Low Code in 30: Integrating Conversational Platforms to Enhance UX

• Customer Experience
• UI/UX

• Transcript

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  welcome the low code and 30

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  I’m Jeff Goldberg, a member of the evangelist

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  team at Bendix.

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  In today’s weapon are we’re going to spend 30

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  minutes talking about conversational platforms

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  for collaboration and communication

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  to enhance user experience.

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  Loco 10 30 is a monthly webinar

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  Siri’s dedicated to educating

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  you on the benefits of low code application

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  development in your company.

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  Over the past year, we’ve concentrated

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  on the fundamental components of the medics. Slow

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  code platform

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  covering topics like accelerating Dev

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  ups and application, lifecycle management,

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  building mobile experiences,

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  comprehensive security

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  and openness and expense ability.

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  You can view these recordings via the low code

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  and 30 playlist on our YouTube channel.

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  In this new season of low code and 30

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  you’ll learn about how men Dix is expanding

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  the low code ecosystem through complementary

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  technologies made more accessible

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  through the platform,

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  discover the evolution of APS to

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  experiences made easier through

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  visual programming,

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  and discuss the challenges and opportunities

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  self service application development brings

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  to bear within the enterprise.

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  Before we begin,

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  let’s explore what the medics platform is

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  and how it helps companies just like yours

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  make the future.

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  Medics was born to help enterprises win

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  with apse because it’s the fastest and

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  easiest low code platform to create

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  and continuously enhance any kind

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  of app at scale,

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  including Web APS, offline

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  first global APS, rest AP eyes,

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  micro services and more. To fit

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  a variety of use cases.

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  Medics helps you achieve your goals through

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  a visual model driven development

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  platform, enabling professional developers

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  and stakeholders in the blind of business

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  to collaborate throughout the entire application.

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  Lifecycle everything from requirements,

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  gathering, development, deployment

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  and finally operating our

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  rated into the platform TTO help make

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  developers lives easier and to bring

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  them closer to their customers.

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  As a result, development is faster

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  and more efficient because the business

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  and I combined their domain expertise

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  during application creation.

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  Application quality is significantly

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  higher because requirements and outcomes

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  are in alignment

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  and total cost of ownership is lower

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  because adopting an agile and

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  enter of process reduces

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  rework after applications go live.

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  In the past 20 years, communications

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  have changed dramatically multiple

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  times

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  when, at one point, the on ly ways to communicate

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  with colleagues and customers was face

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  to face snail mail

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  or through plain old telephone service,

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  also known as pots.

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  The arrival of the Internet age. In the late

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  20th an early 21st century

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  ushered email and instant messaging

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  into the mainstream of how people communicate

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  with the greater availability and affordability

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  of mobile phones

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  and the arrival of smartphones and the

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  AP economy

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  waiting to contact someone because you weren’t

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  near a phone disappeared,

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  and the always on culture we live

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  in today began its march to prominence

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  messaging an instant communication

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  moved from the office base

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  to the consumer space,

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  and not on ly did this make connecting and

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  collaborating with other’s easier.

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  It made it instantaneous

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  at a global scale.

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  A study performed by Global Workspace

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  Analytics of the Fortune 1,000

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  saw employees spending greater than 50%

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  of their time away from their desk.

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  Collaboration tools like slack and

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  video conferencing over the Web from WebEx,

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  Go to and Zoom have made

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  it possible for companies to enable employees

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  tto work remotely and interact

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  with colleagues from mobile devices wherever

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  they could pick up a wireless signal.

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  Picking up on these B to B trends, it’s

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  R R. Donnelley surveyed leaders in marketing

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  and technology in 2016

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  to get their take on the future of

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  B to C Communications,

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  99% said Mobile

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  will be critical in there. Be to see strategies,

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  an 87%

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  plan to prioritize multi

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  channel customer experiences

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  in a coordinated delivery model across

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  multiple devices.

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  So how are technology companies in the communication

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  sector addressing this opportunity?

