ROGER MARTINEZ: Hey, Roger here from Google Cloud.
And in this video, we'll have a look
at how developers can extend G Suite to build
seamless solutions enabling users of popular tools
like Gmail, Chat, and Drive to work faster, easier,
and smarter.
Specifically, we'll look at an end
to end solution that highlights newer developer
technologies like G Suite add-ons,
Chatbots, and accelerated mobile pages for email.
By showcasing different types of integrations
that developers can build with G Suite,
we hope to inspire you to build your own.
So let's get started.
Meet Anu, the manager of a customer service
team at another corp. She receives an email
from one of her customers, AltoStrat,
who wants help resolving a nagging issue,
inconsistent access to the payment portal.
Obviously, resolving this in a timely manner is key.
In the email from the customer, we
can see a couple of key pieces of information, the issue
number, and, of course, the customer name.
As a developer, you can leverage that information
in the context of the email to build applications that
can really benefit the manager.
Here, we can see how Anu launches her
CRM add-on in Gmail.
Without having to switch applications, log
into another system, and risk losing focus and flow,
she can quickly triage the customer
to see important details such as key contacts and the type
of service contract that they have.
Next, still within the CRM add-on in Gmail,
Anu can see that AltoStrat is also
an important sales prospect with a couple
of big deals on the table.
Now that Anu understands the customer better,
it's time to dig in on the issue that they're having.
Anu has another add-on available in Gmail
where she can quickly understand the history
and status of the issue.
Note, the add-on used the context of the issue number
from the email so Anu didn't have to retype it or look it up
in another system.
With a closer look, Anu discovers
that the issue had been open in the past,
but was not yet assigned to a technician to resolve it.
In order to get this back on track,
Anu takes action to escalate the issue
and receive immediate attention by changing
its priority to a critical P0 right within the add-on.
Anu can also add an explanation of the changes in a custom
comment.
Now she needs to assign someone to cover the issue.
Given the urgency, sending out an email to the team
may not be fast enough.
So, while still within Gmail, Anu
switches over to using Chat to quickly reach everyone
in the customer care team via their chat room.
Anu invokes the team's Kanban Chatbot
with a simple at mention.
And the custom built chatbot responds
to everyone's availability, pulling from the team's
resource planning back end app.
Quickly, Anu new sees that Guru is not fully tasked
and pings him directly, asking if he can help.
Once he confirms that he can, Anu
uses another custom chat bot to assign the task directly
to Guru from within the conversation, making sure
that it's immediately assigned and recorded.
Now that we've seen how Anu was able to triage and assign
the issue, let's take a look at how our customer service
rep can use G Suite extensions to help resolve the customer
issue.
Now that the task has been assigned
to Guru, when he checks his inbox,
he sees the email notifying him of the assignment.
However, the email itself is a little unique.
As you can see here by the lightning bolt designation,
it's a dynamic email, which is using the AMP
for Email spec in Gmail.
What makes this interesting is Guru
can interact with this email much like he would
the issue tracking application.
But once again, without having to leave his inbox.
For example, he can browse the details of the issue,
see related documents that might be useful,
and even review the history of the issue up to that point.
Guru can quickly see the comments
the manager added when escalating
this issue for the customer.
Then, right inside the email, Guru
can acknowledge that he is accepting the issue
being assigned to him, saving time and allowing the team
to know that he's got it covered.
The power of the dynamic email becomes very apparent.
As you can see, Guru's acceptance
is instantly displayed in the body and the activity
history of the original email.
There's even an inline UI in the email
where Guru can leave his own comment
where he logs that he has a good idea of what the issue is.
When the issue tracking generated this dynamic email,
it also added a folder and provided a link
to the resolution template using the Drive API,
saving the customer service rep time in locating documents
while ensuring they use the correct templates
and store them correctly within Drive.
Now let's fast forward to when Guru
has worked through the problem and wants to record the process
and close out the issue.
The customer service team Guru works in stores
all customer documents in a shared drive on Google Drive.
It's here where Guru will wrap up
the process of capturing steps and outcomes of the issue.
But like we saw before with Gmail
and how you can leverage add-ons with contexts,
you can do the same with Google Drive as well.
The same add-on written and published
once works across all G Suite.
So after a quick scan of the doc to make sure it's all complete,
Guru can access the add-on in Drive
and change the status to closed without ever
having to leave G Suite.
And that's it.
Problem solved.
As you can see, G Suite enables developers
to provide solutions that can integrate complex processes
and data seamlessly into G Suite.
The solutions you can build can reduce contact switching,
improve workflow, and make it easier for users and teams
to get things done.
If you'd like to learn more, check out the links
in the description below.
And don't forget, subscribe to our YouTube channel
for more great content.
[MUSIC PLAYING]