AWS re:Invent 2016: How Capital One Built a Voice-Based Banking Skill for Amazon Echo (ALX201)

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As we add thousands of skills to Alexa, our developers have uncovered some basic and more complex tips for building better skills. Whether you are new to Alexa skill development or if you have created skills that are live today, this session helps you understand how to create better voice experiences. Last year, Capital One joined Alexa on stage at re:Invent to talk about their experience building an Alexa skill. Hear from them one year later to learn from the challenges that they had to overcome and the results they are seeing from their skill. In this session, you will learn the importance of flexible invocations, better VUI design, how OAuth and account linking can add value to your skill, and about Capital One's experience building an Alexa skill.

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AWS re:Invent 2016: How Capital One Built a Voice-Based Banking Skill for Amazon Echo (ALX201)

  1. 1. © 2016, Amazon Web Services, Inc. or its Affiliates. All rights reserved. Scott Totman - Head of Mobile Technology, Payments, and Innovation at Capital One David Isbitski – Chief Evangelist, Alexa and Echo at Amazon November 29, 2016 How Capital One Built a Voice-Based Banking Skill for Amazon Echo ALX201
  2. 2. WE BELIEVE VOICE REPRESENTS THE NEXT MAJOR DISRUPTION IN COMPUTING
  3. 3. CONVERSATION IS THE MOST NATURAL W AY TO ENGAGE W ITH YOUR PRODUCTS VOICE RELEASES THE FRICTION OF TRADITIONAL TECHNOLOGY INTERACTION USERS CAN NOW INTERACT W ITH YOUR PRODUCT IN A MORE INTIMATE W AY
  4. 4. Create Great Content: ASK is how you connect to your consumer A L E X A F R A M E W O R K S Supported by two powerful frameworks ALEXA VOICE SERVICE Unparalleled Distribution: AVS allows your content to be everywhereLives In The Cloud Automated Speech Recognition (ASR) Natural Language Understanding (NLU) Always Learning ALEXA SKILLS KIT
  5. 5. What Have We Learned?
  6. 6. Key Design Principles for ALEXA SKILLS  Skills Should Provide High Value  A Skill Should Evolve Over Time  Users Can Speak to Your Skill Naturally and Spontaneously  Alexa Should Understand Most Requests to Your Skill  A Skill Should Respond in an Appropriate Way
  7. 7. High Utility Low Utility Doing Performs a Task “Alexa, ask Scout to arm away mode.” “Away mode armed. You have 45 seconds to leave the house.” Searching Identifies specific info “Alexa, ask Vendor if there are Pearl Jam tickets available for this weekend.” “There are a limited number of tickets, ranging from $49 to $279.” Telling Provides a quick reference point “Alexa, tell me a cat fact.” “It is well known that dogs are superior to cats.” Browsing Gives info on a broad subject “Alexa, ask Amazon what’s on sale.” “The following items are on sale right now...”
  8. 8. Example of Automatic Learning ALEXA SKILL Alexa, launch Travel Buddy Hi, I’m Travel Buddy. I can easily tell you about your daily commute. Let’s get you set up. Where are you starting from? Philadelphia Okay, and where are you going? Boston Great, now whenever you ask, I can tell you about the commute from Philadelphia to Boston. The current drive time is five hours and twenty-three minutes. There is an accident on I-95 near Hartford. Alexa, launch Travel Buddy Your commute is currently five hours and two minutes.
  9. 9. Users Can Speak to Your Skill Naturally and Spontaneously The experience of using your Alexa skill should allow users to not have to think about what to say and allow them to not remember how to say it. They should be able to converse with Alexa just as they would another human. All they need is a rough idea of what Alexa can do (e.g. playing music, setting a timer, etc.), and they just ask her to do it. This is the real value of voice interface, but this value can quickly erode in a skill that forces users to interact in unnatural ways.
  10. 10. Users Can Speak to Your Skill Naturally and Spontaneously You should try to remove artificial skill syntax and make interactions within your skill as natural as possible. Allowing your users to make simple requests without having to think about the format those requests should be in will create a much better experience.
  11. 11. New Features
  12. 12. Capital One Skill for Alexa
  13. 13. Capital One – Real World Experiences
  14. 14. Capital One’s Skill Overview
