Monday, 05 February 2018 10:44

AppDynamics gets vocal about leveraging Amazon Alexa

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With Amazon Alexa now speaking and being spoken to by Australians, developers are activating Alexa as a new way to engage with customers, but this simply gives voice to ensuring the best all-round customer experience.

You can't just add an Alexa component to your app and expect customer nirvana.

I mean, with silence being golden, and all, taking a holistic approach to app development, customer experience, interaction and satisfaction speaks many more volumes than simply adding a feature for feature's sake.

You see, with Amazon Alexa's Echo speakers now available to order, and set for imminent delivery, and with Amazon making the Alexa Skills Kit and Voice Service now available down under, voice is clearly a desirable new feature.

Despite Siri, Google Assistant and Cortana having been available for some time, Amazon Alexa is the latest and arguably one of the most excitingly vocal entrants to have arrived for some time, ensuring the battle for voice is heating up as never before, with even everyday brands and businesses are looking to leverage Alexa as a new way to engage with their customers.

However, before Aussie brands get carried away, AppDynamics has spoken, stating that "it is important to stay focused on optimising, building and measuring for the best possible customer experience".

Acquired by Cisco in March 2017, AppDyanmics is an application performance management company, helping its customers with end-user monitoring, business-performance monitoring, infrastructure visibility and more, with a deeper breakdown of the company's capabilities here

And, in the midst of the new Amazon Alexa adventures and opportunities actively appearing for Australian businesses and their customers, AppDynamics A/NZ country manger, Simon Horrocks, has some appreciably applicable and appropriate advice.

He says: "Understandably, brands are jumping on the arrival of Alexa in Australia, as a new exciting way to engage with their customers. However, as the battle for voice heats up, Aussie brands must stay focused on optimising, building and measuring for the best possible customer experience.

"With the rise in conversational interfaces like Alexa, Cortana, Google Home and Siri, voice applications may overtake other forms of engagement, bringing new IT challenges and complexities to tackle.

"Increasingly, businesses will need the resources to visually piece together and map every voice interaction to gather a complete view of the customer and deliver exceptional brand experiences.

"Businesses must tread carefully when introducing these services to ensure they have the right systems and procedures in place to deliver flawless performance.

"It will be critical for IT departments to understand these new environments, infrastructure and the complexities surrounding the integration of voice into other systems," Horrocks concluded.

So, if you want to understand what your customers are saying to your company, products and services via app interaction, and what it all actually means, it ends up meaning a whole lot more than just plugging in an Alexa API.

You don't just want to give your customers a good hearing, but dynamically attend to their needs as proactively as possible, and ensuring all parts of your business are working as smoothly as possible to those ends.

After all, when it comes to competitive pressures seeking to attract your customers, you want your systems, products and services to already be so good that your customers are spoken for, whether they're interacting through Amazon Alexa, or not!

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Alex Zaharov-Reutt

One of Australia’s best-known technology journalists and consumer tech experts, Alex has appeared in his capacity as technology expert on all of Australia’s free-to-air and pay TV networks on all the major news and current affairs programs, on commercial and public radio, and technology, lifestyle and reality TV shows. Visit Alex at Twitter here.

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