Enhance customer experience with Conversational Interfaces

1. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Enhance customer experience with Conversational Interfaces Johan Esbjörner Technical Lead HQV CCOE Husqvarna @taraw Tara E. Walker Sr. Technical Evangelist Amazon Web Services

2. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Agenda  The What & Why of Conversational Interfaces  Ins and Outs of Amazon Lex  Putting Conversational Interfaces to Work: Husqvarna Group

4. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. “What we need now is to be able to simply talk with our devices. That's why I believe it's finally time for the conversational user interface, or "CUI." This is the interface of the future, made even more necessary as computing propagates beyond laptops, tablets and smartphones to cars, thermostats, home appliances,and now even watches ... and glasses.” ~ Ron Kaplan (via WIRED magazine), Lead-Nuance Communications' NLU R&D Lab, Professor of Linguistics at Stanford University, former CTO of Powerset

6. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Developer challenges Conversational interfaces need to combine a large number of sophisticated algorithms and technologies Speech recognition Language understanding Business logic Disparate systems Authentication Messaging platforms Scale Testing Security Availability Mobile

7. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Considerations when building Conversation Interfaces • Understand the conversation flow • What information do you need from the conversation • What is the intent/goal of the conversation • Validate your input • Handle errors gracefully • Add clarification prompts if required • Test, test and more testing • Understand Metrics after your bot or conversational interface is deployed in production

9. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Text and speech language understanding: powered by the same technology as Alexa Enterprise Ready: connect to enterprise systems via SaaS connectors; Versioning and alias support Build once and deploy to multiple platforms Designed for builders: efficient and intuitive tools to build conversations; Scales automatically Amazon Lex - Overview Continuous Learning: monitor and improve your bot

10. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Hello Amazon Lex Amazon Lex Graphical User Interface Conversational Interface Built-In Integration with Slack, Messenger, & Twilio

11. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Text and speech language understanding Speech recognition Natural language understanding Powered by the same deep learning technology as Alexa

12. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Multi-platform Mobile Messaging Platforms Web IoT SDKs: iOS & Android Mobile Hub Facebook, Twilio SMS and Slack SDKs: Java, JavaScript, Python, CLI, .NET, Ruby on Rails, PHP, Go Integrated with AWS IoT via AWS Lambda Build once and deploy to multiple platforms

13. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Technology Amazon Lex Automatic Speech Recognition (ASR) Natural Language Understanding (NLU) Same technology that powers Alexa Amazon Cognito CloudTrail CloudWatch AWS Services Action AWS Lambda Authentication & Monitoring Speech API Language API Fulfillment End Users Developers Console SDK Intents, Slots, Prompts, Utterances Input: Speech or Text Multi-Platform Clients: Mobile, IoT, Web, Chat API Output: Speech (via Amazon Polly TTS) or Text

14. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Key Concepts Utterances Spoken or typed phrases that invoke your intent BookHotel Intents An intent performs an action in response to natural language user input Slots Slots are input data required to fulfill the intent Fulfillment Fulfillment mechanism for your intent

15. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Example: “Book a hotel” Book Hotel Stockholm “Book a Hotel in Stockholm” Automatic Speech Recognition Hotel Booking Stockholm Natural Language Understanding Intent/Slot Model UtterancesHotel Booking City Stockholm Check In May 14th Check Out May 16th “Your hotel is booked for May 14th” Amazon Polly Confirmation: “Your hotel is booked for May 14th” “Can I go ahead with the booking? a in

16. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Slot elicitation Check In 5/14/2018 City Stockholm I would like to book a hotel Sure, which city will you be traveling to? Stockholm What date do you want to check in? May 14th

17. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Dialog management I would like to book a hotel Sure, which city will you be traveling to? Stockholm What date do you want to check in? Tomorrow … And for how many nights is this for? City Simple Declarative Model Check-In Date Check-Out Date Slots Which city will you be traveling to? What date do you want to check in? How many nights is this for? Prompts Build Multi-turn Conversations Easy Setup in Console

18. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Customize conversations I would like to book a hotel Would you prefer to stay in Downtown this time as well? Yes What date do you want to check in? May 14th Sorry no availability. Would a different location work? Personalize conversation based on user preferences Validate user input and re-prompt as necessary

19. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Error handling I want to …. {garbled} ….. Sorry can you please repeat that? I am having trouble understanding Can you please say that again? Sorry I am not able to assist you at this time Clarify by requesting user to repeat Uses a different prompt every time Hang up phrase to end the conversation

20. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Conversation context Slot ValuesIntents Prompts ConfirmationsSession Attributes Slot Value Slot Value Conversation Yes/No Session Attributes Intent Prompt Lex maintains context by storing data throughout the conversation Confirm

21. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Dynamic conversation flow Conversation Session Attributes Second Intent Switch Intents First Intent Session Attributes Conversation Chain Intents Takeout Dine In Dine In or Take out? Anything else today? Book a Car

22. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Versioning and Alias support AliasVersioning • Supported for intents, slots, and bots • Enables multideveloper environment • Rollback to previous versions • Deploy different aliases to different platforms • Run different stacks for dev, stage and prod environments • Target different user groups with different aliases v1 v2 v3 latest v1 Dev v2 Stage v3 Prod

23. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Fulfillment & Response AWS Lambda integration Return to Client User input parsed to derive intents and slot values. Output returned to client for further processing. Intents and slots passed to AWS Lambda function for business logic implementation.

24. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Deployment Cycle Save Build Saving your bot preserves the current state on the server Building your bot creates versions that you can test Publish Publishing your app will create a version of your bot and provide an alias to your clients Test Test your bot in a chat window on the console

25. © 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. Amazon Lex – Export to Alexa Skill Amazon Lex Chatbot schema (JSON) Alexa Skill Export to Alexa Skills Format Import into Alexa Skill Builder

28. Integrating the Husqvarna Automower into the smart home

29. Market leadership – over 20 years of innovation Key robotic milestones Connect Gen2 Automower Automower Connect Gen1 Solar Mower 310, 315 450X Generation 0 Generation 1 1995 1998 2003 2015 The Original We created the Robotic Mower market >1 million 20182011 Generation 2 Generation 3 Connect Gen3 PRO 2007 230ACX 260ACX 305

30. Automower evolution from product to a system of systems Selected 3-party systems

31. Automower smart home integrations •Alexa & Google support, 2018 Q3 / Q4 – Basic features, start, stop, park & status. – Will evolve based on what our customers requests •Open API, 2018 Q4 / 2019 Q1 – API access for all developers

32. Alexa & Google architecture

33. Alexa skill deployment pipeline

34. 1. A launched skill is locked for editing and a new development version of the skill is created automatically. Things to consider when deploying an Alexa Skill Same ARN is used in both Skills!

35. Things to consider when deploying an Alexa Skill 3. Alexa Skills Kit CLI requires manual intervention for authorization store ~/.ask/cli_config securely for reuse in docker etc. 2. Changes to a non versioned lambda function will affect the live skill orunless Separate environments Lambda versioning & aliases is used

36. www.husqvarnagroup.com

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