
AI ChatBots For Dummies
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Content
- Intro
- Title Page
- Copyright Page
- Table of Contents
- Introduction
- About This Book
- Foolish Assumptions
- Icons Used in This Book
- Beyond the Book
- Where to Go from Here
- Part 1 Getting to Know Chatbots and AI
- Chapter 1 Understanding the Chatbot Revolution
- Knowing the Difference between Chatbots and AI Chatbots
- Running regular ol' chatbots
- Accessing AI chatbots: The next generation
- Using Chatbots in Your Small Business
- Considering customer service and support
- Looking at lead generation and sales
- Booking appointments and tackling other administrative tasks
- Building the Business Case
- Highlighting the value you get
- Customers
- Efficiency
- Management
- Crunching the numbers
- Tracking ROI metrics
- Getting started
- Chapter 2 Breaking Down the Tech Without the Geek-Speak
- Exploring the Key Concepts
- Natural language processing (NLP)
- Machine learning
- Training your AI
- Facing the issues
- Conversational flow
- Integrations
- Discovering How AI Enhances Chatbots (and When It's Overkill)
- Connection
- Complexity
- Cost
- Capacity
- Customers
- Changes
- Understanding the User Journey
- Designing
- Hitting every touchpoint
- Knowing your customers
- Using analytics
- Always asking for feedback
- Being consistent
- Building your brand
- Chapter 3 Exploring What Chatbots Can Actually Do
- Racking Up Real-World Ways Businesses Are Using Chatbots
- Super-charging customer service
- Leveling up lead generation
- Queuing up quizzes
- Delivering content
- Reviewing the Types of Bots
- Rocking a rule-based chatbot
- Advancing to the AI-powered chatbot
- Checking out voice chatbots
- Surveying short message service (SMS) chatbots
- Dabbling in direct messaging (DM) chatbots
- Holding out for hybrid chatbots
- Knowing What Makes a "Good" Chatbot
- Considering clarity
- Revving up value
- Maximizing user experience (UX)
- Understanding chatbots' limitations
- Part 2 Choosing and Using the Right Chatbot Tools
- Chapter 4 Comparing Chatbot Platforms
- Introducing the Platforms You Should Know
- Manychat
- Chatfuel
- Chatrace
- Voiceflow
- Botpress
- ChatBot
- Sizing Up Each Platform's Strengths and Weaknesses
- Manychat
- Chatfuel
- Chatrace
- Voiceflow
- Botpress
- ChatBot
- Understanding Which Platform Is Right for You
- Marketing agencies
- Coaches
- E-commerce
- Customer support
- Considering Your Options Before Choosing a Platform
- Business needs
- Customer interaction
- Compliance and security
- Operations
- Risk to your business
- Technical expertise
- Onboarding questions
- Infrastructure and maintenance
- Your budget
- Desired features and integrations
- Core features
- Integration
- Scalability and flexibility
- Pricing questions
- Capacity questions
- Customizability questions
- Analytics and reporting
- Vendor and community support
- Chapter 5 Planning Your First Chatbot
- Identifying Your Business Goals
- Asking yourself the right questions
- Avoiding trying to do everything in one flow
- Using smart goals to stay focused
- Mapping Out Your Ideal User Journey
- Choosing a mapping process that works for you
- Steering clear of common mistakes
- Selecting Common Flows and Frameworks That Work
- Getting into a flow
- Picturing a framework
- Starting with beginner-friendly flow options
- Walking through a welcome flow
- Flowing toward your chatbot's top-priority goal
- Considering how multiple flows work with different chatbots
- Getting Your Team and Tools in Place
- Deciding who should be involved in the build
- Choosing the right platform
- Getting organized before you build
- Chapter 6 Building a Bot from Scratch (Without Needing to Code)
- Walking through a Sample Chatbot Build
- Step 1: Plan before you build
- Step 2: Know your tone
- Step 3: Write your welcome message
- Step 4: Offer simple options
- Step 5: Test like a real person
- Reviewing the Three Building Types
- Reviewing rule-based chatbots
- Addressing AI-powered chatbots
- Hearing about hybrid chatbots
- Introducing Visual Builders
- Building Your Chatbot Without Code
- Manychat
- Chatfuel
- Fuely AI (easy mode)
- Flows (manual mode)
- Chatrace
- Visual Builder (full flow map)
- AI Builder and AI triggers
- Writing AI
- Step 1: Defining the purpose
- Step 2: Adding your business profile
- Step 3: Identifying your audience and language preferences
- Step 4: Providing examples and constraints
- Constraints
- Examples
- Getting and Connecting Your OpenAI API Key
- Considering why you'd want your own API key
- Obtaining your OpenAI API key
- Reviewing key options
