{"id":22019,"date":"2022-07-27T17:24:08","date_gmt":"2022-07-27T09:24:08","guid":{"rendered":"https:\/\/masterconcept.ai\/?p=22019"},"modified":"2024-08-02T17:53:48","modified_gmt":"2024-08-02T09:53:48","slug":"comparison-of-cloud-customer-service-solutions-seven-core-elements-of-a-successful-chatbot-at-a-glance","status":"publish","type":"post","link":"https:\/\/masterconcept.ai\/zh-hant\/blog\/comparison-of-cloud-customer-service-solutions-seven-core-elements-of-a-successful-chatbot-at-a-glance\/","title":{"rendered":"\u96f2\u7aef\u5ba2\u670d\u7cfb\u7d71\u65b9\u6848\u6bd4\u8f03\u63a8\u85a6\uff5c\u6210\u529f Chatbot \u7684\u4e03\u5927\u6838\u5fc3\u95dc\u9375\u4e00\u6b21\u770b\uff01"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\"><strong>\u4f60\u4e86\u89e3\u5ba2\u670d\u7cfb\u7d71\u4e2d\u7684 Chatbot \u662f\u600e\u9ebc\u904b\u4f5c\u7684\u55ce\uff1f<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Chatbot\u662f\u4ec0\u9ebc\uff1f<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u6211\u5011\u7d93\u5e38\u5728\u7db2\u7ad9\u548c\u61c9\u7528\u7a0b\u5f0f\u4e0a\u770b\u898b\u7684 Chatbot\uff08\u804a\u5929\u6a5f\u5668\u4eba\uff09\uff0c\u4e3b\u8981\u662f\u4f01\u696d\uff0f\u54c1\u724c\u900f\u904e\u8a0a\u606f\u5c0d\u8a71\u7684\u804a\u5929\u754c\u9762\u8207\u9867\u5ba2\u4e92\u52d5\uff0c\u63d0\u4f9b\u985e\u4f3c\u65bc\u4ee3\u7406\u4eba\u5de5\u5ba2\u6236\u670d\u52d9\u7684\u4ea4\u6d41\u9ad4\u9a57\u3002\u900f\u904e\u9810\u5148\u8a2d\u5b9a\u597d\u7684\u89f8\u767c\u689d\u4ef6\u548c\u6587\u6848\u3001\u5716\u7247\u56de\u8986\uff0c\u751a\u81f3\u662f\u8a13\u7df4\u6a5f\u5668\u5b78\u7fd2\u7684\u65b9\u5f0f\u8b93 Chatbot \u555f\u7528\u3002\u73fe\u5728\u804a\u5929\u6a5f\u5668\u4eba\u88ab\u4f01\u696d\u5ee3\u6cdb\u4f7f\u7528\u5728\u5404\u7a2e\u60c5\u5883\uff0c\u4f46\u662f\u6700\u5927\u773e\u7684\u9084\u662f\u7528\u65bc\u5ba2\u6236\u670d\u52d9\u4e0a\u3002\u539f\u56e0\u70ba\u5b83\u8f03\u80fd\u9810\u5148\u70ba\u9867\u5ba2\u5feb\u901f\u8655\u7406\u7c21\u55ae\u3001\u4e00\u822c\u5927\u773e\u6700\u5e38\u8a62\u554f\u7684\u554f\u984c\u7b54\u8986\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4f46\u662f\u9700\u8981\u6ce8\u610f\u7684\u662f\uff0c\u6211\u5011\u6240\u898b\u7684 Chatbot \u4e26\u975e\u90fd\u662f\u4e00\u6a23\u7684\u3002\u5176\u5be6\u4e00\u822c\u4f86\u8aaa\u6703\u5206\u70ba\u5169\u7a2e\u4e0d\u540c\u7684\u985e\u578b\uff1a\u57fa\u65bc\u898f\u5247\u7684\u6a5f\u5668\u4eba\u3001\u57fa\u65bc\u6a5f\u5668\u5b78\u7fd2\u7684\u6a5f\u5668\u4eba\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u5ba2\u670d\u7cfb\u7d71Chatbot \u7684\u5169\u5927\u7a2e\u985e<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u3127\u3001\u57fa\u65bc\u898f\u5247\u7684\u6a5f\u5668\u4eba<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u6b64\u985e\u7684\u6a5f\u5668\u4eba\u6703\u6309\u7167\u4e00\u5957\u9810\u5148\u8a2d\u5b9a\u597d\u7684\u898f\u5247\u904b\u884c\uff0c\u901a\u5e38\u662f\u91dd\u5c0d\u5ba2\u6236\u8f03\u70ba\u5e38\u898b\u7684\u554f\u984c\u9810\u5148\u5beb\u597d\u7684\u7b54\u6848\u3002\u9019\u4e9b Chatbot \u662f\u4f7f\u7528\u689d\u4ef6\u5f0f if\/then \u8a9e\u53e5\u7684\u8907\u96dc\u6d41\u7a0b\u5716\u6240\u5efa\u69cb\u7684\uff0c\u4e5f\u5c31\u662f\u6240\u8b02\u7684\u300c\u6c7a\u7b56\u6a39\u300d\u3002\u901a\u5e38\u90fd\u662f\u7528\u56fa\u5b9a\u6309\u9215\u7684\u65b9\u5f0f\u4f86\u5f15\u5c0e\u9867\u5ba2\u9ede\u9078\u8207\u4e4b\u4e92\u52d5\uff0c\u78ba\u4fdd\u9867\u5ba2\u7684\u6bcf\u4e00\u500b\u554f\u984c\u90fd\u6703\u88ab\u56de\u7b54\u5230\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u57fa\u65bc\u898f\u5247\u7684\u6a5f\u5668\u4eba\u96d6\u7136\u5728\u8a2d\u5b9a\u4e0a\u90fd\u8f03\u70ba\u7c21\u55ae\uff0c\u4f46\u662f\u56e0\u70ba\u554f\u984c\u7b54\u6848\u7684\u9078\u64c7\u90fd\u8f03\u70ba\u5ee3\u6cdb\u4e14\u56fa\u5b9a\uff0c\u6709\u6642\u9867\u5ba2\u96d6\u7136\u5f97\u5230\u4e86\u5ba2\u670d\u56de\u8986\uff0c\u537b\u6c92\u6709\u771f\u6b63\u80fd\u5920\u89e3\u6c7a\u5230\u4ed6\u5011\u7684\u7591\u554f\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\u4e8c\u3001<\/strong><strong>\u57fa\u65bc\u6a5f\u5668\u5b78\u7fd2\u7684\u6a5f\u5668\u4eba<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u800c\u6a5f\u5668\u5b78\u7fd2\u6a5f\u5668\u4eba\u5247\u662f\u63d0\u4f9b\u4e86\u66f4\u50cf\u771f\u4eba\u7684\u4e92\u52d5\u3002\u4ed6\u5011\u6703\u5f9e\u4e0a\u4e0b\u6587\u3001\u904e\u5f80\u7684\u4e92\u52d5\u53ca\u5176\u4ed6\u8cc7\u6e90\u4e2d\u5c0b\u627e\u67d0\u4e9b\u8868\u9054\u76f8\u95dc\u610f\u5716\u7684\u77ed\u8a9e\uff0c\u4ee5\u63d0\u4f9b\u9069\u7576\u7684\u56de\u61c9\u3002\u6b64\u5916\uff0c\u4ed6\u5011\u6703\u7d93\u7531\u6bcf\u6b21\u8207\u9867\u5ba2\u7684\u4ea4\u6d41\u4e2d\u4e0d\u65b7\u5b78\u7fd2\uff0c\u96a8\u8457\u5b78\u7fd2\u7684\u6642\u9593\u548c\u6b21\u6578\u8d8a\u591a\uff0c\u4ed6\u5011\u5c07\u53ef\u4ee5\u66f4\u6709\u6548\u4e14\u66f4\u7cbe\u6e96\u5730\u56de\u7b54\u5ba2\u670d\u554f\u984c\u3002<br><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4ee5 Freshworks \u65d7\u4e0b\u7684\u7684\u4eba\u5de5\u667a\u80fd\u804a\u5929\u6a5f\u5668\u4eba <a href=\"https:\/\/masterconcept.ai\/zh-hant\/freshdesk-messaging\/\">Freshdesk