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支持之旅

这个支持对话展示了出色设计的实际运用。虚构品牌是零售商，但设计与各个行业息息相关。它可以帮助您为品牌的任何标准支持请求打造顺畅的自动化体验。

下面简要介绍了相关话题，然后提供了分步详解。每个步骤都会着重介绍其适用的最佳实践以及支持历程的所有特殊设计注意事项。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

支持对话是一种通过与品牌进行更深入互动来建立客户忠诚度的独特机会。为了与可能感到失望的用户建立友好融洽的关系，客服人员应平衡好感与效率。此对话的基本流程如下：(1) 执行订单查询；(2) 发现商品问题；(3) 协调退货流程；(4) 利用正面互动推动新的销售之旅。

这是一个标准流程，您可以在此基础上构建流程。例如，与 OAuth 集成，以便您验证用户身份并安全地在对话中访问其帐号信息。如需查看包含身份验证的示例流程，请参阅对用户进行身份验证。

此示例说明了满意路径，即通过自动化功能找到令人满意的解决方案。但是，有些历程需要人工支持。请务必制定移交策略，以便在自动化功能无法满足用户需求时仍能获得他们所需的帮助。

对话图

对话回合

用户发起与代理的对话。
代理发送问候语。该品牌利用对话开场白来宣传品牌

这封欢迎辞为友好、富有成效的互动奠定了基础。该代理会使用角色，让自动化流程更加自然。将自己介绍为“虚拟图块查找工具”，明确说明“Pi”不是真人。为了快速表达相关性，代理总结了它的用途。它以有趣的语气（“查找下一次益智冒险”）展示销售历程，但也明确指出它也可以处理支持查询。对话开场白：通过指向支持的任务增强代理的功能。

用户点按对话开场白即可管理顺序。

已点按“管理订单”的开场白

对于此代理，“manage order”是一个准确的标签。只有当代理不仅可以查找订单时，也可以使用此短语，但也可以帮助用户进行修改、退货或更换订单。

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:01:35.437205Z",
  "conversationId": "1111",
  "requestId": "123123333",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2203",
    "postbackData": "manage_order",
    "createTime": "2022-06-27T23:01:34.911212Z",
    "text": "Manage order",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理要求您提供用户的订单号。

客服人员要求用户提供订单号

第一行代码完成两项操作：

隐式确认用户的 intent。
它使用欢快的语气并表情符号，建立了融洽的关系。

当代理请求获取用户的订单号时，它还会提供查找该订单的指导。客户通常很难找到他们的订单详情。主动发送建议以获取帮助可以防止用户离开。

JSON 载荷

{
  "text": "I’m happy to help with your order 😊. Just tell me your order number. Ready?",
  "fallback": "I'm happy to help with your order. Just tell me your order number. Ready? (You can ask for help to locate your order number.)",
  "suggestions": [
    {
      "reply": {
        "text": "Find order number",
        "postbackData": "option_1"
      }
    }
  ],
  "messageId": "2204"
}

用户输入订单号。

在支持对话期间，用户的耐心可能较为精简。为了方便起见，请尽可能少地提问，以获取所需信息。为了简化迁移流程，请与 OAuth 集成。这样一来，用户就可以登录帐号，而不需要输入订单号就可以访问订单历史记录。

注意：如果没有订单编号，代理也可以根据对话 ID 或电子邮件地址执行订单查询。如果用户在下单的同一对话线程中请求订单查找，可以使用对话 ID。如果用户使用他们向代理提供的同一电子邮件地址在品牌网站上下单，则可以使用该电子邮件地址。如果用户下了多个订单，代理可以在复合信息卡轮播界面中显示订单，并让用户进行选择。
JSON 载荷
```
{
  "message": {
    "name": "conversations/1111/messages/2205",
    "text": "12341234",
    "createTime": "2022-06-27T23:03:22.454713Z",
    "messageId": "2205"
  },
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:03:22.947287Z",
  "conversationId": "1111",
  "requestId": "123123555",
  "agent": "brands/3333/agents/4444"
}
```
客服人员确认订单详情，并询问您是否需要帮助。

