Join Our Session at the 2020 HCIC@Home Virtual Conference
- “Alexa, Help Me Optimize My Customers’ Urgent Care Experience”
- Tuesday, November 17, 2020 | 11:50 AM
- Matt Hummel, Chief Experience Officer, Paragon
Seamus O’Reilly, Senior Director, Content Marketing and Digital Presence, Duke Health
- With over 200 million Alexa-enabled devices in customers’ hands worldwide, it’s time to start considering voice as a channel before you’re behind the eight-ball – a lesson many organizations learned during the evolution of mobile. In this session, hear Duke Health’s approach to piloting voice design with an Alexa Skill to improve their customer’s access to urgent care – and lessons learned to help you concept, design and implement a skill in Amazon’s ecosystem.
– Why it’s important to start considering voice as a platform
– Key items to include in a technical requirements document
– How to create an interaction model for multi-turn conversations between the user and skill
– Lessons learned from designing, building, and hosting the skill
– Nomenclature related to voice design
– How to integrate APIs including Clockwise, Google Maps, and others
– Challenges such as phonetic representations, anticipating one-shots and utterances, and UAT testing strategies.
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