The document outlines the maintenance phases for Alexa skills, emphasizing the importance of continuous maintenance, metrics evaluation, and user feedback. It highlights strategies for handling unresolved utterances, improving interaction models, and leveraging constructive reviews for enhancements. Additionally, it urges staying updated with new Alexa features to address ongoing challenges in skill development.

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Alexa SkillAlexa Skill
MaintenanceMaintenance

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Ralf Eggert
CEO of Travello GmbH
Alexa Partner Agency
AWS Certified Alexa Skill Builder
Alexa Champion

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Seven
Project
Phases

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The theory
1. Kickoff
3. Conception
5. Implementation
7. Maintenance
2. Prototyping
4. Design 6. Testing

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The reality
1. Kickoff
3. Conception
5. Implementation
7. Maintenance
2. Prototyping
4. Design
6. Testing

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Continuous Maintenance
1 3 52 4 6 1 3 52 4 6 1 3 52 4 6
7

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How to handleHow to handle
Continuous
Maintenance?

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MetricsMetrics

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Which metricsWhich metrics
are useful?

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Summary
Daily or once a week
Default is last 7 days
Watch the rise or fall
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Customers
Identify days of
highest (SA) and
lowest (MO) usage
Implement features on
days with lowest usage
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Sessions
Spot error situations
Check logs for these
situations
Try to avoid these
situations in future
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Intents
Spot most used and
lesser used intents
Improve most used intents
Remove lesser used intents
(if possible)
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Interaction Path
Examine carefully!
Is your dialog working out?
Are people losing their way?
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Retention
How many come back
after one week?
After ten weeks?
Can you spot any progress?
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Intent
HistoryHistory

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How toHow to
start?

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No data?
Nothing to do here
Move to next skill
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Unresolved
Utterances from the
last 30 days
Examine regularly
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Low confidence
Start with utterances
with low confidence
Solve them on daily basis
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Medium
confidence
Continue with utterances
with medium confidence
Be careful: they are trickier
Solve them on weekly basis
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Resolve
utterances
Your interaction model
will be changed
Don't forget to certify
Don't forget to update
your backend if any
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Bulk mapping
Map utterances in a bulk
Again: your interaction
model will be changed
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ReviewsReviews

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Don't be afraidDon't be afraid
of bad reviews!of bad reviews!

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Positive reviews
Very nice!
Hard to use for
improvements.
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Pure star reviews
Nice but almost useless.
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Pure negative
reviews
Sad and almost useless.
3

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Constructive
bad reviews
Very nice!
Very useful for
improvements!
Don't forget to write back!
4

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New
Alexa
featuresfeatures

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How to stayHow to stay
up to date?up to date?

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Developer blog
Try new Alexa features
New Alexa features can
solve old problems
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Newsletter
Get the developer
newsletter!
Both in German
and Englisch!
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Conclusion

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Project phases
Maintenance is the
longest project phase!

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Metrics
Examine them
regularly and act!

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Intent History
Improve your
interaction model
on regular basis!

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Reviews
Use the power
of constructive
bad reviews!

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New Alexa
features
Stay up to date

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Thanks!
ralf@travello.audio
https://www.travello.audio