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Future of Web Apps - Giving Customer Support using WebRTC

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The hard parts of WebRTC and the benefits to using WebRTC for customer Service - talk given at the Future of Web Apps London 2014

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Future of Web Apps - Giving Customer Support using WebRTC

  1. 1. GIVING BETTER CUSTOMER SUPPORT USING WEBRTC Dan Jenkins @dan_jenkins
  2. 2. Who am I?
  3. 3. DAN JENKINS Primarily a Node.js Developer Love Lego Founder of Nimble Ape www.nimbleape.com @dan_jenkins
  4. 4. WebRTC and ME
  5. 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. 6. The next 40 minutes…
  7. 7. What IS WebRTC?
  8. 8. What WEBRTC Isn’t
  9. 9. BackING
  10. 10. WebRTC in Customer Service Today
  11. 11. Using WebRtc For Intelligent Customer Service Clever Astounding Knowledgeable Intelligent Awesome Capable Resourceful Ingenious Comprehensive Smart Alert Bright
  12. 12. Using WebRTC to give better customer service
  13. 13. Who’s in the room?
  14. 14. What is WebRTC?
  15. 15. DISRUPT!
  16. 16. Web Real-Time Communication
  17. 17. It’s a technologY
  18. 18. WebRTC is LIKE a story
  19. 19. Peer to Peer Look mom, no servers
  20. 20. Mandatory Encryption
  21. 21. browsers
  22. 22. Devices Too!
  23. 23. Over 6.2 Billion By 2018
  24. 24. Plugin freE… mostly.
  25. 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. 26. ORTC|WebRTC 1.1
  27. 27. Media Channels
  28. 28. Data Channels
  29. 29. Complexities Turn
  30. 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. 31. ICE
  32. 32. STUN
  33. 33. TURN
  34. 34. Audio|Video| Data|Screenshare
  35. 35. HD
  36. 36. Uses Web Tooling Designed For the Web
  37. 37. What WebRTC Isn’t
  38. 38. Replacement for telephony
  39. 39. Signalling!
  40. 40. DISCOVERABILITY A B C D
  41. 41. Authentication
  42. 42. Mobile!
  43. 43. However… SDKs
  44. 44. It’s like Building Lego!
  45. 45. Huge Backing
  46. 46. Google
  47. 47. Mozilla
  48. 48. Amazon
  49. 49. Tokbox
  50. 50. Acision
  51. 51. &yet
  52. 52. Twilio
  53. 53. Respoke
  54. 54. +∞
  55. 55. WebRTC in customer service today
  56. 56. Amazon MayDay
  57. 57. 75% of Queries FROM Fire HDX USERS come from MayDAY
  58. 58. ZendesK
  59. 59. Google helpouts
  60. 60. Intelligent Customer Service
  61. 61. webRTC Customer Service Summit ! Vegas
  62. 62. Increased revenues
  63. 63. Lower cost
  64. 64. cost centre
  65. 65. Better interaction Cost Less faster interactions
  66. 66. better context
  67. 67. Shave a second off every Call ! How Much saved per year?
  68. 68. Video enablE your Contact Centre
  69. 69. Customer Privacy One Way Video/Audio
  70. 70. revenue generator? Or Just Reduce Cost?
  71. 71. Less High Cost Component Infrastructure
  72. 72. better customer relationship
  73. 73. Remote Working
  74. 74. Metrics!
  75. 75. better customer service WITH WebRTC
  76. 76. Speech to text
  77. 77. Instant Session Recording
  78. 78. support Direct from the browser
  79. 79. New Devices, New Possibilities
  80. 80. User Tracing ! No Expensive Infrastructure
  81. 81. IVR Hell
  82. 82. Upgrade the Call Media as the situation needs
  83. 83. Near Instant & Simple Screensharing Maybe…
  84. 84. TIGHT Integration Into Your CRM
  85. 85. You all know it’s about differentiation!
  86. 86. Happy customers SPEND more!
  87. 87. But None of this is NEw
  88. 88. The Peer to Peer & No Plugins bit Is!
  89. 89. What Does Peer to Peer mean to you?
  90. 90. LESS Infrastructure Less Complexity Cheaper solutions
  91. 91. EXAMPLES You Say?!
  92. 92. SCRAP Your Phone System
  93. 93. OK, That’s a little extreme… ! But Do-able RIGHT NOW
  94. 94. Enabling in-app calling to concierge|hotel|host
  95. 95. Enabling in-room calling to concierge via IN-ROOM TV
  96. 96. Remove Security Barriers
  97. 97. Thanks! Questions? @dan_jenkins

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