- Adding your API key to your chatbot platform
- Understanding How to Test, Revise, and Launch
- Starting with real questions from real people
- Tapping your team (but keeping it small)
- Using it as a customer would
- Tweaking and trying again
- Knowing when it's ready to go
- Chapter 7 Connecting Chatbots to the Tools You Already Use
- Integrating with Your Most Common Tools
- Deciding when to ask for the email
- Making the connection
- Collecting the email inside the chatbot
- Tagging it, tracking it, and staying organized
- CRMs
- Checking your platform's built-in options
- Proceeding if native integration isn't possible
- Deciding what data to send
- Avoiding duplicate contacts
- Calendars: Setting up a smooth booking flow
- E-commerce platforms
- Keeping it simple for your shoppers
- Exploring what you can (and should!) do with chatbots and e-commerce
- Payment options
- Choosing your payment tool and location
- Getting your payment tool and checkout flow set up
- Incorporating Other Tools
- Adding Google Sheets to your workflow
- Delivering files and follow-up content
- Using Third-Party Automation Tools
- Working webhooks in
- Creating a seamless experience with Zapier, Make, and Pabbly
- Pulling data rather than just pushing it
- Avoiding overcomplicating things
- Watching the cost
- Collecting and Organizing Customer Data Safely
- Not asking for more than you need
- Always asking for consent
- Storing data where it belongs
- Limiting access
- Cleaning it up regularly
- Giving users control over their info
- Keeping your team in the loop
- Part 3 Chatbots in Action
- Chapter 8 Automating Customer Service and Support
- Hearing How Bots Handle Their Business
- Forging ahead with FAQs
- Identifying the most common questions
- Working with simple and complex questions
- Making FAQs smarter, faster, and easier with AI
- Recognizing who owns the updates
- Taking on Ticket Deflection
- Determining when to let the AI chatbot do its thing
- Keeping your knowledge base fresh
- Revving Up Real-Time Routing
- Queuing up common real-time routing signals
- Triggering the transfer
- Voiceflow methods
- Chatrace function triggers
- Manychat approaches
- Deciding between rules-based and AI-driven handoffs
- Using Chatbots with Live Agents
- Selecting notification methods
- Knowing what to include in your notification
- Reviewing Good Automation Examples
- Chapter 9 Using Chatbots for Lead Generation and Sales
- Building Lead Gen Flows, Quiz Chatbots, and Appointment Setters
- Rainmaker fundraiser chatbot
- Marking the main goals
- Considering key features of the chatbot
- Recapping the results
- Using this strategy yourself
- Improving this system with AI
- Kerwin Rae's high-ticket sales chatbot
- Looking at the chatbot's key features
- Seeing the results
- Putting this strategy into action for your business
- Adding AI to improve this system
- Get Matt Deals comment-to-message automation
- Breaking down key features of the chatbot
- Reviewing the results
- Making this strategy your own
- Elevating this system with AI
- Creating Messenger, Instagram, and SMS Lead Gen Strategies
- Turning conversations into conversions with Messenger
- Employing Instagram DM automation that doesn't feel automated
- Using SMS without annoying people
- Using AI to Segment and Personalize Follow-Up
- Understanding why AI matters in personalization
- Strategy over platform: Examining real-world uses for AI-powered follow-up
- Developing a knowledge base
- Seeing AI follow-up in action
- Chapter 10 Creating AI-Powered Marketing Campaigns
- Generating Personalized Content
- Pulling in your data
- Demographics
- Preferences
- Patterns
- Segmenting your data
- Putting AI to work for you
- Responding dynamically
- Communicating to the user
- Needing foresight
- Using AI Chatbots to Manage Campaigns
- Product launches
- Events
- Promotions
- Deploying Dynamic Ads, Retargeting Flows, and Campaign Triggers
- Dynamic ads
- Retargeting flows
- Campaign triggers
- Chapter 11 Using Chatbots to Create and Distribute Content
- Repurposing Content with AI
- Using Messenger Lists for Recurring Messaging on Facebook
- Exploring what makes Messenger Lists different
- Getting real-world results with recurring messaging
- Working with long-form content
- Delivering Blog Posts, Videos, Tips, and Downloads
- Matching Content Format to Delivery Type
- Creating Content Drip Campaigns and Newsletter Chatbots
- Timing and personalizing your campaign
- Planning your drip campaign flow
- Understanding Opt-Ins: Email versus Meta Messaging
- Chapter 12 Understanding and Growing Your Audience
