Riba:
- Ikon sarrafa tambayoyin da ake yi akai-akai, jigilar kaya/dawowa da ƙa'idodin sauti tare da tallafin bayanan ɗan adam na chatbot da ba da amsa daftarin aiki
- Ikon saita ƙofofin haɓakar ɗan adam da samar da amsa bisa tushen ilimi
- Chatbot na iya ganin haɗarin bayanan da ba daidai ba, alkawuran ƙarya da take hakki na sirri kuma ya kiyaye kowane martani ga abokin ciniki.
A cikin kantin sayar da e-commerce, sabis na abokin ciniki shine ci gaba na tallace-tallace. "Ina kayana?", "Yaya zan dawo?", "Shin wannan samfurin zai dace da girmana?", "Yaushe za a mayar da kuɗina?" Yawancin tambayoyi irin waɗannan suna maimaitawa kuma suna fitowa sau ɗaruruwan a rana. A ƙarƙashin wannan nauyin, ƙungiyar ta gaji, lokutan amsawa suna ƙaruwa, kuma gamsuwar abokin ciniki yana raguwa. Hankali na wucin gadi (AI) yana aiki anan cikin nau'i biyu: azaman chatbot wanda ke magana kai tsaye ga abokin ciniki (mataimakin taɗi ta atomatik) ko a matsayin mataimaki wanda ke ba da shawarar daftarin amsa ga ƙungiyar. A cikin duka biyun, mulkin zinariya iri ɗaya ne: alhakin kowane amsa ga abokin ciniki yana tare da kantin sayar da; Ko da bayanin da chatbot "ya yi" yana daure a kan ku. A cikin wannan rukunin, za mu koyi yadda ake saita chatbot cikin aminci, daidai kuma daidai da sautin alamar.
Sharadi biyu. Tushen ilimi shine saitin bayanan zamani da kuka yarda wanda chatbot ke dogaro da amsoshinsa: lokutan jigilar kaya, manufofin dawowa, tambayoyin da ake yawan yi, FAQs na samfur. Haɓakawa shine canja wurin yanayi mai haɗari wanda chatbot ba zai iya warwarewa ga ɗan adam ba. Kyakkyawan chatbot yana manne da tushen ilimin sa kuma yana tura shi ga ɗan adam a kan kari.
Daidaitaccen gine-gine na chatbot
Amintaccen sabis na abokin ciniki chatbot ya ƙunshi yadudduka uku.
1) Amsa tushen ilimi. Ya kamata chatbot ɗin ya samar da amsoshin tambayoyi daga takaddun zamani waɗanda kuka amince da su, ba daga “ilimin gama-gari” nasa ba. Hanyar fasaha don yin wannan ita ce hanyar da ake kira RAG (Retrieval-Augmented Generation): samfurin ya fara samo abin da ya dace daga tushen ilimin ku, sannan ya rubuta amsa dangane da haka kawai. Don haka, bayanai kamar "kwanaki 14 na dawowa" ba a yi su ba, sun fito ne daga manufofin gaske.
2) Dokokin iyaka da haɓakawa. Abin da chatbot zai iya ba da amsa yana bayyana a sarari. Yanayi kamar tattaunawar farashi, gunaguni, samfuran lalacewa, matsalolin biyan kuɗi, barazanar doka yakamata a ba da su ga ɗan adam. Ya kamata mai chatbot ya iya cewa "Ban sani ba" kuma ya wakilta shi; Mafi haɗari na chatbot shine wanda yake amsa da tabbaci ga abin da bai sani ba.
3) Sauti da alamar sauti. Abokin hira ya kamata yayi magana da muryar shagon: haƙuri, mutuntawa, bayyananne. Zuwa ga abokin ciniki mai fushi, ba kariya ba, amma cikin nutsuwa; Amsar tambayar fasaha ya kamata ya zama mai sauƙi, ba mai rikitarwa ba.
Tebu mai zuwa yana nuna wane batu za a yi magana da kuma yadda:
Magana
Me chatbot yake yi?
Kammalawa
kaya tracking
Tushen ilimi + matsayi
amsa ta atomatik
Manufar dawowa
Karatu daga tushen ilimi
amsa ta atomatik
Bayanin samfur
An karanta daga FAQ samfurin
amsa ta atomatik
Batun biyan kuɗi/mayarwa
Yana ba da bayanai, sannan wakilai
karuwa
Koka/fushi
Kwantar da hankali, canja wuri
Haɓaka (mutum)
Barazana na doka / latsa
Canja wurin, adana bayanai
Mai gudanarwa
Gudanar da sautin murya da abokan ciniki masu fushi
Lokacin mafi wahala a cikin sabis na abokin ciniki shine abokin ciniki mai fushi. AI yana da kyau taimako a cikin laushi wannan lokacin saboda baya ƙare haƙuri kuma baya zama mai tsaro. Babban mataimaki na chatbot / daftarin aiki da farko ya gane motsin rai ("Na yi hakuri da jinkirin da kuke fuskanta"), sannan ya ba da ingantaccen bayani ("Na duba odar ku, ana jigilar shi a yau; za mu iya mayar da kuɗin jigilar kaya idan kuna so"). Abu mai mahimmanci ba shine yin alkawuran banza ba: idan chatbot ya yi alkawarin da ba zai iya sarrafawa ba, kamar "isar da gobe", wannan alkawarin zai ɗaure kantin sayar da kaya kuma idan ba a iya kiyaye shi ba, amincewa zai rushe gaba daya.
