Designing Bots

Creating Conversational Experiences

Amir Shevat (Autor)

Buch | Softcover

348 Seiten

2017
O'Reilly Media (Verlag)
978-1-4919-7482-7 (ISBN)

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From Facebook Messenger to Kik, and from Slack bots to Google Assistant, Amazon Alexa, and email bots, the new conversational apps are revolutionizing the way we interact with software.

This practical guide shows you how to design and build great conversational experiences and delightful bots that help people be more productive, whether it’s for a new consumer service or an enterprise efficiency product.

Ideal for designers, product managers, and entrepreneurs, this book explores what works and what doesn’t in real-world bot examples, and provides practical design patterns for your bot-building toolbox.

You’ll learn how to use an effective onboarding process, outline different flows, define a bot personality, and choose the right balance of rich control and text.

Explore different bot use-cases and design best practices
Understand bot anatomy—such as brand and personality, conversations, advanced UI controls—and their associated design patterns
Learn steps for building a Facebook Messenger consumer bot and a Slack business bot
Explore the lessons learned and shared experiences of designers and entrepreneurs who have built bots
Design and prototype your first bot, and experiment with user feedback

Amir Shevat is the head of developer relations in Slack, working with bot developers and designers. Previously Amir managed Google Startup outreach program, helping developers around the world design and build better products. Amir has also created a product design course in Udacity, teaching product managers, designers & developers how to build products users love. Amir is the co-lead of the botness community where bot platform leads and bot developers share best practices.

Chapter 1What Are Bots?
So, What Are Bots?
The Bot Revolution and Evolution
Stages of Bot Adoption
Not All Bots Are Born the Same
Closing Thoughts
Chapter 2Bot Types
Personal Versus Team Bots
Super Bots Versus Domain-Specific Bots
Business Bots Versus Consumer Bots
Voice Versus Text Bots
Net New Bots Versus Integrations Exposing Legacy Systems
Closing Thoughts
Chapter 3Major Platforms
The Business Bot Platform: Slack
The Consumer Bot Platform: Facebook Messenger
The Voice Bot Platform: Alexa
The Teens’ Bot Platform: Kik
The Legacy Bot Platforms
How to Choose a Platform
Closing Thoughts
Chapter 4Major Use Cases
Conversational Commerce
Bots for Business
Productivity and Coaching
Alert/Notification Bots
Bots as Routers Between Humans
Customer Service and FAQ Bots
Third-Party Integration Bots
Games and Entertainment Bots
Brand Bots
Closing Thoughts
Chapter 5Bot Anatomy
Breaking Down Bots
Core Purpose and Functionality
Closing Thoughts
Chapter 6Branding, Personality, and Human Involvement
Branding
Personality
Human Intervention
Closing Thoughts
Chapter 7Artificial Intelligence
Natural Language Understanding
Conversation Management
Image Recognition/Computer Vision
Prediction
Sentiment Analysis
When to Use Artificial Intelligence
Not Using Artificial Intelligence
Closing Thoughts
Chapter 8The Conversation
Onboarding
Functionality Scripting
Decoration
Priming the User to Give the Right Information
Acknowledgment and Confirmation
Consistency
Reciprocity
Team Versus Private Interactions
Error Handling
Help and Feedback
Closing Thoughts
Chapter 9Rich Interactions
Files
Audio
Videos
Images
Buttons
Templates
Links
Emojis
Typing Events
Persistent Menus
Slash Commands
Webviews
Connecting It All Together
Closing Thoughts
Chapter 10Context and Memory
Bot Amnesia
Context
Memory
Closing Thoughts
Chapter 11Bot Discovery and Installation
Bot Directories
App Review Process
Direct Installation Links
QR Codes
@Mentions
Bot Referrals
Closing Thoughts
Chapter 12Engagement Methods
First Impression
Ongoing Engagement Points
Closing Thoughts
Chapter 13Monetization
Subscription
Ad Serving
Data—Analytics and Market Research
Selling Goods and Services
Referral Fees
Brand Promotion
When Should You Start Charging Users?
Closing Thoughts
Chapter 14Design Process Overview
The Steps
The Tools
Chapter 15Use Case Definition and Exploration
Basic Analysis
Solution Exploration
Chapter 16Conversation Scripting
Outline of Flows
Intent Mapping
Entity Mapping
Scripting Sample Bot Outputs
Chapter 17Designing and Testing
Designing VacationBot for Facebook Messenger with Botsociety
Designing PTOBot for Slack with Walkie
User Testing
Chapter 18Bot Building Overview
Bot Architecture
Bot Building Technologies
Picking the Right Tool
Chapter 19Analytics and Continuous Improvement
How Do Bot Analytics Work?
Looking at Logs
Insights from Analytics Solutions
Continuous Improvement
Chapter 20To Infinity and Beyond—The Future of Bots
Future Trends in Bot Platforms
Future Trends in Bots
Will Bots and AI Eat the World?
Bots in Every Part of Our Lives
Appendix About the Author

Erscheinungsdatum	25.05.2017
Verlagsort	Sebastopol
Sprache	englisch
Maße	150 x 250 mm
Gewicht	666 g
Einbandart	kartoniert
Themenwelt	Mathematik / Informatik ► Informatik ► Netzwerke
	Informatik ► Theorie / Studium ► Künstliche Intelligenz / Robotik
	Informatik ► Web / Internet ► Web Design / Usability
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	Alexa • Bots • business • Chatbots • consumer • Facebook • kik • Messenger • Slack
ISBN-10	1-4919-7482-6 / 1491974826
ISBN-13	978-1-4919-7482-7 / 9781491974827
Zustand	Neuware