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  Inside the enterprise

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  tools like Slack Skype for

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  business,

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  Microsoft teams

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  and others facilitate 1

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  to 1 and group conversations

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  with a number of capabilities. Beyond messaging,

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  they all have chat file sharing,

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  light videoconferencing and screen

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  sharing. In addition, slack

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  and teams have robust AP eyes for

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  integrating two way communication between

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  services in the form of notifications,

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  alerts, reminders and more.

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  Many other software companies recognize

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  they need to play in this ecosystem

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  for expanding their own user base

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  and have established connectors and

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  integrations with their own. AP eyes

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  BEA to see communications have their own set

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  of platforms to choose from

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  forming a category called See pass

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  communication platforms. As a service,

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  providers in this space offer secure

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  and scalable services for integrating

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  SMS,

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  Emma’s

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  text chat,

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  Bot’s video chat and

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  more directly into Web and mobile applications

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  from twill EOE and a via toe

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  live person in next Mo.

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  These in many more companies seek to

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  make it easier and cheaper to implement

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  messaging, automation and contact

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  center integrations into their at

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  portfolios.

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  While these happen, aggressions for B to B

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  and B to C use cases supply

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  a standard set of actions. It’s between the

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  source and destination.

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  Exceptions appear, requiring customization

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  to solve the problem.

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  Unfortunately, just dropping a slack

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  work space into the enterprise are making

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  an investment in A Via C Pass

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  doesn’t solve the overarching problem

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  with communications.

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  As Dominic Kent says,

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  solutions for enterprise communications

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  are like snowflakes.

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  No two are alike.

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  There’s always a need to do something with

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  or as a result of the interaction,

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  Kent goes on to say,

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  Administrators need a very specialized

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  skill set to maintain

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  the’s applications required customization

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  but within the confines of the application

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  creators.

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  What can’t rationalizes is the benefit

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  of Sea Pass

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  is that it supports this custom ization

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  and doesn’t force Byers into a

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  box.

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  On the other hand,

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  Thomas McCarthy how

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  takes the opinion

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  that the problem with Si pass and tools

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  like slack is that they are focusing

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  one level too low to support

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  efficient development of these applications.

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  he states that the data, rather

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  than the conversation,

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  is where the value lies in these services,

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  and they don’t quite hit the mark in that department.

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  This is where men dicks fits in perfectly

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  because, as McCarthy, how aptly puts

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  it for workflow and business

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  communications. The game is in

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  the data,

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  not the message,

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  I stated earlier. Men. Dicks simplifies

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  Application Development for anyone

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  with a problem to solve

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  the combination of dragon drop tooling

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  for front and development and universal

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  understanding of the function layer with

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  visual micro flows and nana flows

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  helps everyone make custom solutions quickly

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  that have immediate impact.

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  The APP Store

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  Medics. Library of reusable component

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  tree accelerates time to market

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  because customizing a slack connection

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  or integrating video chat from a C

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  passed like a via or to Elio

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  into an application

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  is a dragon drop experience with

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  minimal configuration.

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  What are some of the applicable use cases for

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  these capabilities and medics?

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  The 1st 1 I’ll go through today it’s close

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  to work.

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  The evangelist team

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  that I’m a part of receives a lot of requests

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  from a variety of customers at men dicks.

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  It could be overwhelming sometimes

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  in the past thes requests came to us

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  via phone calls, emails or drive

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  by conversations,

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  and it made it hard for us to consolidate them

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  into our back lock,

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  which we managed through asana.

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  What ended up happening is we started

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  prioritizing

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  independently and not through our

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  normal scrum ceremonies.

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  So we help the next person that came to us

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  and promptly forgot what the customer

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  before them asked for help on.

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  We needed a way for our customers to converse

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  with us without distracting us

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  from our current tasks.

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  Enter Slack and asana

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  with Bendix

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  Slack has a very robust set of AP

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  eyes for extending their platform

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  and as I mentioned earlier, many vendors,

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  including asana, have built integrations

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  called slack APS

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  into their platforms that are easy

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  to install and configure.

