向 Agent Assist 提供意見回饋

本指南說明如何向 Agent Assist 回報特定建議答案的品質。這項資訊可用於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。兩種意見回饋類型的相關資訊，都會透過 answerFeedback 物件中的欄位傳達：

  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：代理人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，也可以在 agentAssistDetailFeedback 欄位中以 AgentAssistantFeedback 物件的形式新增其他詳細資料。

提供 Agent Assist 意見回饋

每個 Agent Assist 回應中都有 Answers 欄位 (例如 faqAnswers、articleAnswers 和 smartReplyAnswers)。如要提供答案的意見回饋，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，或主動建議問題和答案組合。這兩項功能需要不同的 JSON 要求才能傳送意見回饋。

使用回覆記錄呼叫 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。
  • answer_copied：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，指出兩個意見回饋事件：

  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：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，回應代理程式被詢問建議正確性。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