论坛 › 台湾 › 怎么样创建一个无代码的自助客户聊天设备人

l14107cb 发表于 2024-7-29 10:49:22

怎么样创建一个无代码的自助客户聊天设备人

<img src="https://mmbiz.qpic.cn/mmbiz_jpg/MOwlO0INfQoUvibialLbk5gFR7ZqqNbUEG3pWqnj9IcIPysYiae9he0b9PONLdyD61bwCStvqfUInnZa119FwPvIw/640?wx_fmt=jpeg&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">译者 | 陈峻</span><span style="color: black;">审校 | 孙淑娟</span>
    本文将向您介绍<span style="color: black;">怎样</span><span style="color: black;">运用</span>来自Infobip的Answers平台的低代码和无代码<span style="color: black;">处理</span><span style="color: black;">方法</span>，去构建智能化聊天<span style="color: black;">设备</span>人，并处理客户的<span style="color: black;">各样</span>问题与服务请求。 <span style="color: black;">实现自助式用户<span style="color: black;">帮助</span><span style="color: black;">常常</span>是客户支持团队<span style="color: black;">连续</span>追求的<span style="color: black;">目的</span>之一。它<span style="color: black;">不仅</span>能够有效地减少用户<span style="color: black;">需要</span>单量，<span style="color: black;">况且</span><span style="color: black;">能够</span>让用户快速地找到所需的答案。数年前，美国运通（American Express）的一项<span style="color: black;">科研</span>就曾<span style="color: black;">发掘</span>，有超过60%的消费者<span style="color: black;">暗示</span>，<span style="color: black;">她们</span>更愿意<span style="color: black;">经过</span>在线聊天、语音回复、网站、以及移动应用<span style="color: black;">查找</span>等简单的“首选<span style="color: black;">途径</span>”，来获取数字化的自助式服务。<span style="color: black;">这里</span>方面，聊天<span style="color: black;">设备</span>人恰好是能够<span style="color: black;">供给</span>大规模自助服务的理想工具。</span><span style="color: black;">过去，一<span style="color: black;">说到</span>构建聊天<span style="color: black;">设备</span>人，初学者<span style="color: black;">常常</span>会有一种望而生畏的感觉。如今，由Infobip<span style="color: black;">供给</span>的Answers平台正在将该问题变得简单化。借助Answers，您<span style="color: black;">能够</span>创建智能的、基于关键字的聊天<span style="color: black;">设备</span>人。<span style="color: black;">经过</span><span style="color: black;">运用</span>无代码的Web GUI来进行构建，您<span style="color: black;">不仅</span><span style="color: black;">能够</span><span style="color: black;">加强</span>客户的满意度，<span style="color: black;">况且</span>能够直接降低运营的成本。</span><span style="color: black;">下面，我将带您<span style="color: black;">循序渐进</span>构建无代码的聊天<span style="color: black;">设备</span>人。它<span style="color: black;">能够</span><span style="color: black;">经过</span><span style="color: black;">运用</span>WhatsApp，与<span style="color: black;">最后</span>用户进行交流，并<span style="color: black;">处理</span>现实世界的客户问题。当然，<span style="color: black;">倘若</span>您不想<span style="color: black;">运用</span>WhatsApp<span style="color: black;">供给</span>的支持，<span style="color: black;">亦</span><span style="color: black;">能够</span>采用由Answers支持的、<span style="color: black;">包含</span>短信和实时聊天等多种通信<span style="color: black;">途径</span>。</span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;"><span style="color: black;">怎样</span>在无代码的<span style="color: black;">状况</span>下创建WhatsApp自助式客户支持聊天<span style="color: black;">设备</span>人</span></strong></p><span style="color: black;">在本示例中，我将创建一个聊天<span style="color: black;">设备</span>人，来<span style="color: black;">帮忙</span>那些找不到餐厅的顾客，向<span style="color: black;">她们</span><span style="color: black;">供给</span>餐厅的位置，发送菜单，以及<span style="color: black;">供给</span><span style="color: black;">她们</span>的拉新奖励推送信息。当然，您完全<span style="color: black;">能够</span>用自己的工作流程，来替换该餐厅用例，<span style="color: black;">从而</span>完善基于Answers设计的人机对话场景。</span><strong style="color: blue;"><span style="color: black;">先决<span style="color: black;">要求</span></span></strong><span style="color: black;"><span style="color: black;">首要</span>，您需要创建一个Infobip试用帐户。