销售历程

本销售对话展示了出色设计的实际运用。虚构的品牌是一家零售商,但其设计与各行各业相关。它适用于任何客户缩小产品或服务范围以获得可以对其执行操作的个性化选项的用例。

下面简要介绍了相关对话,然后提供分步详解。 每个步骤都会着重说明所应用的最佳做法,并注意销售历程的所有特别设计注意事项。如需为您自己的代理实现此设计,请复制并自定义每个步骤的示例载荷。

概览

此对话遵循了“三个步骤增添趣味”的原则。基本流程如下:(1) 按类别过滤产品,(2) 选择产品,(3) 继续购买。在这种情况下,品牌网站会进行购买。

这是一个可以作为基础的标准流程。例如,让用户能够将商品添加到购物车,然后直接在对话中结账。如需打造购物车体验并与付款处理方集成,请参阅“在线购买、门店自提”第 2 部分 Codelab。

该示例说明了“幸福路径”,但务必要构建后备响应,这样即使用户偏离了设计历程,也能获得所需的帮助。

对话图

对话回合

  1. 用户发起与代理的对话。
  2. 客服人员会发送一条欢迎消息。该品牌针对品牌历程重点介绍品牌购买历程。

    包含开场白的欢迎辞

    这条欢迎信息为趣味十足且富有成效的互动奠定了基础。为了建立信任,它会显示品牌的徽标,并提供友好的问候,确保用户位于正确的位置。该代理使用角色,使自动化流程看起来更自然。以“虚拟图块查找器”的形式介绍自己增加了一点点奇思妙想,并阐明了“Pi”并不是真人。通过说明它的功能,代理可快速表达与用户需求相关。它还会显示对话起始点,以吸引用户沿着特定路径前进。开场白使用明确的短语,这些语句会清楚地将用户引导至哪里。

  3. 用户点按对话启动按钮,即可购买产品。

    对话启动点按了“购买”益智游戏

    开场白可让用户轻松互动。只需点按一下,即可迈出第一步。

    JSON 载荷

    {
      "context": {
        "placeId": "",
        "userInfo": {
          "displayName": "Sal",
          "userDeviceLocale": "en-US"
        },
        "resolvedLocale": "en"
      },
      "sendTime": "2022-03-25T05:39:16.854822Z",
      "conversationId": "1111",
      "requestId": "123123111",
      "suggestionResponse": {
        "message": "conversations/1111/messages/2223",
        "postbackData": "purchase_puzzles",
        "createTime": "2022-03-25T05:39:16.311308Z",
        "text": "Purchase puzzles",
        "type": "REPLY"
      },
      "agent": "brands/3333/agents/4444"
    }

  4. 代理要求用户选择要搜索的商品类别。

    要求用户选择谜题类别的消息

    简而言之,代理会确认用户的搜索意图。这句话充满活力,有助于为未来的旅程奠定坚实的基础。为了设置用户的期望,代理会说明搜索涉及多少步骤。话语标记(“第一个”)用于指示它们当前在哪个步骤。第一步是包含建议的回复的简单问题,帮助用户查明要购买哪个益智游戏。建议回复简洁明了

    JSON 载荷

    {
      "text": "Let the search begin. We can find the right match for you in 3 steps. First, what would you like to piece together?",
      "fallback": "Let the search begin! We can find the right match for you in 3 steps. First, what would you like to piece together? You can choose animals, landscapes, or artworks, or ask me to surprise you with a category.",
      "suggestions": [
        {
          "reply": {
            "text": "Animals",
            "postbackData": "option_1"
          }
        },
        {
          "reply": {
            "text": "Landscapes",
            "postbackData": "option_2"
          }
        },
        {
          "reply": {
            "text": "Artworks",
            "postbackData": "option_3"
          }
        },
        {
          "reply": {
            "text": "Surprise me",
            "postbackData": "option_4"
          }
        }
      ]
    }

  5. 用户点按类别建议。

    已点按针对动物的建议回复

    建议的回复可帮助用户快速下移购买漏斗。

    JSON 载荷

    {
      "context": {
        "placeId": "",
        "userInfo": {
          "displayName": "Sal",
          "userDeviceLocale": "en-US"
        },
        "resolvedLocale": "en"
      },
      "sendTime": "2022-03-25T05:39:56.149033Z",
      "conversationId": "1111",
      "requestId": "123123222",
      "suggestionResponse": {
        "message": "conversations/1111/messages/2225",
        "postbackData": "option_1",
        "createTime": "2022-03-25T05:39:55.674526Z",
        "text": "Animals",
        "type": "REPLY"
      },
      "agent": "brands/3333/agents/4444"
    }
       

