向 Agent Assist 提供意見回饋

本指南說明如何將特定建議答案的品質意見回饋傳送給 Agent Assist。這項資訊會用來提升日後建議回覆的品質。

意見回饋類型

意見回饋分為兩類。answerFeedback 物件中的欄位會傳達兩種意見回饋類型的相關資訊：

  1. 隱含意見回饋：服務專員是否點選建議答案。這項資訊包含在布林值 clicked 欄位中。
  2. 明確意見回饋：代理提供的答案正確程度，或與答案相關的其他詳細資訊。correctnessLevel 欄位會顯示正確程度。如有需要，可以將其他詳細資料以 AgentAssistantFeedback 物件的形式新增至 agentAssistDetailFeedback 欄位。

向 Agent Assist 提供意見回饋

每個 Agent Assist 回應中都有 Answers 欄位 (例如 faqAnswers、articleAnswers 和 smartReplyAnswers)。如要提供答案相關意見，請找出答案記錄的資源名稱。資源名稱的格式為「projects/project-id/answerRecords/answer-record-id」。使用答案記錄呼叫 UpdateAnswerRecord 方法，傳送有關答案的 AnswerFeedback。

生成式知識輔助

生成式知識輔助功能可回答服務專員的問題，或主動建議問答組合。這兩項功能需要不同的 JSON 要求才能傳送意見回饋。

使用答案記錄呼叫 UpdateAnswerRecord 方法，傳送 AnswerFeedback 來指出可能的意見回饋事件：

  • displayed：是否向真人服務專員顯示建議。
  • clicked：真人服務專員是否點選建議。
  • correctness_level：建議是否正確。常見的用途是提供「喜歡」和「不喜歡」按鈕，供真人服務專員提供意見回饋。
  • answer_copied：真人服務專員是否複製答案。
  • clicked_uris：真人服務專員點選的 URI。

智慧回覆

使用答案記錄呼叫 UpdateAnswerRecord 方法，傳送 AnswerFeedback 來指出兩項意見回饋事件：

  1. 顯示：代理程式 UI 中顯示了建議 (由智慧回覆建議中傳回的 answer-record-id 識別)。
  2. clicked：服務專員點選了建議 (由智慧回覆建議中傳回的 answer-record-id 識別)。

系統已向服務專員顯示建議。 

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

服務專員點選了建議。

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

文章建議和常見問題解答

以下範例說明如何從代理程式傳送直接意見回饋，回應代理程式是否被詢問建議的正確性。correctnessLevel 欄位可以是 FULLY_CORRECT、PARTIALLY_CORRECT、NOT_CORRECT、CORRECTNESS_LEVEL_UNSPECIFIED。

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

以下範例說明如何傳送僅限點擊的間接意見回饋：

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

摘要功能會根據意見回饋，計算查看或編輯摘要所花的時間，以及編輯率。

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

摘要意見回饋也支援更新各節的摘要。注意：一次只能更新一個欄位，也就是 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