代理使用消息上下文按名称引用用户。这在支持流程中特别有用，能够让用户感觉到用户看到了。代理会重复按键详情以确认找到正确顺序，然后询问用户是否需要帮助。建议的回复可让您轻松报告问题。这些标签为今后的发展历程设定了基调：
- 非正式的“不用了，一切都好”能够唤起客户对品牌的放松。
- 选择“问题”而不是“问题”意味着有重要的问题可以解决，无需追责。
  JSON 载荷
```
{
"text": "Thank you, Michael. I can see your order with the reference number 12341234 arrived on June 1st. Do you need any help with this order?",
"fallback": "Thank you, Michael. I can see your order with the reference number 12341234 arrived on June 1st. Do you need any help with this order? You can simply say Yes or No.",
"suggestions": [
{
  "reply": {
    "text": "No thanks, all good",
    "postbackData": "option_1"
  }
},
{
  "reply": {
    "text": "Yes, there's an issue",
    "postbackData": "option_2"
  }
}
],
"messageId": "2206"
}
```

用户点按建议的回复，报告订单存在的问题。

已为建议点按了“是”，但存在问题

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:05:40.604784Z",
  "conversationId": "1111",
  "requestId": "123123777",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2207",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:05:40.034552Z",
    "text": "Yes, there's an issue",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理会询问用户这是什么问题，

客服人员提出可能存在的问题，并主动提出在用户与真人之间建立联系的建议

此消息属于响应式消息，而非自动消息。简单的“哦！”可以表达同理心，并确认客服人员的理解。该代理通过突出显示它旨在解决的常见问题来提供即时帮助。它可以向用户保证提供人工支持。建议的回复可让您轻松定义问题。借助人工客服请求建议，用户可以根据需要与人工聊天。

JSON 载荷

{
  "text": "Oh no! Let’s see if I can solve it right now. Here are some things I can help with. If you can’t find what you're looking for, I can connect you to a Puzzle Pro.",
  "fallback": "Oh no! Let’s see if I can solve it right now. Here are some things I can help with: missing order, product issues, return order. If you can’t find what you're looking for, just say "Chat with a Puzzle Pro." You can also say "Back to menu."",
  "suggestions": [
    {
      "reply": {
        "text": "Missing order",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Product issues",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Return order",
        "postbackData": "option_3"
      }
    },
    {
      "action": {
        "text": "Chat with Puzzle Pro",
        "postbackData": "Option_4",
        "openUrlAction": {
          "url": "https://www.mysite.com"
        }
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_5"
      }
    }
  ],
  "messageId": "2208"
}

用户点按建议即可返回订单。

已为退货订单点按建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:07:41.041188Z",
  "conversationId": "1111",
  "requestId": "123123999",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2209",
    "postbackData": "option_3",
    "createTime": "2022-06-27T23:07:40.412888Z",
    "text": "Return order",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

客服人员安排定时退货。

客服人员表示歉意，并询问用户是否想要免费退货

此代理道歉：它指定用户处境，感同身受，并将对话推进。过渡性短语（“但好消息”）会引出该品牌鲜明的语气，因为这会从道德转变到解决方案。根据第 6 步中的订单查找，代理确认可以免费退货。代理会自动提出问题和建议的回复，让用户保持控制权，而不是自动启动退货流程。

JSON 载荷

{
  "text": "Sorry to hear the puzzle isn't what you were looking for. But–good news–you're still in the 2-week window for free returns! Do you want to schedule a return pickup?",
  "fallback": "Sorry to hear the puzzle isn't what you were looking for. But–good news–you're still in the 2-week window for free returns! Do you want to schedule a return pickup? You can say Yes or ask for more options.",
  "suggestions": [
    {
      "reply": {
        "text": "Yes",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "What are other options?",
        "postbackData": "option_2"
      }
    }
  ],
  "messageId": "2210"
}

用户点按建议即可安排退货。

已点按“是”的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:08:11.865939Z",
  "conversationId": "1111",
  "requestId": "123123011",
  "suggestionResponse": {
    "message": "conversations/1111/messages2211",
    "postbackData": "option_1",
    "createTime": "2022-06-27T23:08:11.394266Z",
    "text": "Yes",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理会要求用户选择自提时间。

代理询问用户他们何时到家自取

该代理使用客户至上的语言（“为您推荐”“最适合您”），因为它可以满足用户的需求和便利。我们只需在第二行添加“let's”会更有吸引力这样有助于即使在用户完成物流任务时与他们建立友好融洽的关系。表情符号在对话中的适当时机添加了视觉吸引力。在解决阶段，这种有趣的手势更有可能令用户感到沮丧。