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  However, sometimes the use case is a bit

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  more custom and requires additional information

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  to be exchange

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  than the standard slack integration

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  app can support.

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  Thankfully, medics offers rest, consume

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  and published capabilities

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  that may connecting two different platforms a

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  snap

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  and it enabled us to focus on addressing

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  our customers needs more efficiently.

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  Let’s see it in action

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  from anywhere inside my slack workspace,

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  weaken type forward slash evangelist

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  dash request

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  a slash command is a component of a slack

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  app, and when it’s invoked, it makes

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  a request to our medics. App.

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  The medics APP interprets the request

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  through arrest and point named Command

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  and calls a micro flow to send back

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  a dialog box and Jason Format

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  for slack to read and render.

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  It’s in thiss micro flow that we use

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  the dialogue dot open action available

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  from our toolbox.

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  This is pretty cool because instead of having

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  to go through the process of building out the dialogue

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  dot open call,

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  it’s available to me right from the tool box,

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  and I can just use it.

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  As for the rest of the function, there’s a

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  good amount of customization going on,

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  and that’s the part I was mentioning earlier.

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  While these services provides solid AP

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  I support,

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  they require a solid foundation

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  of JavaScript to understand how to use

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  them with

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  men. Dicks. I’m ableto build out that customization

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  visually

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  and easily see the different fields

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  that are being added to the dialog box.

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  Back in slack,

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  the dialog boxes appeared, and I’ll fill

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  it in when I submit the form

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  slacks, interactive component framework

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  sends

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  that information

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  to my men. Dick Slack service again.

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  And as the request goes through the process,

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  the chat dot post message action

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  sends a message back to the user

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  who requested the task,

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  informing them that their information

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  has been posted in asana.

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  I can think of a number of use cases where

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  this capability could come in handy.

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  Consider a time sheet app like the

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  one we have in our template gallery.

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  We could integrate slack with this up

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  to send timesheets. Sign off requests

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  too slack

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  so the reviewer can approve, reject

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  or ask a question of the submit er right

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  from

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  the slack interface.

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  We’ll dig into this case during our live

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  community webinar on June 26th

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  in the Last Lo Code in 30 we explored

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  the world of cognitive services

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  and ay ay through the lens of an

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  emergency response at,

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  we talked about how crowdsourcing emergencies

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  could speed up response.

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  What if the dispatcher needs to get more

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  information from this? A binner

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  In the current version of the APP, there’s no

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  way for the dispatcher to contact

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  the person who submitted to the photo.

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  What if we added SMS capabilities

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  from a Via or Twill Leo

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  to enable the dispatcher to carry

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  on the conversation with the submit

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  er, Once

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  again, men, Dicks makes it easy

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  to integrate thes communication platforms

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  with reusable component tree and

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  easy to create and consume rest

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  functionality.

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  Okay, so I’m gonna wire up the

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  of via SMS capabilities

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  here, and how will do that

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  is to create a micro flow that’s

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  attached to the save

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  button. The

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  first step in the micro flow will be to

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  take the SMS Perrin and add

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  the destination number that was received

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  is part of the emergency contact information.

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  Then we’ll get the message counts so that we can

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  track. All of the message is that and

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  correspondence that air going between the dispatcher

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  and the senator.

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  Now we’ll dig into the toolbox and

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  pick the via SMS connector.

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  Once the Via SMS component is

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  on, the micro flow will add an exclusive

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  split that will perform a conditional

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  to make sure that if thie message

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  fails, will get a message

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  that shows that failure.

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  If it’s true,

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  we’ll continue on and

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  add more information to

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  the message logs. So we’ll take the message

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  we just sent

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  and send it off

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  into our database so that we can keep

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  that message. Log history is part of

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  the conversation.

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  Let’s go ahead and add thie

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  rest of the properties or members of

  [00:15:39.345]
  the message logs so that we get

  [00:15:41.355]
  that incorrectly.

