聊天机器人：对话式体验产品设计

目录
前言 .................................................................................................... xiii
第 1 章
什么是机器人 ........................................................................................... 1
那么，什么是机器人 ....................................................................................2
机器人革命和进化 .......................................................................................4
接纳机器人的几个阶段 ..................................................................................7
机器人各有不同 ..........................................................................................8
小结 ........................................................................................................8
第 2 章
机器人的类型 .............................................................................................9
个人助理机器人 vs. 团队机器人 .......................................................................9
超级机器人 vs. 特定领域机器人 ......................................................................11
业务机器人 vs. 消费型机器人 .........................................................................13
语音机器人 vs. 文本机器人. ...........................................................................15
新生代机器人 vs. 与遗留系统集成的机器人 .........................................................17
小结 ........................................................................................................18
第 3 章
主要平台 ..................................................................................................19
业务机器人平台：Slack ................................................................................19
消费型机器人平台：Facebook Messenger ........................................................20
语音机器人平台：Alexa ................................................................................20
青少年机器人平台：Kik .................................................................................21
传统的机器人平台 ........................................................................................21
如何选择平台 .............................................................................................22
小结 ........................................................................................................26
第 4 章
主要用例 .....................................................................................................27
对话式交易 ..................................................................................................27
业务机器人 ..................................................................................................28
生产力和指导类机器人 ....................................................................................29
提醒 / 通知类机器人 ......................................................................................30
提供联络服务的路由机器人 ..............................................................................31
消费型服务以及 FAQ 机器人 ............................................................................32
第三方集成机器人 .........................................................................................32
游戏和娱乐类机器人 ......................................................................................33
品牌机器人 .................................................................................................34
小结 .........................................................................................................36
第 5 章
机器人的构造 ..............................................................................................37
解构机器人 .................................................................................................38
核心用途和功能 ............................................................................................41
小结 ..........................................................................................................43
第６章
品牌宣传、个性和人工干预 ...............................................................................45
品牌宣传 .....................................................................................................45
个性 ...........................................................................................................52
人工干预 .....................................................................................................59
小结 ...........................................................................................................63
第７章
人工智能 ......................................................................................................65
自然语言理解 ................................................................................................66
对话管理 ......................................................................................................67
图像识别 / 计算机视觉 .....................................................................................68
预测 ...........................................................................................................69
情感分析 .....................................................................................................70
何时使用 AI .................................................................................................71
何时不适合用 AI ...........................................................................................71
小结 ..........................................................................................................72
第 8 章
对话 ...........................................................................................................73
新手引导（onboarding） .................................................................................74
编写功能脚本 .................................................................................................81
修饰 ............................................................................................................97
引导用户提供正确的信息 ...................................................................................102
接收和确认 ...................................................................................................104
一致性 .........................................................................................................106
互惠 ............................................................................................................107
群组互动 vs. 私人互动 .....................................................................................110
错误处理 ......................................................................................................115
帮助和反馈 ...................................................................................................120
小结 ...........................................................................................................123
第 9 章
富交互 .........................................................................................................125
文件 ............................................................................................................126
音频 ............................................................................................................127
视频 ............................................................................................................127
图片 ............................................................................................................129
按钮 ............................................................................................................133
模板 ............................................................................................................145
链接 ............................................................................................................152
emoji ...........................................................