TADSummit, Proactive Customer Care via Contextual Information Luca Pradovera

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Proactive Customer Care via Contextual Information Luca Pradovera, Real Time Application Engineer, MojoLingo With the proper configuration and knowledge it is possible for a service provider to anticipate why a customer is calling and proactively initiate actions - even before the agent says "hello." This talk will include several examples of what is potentially possible when you combine contextual information with a customer call.

Technologie

Proactive Customer Care via
Contextual Information
Luca Pradovera
TADSummit 2017

CAN YOU SPEAK MAGIC?
INTRODUCING MYSELF
• Luca Pradovera

• Principal at Mojo Lingo (Atlanta, GA and Milan, Italy)

• Real time application developers

• Adhearsion maintainers

• We build IVRs, dialers, WebRTC apps, mobile apps
2

CAN YOU SPEAK MAGIC?
CUSTOMER SERVICE TODAY
• 76% of users rate businesses on customer service

• 59% of bad customer experiences are shared online

• 75% think a phone call is most eﬀective when acting
on a purchase decision

• 62 billion dollars lost yearly as a result of bad service
3
https://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-customer-service-
infographic

CAN YOU SPEAK MAGIC?
THE PHONE CALL PROBLEM
• No information

• Even Caller ID is not granted

• Time is spent ﬁguring out the context
4

CAN YOU SPEAK MAGIC?
WHAT IS CONTEXTUAL COMMUNICATIONS?
• Leveraging analytics to provide a better service

• Improving communications by adding an information
layer

• Not only for channels, but for operating modes too
5

CAN YOU SPEAK MAGIC?
INFORMATION SOURCES
6
Virtual
Data
Physical

CAN YOU SPEAK MAGIC?
VIRTUAL CONTEXT
• Browsing history

• App actions

• Phone call history
7

CAN YOU SPEAK MAGIC?
ANALYTICS CONTEXT
• Predictive algorithms

• Inference

• ASR and sentiment analysys

• Classiﬁers and correlations
8

CAN YOU SPEAK MAGIC?
PHYSICAL CONTEXT
• GPS

• Accelerometers

• Cameras

• Microphones
9

CAN YOU SPEAK MAGIC?
POSSIBLE SCENARIOS
• User has a car problem

• Opens up the car service app

• App has information from the car itself, location,
issue, even weather
10

CAN YOU SPEAK MAGIC?
CONVERSATION
11
“Hello, I can see your radiator has a leak. It
is not safe to drive the car even for short
distances, and it is going to rain shortly.
There is a gas station ﬁve kilometers down
the road who is one of our repair shops.
Would you like me to send help?”

CAN YOU SPEAK MAGIC?
ANOTHER POSSIBLE SCENARIO
• User is browsing an ecommerce website

• Specialized shop (eg. drone hardware)

• Has purchased previously, an entry-level drone

• Is browsing racing drone parts

• History of low-cost purchases
12

CAN YOU SPEAK MAGIC?
CUSTOMER SERVICE RESULT
13
Hello! Our recommendation is to start racing by buying
some parts for the drone you already own. That way
you can experiment with the style you like before you
commit. Alternatively, the XYZ model is a very good
entry level racing drone and I can get you a discount
coupon too.

CAN YOU SPEAK MAGIC?
MULTICHANNEL COMMUNICATIONS
• Focus on the customer experience

• Context is better if you have multiple channels

• Translates well to chatbots

• Requires a modern application platform
14

CAN YOU SPEAK MAGIC?
WHAT IS CLOUDONIX?
16
Carrier-grade
switching platform

(IVR, mobile video,
MVNO, termination)
Platform API
BYOC RESTful API

(Voice and video API
on your existing
infrastructure)
SDK
Desktop and mobile
optimized

(time and cost
eﬀective
development,
integrated encryption)

CAN YOU SPEAK MAGIC?
WHY DID WE USE CLOUDONIX?
• CPaaS and on-premises available

• Interesting pricing model based on concurrent calls

• Bring your own connectivity

• Very good mobile SDK

• Technical relationship

• IPv6 support
17

CAN YOU SPEAK MAGIC?
MOBILE CUSTOMER SERVICE
• Mobile support app: custom SIP headers contain
contextual information, REST API allows for call
manipulation from existing web platform
18

CAN YOU SPEAK MAGIC?
INTERNAL SERVICES
• Internal support communications: A leading USA-
based retail services corporation decided to employ
the Cloudonix.io CPaaS and SDK to connect millions
of mobile devices back to their call center.
19

CAN YOU SPEAK MAGIC?
THANK YOU!
My name is: Luca Pradovera
I am a Voice Application Developer
at Mojo Lingo.
Web: https://mojolingo.com
Twitter: @lucaprado
GitHub: lpradovera
20