  [00:16:02.674]
  The last two things will do is we’ll add

  [00:16:04.684]
  an emergency event. Ah, committal.

  [00:16:07.105]
  So will commit the emergency event, object

  [00:16:09.197]
  the database and then we’ll close

  [00:16:11.456]
  the page.

  [00:16:12.866]
  Ah, signifying the end of

  [00:16:14.876]
  the life cycle of sending

  [00:16:17.157]
  thie message.

  [00:16:24.527]
  Once the APP is updated,

  [00:16:27.376]
  we’ll be able to go in. And

  [00:16:29.856]
  if we click on the

  [00:16:32.037]
  record regarding the

  [00:16:34.177]
  cat that’s being chased by the old man,

  [00:16:37.157]
  we can see the information that was captured

  [00:16:39.356]
  previously in the new phone number

  [00:16:42.456]
  is already in this

  [00:16:44.527]
  task.

  [00:16:45.767]
  We can go ahead and click the send SMS

  [00:16:48.057]
  button,

  [00:16:49.846]
  and now we’ll open up a new form, that

  [00:16:52.027]
  new form that we created,

  [00:16:55.116]
  and we can put in the message

  [00:16:58.267]
  here so we’ll just type in.

  [00:17:00.596]
  Are you able to calm the man

  [00:17:03.226]
  who is chasing a cat

  [00:17:06.196]
  when we click the save button

  [00:17:08.747]
  that will trigger

  [00:17:10.737]
  ah Thea via service to

  [00:17:13.196]
  send that message? So we’re calling

  [00:17:15.416]
  out to the, uh via a p I

  [00:17:17.666]
  and sending a text message to

  [00:17:20.166]
  our phone. And you can see here

  [00:17:22.346]
  is the phone

  [00:17:23.717]
  and the message is right there.

  [00:17:28.826]
  If we continue weaken, send another

  [00:17:30.846]
  message right away

  [00:17:33.646]
  and we can ask a follow up question

  [00:17:35.987]
  or give some guidance.

  [00:17:38.356]
  If you can calm them and down, maybe the cat

  [00:17:40.757]
  will come down from the tree,

  [00:17:43.007]
  we click, save and we can see that just

  [00:17:45.336]
  gets right.

  [00:17:46.317]
  Ah, added to the additional text

  [00:17:48.457]
  message. So

  [00:17:50.307]
  ah, via ah offers

  [00:17:53.027]
  not only one way but two way text

  [00:17:55.336]
  messaging.

  [00:17:56.346]
  Ah, in conversations. But

  [00:17:58.366]
  we’re going to take a look at how that

  [00:18:00.497]
  works in twill Leo now.

  [00:18:12.208]
  So let’s switch over to twill Leo, and

  [00:18:14.778]
  you can see the micro flow is identical

  [00:18:16.998]
  to Thea via SMS

  [00:18:19.347]
  micro flow that we created.

  [00:18:22.147]
  The only difference is changing

  [00:18:24.488]
  that one action

  [00:18:26.488]
  where instead of using a vie,

  [00:18:28.647]
  it’s using Tulio.

  [00:18:32.917]
  We’re going to show to Wei SMS

  [00:18:34.938]
  here, so we’ll go back into

  [00:18:36.968]
  the same task were in before

  [00:18:39.647]
  and

  [00:18:40.887]
  send another SMS.

  [00:18:43.647]
  So this time we’re asking the same

  [00:18:45.798]
  question. Are you able to come the man

  [00:18:47.837]
  down and get him to stop chasing the cat.

  [00:18:50.627]
  And now when we save and we send

  [00:18:52.627]
  this text

  [00:18:55.837]
  and when we click, save now

  [00:18:57.847]
  that’s going to run through

  [00:19:00.208]
  Twilley O. And we received that text

  [00:19:03.998]
  pretty quickly,

  [00:19:05.137]
  and now we can respond to it

  [00:19:07.617]
  so I can say I’ll try right now

  [00:19:10.347]
  and that’s going to get captured and

  [00:19:12.508]
  sent back to the application through

  [00:19:15.077]
  a Web hook. So you can see here is the message

  [00:19:17.317]
  history.