  6. 该代理会要求用户选择产品子类别来缩小搜索范围。

    要求用户选择谜题子类别的消息

    另一条简短而简短的消息使对话顺畅进行。它首先会用一个简单的短语验证用户的选择并确认代理的理解。与客服人员的角色风格一致,语气充满热情。第二行代码是规范的,没有强行规定。建议的回复中包含一个“查看其他动物”选项。这种“查看更多”建议无需滚动浏览长选项列表。

    JSON 载荷

    {
      "text": "Animals are my favorite! Tell me the right creature for your jigsaw journey. Then I'll show you some puzzles.",
      "fallback": "Animals are my favorite! Tell me the right creature for your jigsaw journey. Then I'll show you some puzzles. You can tell me to search for cats, dogs, horses, elephants, or other animals.",
      "suggestions": [
        {
          "reply": {
            "text": "Cats",
            "postbackData": "option_1"
          }
        },
        {
          "reply": {
            "text": "Dogs",
            "postbackData": "option_2"
          }
        },
        {
          "reply": {
            "text": "Horses",
            "postbackData": "option_3"
          }
        },
        {
          "reply": {
            "text": "Elephants",
            "postbackData": "option_4"
          }
        },
        {
          "reply": {
            "text": "View other animals",
            "postbackData": "option_5"
          }
        }
      ]
    }
       

  7. 用户点按子类别建议。

    已点按针对猫的建议回复

    JSON 载荷

    {
      "context": {
        "placeId": "",
        "userInfo": {
          "displayName": "Sal",
          "userDeviceLocale": "en-US"
        },
        "resolvedLocale": "en"
      },
      "sendTime": "2022-03-25T05:43:41.852224Z",
      "conversationId": "1111",
      "requestId": "123123333",
      "suggestionResponse": {
        "message": "conversations/1111/messages/2227",
        "postbackData": "option_1",
        "createTime": "2022-03-25T05:43:41.367260Z",
        "text": "Cats",
        "type": "REPLY"
      },
      "agent": "brands/3333/agents/4444"
    }

  8. 该代理会确认用户的选择,并引入商品轮播界面。

    介绍畅销商品的消息

    为了保持新鲜度,代理使用不同的短语来确认用户的选择。这其中包括适用于品牌和用户历程的“表情符号”。在下方引入轮播界面时,代理会提供额外的上下文来消除歧义。客服人员请注意,轮播界面中的商品并非用户的唯一选项。否则,用户可能会认为展示的商品是可以购买的商品数量限制。

    JSON 载荷

    {
      "text": "Cats it is 😻. Here are our bestsellers. If you don't find the right fit, I've got plenty more."
    }

  9. 该代理会显示一个复合信息卡轮播界面,其中显示了要购买的特定产品。

    显示猫咪拼图的轮播界面

    轮播界面会显示一系列个性化谜题供用户选择。 轮播界面中的每张复合信息卡都整合了高品质的图片和商品详情。在这种情况下,这些卡片会提供足够的商品信息和视觉冲击信号,有助于做出购买决定。对于需要更多研究的产品,您可以在品牌网站上向“查看详情”添加建议采取的措施,或使用人工客服请求建议,让用户与专家联系。每张卡片还会显示号召性用语,即“选择”购买产品的建议。

    如果展示的商品并非用户想要的商品,轮播界面下方的建议会提供更多选项。它们使用户能够扩展搜索(“查看其他猫”)、返回上一步(“返回动物”)或重新开始(“返回菜单”),从而防止用户遇到困难

