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 ..........................................................................................................154
“输入中”事件 ........................................................................................157
固定菜单 ...................................................................................................157
斜杠命令 ....................................................................................................158
网页视图 ...................................................................................................161
综合使用富控件 .......................................................................................161
小结 ...........................................................................................................163
第 10 章
上下文和记忆 ............................................................................................165
机器人健忘症（bot amnesia） .............................................................165
上下文 ........................................................................................................167
记忆 ...........................................................................................................174
小结 ............................................................................................................176
第 11 章
机器人的发现与安装 ................................................................................177
机器人目录 ................................................................................................177
应用审核流程 ...........................................................................................180
直接安装链接 ............................................................................................180
二维码 .......................................................................................................182
“ @”符号...................................................................................................182
机器人推荐 ................................................................................................183
小结 ...........................................................................................................184
第 12 章
促进用户参与互动的方法 ........................................................................185
第一印象 ....................................................................................................186
持续的互动点 ...........................................................................................191
小结 ...........................................................................................................193
第 13 章
机器人的盈利模式 ....................................................................................195
订阅 ............................................................................................................196
广告服务 ....................................................................................................198
数据——分析和市场调研 ........................................................................199
售卖商品和服务 ........................................................................................200
推荐费 .......................................................................................................201
品牌推广 ...................................................................................................202
开始向用户收费的时机 ...........................................................................204
小结 ............................................................................................................204
第 14 章
机器人设计过程综述 ...............................................................................205
步骤 ...........................................................................................................205
工具 ..........................................................................................................206
第 15 章
用例定义和探究 .....................................................................................207
基本分析 ...................................................................................................209
探索解决方案 ...........................................................................................212
第 16 章
编写对话脚本 ..........................................................................................217
流程概览 ..................................................................................................218
意图映射 ..................................................................................................224
实体映射 .................................................................................................224
为机器人的输出编写脚本 ......................................................................225
第 17 章
设计和测试 ............................................................................................................241
使用 Botsociety 为 Facebook Messenger 设计度假机器人 .......................242
使用 Walkie 设计 Slack 平台上的 PTO 机器人 ............................................250
用户测试 ....................................................................................................260
第 18 章
构建机器人 .............................................................................................267
机器人的架构 ...........................................................................................267
机器人构建技术 .......................................................................................268
选择正确的工具 .......................................................................................274