In 2022, Amazon Alexa announced the Skill Quality Coach or SQC for short, a one on one assistant to help skills developers building high quality skills on Alexa. We want an engaging customer experience that reinforces itself. This article explains how to use the Alexa Skill Quality Coach to deliver an engaging customer experience and what are the key factors in PentaTech Voice implementations to leverage the SQC.
How does Alexa Skill Quality Coach (SQC) learn?
There are thousands of Alexa Skills in the market in different languages and countries. SQC learns from all of them and identifies what makes them successful. Consequently, it checks a given skill against those identified attributes and as a result, it gets a plan to improve its quality.
How does Alexa Skill Quality Coach (SQC) score quality?
Quality is understood differently by different people, depending on what they consider quality to be. Generally, though, it is how well a product is suited to the purpose it was made for [1]. Alternatively, it can also be defined as the degree to which a product or service satisfies a set of requirements.
What is the Skill Quality Score (SQS) and how is calculated?
The Skill Quality Score (SQS) is a number between 0 and 5, and measures the skill quality. Being 0 the lowest and 5 the maximum. And this number is calculated based on skill design features and customer experience. [2]
Scores three and above can be interpreted as high. In order to maximize the SQS, a skill needs to score well on both the skill design and customer experience facets.
Where do I find my Skill Quality Score?
The Skill Quality Score (SQS) is situated within the Skill Quality Coach (SQC) below the Summary entry of your skill.
How to use Alexa Skill Quality Coach to deliver an engaging customer experience?
Customer engagement means improving the customer experience through positive customer interactions. As a result, customer feedback becomes fundamental to drive skill improvements. SQC is composed by skill design features and customer experience. We can leverage the later to improve customer experience.
Firstly, the customer habituation score measures stickiness of a skill based on how recently and how often customers use the skill. A high score on customer habituation indicates that skill has a higher portion of engaged and repeat customers (fans of your skill) when compared to similar skills. [2]
As part of PentaTech Voice, we review each Alexa Skill Quality Coach score routinely to ensure high quality of our Alexa Skills in both of the mentioned aspects [3].