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This document discusses the role of eSIM in new IoT security services. It begins by providing background on eSIM and SIM technology. It then outlines several ways eSIM can enhance IoT security, including: 1) Enabling zero-touch authentication of IoT devices in third-party services by leveraging the proven authentication of SIMs in cellular networks. 2) Hardening data encryption using the eSIM as a root of trust by generating encryption keys within the secure element of the eSIM. 3) Potential future roles like integrating the eSIM with threat detection to trigger authorization actions, and increasing the robustness of remote attestation through eSIM cryptographic abilities. The document argues

Architecting your WebRTC application for scalability, Arin Sime

Alan Quayle

This document discusses how to architect WebRTC applications for scalability. It begins by outlining some of the challenges in building scalable WebRTC apps. It then presents 4 approaches to building apps: 1) To the WebRTC standard, 2) Unbundled WebRTC, 3) Using open-source media servers, and 4) Using communications platform as a service (CPaaS). Each approach has tradeoffs around cost, difficulty, and features included. The document also discusses using selectice forwarding units or multipoint control units to scale apps and considers architectures using orchestration and containers. It concludes with recommendations around optimizations, load testing, and future technologies.

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How to best maximize the conversation data stream for your business? Surbhi R...

Alan Quayle

TADSummit 2022 8/9 Nov Aveiro Portugal How to best maximize the conversation data stream for your business? Surbhi Rathore, CEO & Co-Founder, Symbl.ai How do we go from building a scalable pipeline of conversation data that merges and correlates with other types of data in the business and helps us makes decisions and predictions that are informed by conversations? We will talk about context, real-time aspects of understanding and how you can use this data combined with sales, marketing, HR, support and other existing analytics to understand behavior and adapt to what works best in each of these functions. We will go deep into specific use case and customer stories that have adopted Symbl’s conversation understanding platform to drive this change in their organization and give concrete examples of where to start.

Latest Updates and Experiences in Launching Local Language Tools, Karel Bourgois

Alan Quayle

TADSummit 2022, 8/9 Nov Aveiro Portugal Latest Updates and Experiences in Launching Local Language Tools Karel Bourgois, Founder Voxist, President Le Voice Lab, Exec Director Slatch, Chapter Pilot France AI Hub Experiences with launching our own speech-to-text (French and English, both HD and Telephony audio, real-time and asynchronous). ‘Implicit Knowledge Management’ solution: using our STT engine we are indexing and searching thousands of hours of video to find those that discuss specific topics or identify people that are experts on those topics. Latest updates on Voxist and its evolution to a “callbot.”

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This document discusses unlawful robocalls and solutions for CPaaS providers. It outlines that STIR/SHAKEN helps with some caller ID spoofing but not all, and leased phone numbers present challenges. It recommends CPaaS providers monitor customer usage of provided phone numbers and investigate customers' phone number reputations. The document introduces YouMail Score and Watch solutions that help identify unlawful calls and monitor phone number behaviors to improve call screening. It emphasizes that content-based call screening provides a virtually zero false positive rate compared to event-based screening alone.

Master the Audience Experience Multiverse: AX Best Practices and Success Stor...

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Master the Audience Experience Multiverse: AX Best Practices and Success Stories Ken Herron, Chief Growth Officer, UIB Customers need you to help them solve their #1 problem – Audience Experience (AX). Customers struggle with managing their differentiated brand journeys at scale in a post-pandemic world where their external and internal audiences decide the platforms, channels, and languages. This session will share AX best practices and success stories from Europe, the Middle East, Asia, and the US for how enterprise and small business customers can control their respective brands, journeys, and audiences with a single brand voice – Create/Control a differentiated AX Respond in real-time Mirror channels Curate audiences Secure conversational data Monetize engagement Scale monitoring This session will include a live, interactive demo.

Open Source Telecom Software Survey 2022, Alan Quayle

Alan Quayle

The survey gathered responses from 120 participants in 2022 compared to 114 in 2021. It covered general topics such as DDoS attacks, security practices, STIR/SHAKEN implementation, IPv6 deployment, and expectations for major tech companies over the next two years. Key findings included that around half of participants have experienced a DDoS attack in 2022 and application-level attacks were as common as volumetric attacks. Most organizations take both reactive and proactive security approaches but more so reactive. STIR/SHAKEN implementation is ongoing with international carriers needing it to terminate traffic in North America. IPv6 deployment remains steady with no major differences between regions. This survey provides insights into trends in the open source tele

OpenSIPS 3.3 – Messaging in the IMS and UC ecosystems. Bogdan-Andrei Iancu

Alan Quayle

TADSummit 2022, 8/9 Nov Aveiro Portugal OpenSIPS 3.3 – Messaging in the IMS and UC ecosystems. Bogdan-Andrei Iancu, Founder and Developer at OpenSIPS Project SIP also supports instant messaging and presence. Review of Messaging in IMS Review of Messaging in Unified Communications OpenSIPS 3.3 in the messaging ecosystem Review of implementation using Message Session Relay Protocol (RFC 4975, RFC 4976), groups multiple messages in sessions. Conclusions: OpenSIPS 3.3 targets to implement various components of the overall SIP Instant MESSAGING ecosystem, from gateways and transport to services.