- Using Behavior Tracking, Sentiment Analysis, and Feedback Loops
- Tackling behavior tracking
- Addressing sentiment analysis
- Focusing on feedback (not fruit) loops
- Predicting Customer Needs and Refining Offers
- New and improved: Helping your chatbot hone offers
- Checking out a case study in predicting needs
- Personalizing the Experience Over Time
- Chapter 13 Measuring Success and Optimizing Your Chatbots
- Knowing the Key Metrics to Track
- Closing in on the open rate
- Counting on the click-through rate (CTR)
- Conversion
- Understanding opt-ins
- Finding out about fall-offs
- A/B Testing Your Flows
- Deciding what you should test
- Refining your results
- Taking your testing above and beyond
- Using Analytics to Improve Performance and ROI
- Figuring out what you should track
- Driving the ROI machine
- First things first: Prioritizing fall-offs
- Doing your A/B experiments
- Grouping your users
- Adding context to your data
- Showing and not just telling
- Part 4 Moving Forward with Confidence
- Chapter 14 Staying Ahead of Chatbot Trends
- Taking a Look at Things to Come
- Goin' multimodal
- Translating in real time
- Adding augmented chatbots
- Integrating the Internet of Things with chatbots
- Vision Quest: Perusing Platforms' Future Plans
- Manychat
- ChatBot
- Chatfuel
- Being Prepared, Not Scared
- Working with your platform
- Engaging with platform communities
- Getting ready
- Building the foundation
- Preparing for emergencies
- Remembering the R in R&D
- Future proofing
- Chapter 15 Ethics, Privacy, and Platform Rules You Must Know
- Building Ethical Chatbots
- Examining what makes a bot ethical and rule-compliant
- Checking out opt-ins
- Tackling transparency
- Honoring honesty
- Understanding Major Platforms' Policies
- Facebook Messenger and Instagram
- Getting familiar with the Welcome Screen
- Employing best practices for the Get Started tool
- Creating a simple and compliant opt-in flow
- Managing permissions the right way
- Understanding the 24-hour messaging window
- Messaging beyond 24 hours (the right way): Messenger Lists
- Sticking to Meta's other terms of service
- Using comment-to-message automation
- Automating story replies and keyword triggers
- Avoiding interaction baiting
- Knowing what you can and can't do on WhatsApp
- Getting the opt-in right
- Understanding the 24-hour rule on WhatsApp
- Deciding on WhatsApp message templates
- SMS
- Complying with the laws that apply to SMS chatbots
- Respecting opt-outs and frequency limits
- Phone
- Understanding the legal requirements for voice and phone chatbots
- Building a legally compliant voice chatbot
- Web chat
- Dealing with fewer rules
- Being responsible despite the lack of rules
- Staying Compliant and Avoiding Banishment
- Knowing the rules for each platform
- Collecting proper opt-ins
- Keeping user trust at the center
- Monitoring changes in policy
- Chapter 16 Creating a Long-Term Chatbot Strategy
- Aligning Your Chatbot with Business Goals
- Knowing your current goals
- Prioritizing high-impact use cases
- Assigning an owner
- Scaling: When to Upgrade, Hire, or Outsource
- Deciding when to upgrade your platform
- Outsourcing your chatbot build (or management)
- Future-Proofing Your Automation Systems
- Creating an operating procedure for long-term success
- Building in regular check-ins
- Your weekly chatbot review checklist
- Your quarterly or biannual chatbot strategy review checklist
- Monitoring error logs and platform status
- Refreshing permissions regularly
- Keeping a platform's customer service top of mind
- Part 5 The Part of Tens
- Chapter 17 Ten Common Chatbot Mistakes (and How to Avoid Them)
- Making It Too Complex
- Forgetting Human Handoff
- Not Testing Flows
- Ignoring Analytics
- Being Too Robotic
- Breaking Platform Rules
- Failing to Segment Audiences
- Using Confusing Copy
- Not Setting Expectations
- Trying to Do Too Much at Once
- Chapter 18 Ten Tools to Supercharge Your Chatbot Strategy
- Zapier or Make for Automation
- Zapier
- Make
- Google Sheets for Data Collection
- Large Language Models for Copy and Logic Writing
- Canva for Visuals Inside Bots
- Calendly or Google Calendar for Bookings
- Stripe or PayPal for Payments
- Twilio or AudioCodes for SMS and Voice Calling
- Twilio
- AudioCodes
- Meta Business Suite for Channel Management
- Notion or Trello for Chatbot Project Planning
- Using Leading Analytics Tools
- Google Analytics
- Understanding how to use UTMs with Google Analytics
- Setting up UTMs the easy way
- Meta Ads Manager
- Dashboards for combining chatbot and other analytics
- Index
- EULA
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