Frequently Asked Questions

Voice Best Practices 3 FAQS
QnA Best Practices

QnA Best Practices

Tips for Writing Questions  Make sure the language is natural (i.e. how people talk).  Phrase questions the way a person would ask them verbally, keep it short and simple. Your users will have the greatest success getting the answer they are looking for if you provide as many variants to the question as possible as everyone will phrase things differently.  For example... EXAMPLE QUESTION WITH VARIANTS:
  • What is your pricing?
  • How much does it cost?
  • How much do you charge?
EXAMPLE ANSWER: Our rate is fifty five dollars an hour. Draft one question at a time. EXAMPLE: Instead of writing, "What services do you offer and how much do they cost?", break those into two separate questions of "What services do you offer?" and another for "What is your pricing?" Tips for Writing Answers Answers should be short (2-3 sentences max.), but more than a simple "yes" or "no" answer. If you really want to engage your customers in a conversation, consider giving them a suggested next question or a call to action at the end of your answer - think about how a conversation would naturally flow. EXAMPLE: Our rate is fifty five dollars per hour.  If you would like to hear about the services we offer, just say, ask Brown Consulting, what services do you offer? When offering a leading follow up question at the end of your answer, be sure you also have a question phrased the same way in your QnA. EXAMPLE ANSWER: Our rate is fifty five dollars per hour.  If you would like to hear about the services we offer, just say, ask Brown Consulting, what services do you offer? EXAMPLE QUESTION:
  • What services do you offer?
  • What do you specialize in?
  • What services do you provide?
General Tips Use a comma for short pauses between words and a period for a slightly longer pause. Instead of using symbols that some voice platforms may not translate, TYPE out your words so that they are read correctly. EXAMPLE: The “.” in www.joespizza.com is read correctly when written as w, w, w.  dot. joes. pizza. dot. com. Phone numbers read best written as follows:  3, 0, 3.  5, 5, 5.  5, 5, 5, 5. SAMPLE QnA QUESTION 1:
  • Tell me about Joe’s Pizza
  • What is Joe’s Pizza?
  • What is the history of Joe’s Pizza?
ANSWER 1:  Joe’s Pizza is a local pizza parlor that has been in New Haven since 1980. Still operated by the original owner, Joe’s Pizza is the best place to grab a slice for lunch. If you would like our address, just say, ask Joe’s Pizza what is your address? QUESTION 2:
  • What is your address?
  • Where are you located?
  • How do I find you?
ANSWER 2: Joe’s Pizza is located at 12 Barber Street in New Haven and is open from 11am until 8pm. If you would like to contact Joe’s Pizza, just say, ask Joe’s Pizza what is your contact information? QUESTION 3:
  • What is your contact information?
  • What is your phone number?
  • How do I order?
ANSWER 3: You can reach us by calling 1, 0, 1.  1, 0, 1.  1, 1, 1, 1.  Or you can visit us online at w, w, w. dot. joes. pizza. dot. com.  To hear about our most popular pizzas, just say, ask Joe’s Pizza what are the most popular pizzas? QUESTION 4:
  • What are the most popular pizzas?
  • What pizza is ordered the most?
  • What pizza should I order?
ANSWER 4: Our most popular pizza is the Hawaiian Pizza which has red sauce, cheese, ham, and pineapple. The second most popular is pepperoni, followed by our barbecue chicken. If you would like to place an order, you can call us at 1, 0, 1.  1, 0, 1.  1, 1, 1, 1.
Sample Voice Conversation
Press the Voice Platform Speaker Button You:  “Launch Joe’s Pizza” Voice Platform:  “Welcome to Joe’s Pizza, how can I help you?” You:  “Tell me about Joe’s Pizza.” Voice Platform:  "Joe’s Pizza is a local pizza parlor that has been in New City since 1980. Still operated by the original owner, Joe’s Pizza is the best place to grab a slice for lunch. If you would like our address, just say, ask Joe’s Pizza what is your address?”    Press the Voice Platform Speaker Button You:  “Ask Joe’s Pizza, what is your address?” Voice Platform:  “Joe’s Pizza is located at 123 Main Street in New City and is open from 11am until 8pm. If you would like to contact Joe’s Pizza, just say, ask Joe’s Pizza what is your contact information?”     Press the Voice Platform Speaker Button You:  “Ask Joe’s Pizza, what is your contact information?” Voice Platform:  “You can reach us by calling 1, 0, 1. 1, 0, 1. 1, 1, 1, 1. Or you can visit us online at w, w, w. dot. joes. pizza. dot. com. To hear about our most popular pizzas, just say, ask Joe’s Pizza what are the most popular pizzas?”    Press the Voice Platform Speaker Button You:  “Ask Joe’s Pizza, what are the most popular pizzas?” Voice Platform:  “Our most popular pizza is the Hawaiian Pizza which has red sauce, cheese, ham, and pineapple. The second most popular is pepperoni, followed by our barbecue chicken. If you would like to place an order for delivery, you can call us at 1, 0, 1. 1, 0, 1. 1, 1, 1, 1. "
Choosing Your Invocation Name(s)
Choosing your invocation name is a very important part of the process to get your business on voice assistants. (An invocation name is the name your customers use when asking your business a question on voice assistants, i.e. “Alexa, launch Joe’s Pizza.” or “Alexa, ask Joe’s Pizza, what are your specials?”). If you want your invocation name to be the same on all voice platforms, you will want to read through all of these instructions to make sure and choose a name that qualifies on all available platforms.   Rules / Tips that Apply to All Platforms
  • The skill invocation name must not infringe upon the intellectual property rights of an entity or person. Avoid trademarked or copyrighted names (unless it belongs to you).
  • One-word invocation names are not allowed, unless the invocation name is unique to your brand/intellectual property with proof of ownership established through legitimate documentation. Compound words broken into multiple words will not circumvent this requirement, for example key board counts as one word.