Tukwici: Ka bayyana wa chatbot ɗinka cewa "kada ku taɓa yin alkawuran da ba za ku iya cikawa ba". Bari kawai ya gaya muku bayanan da ya tabbatar daga tsarin, kamar kwanan watan bayarwa, lokacin dawowa, hannun jari, da sauransu; Idan bai iya tabbatarwa ba, bari ya ce "za mu duba mu dawo gare ku" ya mika.
Samfura huɗu masu kwafi
1) Chatbot system instruction (installation):
Matsayinku: [alama] mataimakin sabis na abokin ciniki. Sautin: mai haƙuri, mai mutuntawa, mai sauƙi, abokantaka. Amsa kawai bisa tushen ilimi mai zuwa:[manufofin dawowa, lokutan jigilar kaya, FAQ…] RULES: - Kada ku sanya duk wani bayanin da ba a cikin tushen ilimin ku ba. Tace "zamu duba mu dawo gare ku" sannan a tura shi. - Kawai faɗi abin da aka tabbatar a cikin tsarin akan batutuwa kamar ranar bayarwa, lokacin dawowa. - Idan akwai korafi, matsalar biyan kuɗi, lalacewa ko batun shari'a, aika shi ga ɗan adam. - Kada ku nema kuma ku maimaita bayanan sirri na abokin ciniki ba dole ba.
2) Daftarin amsa (ga ƙungiyar):
Saƙon abokin ciniki: [saƙo].Tsarin tsari (wanda ba a san shi ba): [tsari, misali. "a cikin jigilar kaya, jinkirin kwanaki 2"].Muryar alama: mai haƙuri, mai warwarewa.Aiki: daftarin madadin amsoshi 2: gajere ɗaya, bayani ɗaya. Kada ku yi alkawuran banza; kawai amfani da mahallin da aka bayar.
3) Fushi abokin ciniki laushi:
Abokin ciniki ya fusata sosai. Sako: [sako]. Halin da ake ciki na ainihi: [yanayin] .Aiki: na farko maraba da jin daɗin gaske, sa'an nan kuma ba da bayani mai ma'ana da gaskiya. Doka: kada ku sami kariya, kada ku zargi, kada ku yi alkawarin abin da ba za ku iya sarrafawa ba.
4) Ƙirƙirar FAQ (ƙaddamar da tushen ilimi):
Ƙirƙiri batutuwa 15 da suka fi dacewa daga tambayoyin abokin ciniki na ainihi a ƙasa.Tambayoyi: [jeri] .Aiki: ga kowane batu, rubuta taƙaitaccen amsar FAQ dangane da manufofin kantin sayar da.
Keɓantawa da tsaro
Yayin magana da abokin ciniki, chatbot yana shiga cikin hulɗa da bayanan sirri: suna, lambar tsari, adireshin, wani lokacin tambayar biyan kuɗi. Dokoki guda uku. Neman bayanan da ba dole ba: chatbot yakamata ya nemi mafi ƙarancin bayanin da ake buƙata don tabbatar da ainihi, amma ba ƙari ba. Cire bayanai: yarjejeniyar sarrafa bayanai da bin KVKK/GDPR suna da mahimmanci a cikin shigarwa wanda ke canza bayanan abokin ciniki zuwa kayan aikin ɓangare na uku. Tabbatarwa: kafin raba bayanin asusu/oda, chatbot dole ne ya tabbatar da amincin cewa ɗayan shine ainihin ma'ajin; In ba haka ba, mai zamba zai iya fitar da bayanan odar wani daga chatbot.
Tsanaki: Gaskiyar cewa chatbot yana da "taimako" na iya juya zuwa rashin lafiyar sirri. Bayar da bayanai kamar "odar ku yana zuwa wannan adireshin" ba tare da tabbatarwa ba yana buɗe ƙofar zuwa hare-haren injiniyan zamantakewa. Tabbatarwa kafin mahimman bayanai yakamata ya zama tilas.
uku mini lokuta
Case 1 - Rage lodi. Wani shago ya gano cewa kashi 60% na saƙonnin da ke shigowa sune "inda kayana suke" da "yadda ake dawowa." Botbot na tushen ilimi kai tsaye ya amsa waɗannan batutuwa guda biyu kai tsaye; Tawagar ta mayar da hankali kan ragowar kashi 40% mai sarkakiya. Matsakaicin lokacin amsawa ya ragu daga sa'o'i zuwa mintuna, kuma gamsuwa ya karu.
