Designing bots: creating conversational experiences
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Beijing ; Boston ; Farnham ; Sebastopol ; Tokyo
O'Reilly
May 2017
|
| Ausgabe: | First edition |
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000002&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000005&line_number=0003&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000006&line_number=0004&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | xv, 328 Seiten Illustrationen, Diagramme, Portraits (farbig) |
| ISBN: | 9781491974827 |
Internformat
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| 250 | |a First edition | ||
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Datensatz im Suchindex
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|---|---|
| adam_text | [ contents ]
Preface...........................................xi
Chapter i What Are Bots?.......................................1
So, What Are Bots?.................................2
The Bot Revolution and Evolution...................4
Stages of Bot Adoption.............................7
Not All Bots Are Born the Same ....................8
Closing Thoughts...................................8
Chapter 2 Bot Types............................................9
Personal Versus Team Bots..........................9
Super Bots Versus Domain-Specific Bots............10
Business Bots Versus Consumer Bots................12
Voice Versus Text Bots............................15
Net New Bots Versus Integrations Exposing
Legacy Systems ...................................17
Closing Thoughts..................................18
Chapter j Major Platforms.....................................19
The Business Bot Platform: Slack..................19
The Consumer Bot Platform: Facebook Messenger .. .20
The Voice Bot Platform: Alexa.....................21
The Teens’ Bot Platform: Kik......................21
The Legacy Bot Platforms..........................22
How to Choose a Platform..........................23
Closing Thoughts.................................27
Chapter 4 Major Use Cases...................................29
Conversational Commerce..........................29
Bots for Business................................30
Productivity and Coaching........................32
Alert/Notification Bots..........................33
Bots as Routers Between Humans...................33
Customer Service and FAQ Bots....................34
Third-Party Integration Bots.....................35
Games and Entertainment Bots.....................36
Brand Bots.......................................37
Closing Thoughts.................................38
Chapter 5 Bot Anatomy........................................39
Breaking Down Bots...............................40
Core Purpose and Functionality...................44
Closing Thoughts.................................46
Chapter 6 Branding, Personality, and Human Involvement.......47
Branding.........................................47
Personality......................................54
Human Intervention...............................63
Closing Thoughts.................................67
Chapter 7 Artificial Intelligence............................69
Natural Language Understanding...................70
Conversation Management .........................71
Image Recognition/Computer Vision................72
Prediction.......................................74
Sentiment Analysis...............................75
When to Use Artificial Intelligence..............76
Not Using Artificial Intelligence................76
Closing Thoughts.................................77
vi I CONTENTS
Chapter 8 The Conversation.................................79
Onboarding......................................80
Functionality Scripting.........................89
Decoration ....................................105
Priming the User to Give the Right Information.Ill
Acknowledgment and Confirmation................113
Consistency....................................116
Reciprocity....................................117
Team Versus Private Interactions...............121
Error Handling ................................126
Help and Feedback..............................132
Closing Thoughts...............................134
Chapter 9 Rich Interactions...............................137
Files..........................................138
Audio..........................................139
Videos.........................................139
Images.........................................141
Buttons........................................145
Templates......................................158
Links..........................................165
Emojis.........................................169
Typing Events..................................171
Persistent Menus...............................171
Slash Commands.................................173
Webviews.......................................175
Connecting It All Together ....................176
Closing Thoughts...............................177
Chapter 10 Context and Memory..............................179
Bot Amnesia....................................179
Context........................................181
Memory.........................................188
Closing Thoughts...............................190
CONTENTS I vii
Chapter 11 Bot Discovery and Installation...................191
Bot Directories................................191
App Review Process.............................194
Direct Installation Links......................195
QR Codes.......................................196
©Mentions.................................... 197
Bot Referrals..................................198
Closing Thoughts...............................198
Chapter 12 Engagement Methods...............................199
First Impression...............................200
Ongoing Engagement Points .....................206
Closing Thoughts...............................208
Chapter 13 Monetization.....................................209
Subscription ..................................210
Ad Serving................................... 212
Data—Analytics and Market Research.............213
Selling Goods and Services.....................214
Referral Fees..................................215
Brand Promotion................................216
When Should You Start Charging Users?..........219
Closing Thoughts...............................219
Chapter 14 Design Process Overview..........................221
The Steps......................................221
The Tools......................................222
Chapter 13 Use Case Definition and Exploration..............223
Basic Analysis.................................225
Solution Exploration...........................229
Chapter 16 Conversation Scripting...........................233
Outline of Flows ..............................233
Intent Mapping .............................. 240
Entity Mapping.................................241
viii j CONTENTS
Scripting Sample Bot Outputs...................241
Chapter 17 Designing and Testing...........................257
Designing VacationBot for Facebook Messenger
with Botsociety.................................257
Designing PTOBot for Slack with Walkie..........266
User Testing ...................................277
Chapter 18 Bot Building Overview...........................285
Bot Architecture................................285
Bot Building Technologies.......................286
Picking the Right Tool..........................293
Chapter lg Analytics and Continuous Improvement............295
How Do Bot Analytics Work?......................295
Looking at Logs.................................297
Insights from Analytics Solutions...............298
Continuous Improvement..........................303
Chapter 20 To Infinity and Beyond—The Future of Bots.......307
Future Trends in Bot Platforms..................307
Future Trends in Bots...........................310
Will Bots and AI Eat the World?.................314
Bots in Every Part of Our Lives.................315
Index...........................................317
CONTENTS ix
Designing Bots
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 entrepre-
neurs, 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
Ul 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 has written
a must-have addition
to every designer’s
bookshelf.”
