Designing Bots by Shevat, Amir -- Read -- Imperial Library of Trantor

Index

Designing Bots: Creating Conversational Experiences Praise for Designing Bots Preface

Who Should Read This Book?

Designers Product Managers Entrepreneurs

How Is This Book Organized?

Overview Theory Practical Design To Infinity and Beyond

O’Reilly Safari Comments and Questions Acknowledgments

1. What Are Bots?

So, What Are Bots? The Bot Revolution and Evolution Stages of Bot Adoption Not All Bots Are Born the Same Closing Thoughts

2. Bot 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

3. Major 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

Email SMS

How to Choose a Platform

Exploration Stage Audience Consumer bot or business bot Feature availability Preferred devices Evaluation Stage Validation Stage

Closing Thoughts

4. Major 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

5. Bot Anatomy

Breaking Down Bots Core Purpose and Functionality Closing Thoughts

6. Branding, Personality, and Human Involvement

Branding

Visual Branding Logo Stickers Images Naming

Personality

WordsBot Poncho Expressing Your Personality

Human Intervention

Humans Resolving Ambiguity and Providing Response Supervision Humans Enabling Error/Failure Escalation Humans Training Bots Online Humans Improving the Bot Conversation Bots as Facilitators for Human Tasks

Closing Thoughts

7. Artificial Intelligence

Natural Language Understanding Conversation Management Image Recognition/Computer Vision Prediction Sentiment Analysis When to Use Artificial Intelligence Not Using Artificial Intelligence Closing Thoughts

8. The Conversation

Onboarding

Declaring the Purpose Teaching the User How to Use the Bot Configuration Inciting Users to Get Value from the Bot Setting the Tone and Personality Onboarding in a Team Environment

Functionality Scripting

Task-Led Conversation Divergent flows and course correction Entity extraction Intent mapping and conversational controls Shorthanding Stories/flows The conversation funnel Topic-Led Discussion Divergence as a way to course correct Entity extraction Intent mapping and conversational controls Stories/flows Task-led pathways in topical conversations

Decoration

Randomization

Priming the User to Give the Right Information Acknowledgment and Confirmation

Responsiveness Explicit Versus Implicit Confirmation Avoid repetition Accept user confirmation permutations

Consistency Reciprocity

Communicate Value Before Asking for Input Initiate and Revive Engagement with Questions and Offers Proactivity Common Courtesy

Team Versus Private Interactions

Choosing the Right Interaction Mode Using @Mentions Training and Onboarding Knowing When to Shut Up in a Team Conversation

Error Handling

Course Correction Human Intervention Restarting the Conversation Redirecting to Another Bot Keeping It Consistent Learning from Your Bot’s Mistakes

Help and Feedback

Providing Help Soliciting Feedback

Closing Thoughts

9. Rich Interactions

Files

When to Use Files in a Conversation

Audio Videos

When to Use Videos in a Conversation

Images

When to Use Images in a Conversation

Buttons

Buttons in Slack Buttons in Facebook Messenger Canned Responses in Facebook Messenger and Kik Putting It All Together When to Use Buttons in a Conversation When NOT to Use Buttons for Navigation

Templates

When to Use Templates in a Conversation

Links

When to Use Links in a Conversation

Emojis

When to Use Emojis in a Conversation

Typing Events Persistent Menus Slash Commands Webviews Connecting It All Together Closing Thoughts

10. Context and Memory

Bot Amnesia Context

Inferring Context from Pronouns Deriving Context Through Rich Controls Context Errors and Ambiguity

Memory Closing Thoughts

11. Bot Discovery and Installation

Bot Directories App Review Process Direct Installation Links QR Codes @Mentions Bot Referrals Closing Thoughts

12. Engagement Methods

First Impression Ongoing Engagement Points

Notifications Promoting Engagement by Just Being Useful

Closing Thoughts

13. Monetization

Subscription Ad Serving Data—Analytics and Market Research Selling Goods and Services Referral Fees Brand Promotion

Extending a Paid-for Product In-Bot Virtual Goods

When Should You Start Charging Users? Closing Thoughts

14. Design Process Overview

The Steps The Tools

15. Use Case Definition and Exploration

Basic Analysis

Setting a Purpose Picking a Bot Platform Defining a Persona Choosing a Logo and Visuals Naming Conventions

Solution Exploration

16. Conversation Scripting

Outline of Flows

Onboarding PTOBot VacationBot Main Flow PTOBot VacationBot Help PTOBot VacationBot Feedback Error Handling

Intent Mapping Entity Mapping Scripting Sample Bot Outputs

Onboarding PTOBot VacationBot Main Flow PTOBot VacationBot Help PTOBot VacationBot Feedback Error Handling

17. Designing and Testing

Designing VacationBot for Facebook Messenger with Botsociety Designing PTOBot for Slack with Walkie User Testing

Before You Start—Prototyping a Mockup Bot Planning the Test Creating Tasks and Discussion Guides Recruiting Participants Setting Up the Environment Moderating the Sessions Analyzing the Data Improving and Iterating

18. Bot Building Overview

Bot Architecture Bot Building Technologies

Visual Authoring Tools and Integrated Development Environments (IDEs) Artificial Intelligence (AI) Services Software Development Kits and Bot Frameworks Roll Your Own Hosting Solutions

Picking the Right Tool

19. Analytics and Continuous Improvement

How Do Bot Analytics Work? Looking at Logs Insights from Analytics Solutions

Third-Party Hosted Solutions Self-Hosted Analytics Solutions/SDKs Be Careful Not to Worry About the Wrong Thing

Continuous Improvement

20. To Infinity and Beyond—The Future of Bots

Future Trends in Bot Platforms

More Interactivity Better Ways to Present Information Discovery Monetization Super Bot Platforms Opening Up

Future Trends in Bots

From Notification to Interactivity Multiplatform Bots Identity Consolidation Agile Conversation Based on User Segmentation and Sentiment Domain-Specific Bots Versus Super Bots

Will Bots and AI Eat the World?

Will Bots Replace Apps? Will Bots Take People’s Jobs?

Bots in Every Part of Our Lives

A. About the Author About the Author Colophon Index Copyright

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