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Business Messages APIs: Make every connection count

Sean Falconer
Staff Developer Advocate and DevRel Manager at Google
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Google Cloud Next 2020
July 14, 2020, Online, San Francisco, CA, USA
Google Cloud Next 2020
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Business Messages APIs: Make every connection count
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About speakers

Sean Falconer
Staff Developer Advocate and DevRel Manager at Google
Katie Osberg
Global Retail Partnerships, Business Communications at Google

I love working with people to build new tools, apps and websites to help solve complex problems. I have experience across a lot of areas of computer science, software development, and marketing: team management, web apps, mobile, machine learning, ontologies, data visualization, data science, SEO, algorithm design, product design and HCI.I am an experienced manager, with a proven track record of adapting and learning depending on the role I need to fill. I have experience with Agile processes like Scrum and Kanban.

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I love working with people to build new tools, apps and websites to help solve complex problems. I have experience across a lot of areas of computer science, software development, and marketing: team management, web apps, mobile, machine learning, ontologies, data visualization, data science, SEO, algorithm design, product design and HCI.I am an experienced manager, with a proven track record of adapting and learning depending on the role I need to fill. I have experience with Agile processes like Scrum and Kanban.

View the profile

About the talk

Google connects consumers to businesses across Google Search and Maps at global scale. Now these entry points can provide brands a 1:1 connection with consumers via Google’s Business Messages.

With Business Messages, brands can leverage services like Google Cloud's Dialogflow to bring smart automation to their consumer connections.

Speakers: Sean Falconer, Katie Osberg,

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Hi there. My name is Pediatrics in a box, in our situation, a little, a couple of us working from home as a half a case for completing maryvine course. In a little situation, has arisen needed to get in touch with brand new businesses sign. Wait time, on sexual law, say on the music. Your son just simply pulled in too many directions. For the same can be said for businesses. Now, in addition to the old band, teacher someone call for the most interesting new house game.

The Diversified interaction channel guide connection back out. Now, responsible for facilitating the connection between the user service, 250 billion, customer service called me here. At 67% of people raise their hand in a frustrating conversation with matching solution. Not just some people, but from the favorite friend, the B6 iPhone space is becoming clear. They must be synchronized with the conversation. Automated responses users in real-time, and spiraling assistant. Today is a result of these line couldn't be

more excited this year. Shawn Faulkner. This is messages. What's your customers message? Your business directly from your search and match results as described. Many business conversations. Begin on a Google surface my search on maps and until recently customers were calling your business for support or do you think your website to find friends, contact you? With this is messages, you can provide customers with high-quality help through your search results

website. They will see a message. So, how many Trading Company experience for your business with visit messages? As a consumer, your touch, my searching for a business enable on an iOS or Android device. Behind the scenes. What is happening? Is messages sent from consumers passed through the business messages.att. I sent message to wife This diagram shows has passed in a little more detail, the user or consumer. Begins on messages from the consumer or pass through the North and push it as a Json object. Object,

you can rent them. Not just two additional agent as a first line of defense for handling, customer support issues. This is messages, the existing user behavior and we can continue to take a real and meaningful personalized conversation. Business messages, parkour, mini dice Force, which features like a carousel, suggestion chips photos and actions that help you keep blinking green engaging user journey to sell products or software issues. By combining the discovery in reach of your business on search along with the speeches. I just imagined you can

like with an app or website, the business messages which features OK. Google find Skyline slow our tool for creating Phoenix, not understand natural language. Meaning of libation to downtown a more complex Business messages is an indication of the fancy features. This is a conversation with your customers. Can you dial 12. Represent a true technological. Innovation. In fact, we series major shifts in how consumers interact with technology internet option to

change stations. Business messages is Google solution. Help your business adapt to this technological evolution. A couple real world examples. This first demo is from Walmart whose live with his messages for some of their locations. United States experience. I can dress, customer support issues, like opening senior hours, covid-19, protocols, and looking up star locations. Their business is using them to call the reviewing experience. Let's begin our journey to speak to my local Walmart, the Google search X. Use the Walmart Supercenter that I know,

