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Amir Shevat - Designing Bots: Creating Conversational Experiences

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Amir Shevat Designing Bots: Creating Conversational Experiences
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Designing Bots: Creating Conversational Experiences: summary, description and annotation

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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 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 anatomysuch as brand and personality, conversations, advanced UI controlsand 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

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Designing Bots: Creating Conversational Experiences
Amir Shevat
Beijing Boston Farnham Sebastopol Tokyo Praise for Designing Bots As the - photo 1

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Praise for Designing Bots

As the world moves to conversational interfaces, everyone working in consumer or enterprise software will benefit from reading this book. Amir Shevat has written a must-have addition to every designers bookshelf.

NIR EYAL, BESTSELLING AUTHOR OF HOOKED: HOW TO BUILD HABIT-FORMING PRODUCTS

Amir is the original Botstar, the first public persona to emerge in this new era of messaging and conversational interfaces. No one has done more than him to champion and educate the world about this nascent field and with the publication of Designing Bots hes now literally written the book on it. At Automat weve been working on conversational software for more than 15 years, even inventing the sub-category of Conversational Marketing and we still learned a ton from this bookits now required reading for anyone who joins our company!

ANDY MAURO, CEO OF AUTOMAT

With his magnetic talent for bringing the bot developer community together, in person and through this wonderful bookAmir shares his experience via countless conversations, experiments and lessons learned building bots that work (or dont work) in real teams. Thank you Amir, for the brilliant insights and your commitment to making software more personal, human and adapt to the way people work and share.

LILI CHENG, AI & RESEARCH MICROSOFT

Amir is indisputably one of the most important voices in the world of bots, informing best practices for hundreds of companies. From ethics to design, his knowledge and expertise helps to drive this new industry forward. This is a must-read for anyone who wants to build a business around bots.

VERONICA BELMONT, PRODUCT MANAGER AT GROWBOT.IO, ADMIN AT BOTWIKI.ORG

Preface

As Slacks head of developer relations, I spend my days helping people build bots: from big partners like SAP and IBM, all the way to the lone developer anywhere in the world. In this book, I hope to share with you some of the lessons I have learned.

How are bots changing the world? This happens to me every week:

  • My meeting counterpart : Your personal assistant, Amy, is so amazing! How did you find someone so responsive?

  • Me : Amy is not a humanit is software.

  • My meeting counterpart : Picture 2

This new user interface is revolutionizing the way we interact with software. Finally, software is able to meet humans on our playing field and interact with us in an intuitive waythis blows peoples minds in a way that reminds me of the first time I saw an iPhone touchscreen.

Whether you are designing a new consumer service, an enterprise product, or any other software, you should think about your conversational interface. In the future, we will build for the web, we will build for mobile apps, and we will build for conversational apps.

Designing bots is a new design proficiency, and is not a trivial matter. While bots are a great new user interface, they are not suited for every use case, and you will need to learn how to use bots effectively. There are also many considerations that need to be taken into account, from defining a core purpose to working out an effective onboarding process, outlining different flows, defining a personality, and choosing the right balance of rich control and text.

This book will take you on a journey of understanding bots and learning how to design bots. You will also read about a lot of bot designers and developers who have shared their successes, failures, and best practices. This book is practical as well as theoretical, and we will actually go through all the steps of designing two bots: a consumer bot on Facebook Messenger and a business bot on Slack.

Who Should Read This Book?

This book focuses on the design of a conversational user interface, but also covers considerations such as distribution, marketing, architecture, and monetization. If you are considering building a bot or learning how to design a conversational interface, this book is for you.

Designers

This book will be your toolkit for designing bots, a book you can go back to when tackling your own bot design. We will go into the details of the design process, and give concrete examples of designing bots for B2B and B2C use cases. We will go over everything from use case specification to actual designing of a bot, all the way to validating our design with users.

Product Managers

This book will arm you with a good understanding of which use cases are better suited for bots and how you, as a product manager, can use bots to expose and extend your products. We will provide examples of how to write the specification for a good conversational interface, and share best practices on product decisions that have led to user delight.

Entrepreneurs

This book will give you an overview of the bot ecosystem, the opportunities that it offers to you, the engagement and monetization models this interface facilitates, and the competitive advantage it has over web and mobile. This book is also full of tips from fellow entrepreneurs, sharing their experiences while building a bot business.

How Is This Book Organized?

Well start with an overview, then move on to the theory and deep dives into practical examples.

Overview

provide an overview of the bot ecosystemwe define what bots are, what types of bots there are, which platforms they work on, and what use cases they can support. If you are already familiar with bots you might want to skim over these chapters.

Theory

review the different aspects that compose this new user experience and explain how to design each aspect. We start with thinking about the use cases and marketing, and move on to conversational elements that compose these experiences. We also talk about extended attributes such as distribution, engagement methods, and monetization.

Practical Design

are a step-by-step guide to designing bots. We will exercise the lessons learned and cover advanced topics like user testing and analytics. We will demonstrate designing a consumer bot as well as a business process bot.

To Infinity and Beyond

takes a look at future trends of bot design, bot platforms, and market trends. Skip this chapter if you do not believe in predictions of the future.

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