<span style="color: black;">同期</span>，您<span style="color: black;">亦</span>可<span style="color: black;">以避免</span>费试用其WhatsApp频道，以便<span style="color: black;">经过</span>手机来测试自己的聊天<span style="color: black;">设备</span>人。</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 01&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">第 1 步：定义用户痛点</span></strong></span></p><span style="color: black;">在<span style="color: black;">起始</span>创建自助服务聊天<span style="color: black;">设备</span>人之前，<span style="color: black;">知道</span>地定义有待<span style="color: black;">处理</span>的用户痛点是非常重要的。在该案例中，<span style="color: black;">咱们</span><span style="color: black;">能够</span>定义如下痛点：</span><span style="color: black;">用户想到<span style="color: black;">咱们</span>的餐厅，但不<span style="color: black;">晓得</span><span style="color: black;">位置</span>。</span><span style="color: black;">用户想要一份菜单，但不<span style="color: black;">晓得</span>在哪里找到。</span><span style="color: black;">用户想要<span style="color: black;">得到</span>拉新奖励信息，但不<span style="color: black;">晓得</span>在哪里注册。</span><span style="color: black;"><span style="color: black;">针对</span><span style="color: black;">每一个</span>痛点，<span style="color: black;">咱们</span>都需要<span style="color: black;">经过</span>自助式聊天<span style="color: black;">设备</span>人的一条信息来<span style="color: black;">帮助</span>用户<span style="color: black;">处理</span>。</span><span style="color: black;">当然，随着您学习和<span style="color: black;">科研</span>的深入，<span style="color: black;">亦</span>可能定义出更加<span style="color: black;">繁杂</span>的痛点和案例。</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 02&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;">第 2 步：为<span style="color: black;">设备</span>人创建答案大纲</strong></span></p><span style="color: black;">定义了痛点，您便<span style="color: black;">能够</span>概述聊天<span style="color: black;">设备</span>人该<span style="color: black;">怎样</span><span style="color: black;">处理</span>这些痛点了。例如：</span><span style="color: black;">向需要<span style="color: black;">认识</span>路线的用户，<span style="color: black;">供给</span>餐厅<span style="color: black;">位置</span>和Google地图的链接。</span><span style="color: black;">为需要菜单的用户<span style="color: black;">供给</span>链接。</span><span style="color: black;">向想要注册奖励的用户，<span style="color: black;">供给</span>注册页面的链接。</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 03&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">第 3 步：登录并创建聊天<span style="color: black;">设备</span>人</span></strong></span></p><span style="color: black;"><span style="color: black;">此刻</span>，<span style="color: black;">咱们</span><span style="color: black;">能够</span><span style="color: black;">起始</span>设计自己的聊天<span style="color: black;">设备</span>人。</span><img src="https://mmbiz.qpic.cn/mmbiz_gif/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictkzibpjVQuUrLBjHB0QBNdLtcGbngBNotDZ9tOFybQgfxYVVpKY4RJTg/640?wx_fmt=gif&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1" style="width: 50%; margin-bottom: 20px;">
