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Adrian tells stories about Zendesk's challenges and successes in growing and scaling big datasets, as well as their experience building a full-blown VOIP integration into their flagship product with Twilio.
The talk will emphasize why and how you should use state machines to model call workflow in your application. We will also introduce a Ruby library we extracted out of Zendesk Voice, and show code that uses it to implement call workflow in a simple and scalable manner.