  [00:19:18.718]
  I can go ahead and send another text message

  [00:19:20.897]
  and say he’s not listening

  [00:19:23.448]
  to me and the cats hissing

  [00:19:26.548]
  and we refresh the message.

  [00:19:28.778]
  History. It’s coming back. And one

  [00:19:31.097]
  of the benefits here is that

  [00:19:33.847]
  as a dispatcher having this conversation,

  [00:19:36.428]
  you can identify the sense of urgency

  [00:19:38.667]
  based on the communication that’s going

  [00:19:40.798]
  back and forth. You’re getting some more context

  [00:19:43.867]
  beyond the picture.

  [00:19:46.847]
  So from there you can basically

  [00:19:49.268]
  say

  [00:19:50.508]
  that you want that bystander

  [00:19:53.167]
  to stay in the area and that you’re

  [00:19:55.178]
  going to contact police instead

  [00:19:57.258]
  of the animal control because it

  [00:19:59.307]
  seems like the man who’s chasing

  [00:20:01.607]
  the cat is the bigger

  [00:20:04.048]
  ah challenge right now

  [00:20:06.228]
  to be worked out

  [00:20:08.347]
  and you can see that text comes back through.

  [00:20:10.952]
  And if we look at the message

  [00:20:13.403]
  history, we can see

  [00:20:15.063]
  that message that was sent. And then the last

  [00:20:17.073]
  message. Ah, that was received

  [00:20:19.863]
  by the bystander.

  [00:20:22.762]
  Now the way this works like a set is through

  [00:20:24.863]
  webs hooks. And if we go into

  [00:20:27.653]
  men dicks,

  [00:20:28.722]
  you, Khun, see that there is arrest

  [00:20:30.732]
  a P I for in

  [00:20:33.202]
  art will EOE connector. And

  [00:20:35.353]
  if we look at the messaging service,

  [00:20:37.383]
  this is the actual AP definition.

  [00:20:40.093]
  There’s a message Web hook

  [00:20:42.173]
  in that message. Web Hook

  [00:20:44.133]
  calls a

  [00:20:47.692]
  micro flow

  [00:20:49.492]
  in that micro flow is what’s

  [00:20:51.583]
  responsible for adding that

  [00:20:53.742]
  message to the message history

  [00:20:55.782]
  in the message log.

  [00:20:57.423]
  And if we go to twill Leo, we can see

  [00:20:59.702]
  how that

  [00:21:01.432]
  is done because there are those

  [00:21:03.633]
  inbound settings and there’s that

  [00:21:05.762]
  request your L

  [00:21:07.972]
  for

  [00:21:09.173]
  the Web hook

  [00:21:10.573]
  right there. So

  [00:21:12.303]
  ah, it’s pretty straightforward

  [00:21:14.583]
  integration

  [00:21:15.853]
  to make to a

  [00:21:18.042]
  messaging work and integrate it into

  [00:21:20.573]
  your application.

  [00:21:25.893]
  Communication platforms open many

  [00:21:28.012]
  new doors for connecting with users,

  [00:21:30.962]
  And while they abstract away the infrastructure

  [00:21:33.583]
  for providing those communications

  [00:21:35.893]
  or supply a robust set of

  [00:21:38.053]
  capabilities to extend a great

  [00:21:40.063]
  user experience,

  [00:21:41.942]
  they’re only part of the overall solution,

  [00:21:45.692]
  paring them with a platform like

  [00:21:47.853]
  men. Dicks enables your enterprise

  [00:21:51.022]
  to maximize return on investment

  [00:21:53.482]
  because they become part of a more robust,

  [00:21:56.343]
  comprehensive solution

  [00:21:58.113]
  that you can customize rapidly

  [00:22:00.393]
  and it originally.