Designing Bots. Creating Conversational Żory

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 its for a new consumer service or an enterprise efficiency product. Ideal for designers, product managers, and entrepreneurs, this book explores what works and what doesnt in real-world bot examples, and provides practical design patterns for your bot-building toolbox. Youll 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 Spis treści: 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 OReilly 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 Bots 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 DataAnalytics 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 StartPrototyping 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 BeyondThe 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 Peoples Jobs? Bots in Every Part of Our Lives A. About the Author About the Author Colophon Index Copyright O autorze: Amir Shevat na co dzień zarządza współpracą pomiędzy programistami i projektantami botów. Wcześniej zarządzał programem wspierania młodych firm przez korporację Google — pomagał programistom z całego świata w projektowaniu i tworzeniu lepszych produktów. Shevat jest również autorem popularnego kursu projektowania produktów, dzięki któremu menedżerowie, projektanci i programiści uczą się tworzenia oprogramowania najwyżej ocenianego przez użytkowników.