Case 2 - Manufofin da aka yi. Botbot wanda ba a haɗa shi da tushen ilimin ya ce "kwana 30" daga cikakkun bayanan sa lokacin da aka tambaye shi "kwana nawa ne lokacin dawowar ku?" alhali tsarin shagon ya kasance kwanaki 14. Rigima ta taso lokacin da abokin ciniki ya nemi maidowa a ranar 20th. Darasi: dole ne chatbot ya haɗa zuwa ainihin, ingantaccen tsari.
Shari'a 3 - Injiniya na zamantakewa. Wani mutum ya rubuta odar lambar wani a cikin chatbot ya ce, "Shin za ku iya tabbatar da adireshina?" Adireshin da ba a tantance ba ya ce; keta sirri ne. A cikin gyaran, tabbatarwa kafin mahimman bayanai an wajabta.
Rauni mai ƙarfi / Ƙarfi mai ƙarfi
Rawanin faɗakarwa:
Gina chatbot wanda ke ba da amsoshi masu kyau ga tambayoyin abokin ciniki.
Ba tare da tushen bayanai ba, sautin murya, haɓakawa da ƙa'idodin sirri, chatbot yana haɓakawa, yana ba da alkawuran wofi, yana leaks bayanai.
Ƙarfi mai ƙarfi:
Matsayinku: Mataimakin sabis na abokin ciniki na NarBahçe. Sautin: abokantaka, mai haƙuri, bayyananne. Ka kafa amsoshinka kawai akan wannan tushen ilimin: [ya dawo da kwanaki 14, aikawa 1-3 kwanakin kasuwanci, FAQ ...] .Dokokin: sanya abin da ba a cikin tushen ilimin ba, ka ce "za mu duba kuma mu dawo" da wakilai; Kawai gaya mana abin da aka tabbatar a cikin tsarin game da ranar bayarwa da lokacin dawowa; Bayar da korafi/biya/lalacewa/ batun shari'a ga ɗan adam; tabbatar da ainihi kafin mahimman bayanai; neman bayanan sirri mara amfani.
Kuskuren gama gari
- Ba haɗi zuwa tushen ilimi ba. The chatbot ƙirƙira manufofin da kuma haɗa ku da ƙarya alkawari.
- Ba saita ƙa'idodin haɓakawa ba. Chatbot wanda ke amsa abin da bai sani ba shine mafi haɗari.
- Yin alkawuran banza. Isarwa mara kulawa/dawo da alkawura yana lalata amana.
- Ketare tantancewa. Bayar da mahimman bayanai yana buɗe kofa ga injiniyan zamantakewa.
- Neman / adana bayanan sirri mara amfani. Hadarin cin zarafin KVKK/GDPR.
- Yin watsi da sautin alamar. Robotic ko sautin tsaro zai kori abokin ciniki.
a takaice
Sabis na sabis na abokin ciniki yana mai da hankali kan ƙungiyar kan batutuwa masu rikitarwa ta hanyar amsa maimaita tambayoyin da sauri da kuma a kai a kai. Amma akwai sharuɗɗa guda uku don zama lafiya: ƙaddamar da amsoshin akan tushen ilimin da aka yarda (manufa ta ainihi maimakon sanyawa), canja wurin da ba a iya amfani da shi ba da kuma yanayi mai haɗari ga mutane (ɗaukarwa), magana da murya mai alama kuma ba tare da alkawuran komai ba. Kar a tattara bayanan sirri mara amfani, tabbatar da ainihi kafin bayanai masu mahimmanci. Duk martani ga abokin ciniki yana ɗaure ku; Ko da chatbot ya sanya shi, alhakin ku ne.
Aikin aikace-aikace
Mai da saƙon abokin ciniki 100 na ƙarshe (wanda ba a san shi ba); Cire batutuwa 10 da suka fi kowa yawa. Ware waɗanda za a iya amsawa kai tsaye da waɗanda ke buƙatar mika wa mutane. Write a setup script that includes knowledge base, tone, escalation, and privacy rules with the "Chatbot system instruction" template. Sannan ƙirƙira martani ga saƙon abokin ciniki mai fushi tare da samfurin “Angry abokin ciniki taushi” kuma saka idanu akan alkawuran ƙarya da sirri.
jerin abubuwan dubawa
- [ ] Na danganta martanin chatbot zuwa ingantaccen tushe na ilimi na zamani.
- [ ] Na ayyana ƙa'idar haɓakawa don abubuwan da ba su da iyaka da haɗari.
- [ ] Na bayyana karara cewa "kada ku yi alkawarin wani abu da ba za ku iya kiyayewa ba".
- [ ] Na buƙaci tabbaci kafin bayanai masu mahimmanci.
- [ ] Na hana tattara bayanan sirri da ba dole ba.
- [ ] Na kunna chatbot zuwa sautin alamar kuma na gwada yanayin fushi.