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><span style="color: black;">起始</span>设计聊天<span style="color: black;">设备</span>人</span></p>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">1、登录到Infobip的门户页面。</span></p>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">2、单击左侧菜单中的Answers。</span></p>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">3、单击“新聊天<span style="color: black;">设备</span>人（NEW CHATBOT）”按钮。</span></p>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">4、填写用于配置聊天<span style="color: black;">设备</span>人弹窗中的字段（请<span style="color: black;">保证</span>在Channel下拉列表中<span style="color: black;">选取</span> WhatsApp），<span style="color: black;">而后</span>单击“创建聊天<span style="color: black;">设备</span>人（CREATE CHATBOT）”。</span></p><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 04&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">第 4 步：创建关键字</span></strong></span></p><span style="color: black;"><span style="color: black;">此刻</span>，<span style="color: black;">咱们</span>将创建有助于聊天<span style="color: black;">设备</span>人能够正确地分支对话的关键字。</span><span style="color: black;">单击关键字（Keywords）选项卡。</span><span style="color: black;">单击添加关键字（ADD KEYWORD）。</span><span style="color: black;">输入一个关键字。在本例中，<span style="color: black;">咱们</span>将<span style="color: black;">运用</span>位置（location）。</span><span style="color: black;">为关键字输入<span style="color: black;">最少</span>一个同义词（Synonym）。同义词将能够触发与关键字相同的<span style="color: black;">规律</span>。在<span style="color: black;">每一个</span>同义词的后面，请按下回车键，并请在完成后单击其复选对勾。在本例中，<span style="color: black;">咱们</span>设定位置关键字的同义词为“方向（directions）”和“地址（address）”。</span><span style="color: black;">针对计划添加的<span style="color: black;">每一个</span>关键字，请重复<span style="color: black;">以上</span><span style="color: black;">过程</span>2到4。在本例中，<span style="color: black;">咱们</span>计划提示用户输入1来<span style="color: black;">暗示</span>“是”，输入2<span style="color: black;">暗示</span>“否”。<span style="color: black;">同期</span>，<span style="color: black;">咱们</span>还需要<span style="color: black;">经过</span>关键字，来知晓何时该向用户发送<span style="color: black;">咱们</span>的菜单、或奖励计划的链接。<span style="color: black;">因此呢</span>，<span style="color: black;">咱们</span><span style="color: black;">最后</span><span style="color: black;">能够</span>整理出如下表格：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictziaAVOdBOrT5z6LZsh11O7hSluvrPCXE3ic27q1g2lWtwAic4nH1euFbA/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">关键词的<span style="color: black;">最后</span>列表</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 05&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;">第 5 步：创建对话框</strong></span></p><span style="color: black;">下面，<span style="color: black;">咱们</span><span style="color: black;">起始</span>创建与用户交互的对话框。<span style="color: black;">这里</span>，<span style="color: black;">咱们</span>的示例将<span style="color: black;">包括</span>如下六种对话框：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictO1cLW0UoTVdMJ66TLl3FLaaXibIGdsJwictWHhR9UF5L9UDtkpQqc6lw/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;"><span style="color: black;">因为</span>默认对话框<span style="color: black;">已然</span>存在，<span style="color: black;">因此呢</span><span style="color: black;">咱们</span>需要<span style="color: black;">经过</span>如下<span style="color: black;">过程</span>，创建其他五个对话框：</span><span style="color: black;">单击对话框（Dialogs）选项卡。</span><span style="color: black;">单击“+添加对话框（+ADD DIALOG）”。</span><span style="color: black;">单击铅笔图标，以编辑和添加对话框的名<span style="color: black;">叫作</span>（如：发送位置），<span style="color: black;">而后</span>单击复选对勾。</span><span style="color: black;">重复<span style="color: black;">以上</span><span style="color: black;">过程</span>2和3。整体完成后，其对应的列表如下图所示：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictcGnMqubsQ9D4BxmJXEibuIVeAMUsmaZeGEFvj1PGIiaia3dERYhaWemjA/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">对话的<span style="color: black;">最后</span>列表</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 06&nbsp; &nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">第 6 步：配置对话框</span></strong></span></p><span style="color: black;">下面，<span style="color: black;">咱们</span>将配置<span style="color: black;">每一个</span>对话，以匹配真实所需的对话流。