  • Invocation names that include names of people or places (for example, "molly", "seattle") are not allowed, unless they contain other words (for example, "molly's horoscope," "seattle spotlight," "sam's market").
  • Two-word names are not allowed if one of the words is a definite article (the), indefinite article (a or an), pronoun (like my), or preposition (for, to, or of). For example, your name should not be a bicycle, an espresso, to amuse or for fun.
  • Specify a clear and easily recognized invocation name. Names must be easy to pronounce correctly and be phonetically distinct to avoid being misinterpreted as similar sounding words. Don't use names that are phonetically similar to vulgar, offensive, generic, or common names. Avoid hard to pronounce words. An invocation name that contains difficult words to pronounce, such as Quinoa, makes it harder for your users to pronounce correctly.
  • Avoid words that are homophones. Try not to include words that sound the same as another word but have different meanings like "peak/peek" or "wait/weight". Also try to avoid overly clever word plays that will cause collisions with common English words or phrases.
  • The invocation name should be distinctive to ensure users can enable your skill. Invocation names that are too generic may be rejected during the skill certification process or result in lower discoverability.
  Alexa Specific Rules/Tips
  • The invocation name must not contain any of the Alexa skill launch phrases and connecting words. Launch phrases include "run," "start," "play," "resume," "use," "launch," "ask," "open," "tell," "load," "begin," and "enable." Connecting words include "to," "from," "in," "using," "with," "about," "for," "that," "by," "if," "and," "whether."
  • The invocation name must not contain the wake words "Alexa," "Amazon," "Echo," or the words "skill" or "app".
  • The invocation name must contain only lower-case alphabetic characters, spaces between words, and possessive apostrophes (for example, "sam's science trivia"). Other characters like numbers must be spelled out (for example, "twenty one").
  • If the invocation name includes abbreviations, it must include periods and each period must be followed by a space (for example, "a. b. c. ", "f. y. i. ", "u. f. o. ").
  • The invocation name cannot spell out phonemes. For example, a skill titled "AWS Facts" would need "AWS" represented as "a. w. s. " and NOT "ay double u ess."
  • The invocation name must not create confusion with existing Alexa features. If your skill invocations overlap with common Alexa commands, users may get confused by Alexa's response and not enable your skill. For example, if your invocation name is too similar to the built-in "weather" command, Alexa may sometimes respond with your skill and sometimes respond with the built-in weather feature, providing an inconsistent user experience.
  • The invocation name must be written in each language you choose to support. For example, the German version of your skill must have an invocation name written in German. If your skill is published in a non-English marketplace, the invocation name may contain English words if these words are commonly used (for example, if proper nouns, like names and places, are used). In those cases, use the English spelling of those words. In cases where spelling differs between the local language and English, use the spelling of the local language (example: use "radioplayer" in a German skill–not "radio player").
  Google Specific Rules/Tips
  • Google doesn’t allow names that are:
  1. Common phrases (for example, thank you, how are you?, good morning)
  2. Confusingly similar with features of the Assistant (especially with home automation, device control, and media playback commands)
  3. Potentially confusing users into thinking they are interacting with Google or that Google is promoting, endorsing, or sponsoring content featured in the Action.
  4. Generic, including words or phrases that are categories of products, services, or content. We will consider exceptions to this prohibition on a case-by-case basis.
  • Some words and phrases are reserved and cannot be used in invocation names, including ok, Google, launch, ask, tell, load, exit, quit, volume up, game, action, assistant, skill, and app.
  • Numbers must be spelled out, for example, twenty one.
  Cortana Specific Rules/Tips
  • Invocation name cannot contain the term “bot”.
  • Invocation name cannot exceed 3 words.
  • Invocation names with multiple syllables or words are easier to recognize.
  • Avoid compound words unless required for branding. Compound words can be difficult to recognize.
  • Avoid names that combine multiple words into one. An invocation name that combines multiple words into one increases the chance that Cortana will not recognize it. For example, instead of "sixSigma5," consider "six sigma 5" or "six sigma five".
Zammo FAQ 2 FAQS
How Do I Delete My Branded Channel From a Voice Platform?
Should you need to delete your branded channel from a voice platform after it has been published, please submit a ticket and a Zammo team member will assist you. To submit a ticket, click HERE.
How Do I Cancel My Subscription with Zammo?
Yes, you are able to cancel your subscription with Zammo. It is important to note that once you cancel, your voice app will go into offline mode for a short time period. When your customers attempt to engage with your brand while you are in offline mode, they will hear "I'm sorry, I can not answer that question at the moment. Please visit our website to learn more." During this time, you are able to resubscribe with Zammo and your voice content will still be available to you. Once the offline time period has passed, your voice app will be deleted. This is permanent and the action cannot be undone. All data associated with your organization will be gone. Additionally, once your voice app is deleted, your voice domain (invocation name) is no longer secured and any other organization can have it. Should you desire to cancel your subscription, please use the link below. Scroll to the bottom of the subscription settings screen and you will find the "CANCEL YOUR SUBSCRIPTION" link available. https://app.zammo.ai/app/planselection?subscription=cancel
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