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Voicebot and Chatbot Design
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Table of Contents
Voicebot and Chatbot Design
Why subscribe?
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Contributors
About the author
About the reviewers
Packt is Searching for Authors Like You
Preface
Who this book is for
What this book covers
To get the most out of this book
Download the color images
Conventions used
Get in touch
Reviews
1. Conversational UI is our Future
What is conversational UI?
The evolution of conversational UI
Textual interface
Graphical user interface (GUI)
Conversational UI
Voice-enabled conversational UI
The stack of conversational UI
Voice recognition technology
NLU
Dictionaries/samples
Context
State machine
Event-driven contextual approach
Business logic/dynamic data
Challenges and gaps in conversational UI
NLU is an AI-hard problem
Accuracy level
From GUI to CUI and VUI
Chatbots
Voicebots
Non-implicit contextual conversation
Security and privacy
Summary
References
2. How Not to Build Your Next Chat and Voicebots
Why are we building a conversational UI?
Chats and chatbots
Voicebots, IVAs, and voice-enabled interaction
What your bot shouldn't be
Define your use cases – not too little and not too much
Don't just build and forget
Summary
References
3. Building a Killer Conversational App
Find the direct path to initial success
Think like a search engine, not a command line
Give your bot a "personality," but don't pretend it's a human
Chatbot examples
Voicebot examples
Build an omni-channel solution – find your tool
Stay up-to-date with the trends
Summary
References and additional reading
4. Designing for Amazon Alexa and Google Home
Amazon Echo? Alexa? Google Home? Actions? What does it all mean?!
Amazon Echo
Echo Dot
Echo Show
Who or what is Alexa?
Google Home
Google Home Mini
Google Home Max
Just a few words on Apple's HomePod
Developing skills and actions
Voice recognition
Utterances
Natural language understanding (NLU)
Intent
Fulfilment
Response
Slots/entities
Developing skills on Amazon Alexa
Developing actions for Google Home
Summary
References
5. Designing a Facebook Messenger Chatbot
The FB Messenger stack
Building a FB Messenger bot using Wit.ai
Tutorial
Challenges and consequences of the FB Messenger bot
Other tools to develop FB Messenger bots
Summary
References
6. Contextual Design – Can We Make a Bot Feel More Human?
Contextual conversations or contextual design?
Building contextual conversations: humans versus bots
How can a bot be better than a web search or human interaction?
Conversational structure
The bot as an intelligent assistant
The case of robo-advisors and how they impact the bot industry
Text and toning
Emotional intelligence versus AI-based emotional intelligence
Positive responses
False-positive responses
Negative responses
Trolling
Summary
References:
7. Building Personalities – Your Bot Can Be a Better Human
Personification of computers
Building personas
Who can build it?
What's your bot's job description?
Who are your bot's clients?
Building your bot's personality
Gender
Look and feel
Voice and style
Small talk = big success
Building multiple personas
Methodologies for building your bot's personas
Summary
References
8. A View into Vertical-Specific Bots – Financial Institutions
Can a banking bot become a travel bot?
Financial institutions – use cases, implementation, and examples
Why?
Where?
What?
Financial institution chatbots
Bank of America
Wells Fargo
UI and UX best practices
Wells Fargo
Capital One
Financial institution voice-enabled conversational bots
Capital One
GEICO
Summary
References
9. Travel and E-Commerce Bots – Use Cases and Implementation
Travel and E-Commerce challenges
Can you compete with something that is already successful?
How do chatbots and voicebots manage data presentation?
Defining a new data discovery model
Use cases and recommendations
Travel
KAYAK
What went well and what didn't?
KAYAK on Alexa
Hotel search
Flight search
E-Commerce
eBay
What went well and what didn't?
Summary
References
10. Conversational Design Project – A Step-By-Step Guide
Defining the stakeholders
Defining the goals
Who does our bot address?
Where and how – choosing devices
Our conversational application's persona
Functionality and use cases
Development and testing
Deployment, maintenance, and analytics
Summary
11. Summary
Conversational interfaces – how did it all start and where do we stand today?
Why do we even need conversational solutions? What do they bring to the table?
How to build great conversational applications
Development: technical and non-technical expertise
Vertical-specific or a mega bot?
Summary
Other Book You May Enjoy
Leave a review - let other readers know what you think
Index
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Voicebot and Chatbot Design
Copyright © 2018 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Acquisition Editors: Frank Pohlmann, Suresh Jain
Project Editor: Kishor Rit
Technical Editor: Saby D'silva
Proofreader: Safis Editing
Indexer: Mariammal Chettiyar
Graphics: Tom Scaria, Sandip Tadge
Production Coordinator: Sandip Tadge
First published: September 2018
Production reference: 1280918
Published by Packt Publishing Ltd.
Livery Place
35 Livery Street
Birmingham B3 2PB, UK.
ISBN 978-1-78913-962-4
www.packtpub.com
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