</span><strong style="color: blue;"><span style="color: black;">配置默认对话框</span></strong><span style="color: black;"><span style="color: black;">按照</span>本例聊天<span style="color: black;">设备</span>人的基本<span style="color: black;">规律</span>，默认对话框将会被<span style="color: black;">做为</span><span style="color: black;">信息</span>，发送给任何与其打招呼的用户。<span style="color: black;">这里</span>，<span style="color: black;">咱们</span>将为用户<span style="color: black;">供给</span>三种选项。当然，如果聊天<span style="color: black;">设备</span>人<span style="color: black;">没法</span>理解用户的话，将会转到默认<span style="color: black;">信息</span>。<span style="color: black;">因此呢</span>，您<span style="color: black;">能够</span>执行如下<span style="color: black;">过程</span>：</span><span style="color: black;">1、</span><span style="color: black;">单击左侧菜单中的默认对话框。</span><span style="color: black;">2、将一个“文本（Text）”元素拖到界面上。</span><span style="color: black;">3、在<span style="color: black;">信息</span>1的框中键入欢迎<span style="color: black;">信息</span>。在本例中，<span style="color: black;">咱们</span>将<span style="color: black;">运用</span>如下文字：</span><span style="color: black;">Hello!</span><span style="color: black;">Im
      but a simple bot, but Im here to help!</span><span style="color: black;">What
      can I do for you?</span><span style="color: black;">Type
      the name of an option:</span><span style="color: black;">*
      "Location"- Our address and
      directions</span><span style="color: black;">*
      "Menu"- Get our menu</span><span style="color: black;">*
      "Rewards" - Sign up for our rewards club</span><span style="color: black;">4、将“用户输入（User Input）”元素拖到界面上。</span><span style="color: black;">5、点击“+添加关键字映射（+ADD KEYWORD
      MAPPING）”并<span style="color: black;">选取</span>位置。<span style="color: black;">重视</span>：<span style="color: black;">倘若</span>您之前<span style="color: black;">无</span>创建过关键字，<span style="color: black;">那样</span><span style="color: black;">此刻</span><span style="color: black;">能够</span><span style="color: black;">经过</span>点击“+创建新关键字（+Create new keyword）”来予以创建。</span><span style="color: black;">6、重复上一步，添加菜单和奖励关键字。</span><span style="color: black;">7、在<span style="color: black;">每一个</span>“用户输入”块中，拖入一个To Dialog元素。</span><span style="color: black;">8、单击界面中的“用户输入”元素，在右侧的构建面板中，向下滚动到“重复”部分。将重复计数设置为1。<span style="color: black;">而后</span>，在（可选的）重复<span style="color: black;">信息</span>文本框中键入类似如下的<span style="color: black;">信息</span>，以便聊天<span style="color: black;">设备</span>人在<span style="color: black;">不睬</span>解用户输入时<span style="color: black;">选取</span>发送。</span><span style="color: black;">Sorry,
      I misunderstood.</span><span style="color: black;">Type
      one of the options in quotes and Ill do my best to help!</span><span style="color: black;">*
      "Location"- Our address and
      directions</span><span style="color: black;">*
      "Menu"- Get our menu</span><span style="color: black;">*
      "Rewards" - Sign up for our rewards club</span><span style="color: black;">9、<span style="color: black;">重视</span>：<span style="color: black;">咱们</span><span style="color: black;">能够</span>将Answers与Infobip