-NirEyal
bestselling author of Hooked: How to
Build Habit ■Forming Products
“Amir is the original
“Botstar.” No one has
done more than him to
champion and educate
the world about this
nascent field and with
the publication of
Designing Bots he’s
now literally written the
book on it.”
-AndyMauro
CEO of Automat
Amir Shevat, head of developer
relations in Slack, works with
bot developers and designers.
Previously, he managed Google s
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, and
developers how to build products
users love.
[ contents ]
Preface...........................................xi
Chapter i What Are Bots?.......................................1
So, What Are Bots?.................................2
The Bot Revolution and Evolution...................4
Stages of Bot Adoption.............................7
Not All Bots Are Born the Same ....................8
Closing Thoughts...................................8
Chapter 2 Bot Types............................................9
Personal Versus Team Bots..........................9
Super Bots Versus Domain-Specific Bots............10
Business Bots Versus Consumer Bots................12
Voice Versus Text Bots............................15
Net New Bots Versus Integrations Exposing
Legacy Systems ...................................17
Closing Thoughts..................................18
Chapter j Major Platforms.....................................19
The Business Bot Platform: Slack..................19
The Consumer Bot Platform: Facebook Messenger .. .20
The Voice Bot Platform: Alexa.....................21
The Teens’ Bot Platform: Kik......................21
The Legacy Bot Platforms..........................22
How to Choose a Platform..........................23
Closing Thoughts.................................27
Chapter 4 Major Use Cases...................................29
Conversational Commerce..........................29
Bots for Business................................30
Productivity and Coaching........................32
Alert/Notification Bots..........................33
Bots as Routers Between Humans...................33
Customer Service and FAQ Bots....................34
Third-Party Integration Bots.....................35
Games and Entertainment Bots.....................36
Brand Bots.......................................37
Closing Thoughts.................................38
Chapter 5 Bot Anatomy........................................39
Breaking Down Bots...............................40
Core Purpose and Functionality...................44
Closing Thoughts.................................46
Chapter 6 Branding, Personality, and Human Involvement.......47
Branding.........................................47
Personality......................................54
Human Intervention...............................63
Closing Thoughts.................................67
Chapter 7 Artificial Intelligence............................69
Natural Language Understanding...................70
Conversation Management .........................71
Image Recognition/Computer Vision................72
Prediction.......................................74
Sentiment Analysis...............................75
When to Use Artificial Intelligence..............76
Not Using Artificial Intelligence................76
Closing Thoughts.................................77
vi I CONTENTS
Chapter 8 The Conversation.................................79
Onboarding......................................80
Functionality Scripting.........................89
Decoration ....................................105
Priming the User to Give the Right Information.Ill
Acknowledgment and Confirmation................113
Consistency....................................116
Reciprocity....................................117
Team Versus Private Interactions...............121
Error Handling ................................126
Help and Feedback..............................132
Closing Thoughts...............................134
Chapter 9 Rich Interactions...............................137
Files..........................................138
Audio..........................................139
Videos.........................................139
Images.........................................141
Buttons........................................145
Templates......................................158
Links..........................................165
Emojis.........................................169
Typing Events..................................171
Persistent Menus...............................171
Slash Commands.................................173
Webviews.......................................175
Connecting It All Together ....................176
Closing Thoughts...............................177
Chapter 10 Context and Memory..............................179
Bot Amnesia....................................179
Context........................................181
Memory.........................................188
Closing Thoughts...............................190
CONTENTS I vii
Chapter 11 Bot Discovery and Installation...................191
Bot Directories................................191
App Review Process.............................194
Direct Installation Links......................195
QR Codes.......................................196
©Mentions.................................... 197
Bot Referrals..................................198
Closing Thoughts...............................198
Chapter 12 Engagement Methods...............................199
First Impression...............................200
Ongoing Engagement Points .....................206
Closing Thoughts...............................208
