ノーコード、ローコードツールを使った自動音声応答(IVR)構築

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April 26, 22

スライド概要

ノーコード、ローコードツールを使って自動音声応答(IVR)を構築できるTwilio Studioハンズオンの前半で使用した資料です。

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ノーコード、ローコードツールを 使った自動音声応答(IVR)構築 Twilio Japan合同会社 池原大然(@neri78) © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Legal disclaimer This presentation and the accompanying oral presentation contain forward-looking statements. All statements other than statements of historical fact contained in this presentation, including statements as to future results of operations and financial position, planned products and services, business strategy and plans, objectives of management for future operations of Twilio Inc. and its subsidiaries (“Twilio” or the “Company”), market size and growth opportunities, competitive position and technological and market trends, are forward-looking statements. In some cases, you can identify forward-looking statements by terms such as “expect,” “plan,” “anticipate,” “intend,” “target,” “project,” “predict,” “potential,” “explore” or “continue” or the negative of these terms or other similar words. Twilio has based these forward-looking statements largely on its current expectations and assumptions and on information available as of the date of this presentation. The Company assumes no obligation to update any forward-looking statements after the date of this presentation, except as required by law. The forward-looking statements contained in this presentation and the accompanying oral presentation are subject to known and unknown risks, uncertainties, assumptions and other factors that may cause actual results or outcomes to be materially different from any future results or outcomes expressed or implied by the forward-looking statements. These risks, uncertainties, assumptions and other factors include, but are not limited to, those related to the Company’s business and financial performance, the Company’s ability to attract and retain customers, the Company’s ability to develop new products and services and enhance existing products and services, the Company’s ability to respond rapidly to emerging technology trends and adapt to adverse changes in general economic or market conditions, the Company’s ability to comply with modified or new industry standards, laws and regulations applying to its business, the Company’s ability to execute on its business strategy, the Company’s ability to compete effectively and the Company’s ability to manage growth. Moreover, the Company operates in a very competitive and rapidly changing environment, and new risks may emerge from time to time. It is not possible for the Company to predict all risks, nor can the Company assess the impact of all factors on its business or the extent to which any factor, or combination of factors, may cause actual results or outcomes to differ materially from those contained in any forward-looking statements the Company may make. This presentation also contains estimates and other statistical data made by independent parties and by the Company relating to market size and growth and other industry data. These data involve a number of assumptions and limitations, and you are cautioned not to give undue weight to such estimates. The Company has not independently verified the statistical and other industry data generated by independent parties and contained in this presentation and, accordingly, it cannot guarantee their accuracy or completeness. In addition, projections, assumptions and estimates of its future performance and the future performance of the markets in which the Company competes are necessarily subject to a high degree of uncertainty and risk due to a variety of factors. These and other factors could cause results or outcomes to differ materially from those expressed in the estimates made by the independent parties and by Twilio. This presentation also includes certain non-GAAP financial measures. These non-GAAP financial measures are in addition to, and not as a substitute for or superior to measures of financial performance prepared in accordance with GAAP. There are a number of limitations related to the use of these non-GAAP financial measures versus their nearest GAAP equivalents. For example, other companies may calculate non-GAAP financial measures differently or may use other measures to evaluate their performance, all of which could reduce the usefulness of the Company’s non-GAAP financial measures as tools for comparison. The Company has provided a reconciliation of those measures to the most directly comparable GAAP measures, which is available in the appendix. For further information with respect to Twilio, we refer you to our most recent quarterly report on Form 10-Q filed with the SEC. In addition, we are subject to the information and reporting requirements of the Securities Exchange Act of 1934 and, accordingly, file periodic reports, current reports, proxy statements and other information with the SEC. The final prospectus and these periodic reports, current reports, proxy statements and other information are available for review at the SEC’s website at http://www.sec.gov. © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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自己紹介 池原 大然 デベロッパーエバンジェリスト Email: [email protected] > npx neri78 @Neri78 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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© 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Twilio = 様々なコミュニケーションチャネルをクラウドを介し、 プログラム可能な状態で利用できるサービス © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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たとえば: 自動音声応答(IVR)として 「再配達の受付は 1を、担当者と話す 場合は2を押して ください。」 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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たとえば: サインイン時の認証インフラとして 電話・SMSで 認証コードを送信 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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たとえば: サーバーの死活監視の一部として サーバーの死活監視(午前2時の電話システム) © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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ソリューション Twilio Flex アイデンティティ Authy Verify Marketing Campaigns オーケストレーション インテリジェンス Autopilot Lookup RUNTIME TaskRouter Conversations Studio Functions Assets Debugger チャネル API SMS Voice Email Video Chat CLI WhatsApp SDKs SUPER NETWORK Phone Numbers Short Codes Interconnect SIP IoT SIM © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Twilio Studio 概要 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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[beta]
Twilio = 開発者向け?

