向 Agent Assist 发送反馈

本指南介绍如何向 Agent Assist 发送有关特定建议回复的质量的反馈。此信息用于改善将来的建议回复的质量。

反馈类型

反馈分为两类。answerFeedback 对象中的字段传达有关这两种反馈类型的信息：

  1. 隐式反馈：客服是否点击建议的回答。此信息包含在布尔值 clicked 字段中。
  2. 显式反馈：回复的正确性或其他有关回复的详细信息，由客服提供。正确性由 correctnessLevel 字段传达。您可以选择将其他详细信息作为 AgentAssistantFeedback 对象添加到 agentAssistDetailFeedback 字段中。

向 Agent Assist 发送反馈

每个 Agent Assist 响应中都有一个 Answers 字段（例如 faqAnswers、articleAnswers 和 smartReplyAnswers）。如需提供有关回答的反馈，请找到回答记录的资源名称。资源名称的格式为“projects/project-id/answerRecords/answer-record-id”。使用回答记录调用 UpdateAnswerRecord 方法，发送有关回答的 AnswerFeedback。

生成式知识辅助

生成式知识辅助功能可以回答客服人员的问题，也可以主动建议问题和答案对。这两项功能需要不同的 JSON 请求才能发送反馈。

使用回复记录调用 UpdateAnswerRecord 方法，发送 AnswerFeedback 以指示可能的反馈事件：

  • displayed：建议是否显示给人工客服。
  • clicked：人工客服是否点击了建议。
  • correctness_level：建议是否正确。一个典型的用例是提供“我喜欢”和“不喜欢”按钮，供人工客服提供反馈。
  • answer_copied：人工客服是否复制了回答。
  • clicked_uris：人工客服点击的 URI。

智能回复

使用回答记录调用 UpdateAnswerRecord 方法发送 AnswerFeedback，以指示两个反馈事件：

  1. 显示：代理界面中显示了建议（由智能回复建议中返回的 answer-record-id 标识）。
  2. clicked：客服点击了某个建议（由智能回复建议中返回的 answer-record-id 标识）。

向客服人员显示了建议。 

curl -X PATCH 

     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" 

     -H "x-goog-user-project: quota-project-id" 

     -H "Content-Type: application/json" -d 

'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "displayed": true
  }
}' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback

代理点击了建议。 

curl -X PATCH 

     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" 

     -H "x-goog-user-project: quota-project-id" 

     -H "Content-Type: application/json" -d 

'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "clicked": true
  }
}' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback

文章建议和常见问题解答辅助

以下示例展示了当系统询问客服建议的正确性时，如何发送客服的直接反馈。correctnessLevel 字段可以是 FULLY_CORRECT、PARTIALLY_CORRECT、NOT_CORRECT、CORRECTNESS_LEVEL_UNSPECIFIED 之一。

curl -X PATCH \
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
     -H "x-goog-user-project: quota-project-id" \
     -H "Content-Type: application/json" -d \
'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "correctnessLevel": "FULLY_CORRECT",
    "agentAssistantDetailFeedback": {},
    "clicked": true
  }
}' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback

以下示例展示了如何发送仅点击的间接反馈：

curl -X PATCH \
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
     -H "x-goog-user-project: quota-project-id" \
     -H "Content-Type: application/json" -d \
'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "clicked": true
  }
}' https://dialogflow.googleapis.com/v2/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback

摘要

总结功能会使用反馈来计算用户在查看或修改总结时花费的时间以及修改率。

curl -X PATCH \
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
     -H "x-goog-user-project: quota-project-id" \
     -H "Content-Type: application/json" -d \
'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "agentAssistantDetailFeedback": {
      "summarizationFeedback": {
        "startTimestamp": "2022-10-15T02:10:11.414Z",
        "submitTimestamp": "2022-10-15T02:12:41.000012345Z",
        "summaryText": "submitted summary"
      }
    }
  }
}' \
https://dialogflow.googleapis.com/v2beta1/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback.agent_assistant_detail_feedback.summarization_feedback

总结反馈还支持更新每个部分中的总结。注意：一次只能更新一个字段，即 summarizationFeedback.summaryText 或 summarizationFeedback.textSections。

curl -X PATCH \
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
     -H "x-goog-user-project: quota-project-id" \
     -H "Content-Type: application/json" -d \
'{
  "name": "projects/project-id/answerRecords/answer-record-id",
  "answerFeedback": {
    "agentAssistantDetailFeedback": {
      "summarizationFeedback": {
        "startTimestamp": "2022-10-15T02:10:11.414Z",
        "submitTimestamp": "2022-10-15T02:12:41.000012345Z",
        "textSections": {
          "section a": "section a summary",
          "section b": "section b summary"
        }
      }
    }
  }
}' \
https://dialogflow.googleapis.com/v2beta1/projects/project-id/answerRecords/answer-record-id?updateMask=answer_feedback.agent_assistant_detail_feedback.summarization_feedback