There’s no reason why customer interactions with your business’ agents embedded in smart assistants, such as Amazon Alexa, the Google Assistant, or Facebook Messenger, should remain a mystery.

In designing Alexa Skills and Google Actions, we pinpoint where users make decisions and where meaningful dialog takes place. This means that your business can begin to understand your customers cognitive processes when given options through voice. We also report which intents – the main goal that the user wants to achieve, are triggered the most. We report this information back to your fully established, or a new, Google Analytics dashboard as a series of events.

Interactions with smart assistants contain much more meaning than a ‘hit’ on a website. Interacting through voice requires users to listen and think about options given to them. Analysis of smart assistant use reveals your customer’s thought processes – more than just usage patterns.

Below shows a pie chart presenting the proportion of different intents triggered by users when using a room booking Alexa Skill.

Google Analytics

Launched in 2005, Google Analytics, now known as ‘Analytics 360’, is the most popular web analytics tool available. It’s a great tool used across the marketing and website design industries to understand user behaviour and help inform future business decisions. We decided to support Google Analytics in our Alexa Skills and Google Actions for this reason.

Every time a user reaches a decision point, the decision available and the decision decided is sent as an ‘event’ to the Google Analytics dashboard. We can also report how many people are using the Skill or Action in real-time, by capturing when they start a session and when they leave a session, giving you a clear indication how popular your skill is.