require('dotenv').config();
const express = require('express');
const twilio = require('twilio');

const app = new express();

Twilioから
リクエストを送信

app.use(express.urlencoded({ extended: false }));

app.get('/twiml', (req, res) => {

res.setHeader('Content-Type', 'application/xml');
const twiml = new twilio.twiml.VoiceResponse();

アプリケーションの
応答

twiml.say({ language: 'ja-JP'}, 'お電話ありがとうございます。');

res.send(twiml.toString());

「お電話ありがとうございます。」

});

app.listen(3000, () => console.log('Listening Port 3000'));

© 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Twilio Studio ローコード・ノーコードでコミュニケーションフローを デザイン、デプロイできるビジュアルインターフェース ビジュアルプログラミング ウィジェットのドラッグドロップ、接続、設定で コミュニケーションフローをデザイン、デプロイ 外部連携 REST APIエンドポイントの提供、Twilio Functions、 HTTPリクエストの送信など Studio REST API 既存フロー定義の取得や更新を実現 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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コールフローを「爆速」で構築 従来の方法を用いた 自動音声応答(IVR) 作成時間 3-4 hours 3-4時間 Twilio Studio を用いた IVR作成時間 5 mins 5 分(?!) © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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豊富なウィジェット(一例) メッセージの送信 条件分岐 電話の接続 外部Httpリクエスト 自然言語 トリガー Twilio Functions 呼び出し © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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作成したフローを電話番号に接続 © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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© 2022 TWILIO INC. ALL RIGHTS RESERVED.

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動的な文言の作成 テンプレートを定義しコンテンツを流し込める 発信者の選択情報 例: 入力した日時の確認 外部から受け取ったデータの流し込み 例: 電話番号から顧客名を取得し、再生 入力された日付は {{- widgets.gather_1.Digits | slice: 0,2 -}}月 {{- widgets.gather_1.Digits | slice: 2,2 -}}日です。 Liquid Templateを使用 - https://www.twilio.com/docs/studio/user-guide/liquid-template-language © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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外部サービスの呼び出し © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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1. フローから外部のサービスを呼び出す場合 “Phone” : “080-XXXX-XXXX” 顧客 情報 “インフラ太郎様、ありがとうございます。 ” “インフラ太郎 ” “080-XXXX-XXXX” © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Make HTTP Request / Run Function © 2022 TWILIO INC. ALL RIGHTS RESERVED.

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© 2022 TWILIO INC. ALL RIGHTS RESERVED.

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リソース ● リソース ○ ドキュメント https://jp.twilio.com/docs/studio ○ Twilio Studioを使って問い合わせ番号への着信を複数の番号に転送する方法 https://www.twilio.com/blog/call-forwarding-studio-remote-work ○ Twilio StudioフローとNode.jsを用いて外部にメッセージを発信する方法 https://www.twilio.com/blog/twilio-studio-rest-api-jp ○ Qiita各記事 https://qiita.com/search?q=twilio+studio © 2020 2022 TWILIO INC. ALL RIGHTS RESERVED.

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Thank you © 2022 TWILIO INC. ALL RIGHTS RESERVED.