your friend - go use them - even better, contribute back to X project to make it easier to do it in the future.

Not using Open Source software is OK!

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CAN ANYONE NAME ME A CURRENT MAGICAL EXPERIENCE YOU'VE

ENCOUNTERED?

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AN AWESOME MAGICAL JOURNEY

I keep going overdrawn with my bank

But I put money into my savings account every month

Why can't the bank just move money around for me and alert me?

To save me fees/hassle? - There are other ways of making money

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AN AWESOME MAGICAL JOURNEYCalling into a Contact Centre

I get asked what I the call is about by the IVR

The audio gets sent to Google's Speech to text engine or AWS Lex in real time

Utilise Google's Natural Language Analysis or AWS Lex to figure out what the user wants

Find the right answer based on tags on the question returned by cloud provider

Reply with Google's Speech API or AWS Polly (Sorry Allison)

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Create a true Voice User Interface

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OUR USERS DESERVE MAGIC.

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MAKE YOUR USERS FEEL YOU'RE TAKING CARE

OF THEM - YOU ALREADY KNOW ABOUT

THEIR ISSUE

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WHAT CAN YOU DO FOR YOUR CONSUMERS?

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WHERES THE DEMO?

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Tomorrow - in Dangerous Demos!

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WHERES THE DEMO?

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REMEMBER

GIVE YOUR USERS

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REMEMBER

GIVE YOUR USERS

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DON'T BE A MUGGLE. THANKS!

Dan Jenkins

@dan_jenkins

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