TADS 2022 - Shifting from Voice to Workflow Management, Filipe Leitao

Alan Quayle

TADSummit 2022, 8/9 Nov Aveiro Portugal Shifting from Voice to Workflow Management Filipe Leitão, Global Service Provider Channel SE, RingCentral There is an ongoing consolidation of the Cloud Communications market where mainstream providers compete against each other for the same spaces, UCaaS / CCaaS / CPaaS. Weapons of choice are the same for everyone: instant messaging, and audio & video conferencing. Most capabilities provided by mainstream UC providers are table stakes. Find out how RingCentral is looking at UC from more than just a siloed perspective by going one step further and co-innovating with Service and Technology Providers to become a workflow management platform.

What happened since we last met TADSummit 2022, Alan Quayle

Alan Quayle

TADSummit 2022, 8/9 Nov Aveiro Portugal What happened since we last met? Where is the Programmable Comms market going? Alan Quayle, independent 3 years in Programmable Communications: 2020, 2021, and 2022 all done in 16 slides Pandemic Consolidation Post-pandemic Reckoning – I did predict what we’re seeing with Avaya The Coming of Cost Competition Messaging, will A2P SMS growth ever stop? What’s the recession going to do to us? The Voice AI Reckoning After all the consolidation, where next? Twilio’s heading there – it’s about the data And a few more predictions that are usually too optimistic

Stacuity - TAD Summit 2022 - Time to ditch the dumb-pipe, Mike Bromwich

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TADSummit 2022, 8/9 Nov Aveiro Portugal Time to ditch the ‘dumb-pipe’ – reinventing the core mobile network, to put developers first. Mike Bromwich, CEO / Co-Founder Stacuity & Tim Dowling, Co-Founder Stacuity The emergence of public cloud has revolutionized the way developers can muster and deploy virtual infrastructures, as and when required. In contrast, mobile networks are still rigidly defined and protected by operators, who are unable or unwilling to offer such control and flexibility. As a result, the mobile network operates as little more than a dumb-pipe (unless you have lots of patience and deep pockets). Addressing this problem requires a different approach, not just the creation of a thin façade over legacy network elements. How Stacuity is reinventing the core mobile network, to put developers first.

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Founding a Startup in Telecoms. The good, the bad and the ugly. João Camarate

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UiPath Test Automation using UiPath Test Suite series, part 6

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Welcome to UiPath Test Automation using UiPath Test Suite series part 6. In this session, we will cover Test Automation with generative AI and Open AI. UiPath Test Automation with generative AI and Open AI webinar offers an in-depth exploration of leveraging cutting-edge technologies for test automation within the UiPath platform. Attendees will delve into the integration of generative AI, a test automation solution, with Open AI advanced natural language processing capabilities. Throughout the session, participants will discover how this synergy empowers testers to automate repetitive tasks, enhance testing accuracy, and expedite the software testing life cycle. Topics covered include the seamless integration process, practical use cases, and the benefits of harnessing AI-driven automation for UiPath testing initiatives. By attending this webinar, testers, and automation professionals can gain valuable insights into harnessing the power of AI to optimize their test automation workflows within the UiPath ecosystem, ultimately driving efficiency and quality in software development processes. What will you get from this session? 1. Insights into integrating generative AI. 2. Understanding how this integration enhances test automation within the UiPath platform 3. Practical demonstrations 4. Exploration of real-world use cases illustrating the benefits of AI-driven test automation for UiPath Topics covered: What is generative AI Test Automation with generative AI and Open AI. UiPath integration with generative AI Speaker: Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP

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Driving Business Innovation: Latest Generative AI Advancements & Success Story

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Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency. During the hour, we’ll take you through: Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board. Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes. Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI. We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI. This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!

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Are you new to data warehouses (DWH)? Do you need to check whether your data warehouse follows the best practices for a good design? In both cases, this webinar is for you. A data warehouse is a central relational database that contains all measurements about a business or an organisation. This data comes from a variety of heterogeneous data sources, which includes databases of any type that back the applications used by the company, data files exported by some applications, or APIs provided by internal or external services. But designing a data warehouse correctly is a hard task, which requires gathering information about the business processes that need to be analysed in the first place. These processes must be translated into so-called star schemas, which means, denormalised databases where each table represents a dimension or facts. We will discuss these topics: - How to gather information about a business; - Understanding dictionaries and how to identify business entities; - Dimensions and facts; - Setting a table granularity; - Types of facts; - Types of dimensions; - Snowflakes and how to avoid them; - Expanding existing dimensions and facts.