and Caesar will go as soon result to get my shocks. Attack on message, which opens a conversation over life with this specific Walmart. I see a customized welcome message letting me know what the shab I can help me with. I choose to agree to continue my conversation. Once your chat conversations in this religion begins from the reading, I can see, the ship was the various types of users. Are these the child support ends like at times in 3 hours for safety and so on. I'm going to choose store hours

when I choose this item request is being sent back through the business messages API to the Walmart Web book in the webhook sending this request dialog box to computer response based on the query and in this case is specific Walmart application that I asked about because I can also just type in, what's a hit sent the same process to handle this message. Through Walmart's digital agent will be carried out and we can see that since July 20th, all shoppers have to wear masks. This is super helpful. I'm going to ask one more question, this time. I ask, is there a limit to how many

people can be in the store at once? Once, Walmart receive this request, they respond letting me know that they are taking measures to social distance to read more about these measures. Do with the Walmart's business messages experience, I was able to find out the hours and the covid-19 protocol requires from my local store to speak to a live agent. Information is Walmart is leveraging, dialogue, clothes. I can also have an actual conversation is really, really amazing. The second time was from Boris. Australia's largest

supermarket, chain falling conversational design. Best practices such as an example. Dialogue inventory. As a former begin, my worst experience with a Google search for local location. This time in Sydney, on the message button. See that I am talking to all of Walmart's virtual assistant and there are some conversation starters, I can use to be in my conversation. I'm going to start by trying to find all of pumps me for the product. And I'm going to try to find something that we all all his working at the query and does a great job of setting

expectations about the stock levels. The results for the specific store come back in a Carousel and I can see that. There's another brand available. I know my local store has hand sanitizer. I'm going to search for another product by simply typing in. I'm also looking for two Tans, one of my favourite Australian treats, the same process is carried out. We're always going to understand the question and will got the stock for this specific store. Once my results are returned, I see that

their stock available in a few different flavors and are available in Aisle 9. Now that I know what I need is available, I'm going to look up the location store hours. So I know when I can pick up my hand sanitizer to Tam's looks like most doors are back on regular hours, Oliver turn both the store hours for the location. I was interested in as well as others close by so that I have a few different options. I can also see that there's more information available to the store locator which is an action that deflects in the war website, where I can get more

information about the store location. This war is about to just chat line, is Why do constellations in Australia? The real-time inventory. Look up is a powerful experience for customers. Same as potentially. Unnecessary trips to the store examples of existing experiences, on business messages today, To talk about the future messaging. Thank you very much. Shawn. It's not. So that users will not open today. In conversation, is there for the program information? Meet Dash Bridgeport Runners virtual assistant example, you'll see that I've asked Ashley my store

opens in the morning and he promptly returned. 7:30. A.m. he also addresses my curbside pickup & quiri finishes by asking if there's anything else I need help with. Now again the back and forth to your is mainly FAQ German but even within the language that uses, for example, it sure is you steal his eager, which is online with a Persona best practices. John touched on earlier. Is the lead a conversational Commerce or even if the decision-making for example, determining which department only be connected with before handing

off. And you coming down for a customer contact recommendation. And finally, facilitate conversational Commerce. That take a look. In response to anything else I can help with. I let Josh know that I'm running a 5k and asking for she recommendation with his enthusiastic attitude that quickly returns a handful of shoes that suit my needs when stash confirms that the parking looking for is in fact available I promptly MDF link to the website to transact hero. Notice that

my store and curbside is already been preselected making my checkout process. Infinitely easier then within the messaging experience. I'm passing for fruit tracking information and notified of my order is ready to be picked up pretty cool, right? 2021. Personalization Mall. In his final example, you see the dashes reach back out to me, not only to see how much rain is not going, but also to ensure, I like my new shoes, he then surfaced, as many healthy options, including running content. Other products I may need as well as 5K tips on the running content ship. You'll see that I'm passing

running techniques video that can be incredibly useful as I prepare for the upcoming race. What's unique about? This experience is a dashing ask for sale. He didn't even push me any promotions. He focused on the user and was able to connect with me in a way that few Brands can I will look to the Future that is, 6 in the morning tomorrow. There's no that's okay to eat if you have any questions or should help if you'd like to learn more about Google, please take a look at pictures of Interest form. Communications team, thank you for your time and we look forward to hearing from you.

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