Customer Relationship Management using the AWS Platform

Customer Relationship Management using the AWS Platform workshop provides participants skill and knowledge to design, build, test, publish, and improve the user experience of cloud service providers’ customers. It will also provide technical know-how to manage skill, operations and lifecycles in your cloud investments.

CONTENT

Voice-First Design Practices and Capabilities

• Describe how users interact with skills
• Map features and capabilities to use cases

Skill Design

• Design and develop an interaction model
• Design a multi-turn conversation
• Use built-in intents and slots
• Handle unexpected conversational requests or responses
• Design multi-modal skills using one or more service interfaces (for example, audio, video, and gadgets)

Skill Architecture

• Identify AWS services for extending Alexa skill functionality (Amazon CloudFront, Amazon S3, Amazon CloudWatch, and Amazon DynamoDB)
• Use AWS Lambda to build Alexa skills
• Follow AWS and Alexa security and privacy best practices

Skill Development

• Implement in-skill purchasing and Amazon Pay for Alexa Skills
• Use Speech Synthesis Markup Language (SSML) for expression and MP3 audio
• Implement state management
• Implement Alexa service interfaces (audio player, video player, and screens)
• Parse Alexa JSON requests and provide responses

Test, Validate, and Troubleshoot

• Debug and troubleshoot using Amazon CloudWatch or other tools
• Use the Alexa developer testing tools
• Perform beta testing
• Troubleshoot errors in the interaction model

Publishing, Operations, and Lifecycle Management

• Describe the skill publishing process
• Add and remove users in the developer console
• Perform analysis of skill analytics in the developer console
• Differentiate among the statuses/versions of skills (for example, In Development, In Certification, and Live)

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.