      Conversations集成，以便将用户的问题升级到Infobip云联络中心进行处理。当然，<span style="color: black;">倘若</span>您不想这么做的话，<span style="color: black;">亦</span><span style="color: black;">能够</span>绕过此<span style="color: black;">过程</span>，或配置<span style="color: black;">区别</span>的后续操作。</span><span style="color: black;">向下滚动鼠标指针至构建面板中的Fallback action，<span style="color: black;">而后</span>将下拉列表更改为Connect with agent。<span style="color: black;">倘若</span><span style="color: black;">咱们</span>的聊天<span style="color: black;">设备</span>人在响应重复<span style="color: black;">信息</span>后，仍<span style="color: black;">没法</span>理解用户的输入，则此操作会将<span style="color: black;">她们</span>连接到人工代理处。对此，<span style="color: black;">咱们</span><span style="color: black;">能够</span>在（可选的）Fallback<span style="color: black;">信息</span>文本框中键入如下<span style="color: black;">信息</span>，以供<span style="color: black;">设备</span>人在进行转发之前发送给用户。</span><span style="color: black;">Sorry,
      but I still dont understand.</span><span style="color: black;">Let
      me get you transferred to a human.</span><span style="color: black;"><span style="color: black;">十、</span>单击“位置”下的Go To Dialog元素，并将Go to的下拉菜单设置为“发送位置（Send location）”对话框。</span><span style="color: black;">11、单击“菜单”下的Go To Dialog元素，并将Go to的下拉菜单设置为“发送菜单（Send menu）对话框。</span><span style="color: black;">12、单击“奖励”下的Go To Dialog元素，并将Go to的下拉菜单设置为“发送奖励信息（Send rewards info）对话框。</span><span style="color: black;">完成后的界面，如下图所示：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictP0k01ye2mEoPbJRyGfQruMH0JtwHInkB4JhcaiahF39XLYIZjiackLvA/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">配置“发送位置”对话框</span><span style="color: black;">接下来，<span style="color: black;">咱们</span>将进入发送位置的工作流程。在本例中，<span style="color: black;">设备</span>人会认为来此询问的用户是想<span style="color: black;">晓得</span>餐厅的<span style="color: black;">位置</span>，<span style="color: black;">因此呢</span><span style="color: black;">咱们</span>只需要给<span style="color: black;">她们</span>指明方向，再<span style="color: black;">瞧瞧</span><span style="color: black;">她们</span><span style="color: black;">是不是</span>需要其他的<span style="color: black;">帮忙</span>。</span><span style="color: black;">值得<span style="color: black;">重视</span>的是，<span style="color: black;">倘若</span>您想一次性发送多条<span style="color: black;">信息</span>，<span style="color: black;">那样</span>请在<span style="color: black;">信息</span>之间<span style="color: black;">最少</span>停顿2秒钟。这将能够给用户足够的时间，来消化您发送的内容。而<span style="color: black;">信息</span>的发送<span style="color: black;">亦</span>能<span style="color: black;">显出</span>更加自然，<span style="color: black;">从而</span><span style="color: black;">加强</span>用户的体验。</span><img src="https://mmbiz.qpic.cn/mmbiz_gif/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictFUdMj20hIaIgYDTnwex2eEyPhbgBk25S9YccH7Z7bkYQibnviaHfUn8w/640?wx_fmt=gif&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1" style="width: 50%; margin-bottom: 20px;"><strong style="color: blue;"><span style="color: black;">配置“发送位置”对话框</span></strong><span style="color: black;">1、单击左侧菜单中发送位置的对话框。</span><span style="color: black;">2、将“延迟（Delay）”元素拖到界面上“发送位置”的正下方，并将延迟时间更改为2秒。</span><span style="color: black;">3、在“延迟”元素下方拖入“位置”元素。</span><span style="color: black;">4、在“位置<span style="color: black;">位置</span>”中键入并<span style="color: black;">选取</span>一个<span style="color: black;">位置</span>，<span style="color: black;">或</span>在“发送位置”的构建面板中的“地图”字段中进行<span style="color: black;">选取</span>。这将向用户发送一个Google地图位置。</span><span style="color: black;">5、在发送位置元素的下方，添加另一个延迟2秒元素。</span><span style="color: black;">6、在第二个延迟元素的下方，添加一个“文本”元素。</span><span style="color: black;">7、在<span style="color: black;">信息</span>1的框中输入<span style="color: black;">信息</span>，以确认用户的<span style="color: black;">位置</span>。在本例中，<span style="color: black;">咱们</span><span style="color: black;">运用</span>的是：Were on 35th Street! Thats the Maps link.</span><span style="color: black;">8、在“发送文本（Send Text）”元素下拖入To Dialog元素。</span><span style="color: black;">9、在构建面板的Go to下拉菜单中，<span style="color: black;">选取</span>“Ask to end