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1. Proactive Customer Care via Contextual Information Luca Pradovera TADSummit 2017

2. CAN YOU SPEAK MAGIC? INTRODUCING MYSELF • Luca Pradovera • Principal at Mojo Lingo (Atlanta, GA and Milan, Italy) • Real time application developers • Adhearsion maintainers • We build IVRs, dialers, WebRTC apps, mobile apps 2

3. CAN YOU SPEAK MAGIC? CUSTOMER SERVICE TODAY • 76% of users rate businesses on customer service • 59% of bad customer experiences are shared online • 75% think a phone call is most eﬀective when acting on a purchase decision • 62 billion dollars lost yearly as a result of bad service 3 https://www.newvoicemedia.com/blog/the-multibillion-dollar-cost-of-poor-customer-service- infographic

4. CAN YOU SPEAK MAGIC? THE PHONE CALL PROBLEM • No information • Even Caller ID is not granted • Time is spent ﬁguring out the context 4

5. CAN YOU SPEAK MAGIC? WHAT IS CONTEXTUAL COMMUNICATIONS? • Leveraging analytics to provide a better service • Improving communications by adding an information layer • Not only for channels, but for operating modes too 5

6. CAN YOU SPEAK MAGIC? INFORMATION SOURCES 6 Virtual Data Physical

7. CAN YOU SPEAK MAGIC? VIRTUAL CONTEXT • Browsing history • App actions • Phone call history 7

8. CAN YOU SPEAK MAGIC? ANALYTICS CONTEXT • Predictive algorithms • Inference • ASR and sentiment analysys • Classiﬁers and correlations 8

9. CAN YOU SPEAK MAGIC? PHYSICAL CONTEXT • GPS • Accelerometers • Cameras • Microphones 9

10. CAN YOU SPEAK MAGIC? POSSIBLE SCENARIOS • User has a car problem • Opens up the car service app • App has information from the car itself, location, issue, even weather 10

11. CAN YOU SPEAK MAGIC? CONVERSATION 11 “Hello, I can see your radiator has a leak. It is not safe to drive the car even for short distances, and it is going to rain shortly. There is a gas station ﬁve kilometers down the road who is one of our repair shops. Would you like me to send help?”

12. CAN YOU SPEAK MAGIC? ANOTHER POSSIBLE SCENARIO • User is browsing an ecommerce website • Specialized shop (eg. drone hardware) • Has purchased previously, an entry-level drone • Is browsing racing drone parts • History of low-cost purchases 12

13. CAN YOU SPEAK MAGIC? CUSTOMER SERVICE RESULT 13 Hello! Our recommendation is to start racing by buying some parts for the drone you already own. That way you can experiment with the style you like before you commit. Alternatively, the XYZ model is a very good entry level racing drone and I can get you a discount coupon too.

14. CAN YOU SPEAK MAGIC? MULTICHANNEL COMMUNICATIONS • Focus on the customer experience • Context is better if you have multiple channels • Translates well to chatbots • Requires a modern application platform 14

15. CAN YOU SPEAK MAGIC? 15 OUR SOLUTION

16. CAN YOU SPEAK MAGIC? WHAT IS CLOUDONIX? 16 Carrier-grade switching platform (IVR, mobile video, MVNO, termination) Platform API BYOC RESTful API (Voice and video API on your existing infrastructure) SDK Desktop and mobile optimized (time and cost eﬀective development, integrated encryption)

17. CAN YOU SPEAK MAGIC? WHY DID WE USE CLOUDONIX? • CPaaS and on-premises available • Interesting pricing model based on concurrent calls • Bring your own connectivity • Very good mobile SDK • Technical relationship • IPv6 support 17

18. CAN YOU SPEAK MAGIC? MOBILE CUSTOMER SERVICE • Mobile support app: custom SIP headers contain contextual information, REST API allows for call manipulation from existing web platform 18

19. CAN YOU SPEAK MAGIC? INTERNAL SERVICES • Internal support communications: A leading USA- based retail services corporation decided to employ the Cloudonix.io CPaaS and SDK to connect millions of mobile devices back to their call center. 19

20. CAN YOU SPEAK MAGIC? THANK YOU! My name is: Luca Pradovera I am a Voice Application Developer at Mojo Lingo. Web: https://mojolingo.com Twitter: @lucaprado GitHub: lpradovera 20