    JSON 载荷

    {
      "fallback": "Cheeky Cat\n500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$8.99\nhttps://www.cheekycatdetails.com\n\nMr. Maine Coone\n1,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$15.99\nhttps://www.mrmainecoonedetails.com\n\nThe Cuddle Cats\n1,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$19.99\nhttps:www.thecuddlecatsdetails.com\n\nCatty McCat\n2,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$24.99\nhttps:www.cattymccatdetails.com\n\nCat Cattison\n2,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$29.99\nhttps:www.catcattisondetails.com\n\nTell me if you want to view other cats, go back to animals, or go back to the menu.",
      "richCard": {
        "carouselCard": {
          "cardWidth": "MEDIUM",
          "cardContents": [
            {
              "title": "Cheeky Cat",
              "description": "500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$8.99",
              "media": {
                "height": "TALL",
                "contentInfo": {
                  "fileUrl": "https://www.pathtocheekycat.jpg",
                  "forceRefresh": "false"
                }
              },
              "suggestions": [
                {
                  "reply": {
                    "text": "Select",
                    "postbackData": "option_1"
                  }
                }
              ]
            },
            {
              "title": "Mr. Maine Coone",
              "description": "1,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$15.99",
              "media": {
                "height": "TALL",
                "contentInfo": {
                  "fileUrl": "https://www.pathtomrmainecoone.jpg",
                  "forceRefresh": "false"
                }
              },
              "suggestions": [
                {
                  "reply": {
                    "text": "Select",
                    "postbackData": "option_1"
                  }
                }
              ]
            },
            {
              "title": "The Cuddle Cats",
              "description": "1,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$19.99",
              "media": {
                "height": "TALL",
                "contentInfo": {
                  "fileUrl": "https://www.pathtothecuddlecats.jpg",
                  "forceRefresh": "false"
                }
              },
              "suggestions": [
                {
                  "reply": {
                    "text": "Select",
                    "postbackData": "option_1"
                  }
                }
              ]
            },
            {
              "title": "Catty McCat",
              "description": "2,000 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$24.99",
              "media": {
                "height": "TALL",
                "contentInfo": {
                  "fileUrl": "https://www.pathtocattymccat.jpg",
                  "forceRefresh": "false"
                }
              },
              "suggestions": [
                {
                  "reply": {
                    "text": "Select",
                    "postbackData": "option_1"
                  }
                }
              ]
            },
            {
              "title": "Cat Cattison",
              "description": "2,500 piece cardboard jigsaw puzzle\nFinished size is 26.75 x 19.75 inches\n$29.99",
              "media": {
                "height": "TALL",
                "contentInfo": {
                  "fileUrl": "https://www.pathtocatcattison.jpg",
                  "forceRefresh": "false"
                }
              },
              "suggestions": [
                {
                  "reply": {
                    "text": "Select",
                    "postbackData": "option_1"
                  }
                }
              ]
            }
          ]
        }
      },
      "suggestions": [
        {
          "reply": {
            "text": "View other Cats",
            "postbackData": "option_1"
          }
        },
        {
          "reply": {
            "text": "Go back to Animals",
            "postbackData": "option_2"
          }
        },
        {
          "reply": {
            "text": "Go back to Menu",
            "postbackData": "option_3"
          }
        }
      ]
    }

  10. 用户点按建议以选择要购买的商品。

    点按了要选择“芝士猫”谜题的回复

    JSON 载荷

    {
      "context": {
        "placeId": "",
        "userInfo": {
          "displayName": "Sal",
          "userDeviceLocale": "en-US"
        },
        "resolvedLocale": "en"
      },
      "sendTime": "2022-03-25T05:44:22.014084Z",
      "conversationId": "1111",
      "requestId": "123123444",
      "suggestionResponse": {
        "message": "conversations/1111/messages/2210",
        "postbackData": "option_1",
        "createTime": "2022-03-25T05:44:21.537522Z",
        "text": "Select",
        "type": "REPLY"
      },
      "agent": "brands/3333/agents/4444"
    }
  11. 该代理会确认用户的选择,并将他们转到品牌网站进行购买。

    说明在网站上结账的消息

    通过调动语气,代理能够确认用户的最终产品选择。代理会重复指定商品名称,让用户明确知道自己要设置什么商品。由于购买交易发生在品牌网站上,因此代理会提前提醒用户他们将离开对话。您需要执行这一额外步骤才能顺利完成迁移,同时提供友好的告别服务。

    JSON 载荷

    {
      "text": "Cheeky Cat is a purrfect choice! You can check out on our website. Enjoy your puzzle adventure!"
    }

  12. 代理会显示一个包含建议结帐的复合信息卡。

    包含建议结帐的复合信息卡

    独立的复合搜索卡可强化用户的最终产品选择。仅包含与购买有关的详细信息。“结帐”的建议操作使用户能够采取购买步骤。

    JSON 载荷

    {
      "fallback": "Cheeky Cat:\n500 pieces\n$8.99\n\nCheck out: https://www.puzzleparadise.com",
      "richCard": {
        "standaloneCard": {
          "cardContent": {
            "title": "Cheeky Cat",
            "description": "500 pieces\n$8.99",
            "media": {
              "height": "TALL",
              "contentInfo": {
                "fileUrl": "https://www.pathtocheekycat.jpg",
                "forceRefresh": "false"
              }
            },
            "suggestions": [
              {
                "action": {
                  "text": "Check out",
                  "postbackData": "Option 1",
                  "openUrlAction": {
                    "url": "https://www.puzzleparadise.com"
                  }
                }
              }
            ]
          }
        }
      }
    }

  13. 用户点按该建议并退出网站结账。

    JSON 载荷

    {
      "context": {
        "placeId": "",
        "userInfo": {
          "displayName": "Sal",
          "userDeviceLocale": "en-US"
        },
        "resolvedLocale": "en"
      },
      "sendTime": "2022-03-25T05:37:04.859344Z",
      "conversationId": "1111",
      "requestId": "123123555",
      "suggestionResponse": {
        "message": "conversations/1111/messages/2213",
        "postbackData": "Option 1",
        "createTime": "2022-03-25T05:37:04.548212Z",
        "text": "Check out",
        "type": "ACTION"
      },
      "agent": "brands/3333/agents/4444"
    }