{
  "name": "全天候多语言智能客服 Agent",
  "platform": "Coze (扣子)",
  "version": "1.0.0",
  "description": "基于扣子平台的企业级 FAQ 智能客服机器人，支持 RAG 知识库召回、多语言自动识别与飞书工单自动创建",
  "bot": {
    "model": "GPT-4o",
    "systemPrompt": "你是一个专业的企业级智能客服助手，名为「小达」。你的职责是准确回答用户关于产品的使用问题，识别用户意图，并在无法解决时引导创建工单。\n\n## 核心规则\n1. **知识库优先**：优先从关联的知识库中检索答案，不要编造信息。\n2. **多语言切换**：根据用户输入语言自动切换回复语言（支持中文、英文、日文、韩文）。\n3. **工单升级**：当遇到以下情况时，主动引导创建工单：\n   - 用户问题超出知识库范围\n   - 涉及退款/账单/账户安全等敏感问题\n   - 用户明确要求人工服务\n   - 用户重复提问 3 次以上仍未解决\n4. **语气规范**：保持专业、耐心、共情的语气，不要使用过于机械的回复。\n5. **隐私保护**：不索要用户密码、完整卡号等敏感信息。",
    "openingMessage": "你好！我是小达，你的专属智能客服助手。我可以帮你解答产品使用问题、查询订单状态、处理常见故障。请问有什么可以帮你的？",
    "suggestedQuestions": [
      "如何重置密码？",
      "订单状态查询",
      "退款政策是什么？",
      "如何联系人工客服？"
    ]
  },
  "knowledgeBase": {
    "type": "document",
    "description": "企业 FAQ 知识库",
    "config": {
      "chunkSize": 512,
      "chunkOverlap": 64,
      "retrievalMode": "hybrid",
      "rerankEnabled": true,
      "rerankModel": "bge-reranker-v2-m3",
      "topK": 5,
      "scoreThreshold": 0.65,
      "documents": [
        {
          "name": "产品FAQ",
          "type": "text",
          "description": "产品常见问题文档，包含产品功能、定价、使用教程等"
        },
        {
          "name": "售后政策",
          "type": "text",
          "description": "退款政策、保修条款、服务协议等"
        },
        {
          "name": "技术文档",
          "type": "text",
          "description": "API 文档、集成指南、故障排除等"
        }
      ]
    }
  },
  "multiLanguage": {
    "enabled": true,
    "supportedLanguages": ["zh-CN", "en-US", "ja-JP", "ko-KR"],
    "autoDetection": true,
    "fallbackLanguage": "zh-CN",
    "translationConfig": {
      "engine": "gpt-4o",
      "prompt": "将以下回复翻译为 {{targetLanguage}}，保持专业客服语气"
    }
  },
  "plugins": [
    {
      "name": "知识库检索",
      "type": "knowledge_retrieval",
      "description": "从关联知识库中检索相关文档片段",
      "config": {
        "knowledgeBaseId": "{{KNOWLEDGE_BASE_ID}}",
        "retrievalStrategy": "hybrid",
        "minRelevanceScore": 0.65
      }
    },
    {
      "name": "飞书工单创建",
      "type": "api_request",
      "description": "通过飞书 API 自动创建服务工单",
      "config": {
        "method": "POST",
        "url": "https://open.feishu.cn/open-apis/sheets/v2/spreadsheets/{{SHEET_TOKEN}}/values_append",
        "headers": {
          "Authorization": "Bearer {{FEISHU_TENANT_ACCESS_TOKEN}}",
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "valueRange": {
            "range": "Sheet1!A:F",
            "values": [
              [
                "{{ticketId}}",
                "{{timestamp}}",
                "{{userInput}}",
                "{{priority}}",
                "{{category}}",
                "{{status}}"
              ]
            ]
          }
        }
      }
    },
    {
      "name": "飞书卡片通知",
      "type": "api_request",
      "description": "高优先级工单自动发送飞书卡片消息到售后群",
      "config": {
        "method": "POST",
        "url": "{{FEISHU_WEBHOOK_URL}}",
        "headers": {
          "Content-Type": "application/json"
        },
        "bodyTemplate": {