      chat” 。</span><span style="color: black;">完成的对话框如下图所示：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictmFyPTVAGqb5Xy9205ibxBmeWbOCdRbOVxqwGe6ABD8Jp4hZkoG3cXibQ/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">完整的对话框</span><strong style="color: blue;"><span style="color: black;">配置“发送菜单”对话框</span></strong><span style="color: black;">在本例中，“发送菜单”对话框的配置与“发送位置”对话框非常类似，<span style="color: black;">咱们</span>只需简单地发送指向菜单的链接<span style="color: black;">就可</span>。完成后，其完整的对话框如下图所示：</span><img src="https://mmbiz.qpic.cn/mmbiz_png/MOwlO0INfQo6vjJPzURibYkY5ftuv2MictaJhhgKQE6C65ddGxwIWf8z19g84pJ5z0b7rCicHB5xTkWPyIBHNEdPA/640?wx_fmt=png&amp;tp=webp&amp;wxfrom=5&amp;wx_lazy=1&amp;wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">“发送菜单”对话框</span><strong style="color: blue;"><span style="color: black;">配置“发送奖励信息”对话框</span></strong><span style="color: black;">从概念上讲，“发送奖励信息”对话框<span style="color: black;">亦</span>与“发送菜单”对话框类似，只是聊天<span style="color: black;">设备</span>人将发送一个链接，来<span style="color: black;">帮忙</span>用户创建奖励帐户。完成后，其完整的对话框如下图所示：</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">“发送奖励信息”对话框</span><strong style="color: blue;"><span style="color: black;">配置“询问结束聊天”对话框</span></strong><span style="color: black;"><span style="color: black;">按照</span>前面的对话设计，询问结束聊天的对话框应该是聊天<span style="color: black;">设备</span>人在向用户<span style="color: black;">供给</span>了<span style="color: black;">有些</span>信息后，询问<span style="color: black;">她们</span>是需要其他任何东西，还是不需要信息了，直接结束聊天。</span><span style="color: black;">1、单击左侧菜单中的“询问结束聊天”对话框。</span><span style="color: black;">2、在界面上的“询问结束聊天”元素下拖入一个“延迟”元素，并将其设置为2秒。</span><span style="color: black;">3、在“延迟”元素下拖入一个“文本元素”。</span><span style="color: black;">4、在<span style="color: black;">信息</span>1的框中输入一条可供用户<span style="color: black;">选取</span>的<span style="color: black;">信息</span>。在本例中，<span style="color: black;">咱们</span>将输入如下文字：</span><span style="color: black;">Is
      there anything else I can help you with?</span><span style="color: black;">1-
      Yes, I need some more information.</span><span style="color: black;">2-
      No, thats all.</span><span style="color: black;">5、将“用户输入”元素拖到界面上的“发送文本”元素的下方。</span><span style="color: black;">6、单击“用户输入”的对话框，<span style="color: black;">而后</span>单击“+添加关键字映射”并<span style="color: black;">选取</span>1。<span style="color: black;">而后</span>再次单击“+添加关键字映射”，并<span style="color: black;">选取</span>2。</span><span style="color: black;">7、向下滚动至构建面板中的Fallback action，并将下拉列表更改为Connect with agent。<span style="color: black;">倘若</span>聊天<span style="color: black;">设备</span>人<span style="color: black;">没法</span>理解用户的输入，<span style="color: black;">咱们</span>会将<span style="color: black;">她们</span>连接到人工代理处。对此，<span style="color: black;">咱们</span><span style="color: black;">能够</span>在（可选的）Fallback<span style="color: black;">信息</span>文本框中键入如下<span style="color: black;">信息</span>，以供<span style="color: black;">设备</span>人在进行转发之前发送给用户。</span><span style="color: black;">Sorry,
      I’m having a little trouble.</span><span style="color: black;">Let