JSON 载荷

{
  "text": "Perfect. I can arrange the return pickup for you. Let's make sure you're home to hand off your package 📦. What time suits you best?",
  "fallback": "Perfect. I can arrange the return pickup for you. Let's make sure you're home to hand off your package. What time suits you best? You can choose from these suggestions or ask for more times: Tue 8-10 am, Wed 1-3 pm, Thu 8-10 am.",
  "suggestions": [
    {
      "reply": {
        "text": "Tue 8-10 am",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Wed 1-3 pm",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Thu 8-10 am",
        "postbackData": "option_3"
      }
    },
    {
      "reply": {
        "text": "More times",
        "postbackData": "option_4"
      }
    }
  ],
  "messageId": "2212"
}

用户点按建议表示自提时间。

已点按星期三下午 1-3 点的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:08:50.878539Z",
  "conversationId": "1111",
  "requestId": "123123013",
  "suggestionResponse": {
    "message": "conversations/1111/messages2213",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:08:50.422088Z",
    "text": "Wed 1-3 pm",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理提供自提详细信息。

客服人员说明自提时间和地址，并询问这些信息是否正确

代理会重复提取提货详情并要求用户提供明确确认。如果详细信息不正确，建议可让用户进行更改或返回主菜单以重新开始该历程。这种灵活性可以防止用户遇到困难。

JSON 载荷

{
  "text": "Got it ✔️. Someone will collect your package on Wednesday, June 7th from 1-3 pm at Apartment 1, Your Road, Example City 12345. Is that correct?",
  "fallback": "Got it! Someone will collect your package on Wednesday, June 7th from 1-3 pm at Apartment 1, Your Road, Example City 12345. Is that correct? Say "Correct" to confirm, or tell me to change the address, change the time, or go back to the menu.",
  "suggestions": [
    {
      "reply": {
        "text": "Correct",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Change address",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Change time",
        "postbackData": "option_3"
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_4"
      }
    }
  ],
  "messageId": "2214"
}

用户确认自提详细信息。

已点按“正确”的建议回复

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:09:24.535388Z",
  "conversationId": "1111",
  "requestId": "123123015",
  "suggestionResponse": {
    "message": "conversations/1111/messages/2215",
    "postbackData": "option_1",
    "createTime": "2022-06-27T23:09:24.148091Z",
    "text": "Correct",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}

代理总结了问题的解决方法。

消息内容重复上车时间，询问客服人员可如何提供其他帮助

简单的话语标记会以好的声音结尾。自提详细信息的“最终确认”起到提醒作用，用户可以在其设备上的对话历史记录中引用。基于积极的互动，代理发送商品建议以吸引用户完成新的购买历程。

JSON 载荷

{
  "text": "Great! Expect a pickup on Wednesday from 1-3 pm, and do make sure you're home 🏠. Is there anything else I can do for you, Michael?",
  "fallback": "Great! Expect a pickup on Wednesday from 1-3 pm, and do make sure you're home. Is there anything else I can do for you, Michael? I can show you sales or new arrivals, or take you back to the menu to choose your own adventure!",
  "suggestions": [
    {
      "reply": {
        "text": "Show me sales",
        "postbackData": "option_1"
      }
    },
    {
      "reply": {
        "text": "Show me new arrivals",
        "postbackData": "option_2"
      }
    },
    {
      "reply": {
        "text": "Back to menu",
        "postbackData": "option_3"
      }
    }
  ],
  "messageId": "2216"
}

用户点按建议以查看产品。

已点按“显示新品”下方的建议回复

不要低估积极的体验的力量。帮助用户解决问题，比单纯顺畅的个人交易更能增进他们的品牌亲和力。

JSON 载荷

{
  "context": {
    "placeId": "",
    "userInfo": {
      "displayName": "Michael",
      "userDeviceLocale": "en-US"
    },
    "resolvedLocale": "en"
  },
  "sendTime": "2022-06-27T23:10:13.109037Z",
  "conversationId": "1111",
  "requestId": "123123017",
  "suggestionResponse": {
    "message": "conversations/1111/messages2217",
    "postbackData": "option_2",
    "createTime": "2022-06-27T23:10:12.763903Z",
    "text": "Show me new arrivals",
    "type": "REPLY"
  },
  "agent": "brands/3333/agents/4444"
}