  15. 15. Capital One’s Alexa Journey July 2015. Tech off- site & rapid prototyping October 2015. Prototype at AWS re:Invent March 2016. Launch Capital One for Alexa skill November 2015. Formal project kick- off October 2016. Semantic search feature @ Grace Hopper
  16. 16. Capital One Skill Focus What do customers want from their bank? Help me perform a task Financially speaking... am I okay?
  17. 17. What the heck!? I don’t recognize this purchase. Help Me Perform a Task I want to transfer money to savings I need to pay my credit card bill I want to pay my utility bill I’m about to travel. Please don’t decline my card! How do I order a Venture Card?
  18. 18. What’s the last thing I bought? Financially Speaking… Am I OK? What’s my credit card balance? Did my payment go through? How much did I spend at Starbucks last month? When is my next payment due? What’s left in my checking account?
  19. 19. Capital One Skill Features Initial Feature Set  Pay credit card bill with existing primary payment account  Provide your credit card balance  Provide your checking and/or savings account balances  List your recent transactions  Provide your available credit amount  Tell you when payment is due  Give you an account summary  Easter egg: What’s in your wallet? Evolved Feature Set  Prefetch customer account information  Activate a new credit card  Provide credit card APR information  Provide credit card transactions at a specific location  Provide total spending amount within a specific category like dining  Lock and unlock credit card
  20. 20. What we’ve learned…
  21. 21. How to talk to our customers Ex: What’s my credit card balance? The following balance may or may not be accurate due to partial payments, pending transactions, and overall money movement policies. By listening to this message you implicitly accept all liabilities…. Your QuickSilver balance is $470.34 What exactly do you mean by “balance”?
  22. 22. There are more than 150 ways to ask about recent spending List my recent {AcctType} transactions My recent {AcctType} transactions Get my recent transactions for account ending with {LastFour} Get recent {AcctType} transactions What are my recent {AcctType} transactions What are my recent charges? Get my transactions for account {LastFour} Get my recent transactions for account in {LastFour} Transactions for account ending {LastFour} Get my transactions for account {LastFour} What did I buy? What have I bought in the last few days? What have I purchased recently? My recent transactions for account ending with {LastFour} "intent":"RecentTransactions", "slots":[ { "name":"LastFour", "type":"AMAZON.FOUR_ DIGIT_NUMBER" }, { "name":"AcctType", "type":"AccountType" } ]
  23. 23. Awkward silence Forced conversation No personality
  24. 24. How to balance security and convenience Security Convenience
  25. 25. How to balance security and convenience Security Spoken pin Push notification Secret phrase Convenience
  26. 26. How to balance security and convenience Convenience OAuth account linking Optional PIN Security Spoken pin Push notification Secret phrase
  27. 27. { "intent": "AccountBalance", "slots": [ { "name": "LastFour", "type": "AMAZON.FOUR_DIGIT_NUMBER" }, { "name": "AccountType", "type": "AccountType" }, { "name": "ProductType", "type": "ProductType" } ] }, Utterance Compiler Compiler Template Input how much [is|do I have] in {My} ([{AccountType}|{ProductType}])? account Compiler Template Output AccountBalance how much is in my {AccountType} account AccountBalance how much is in my {ProductType} account AccountBalance how much is in my account AccountBalance how much do I have in my {AccountType} account AccountBalance how much do I have in my {ProductType} account AccountBalance how much do I have in my account
  28. 28. Debug Tool Username Feature to Test Amazon Commands to Invoke Account Balance Feature Optional Input LastFour AccountType ProductType CurrencyType What’s CurrentBalance EndingWith My Alexa Output Help Stop No Yes Repeat AccountBalance AvailableCredit BillDueDate AmountDue RecentTransactions Financial Summary Test Platinum “The current balance on your Platinum card ending in <say-as interpret-as=“characters”>3889</say- as> is $12501.57. “
  29. 29. Abstraction Layer • Pull out common logic for chatbots and other capabilities • Breakout routing middleware, intent handlers, and backend services
  30. 30. Thank you!
  31. 31. Remember to complete your evaluations!
  32. 32. Related Sessions

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