      me get you transferred to a human.</span><span style="color: black;">8、在“用户输入1”下拖入To Dialog元素，并将Go to下拉菜单设置为User Wants more info。</span><span style="color: black;">9、在“用户输入2”下拖入一个文本元素，<span style="color: black;">而后</span>在<span style="color: black;">信息</span>1的框中输入告别<span style="color: black;">信息</span>。在本例中，<span style="color: black;">咱们</span>将<span style="color: black;">运用</span>：</span><span style="color: black;">Thank
      you! Have a great day!</span><span style="color: black;"><span style="color: black;">十、</span><span style="color: black;">咱们</span>把在上一步中创建的最后一个文本元素的下方，拖入一个“关闭会话（Close session）”元素。</span><span style="color: black;">完成后的对话框如下图所示：</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">“最后询问发送”的聊天对话框</span><strong style="color: blue;"><span style="color: black;">配置“用户想要<span style="color: black;">更加多</span>信息”对话框</span></strong><span style="color: black;">最后，<span style="color: black;">咱们</span>需要配置“用户想要<span style="color: black;">更加多</span>信息”的对话框，以备用户继续询问<span style="color: black;">更加多</span>的问题。此处的对话框与之前的默认对话框基本相同，只需稍微修改问候语<span style="color: black;">就可</span>，<span style="color: black;">因此呢</span><span style="color: black;">咱们</span><span style="color: black;">这里</span>就不赘述了。</span><span style="color: black;">值得<span style="color: black;">重视</span>的是，一旦您<span style="color: black;">把握</span>了对话框创建的基本流程，就请<span style="color: black;">运用</span>复制功能来节省时间。您可能已<span style="color: black;">重视</span>到，“用户想要<span style="color: black;">更加多</span>信息”对话框，有效地实现了与默认对话框的相同目的。<span style="color: black;">因此呢</span>，<span style="color: black;">咱们</span>完全<span style="color: black;">能够</span>复制默认对话框，并直接对其进行编辑。</span><span style="color: black;">完整的对话框如下图所示：</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">“<span style="color: black;">最后</span>用户想要<span style="color: black;">更加多</span>信息”对话框</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 07&nbsp;&nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">第 7 步：测试聊天<span style="color: black;">设备</span>人</span></strong></span></p><span style="color: black;">至此，所有的对话框已配置完成，<span style="color: black;">咱们</span><span style="color: black;">能够</span><span style="color: black;">运用</span>Infobip Simulator来对其进行测试。</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">测试聊天<span style="color: black;">设备</span>人</span><span style="color: black;">1、单击模拟器（Simulator）选项卡。</span><span style="color: black;">2、单击“<span style="color: black;">起始</span>模拟（START SIMULATION）”按钮。</span><span style="color: black;">3、在“发送<span style="color: black;">信息</span>”的框中键入<span style="color: black;">信息</span>，以查看<span style="color: black;">设备</span>人会<span style="color: black;">怎样</span>响应。</span><span style="color: black;">4、<span style="color: black;">按照</span>测试结果，按需<span style="color: black;">调节</span>聊天<span style="color: black;">设备</span>人的设置。<span style="color: black;">同期</span>，您<span style="color: black;">能够</span><span style="color: black;">运用</span>模拟器中的按钮来<span style="color: black;">帮助</span>调试。例如，在下面的屏幕截图中，<span style="color: black;">咱们</span><span style="color: black;">能够</span>看到To dialog的<span style="color: black;">规律</span>触发了Dialog start。它会以延迟的方式打开，<span style="color: black;">而后</span>执行“发送文本”的操作。</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 08&nbsp;&nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;">第 8 步：激活自助客户支持聊天<span style="color: black;">设备</span>人</strong></span></p><span style="color: black;"><span style="color: black;">此刻</span>，您<span style="color: black;">能够</span><span style="color: black;">经过</span>单击屏幕右上角的“激活（ACTIVATE）”按钮，来激活聊天<span style="color: black;">设备</span>人。