Chapter 13 Monetization.....................................209
Subscription ..................................210
Ad Serving................................... 212
Data—Analytics and Market Research.............213
Selling Goods and Services.....................214
Referral Fees..................................215
Brand Promotion................................216
When Should You Start Charging Users?..........219
Closing Thoughts...............................219
Chapter 14 Design Process Overview..........................221
The Steps......................................221
The Tools......................................222
Chapter 13 Use Case Definition and Exploration..............223
Basic Analysis.................................225
Solution Exploration...........................229
Chapter 16 Conversation Scripting...........................233
Outline of Flows ..............................233
Intent Mapping .............................. 240
Entity Mapping.................................241
viii j CONTENTS
Scripting Sample Bot Outputs....................241
Chapter 17 Designing and Testing...........................257
Designing VacationBot for Facebook Messenger
with Botsociety.................................257
Designing PTOBot for Slack with Walkie..........266
User Testing ...................................277
Chapter 18 Bot Building Overview...........................285
Bot Architecture................................285
Bot Building Technologies.......................286
Picking the Right Tool..........................293
Chapter lg Analytics and Continuous Improvement............295
How Do Bot Analytics Work?......................295
Looking at Logs.................................297
Insights from Analytics Solutions...............298
Continuous Improvement..........................303
Chapter 20 To Infinity and Beyond—The Future of Bots.......307
Future Trends in Bot Platforms..................307
Future Trends in Bots...........................310
Will Bots and AI Eat the World?.................314
Bots in Every Part of Our Lives.................315
Index...........................................317
CONTENTS ix
Designing Bots
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 entrepre-
neurs, 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
Ul 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 has written
a must-have addition
to every designer’s
bookshelf.”
-NirEyal
bestselling author of Hooked: How to
Build Habit ■Forming Products
“Amir is the original
“Botstar.” No one has
done more than him to
champion and educate
the world about this
nascent field and with
the publication of
Designing Bots he’s
now literally written the
book on it.”
-AndyMauro
CEO of Automat
Amir Shevat, head of developer
relations in Slack, works with
bot developers and designers.
Previously, he managed Google s
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, and
developers how to build products
users love.
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| author | Shevat, Amir |
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| author_role | aut |
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| building | Verbundindex |
| bvnumber | BV044339609 |
| classification_rvk | ST 230 ST 278 ST 252 |
| ctrlnum | (OCoLC)993025887 (DE-599)BVBBV044339609 |
| discipline | Informatik |
| edition | First edition |
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| id | DE-604.BV044339609 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T18:00:19Z |
| institution | BVB |
| isbn | 9781491974827 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-029742674 |
| oclc_num | 993025887 |
| open_access_boolean | |
| owner | DE-706 DE-20 DE-11 DE-355 DE-BY-UBR DE-92 DE-573 DE-19 DE-BY-UBM DE-1102 |
| owner_facet | DE-706 DE-20 DE-11 DE-355 DE-BY-UBR DE-92 DE-573 DE-19 DE-BY-UBM DE-1102 |
| physical | xv, 328 Seiten Illustrationen, Diagramme, Portraits (farbig) |
| publishDate | 2017 |
| publishDateSearch | 2017 |
| publishDateSort | 2017 |
| publisher | O'Reilly |
| record_format | marc |
| spellingShingle | Shevat, Amir Designing bots creating conversational experiences Softwareentwicklung (DE-588)4116522-6 gnd Mensch-Maschine-Kommunikation (DE-588)4125909-9 gnd Programm (DE-588)4047394-6 gnd Künstliche Intelligenz (DE-588)4033447-8 gnd |
| subject_GND | (DE-588)4116522-6 (DE-588)4125909-9 (DE-588)4047394-6 (DE-588)4033447-8 |
| title | Designing bots creating conversational experiences |
| title_auth | Designing bots creating conversational experiences |
| title_exact_search | Designing bots creating conversational experiences |
| title_full | Designing bots creating conversational experiences Amir Shevat |
| title_fullStr | Designing bots creating conversational experiences Amir Shevat |
| title_full_unstemmed | Designing bots creating conversational experiences Amir Shevat |
| title_short | Designing bots |
| title_sort | designing bots creating conversational experiences |
| title_sub | creating conversational experiences |
| topic | Softwareentwicklung (DE-588)4116522-6 gnd Mensch-Maschine-Kommunikation (DE-588)4125909-9 gnd Programm (DE-588)4047394-6 gnd Künstliche Intelligenz (DE-588)4033447-8 gnd |
| topic_facet | Softwareentwicklung Mensch-Maschine-Kommunikation Programm Künstliche Intelligenz |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000002&line_number=0002&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000005&line_number=0003&func_code=DB_RECORDS&service_type=MEDIA http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=029742674&sequence=000006&line_number=0004&func_code=DB_RECORDS&service_type=MEDIA |
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