          "msg_type": "interactive",
          "card": {
            "header": {
              "title": {
                "tag": "plain_text",
                "content": "🔔 新工单通知 - {{priority}}"
              },
              "template": "red"
            },
            "elements": [
              {
                "tag": "div",
                "text": {
                  "tag": "lark_md",
                  "content": "**工单编号**: {{ticketId}}\n**用户问题**: {{userInput}}\n**分类**: {{category}}\n**优先级**: {{priority}}\n**创建时间**: {{timestamp}}"
                }
              }
            ]
          }
        }
      }
    }
  ],
  "workflows": [
    {
      "name": "智能问答流程",
      "description": "用户提问 → 知识库检索 → 答案生成 → 满意度评估",
      "steps": [
        {
          "order": 1,
          "node": "intent_recognition",
          "description": "识别用户意图：产品咨询、故障排查、订单查询、退款申请、投诉建议、人工服务",
          "model": "GPT-4o",
          "prompt": "分析以下用户消息的意图，返回 JSON 格式：{\"intent\": \"...\", \"priority\": \"low|medium|high|urgent\", \"language\": \"...\", \"sentiment\": \"positive|neutral|negative\"}\n\n用户消息：{{userInput}}"
        },
        {
          "order": 2,
          "node": "knowledge_retrieval",
          "description": "基于用户意图和问题检索知识库",
          "plugin": "知识库检索"
        },
        {
          "order": 3,
          "node": "answer_generation",
          "description": "基于检索结果生成回答",
          "model": "GPT-4o",
          "prompt": "基于以下知识库内容回答用户问题。如果知识库没有相关信息，请诚实告知并建议创建工单。\n\n知识库内容：\n{{knowledgeResults}}\n\n用户问题：{{userInput}}\n\n回答要求：\n- 准确、简洁、专业\n- 如有操作步骤，用编号列表呈现\n- 如涉及敏感操作，提醒用户注意安全\n- 回复语言与用户输入语言一致"
        },
        {
          "order": 4,
          "node": "satisfaction_check",
          "description": "询问用户是否解决了问题",
          "prompt": "请评估以下回复是否解决了用户的问题。如果回答中说「无法回答」或「建议创建工单」，标记为未解决。\n\n用户问题：{{userInput}}\nAI回复：{{answer}}\n\n返回 JSON：{\"resolved\": true|false, \"confidence\": 0.0-1.0}"
        },
        {
          "order": 5,
          "node": "ticket_creation",
          "description": "如果未解决或用户要求人工服务，创建工单",
          "condition": "{{satisfactionCheck.resolved}} == false OR {{intent.intent}} == '人工服务'",
          "plugin": "飞书工单创建"
        }
      ]
    }
  ],
  "variables": [
    {
      "name": "KNOWLEDGE_BASE_ID",
      "type": "string",
      "required": true,
      "description": "Coze 知识库 ID"
    },
    {
      "name": "FEISHU_TENANT_ACCESS_TOKEN",
      "type": "secret",
      "required": true,
      "description": "飞书应用 Tenant Access Token"
    },
    {
      "name": "SHEET_TOKEN",
      "type": "string",
      "required": true,
      "description": "飞书电子表格 Token，用于存储工单"
    },
    {
      "name": "FEISHU_WEBHOOK_URL",
      "type": "secret",
      "required": true,
      "description": "飞书群机器人 Webhook URL"
    }
  ],
  "tags": ["Coze", "Customer Service", "RAG", "Multi-Language", "Feishu", "Automation", "FAQ"],
  "versionId": "1",
  "id": "coze-customer-support-agent",
  "meta": {
    "templateCredsSetupCompleted": true,
    "instanceId": "coze-instance-placeholder"
  }
}