</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;"><span style="color: black;">经过</span>单击激活按钮激活聊天<span style="color: black;">设备</span>人</span><span style="color: black;">该聊天<span style="color: black;">设备</span>人将在您的Infobip门户网站中<span style="color: black;">表示</span>出来，<span style="color: black;">同期</span>您<span style="color: black;">能够</span><span style="color: black;">根据</span>Number/Page列中所列出的编号，向WhatsApp发送<span style="color: black;">信息</span>。</span><img src="data:image/svg+xml,%3C%3Fxml version=1.0 encoding=UTF-8%3F%3E%3Csvg width=1px height=1px viewBox=0 0 1 1 version=1.1 xmlns=http://www.w3.org/2000/svg xmlns:xlink=http://www.w3.org/1999/xlink%3E%3Ctitle%3E%3C/title%3E%3Cg stroke=none stroke-width=1 fill=none fill-rule=evenodd fill-opacity=0%3E%3Cg transform=translate(-249.000000, -126.000000) fill=%23FFFFFF%3E%3Crect x=249 y=126 width=1 height=1%3E%3C/rect%3E%3C/g%3E%3C/g%3E%3C/svg%3E" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">Number/Page中列出了编号</span><span style="color: black;"><strong style="color: blue;">&nbsp; &nbsp;PA<span style="color: black;">RT 09&nbsp;&nbsp;</span></strong></span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;"><span style="color: black;">下一步展望</span></strong></span></p><span style="color: black;">至此，<span style="color: black;">咱们</span><span style="color: black;">已然</span>完<span style="color: black;">成为了</span>一个<span style="color: black;">能够</span>处理基本客户服务工作流程的聊天<span style="color: black;">设备</span>人。当然，<span style="color: black;">咱们</span>只触及了聊天<span style="color: black;">设备</span>人的基本“皮毛”。在真实的<span style="color: black;">需要</span>场景中，您需要将智能化和更<span style="color: black;">繁杂</span>的工作流予以分层，以<span style="color: black;">加强</span>其服务效率。</span><span style="color: black;">总地说来，您<span style="color: black;">能够</span>从如下三个方面进行进一步探索：</span><span style="color: black;">意图：<span style="color: black;">经过</span>自定义服务意图，您<span style="color: black;">能够</span>让聊天<span style="color: black;">设备</span>人更好地<span style="color: black;">认识</span>客户的<span style="color: black;">需要</span>，并<span style="color: black;">供给</span>更高响应的命中率。</span><span style="color: black;">自然语言处理：<span style="color: black;">日前</span>，Answers平台能够支持NLP。即<span style="color: black;">运用</span>户与关键字或同义词不完全匹配，聊天<span style="color: black;">设备</span>人<span style="color: black;">亦</span>应当能够<span style="color: black;">经过</span>“推理”，<span style="color: black;">供给</span>高质量的响应。</span><span style="color: black;">属性：在本例中，<span style="color: black;">咱们</span><span style="color: black;">无</span>对<span style="color: black;">信息</span>进行个性化的设置。而<span style="color: black;">经过</span>属性设置，<span style="color: black;">咱们</span><span style="color: black;">能够</span>让聊天<span style="color: black;">设备</span>人更好地学习和理解用户，<span style="color: black;">从而</span>改善用户的体验。</span>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">原文链接：</span></p>
    <p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">https://dzone.com/articles/create-a-self-service-customer-support-chatbot-wit</span></p><span style="color: black;"><strong style="color: blue;"><span style="color: black;">译者介绍</span></strong></span><span style="color: black;">陈峻 （Julian Chen），51CTO社区编辑，<span style="color: black;">拥有</span>十<span style="color: black;">数年</span>的IT项目实施经验，善于对内<span style="color: black;">外边</span>资源与<span style="color: black;">危害</span>实施管控，专注传播网络与信息安全知识与经验；<span style="color: black;">连续</span>以博文、专题和译文等形式，分享前沿技术与新知；经常以线上、线下等方式，开展信息安全类培训与授课。</span>
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查看完整版本: 怎么样创建一个无代码的自助客户聊天设备人