Video: How to Improve UX and User Rating for Your Alexa Skill
Learn more about IVR and Alexa Skills at the next SpeechTEK conference.
Read the complete transcript of this clip:
Navya Nayaka Yellogi: As the product manager in the voice space, I will be discussing the problems we faced while building for voice, and I will quickly show you an example of a product, an Alexa Skill that we built for the Motley Fool.
Alexa Owner: Alexa. Ask the Fool how the S&P 500 is doing.
Alexa: The S&P 500 Index traded up 0.43% today at 2,150.3. Anything else?
Alexa Owner: Facebook?
Alexa: Facebook's most recent share price is $133.15. It's trading up 0.82% today. Would you like to add it to your watch list?
Alexa Owner: Yes.
Navya Nayaka Yellogi: As you can see from the video demo, there are a couple of features. So the user starts off by asking about the market's performance. Later, he asks about the specific stock's performance and adds and removed stocks to his watch list. At Witlingo, to launch a Skill, we go through a process of first researching what the user actually wants, then designing and rigorously testing it, launching the Skill, and going through the process all over again. Since there were thousands of stocks, testing was where we discovered most of our issues. We alpha-tested and beta-tested this Skill rigorously. We really wanted to deliver an absolutely great user experience.
We employed a couple of strategies to help tackle, to help deliver a great customer experience. Number one was tackling the user reviews on the Alexa app. As the reviews were coming in, we addressed the reviews and we told the user and we were saying to the user, “Hey, listen. We are acknowledging the issue.” We took a note of it. As we built the fix for this issue, we let them know.
The second thing was we set up a channel so that the users could engage with us. We wanted to have a Skill with a really great rating. So we actually set up an email address and a toll-free number so that the users could leave voice messages. All the negative reviews that would have eventually ended up on the Skills tool instead got directed into our email inbox voice inboxes. While setting it up, we did not anticipate how popular it would be, but in this day and age, it's surprising to know that people actually pick up the phone and call us.
Once we took note of the issue, we built a fix for it and we let the users know. As we let the users know, we also did ask them if they would like to, if they could post a review about our skill on the skills tool. Some of them complied and that's how we turned a complaint into a 4-5 star rating.
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