The Chatbot Adoption Playbook

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So you've decided you need a chatbot, or maybe you just want to know what all the hype is about? How do you know that a chatbot is the right fit for your use case? Do you know what's involved in creating a bot? Which of the myriad technology options do you go for? How do you know which vendors to approach or can you do it yourself? Are you going for traditional text or would a voice or visual element be appropriate? What does a good chatbot even look like?

I've seen too many people get sucked in by the allure of chatbots. They promise to deliver personalised experiences directly in the channels that your customers are already using. There are many online tools and companies available to help build your bot at a price point that suits your needs. It all sounds too easy. And it is. There are too many chatbots delivering frustrating experiences to customers either because the use case is wrong or the execution didn't hit the mark. It doesn't need to be that way and this book will give you the knowledge to make the right decisions about your chatbot strategy.

What will the book cover?

• Understand the basic capabilities and limitations of chatbot technology
• Do you even need a chatbot? Examine the use cases where bots work and where they don't
• The importance of trust in high-stakes use cases
• Multi modal experiences. When text, voice and visuals are appropriate
• Understanding your target audience
• Designing the bot experience
• The importance of conversation design and how to do it well
• Launching a bot and the importance of gathering training data
• Measuring success
• Maintaining your bots
• Iterating and evolving your bot experience

Who should read this book?

Anyone interested in making effective decisions on the adoption of chatbots or looking to build a truly engaging chatbot experience. The book is primarily aimed at a non-technical audience.