Messaging<\/a> \u70ba\u4f8b\uff0c\u5b83\u4fbf\u80fd\u901a\u904e\u6a5f\u5668\u5b78\u7fd2\u4f86\u9032\u884c\u9069\u61c9\u548c\u5b78\u7fd2\u7684\u53cd\u994b\uff0c\u4f86\u4e0d\u65b7\u63d0\u9ad8\u5176\u6027\u80fd\u548c\u61c9\u8b8a\u6027\u3002\u898b\u4ee5\u4e0b\uff1a<\/p>\n\n\n\n<figure class=\"wp-block-video\"><video autoplay controls src=\"https:\/\/blog-assets.freshworks.com\/freshdesk\/wp-content\/uploads\/2018\/09\/26230448\/Freddy-video_edited.mp4?_=1\"><\/video><figcaption class=\"wp-element-caption\">Freshdesk Messaging Chatbot<\/figcaption><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u70ba\u4ec0\u9ebc\u5ba2\u670d\u7cfb\u7d71\u6703\u9700\u8981\u7528\u5230 Chatbot?<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u9996\u5148\uff0c\u6211\u5011\u9700\u8981\u5148\u4e86\u89e3\u5ba2\u670d\u7cfb\u7d71\u4e3b\u8981\u662f\u4e00\u5957\u5354\u52a9\u4f01\u696d\u7ba1\u7406\u7684\u5ba2\u670d\u8edf\u9ad4\u3002\u53ef\u4ee5\u8b93\u5ba2\u670d\u5718\u968a\u5f9e\u9032\u7dda\u670d\u52d9\uff08\u6253\u96fb\u8a71\u8aee\u8a62\u3001\u5b98\u7db2\u6587\u5b57\u5ba2\u670d\u8aee\u8a62\u3001LINE@\u3001FB\u3001IG\u7b49\u793e\u7fa4\u5a92\u9ad4\u5373\u6642\u901a\uff09\u5230\u670d\u52d9\u8ffd\u8e64\uff08\u552e\u4e2d\u3001\u5f8c\u670d\u52d9\uff0c\u5982\u8a02\u55ae\u7ba1\u7406\u3001\u7533\u5831\u6545\u969c\u7dad\u4fee\u7b49\uff09\u7ba1\u7406\u90fd\u80fd\u7701\u6642\u7701\u529b\u5168\u9762\u638c\u63e1\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u986f\u800c\u6613\u898b\u5f97\uff0c Chatbot&nbsp; \u53ef\u4ee5\u5f88\u5b8c\u5584\u5730\u89e3\u6c7a\u5ba2\u670d\u7684\u9032\u7dda\u670d\u52d9\uff0c\u5728\u4f01\u696d\u5ba2\u670d\u5718\u968a\u9762\u81e8\u5927\u91cf\u5de5\u55ae\u3001\u5ba2\u670d\u554f\u984c\u6642\u53ef\u4ee5\u66f4\u597d\u5730\u670d\u52d9\u5ba2\u6236\uff0c\u6e1b\u5c11\u9867\u5ba2\u7b49\u5f85\u6642\u9593\u3001\u6539\u5584\u9867\u5ba2\u670d\u52d9\u6eff\u610f\u5ea6\u3002<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u8a72\u5982\u4f55\u6311\u9078\u9069\u5408\u4f60\u7684 Chatbot \u5ba2\u670d\u7cfb\u7d71?&nbsp;<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u5e02\u9762\u4e0a\u96f2\u7aef\u5ba2\u670d\u7cfb\u7d71\u65b9\u6848\u6bd4\u8f03<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5728\u9019\u65b0\u4e16\u4ee3\uff0c\u5e74\u8f15\u4eba\u5df2\u7d93\u958b\u59cb\u7fd2\u6163\u5728\u7db2\u8def\u4e0a\u7684\u5404\u7a2e\u7ba1\u9053\u8207\u5916\u754c\u6587\u5b57\u8a0a\u606f\u6e9d\u901a\u3002\u56e0\u61c9\u73fe\u5728\u7684\u6d88\u8cbb\u884c\u70ba\uff0c\u4f01\u696d\u958b\u59cb\u5728\u5b98\u7db2\u3001FB\u3001Line\u3001IG\u3001Whatsapp \u7b49\u5e73\u53f0\u4e0a\u8a2d\u7acb\u5ba2\u670d\u5165\u53e3\u4f86\u63d0\u4f9b\u66f4\u597d\u7684\u5ba2\u6236\u670d\u52d9\u3002\u56e0\u6b64\u4f01\u696d\u5728\u9078\u64c7\u5408\u9069\u81ea\u5df1\u7684\u5ba2\u670d\u7cfb\u7d71\u6642\uff0c\u53ef\u4ee5\u5148\u601d\u8003\u76ee\u524d\u5728\u5ba2\u670d\u4e0a\u6240\u9047\u5230\u7684\u96e3\u984c\u70ba\u4f55\uff1f<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">\u3010\u5ef6\u4f38\u95b1\u8b80\u3011<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/masterconcept.ai\/zh-hant\/%E7%B6%B2%E8%AA%8C\/%E5%AE%A2%E6%88%B6%E6%9C%8D%E5%8B%99-%E6%9C%AA%E4%BE%86-ai-%E6%99%BA%E8%83%BD%E5%8B%A2%E4%B8%8D%E5%8F%AF%E6%93%8B%E4%BC%81%E6%A5%AD%E5%AE%A2%E6%9C%8D%E5%A6%82%E4%BD%95\/?utm_source=Blog&amp;utm_medium=internal+link&amp;utm_campaign=Freshworks_blog\" target=\"_blank\" rel=\"noreferrer noopener\">\u3010 \u5ba2\u6236\u670d\u52d9 \u3011\u672a\u4f86 AI \u667a\u80fd\u52e2\u4e0d\u53ef\u64cb\uff01\u4f01\u696d\u5ba2\u670d\u5982\u4f55\u517c\u5177\u667a\u6167\u8207\u6eab\u5ea6\uff1f<\/a><\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u5ba2\u670d\u7cfb\u7d71 Chatbot \u9700\u5177\u5099\u7684\u4e03\u5927\u6210\u529f\u95dc\u9375<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e5f\u56e0\u70ba\u5148\u524d\u6211\u5011\u6240\u63d0\u5230\u7684\uff0c Chatbot \u5728\u5ba2\u670d\u7cfb\u7d71\u4e2d\u626e\u6f14\u8457\u6975\u70ba\u91cd\u8981\u7684\u89d2\u8272\uff0c\u5728\u6311\u9078\u5ba2\u670d\u7cfb\u7d71\u65b9\u6848\u7684\u6642\u5019\uff0c\u53ef\u4ee5\u4f86\u5224\u65b7\u4e00\u4e0b\u6b64\u529f\u80fd\u7684\u7279\u6027\u662f\u5426\u7b26\u5408\u6210\u529f\u7684\u804a\u5929\u6a5f\u5668\u4eba\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #1: <\/strong>\u7121\u4ee3\u78bc (No-code chatbot builder)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u901a\u904e\u7121\u4ee3\u78bc\u7684GUI (\u5716\u5f62\u7528\u6236\u754c\u9762) \u5efa\u7acb\u5668\uff0c\u60a8\u53ef\u4ee5\u6beb\u4e0d\u8cbb\u529b\u5730\u5efa\u7acb\u4e00\u500b\u865b\u64ec\u52a9\u624b\u4f86\u63d0\u4f9b\u7b54\u6848\u548c\u81ea\u52d5\u5316\u89e3\u6c7a\u65b9\u6848\u3002\u9867\u540d\u601d\u7fa9\uff0c\u5728\u4e0d\u5beb\u4e00\u884c\u4ee3\u78bc\u7684\u60c5\u6cc1\u4e0b\u5b8c\u6210\u6240\u6709\u76f8\u95dc\u7684\u64cd\u4f5c\uff0c\u5c31\u7b97\u6c92\u6709\u6280\u8853\u958b\u767c\u80cc\u666f\u4e5f\u53ef\u4ee5\u8f15\u9b06\u5b8c\u6210\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Freshdesk Messaging \u7684\u7121\u4ee3\u78bc\u804a\u5929\u6a5f\u5668\u4eba\u69cb\u5efa\u5668\u6709\u4e00\u500b\u62d6\u653e\u754c\u9762\uff0c\u4f60\u53ef\u4ee5\u5229\u7528\u5b83\u5728\u77ed\u6642\u9593\u5167\u5efa\u7acb\u5de5\u4f5c\u6d41\u7a0b\u3002\u60a8\u4e5f\u53ef\u4ee5\u70ba\u4e0d\u540c\u7684\u60c5\u666f\u8a2d\u7f6e\u591a\u500b\u6c7a\u7b56\u6a39\uff0c\u4e26\u8207\u5404\u7a2e\u7b2c\u4e09\u65b9\u5de5\u5177\u4e32\u63a5\uff0c\u4ee5\u81ea\u52d5\u89e3\u6c7a\u4e00\u7cfb\u5217\u5ba2\u6236\u554f\u984c\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #2:<\/strong> \u4e00\u7ad9\u5f0f\u56de\u8986\u4e2d\u5fc3 (Omnichannel capabilities)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u6578\u64da\u7d71\u8a08\uff0c60%\u7684\u5ba2\u6236\u8868\u793a\u6703\u56e0\u70ba\u4e0d\u4e00\u81f4\u7684\u9ad4\u9a57\u800c\u6d41\u5931\u3002\u56e0\u6b64\uff0c\u70ba\u4e86\u78ba\u4fdd\u60a8\u7684\u5ba2\u6236\u4e0d\u6703\u9047\u5230\u4efb\u4f55\u4e0d\u4e00\u81f4\u7684\u60c5\u6cc1\uff0c\u60a8\u9700\u8981\u9078\u64c7\u4e00\u500b\u53ef\u4ee5\u8de8\u591a\u6e20\u9053\u5e73\u53f0\u7684\u804a\u5929\u6a5f\u5668\u4eba\u70ba\u60a8\u5c07\u5c0d\u8a71\u805a\u96c6\u5230\u5230\u55ae\u4e00\u5e73\u53f0\u3002\u900f\u904e\u9019\u7a2e\u65b9\u5f0f\uff0c\u804a\u5929\u6a5f\u5668\u4eba\u53ef\u4ee5\u5229\u7528\u5f9e\u904e\u53bb\u7684\u5c0d\u8a71\u4e2d\u6536\u96c6\u7684\u8cc7\u8a0a\u4f86\u63a8\u52d5\u672a\u4f86\u8207\u5ba2\u6236\u7684\u5c0d\u8a71\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4f7f\u7528 Freshdesk Messaging \u60a8\u53ea\u9700\u55ae\u64ca\u4e00\u500b\u6309\u9215\u5c31\u53ef\u4ee5\u8de8\u7ba1\u9053\u5553\u52d5\u804a\u5929\u6a5f\u5668\u4eba\uff0c\u6bd4\u5982\u8aaa\uff0c\u60a8\u53ef\u4ee5\u5728\u5b98\u7db2\u3001\u793e\u7fa4\uff08WhatsApp\u3001Facebook\u3001IG\u7b49\uff09\u4e0a\u90e8\u7f72\u76f8\u540c\u7684\u804a\u5929\u6a5f\u5668\u4eba\uff0c\u4ee5\u78ba\u4fdd\u5ba2\u6236\u7372\u5f97\u7d71\u4e00\u7684\u9ad4\u9a57\uff0c\u9084\u53ef\u4ee5\u900f\u904e\u532f\u5165\u5ba2\u6236\u8cc7\u8a0a\u4f86\u6574\u5408\u8a0a\u606f\uff0c\u9019\u6a23\u5ba2\u6236\u5c31\u4e0d\u9700\u8981\u4e00\u904d\u53c8\u4e00\u904d\u5730\u91cd\u5fa9\u4ed6\u5011\u7684\u554f\u984c\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #3:<\/strong> \u5ba2\u88fd\u5316 (Customization)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u901a\u5e38\u804a\u5929\u6a5f\u5668\u4eba\u7684\u98a8\u683c\u8f03\u70ba\u55ae\u4e00\uff0c\u800c\u5728\u8996\u89ba\u4e0a\u5f80\u5f80\u8207\u54c1\u724c\u5b9a\u6027\u4e0d\u7b26\u3002 Freshdesk Messaging \u80fd\u5920\u8b93\u4f01\u696d\u5ba2\u88fd\u5176\u5916\u89c0\uff0c\u5728\u6240\u6709\u5ba2\u6236\u63a5\u89f8\u9ede\u4e0a\u4fdd\u7559\u60a8\u7684\u54c1\u724c\u8eab\u4efd\u3002\u4f7f\u7528\u4e00\u500b\u6613\u65bc\u4f7f\u7528\u7684CSS (\u5c64\u758a\u6a23\u5f0f\u8868) \u7de8\u8f2f\u5668\uff0c\u60a8\u53ef\u4ee5\u81ea\u5b9a\u7fa9\u5716\u793a\u7684\u5f62\u72c0\u3001\u984f\u8272\u548c\u5927\u5c0f\u3002\u900f\u904e\u9019\u7a2e\u65b9\u5f0f\uff0c\u60a8\u53ef\u4ee5\u5efa\u7acb\u4e00\u500b\u548c\u60a8\u54c1\u724c\u98a8\u683c\u4e00\u81f4\u7684\u804a\u5929\u6a5f\u5668\u4eba\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #4:<\/strong> \u4eba\u5de5\u667a\u80fd\u61c9\u7528 (AI-enabled)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u57fa\u65bc\u898f\u5247\u7684\u804a\u5929\u6a5f\u5668\u4eba\u6703\u7528\u9810\u8a2d\u7684\u7b54\u6848\u56de\u7b54\u5ba2\u6236\u7684\u554f\u984c\uff0c\u4e26\u81ea\u52d5\u5316\u57fa\u672c\u7684\u5de5\u4f5c\u6d41\u7a0b\u3002\u5b83\u5011\u4e0d\u80fd\u8b58\u5225\u5ba2\u6236\u5c0d\u8a71\u7684\u610f\u5716\uff0c\u800c\u9019\u5f80\u5f80\u6703\u932f\u5931\u5411\u6f5b\u5728\u5ba2\u6236\u63d0\u4f9b\u5b8c\u6574\u89e3\u6c7a\u65b9\u6848\u6216\u92b7\u552e\u7684\u6a5f\u6703\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Freshdesk Messaging \u662f\u4f7f\u7528 AI (\u4eba\u5de5\u667a\u80fd)\u3001ML (\u6a5f\u5668\u5b78\u7fd2) \u7b97\u6cd5\u3001NLP (\u81ea\u7136\u8a9e\u8a00\u8655\u7406) \u548cNLU (\u81ea\u7136\u8a9e\u8a00\u7406\u89e3) \u7684\u804a\u5929\u6a5f\u5668\u4eba\u3002\u9019\u512a\u65bc\u57fa\u65bc\u898f\u5247\u7684\u512a\u52e2\u5728\u65bc\uff0c\u5b83\u7684\u529f\u80fd\u662f\u6839\u64da\u76f8\u4e92\u4ea4\u4e92\u7684\u6a5f\u5668\u4eba\u6d41\u7a0b\uff0c\u7522\u751f\u66f4\u52d5\u614b\u3001\u66f4\u654f\u6377\u7684\u5c0d\u8a71\u3002\u5f9e\u6b77\u53f2\u5c0d\u8a71\u4e2d\u5b78\u7fd2\uff0c\u63d0\u4f9b\u66f4\u50cf\u4eba\u985e\u7684\u56de\u61c9\u3002\u4eba\u5de5\u667a\u80fd\u804a\u5929\u6a5f\u5668\u4eba\u5e6b\u52a9\u4f01\u696d\u63d0\u4f9b\u4e3b\u52d5\u7684\u5ba2\u6236\u670d\u52d9\uff0c\u4e26\u63d0\u4f9b\u7121\u7e2b\u7684\u5ba2\u6236\u9ad4\u9a57\u3002\u540c\u6642\uff0c\u9084\u53ef\u4ee5\u5b9a\u671f\u6e2c\u91cf\u6a5f\u5668\u4eba\u7684\u6027\u80fd\uff0c\u512a\u5316\u6a5f\u5668\u4eba\u7684\u53cd\u61c9\u548c\u5de5\u4f5c\u6d41\u7a0b\uff0c\u4e26\u85c9\u7531\u8a13\u7df4\u5b83\u63d0\u9ad8\u6548\u7387\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #5:<\/strong> \u591a\u8a9e\u8a00\u529f\u80fd (Multilingual capabilities)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5c0d\u65bc\u5ba2\u6236\u5206\u5e03\u5728\u4e16\u754c\u5404\u5730\u7684\u4f01\u696d\uff0c\u60a8\u4e00\u5b9a\u6703\u9700\u8981\u63d0\u4f9b\u591a\u8a9e\u8a00\u7684\u5ba2\u6236\u670d\u52d9\u4e2d\u5fc3\uff0c\u56e0\u70ba\u591a\u8a9e\u8a00\u5ba2\u6236\u670d\u52d9\u53ef\u4ee5\u63d0\u9ad8\u54c1\u724c\u7684\u62d3\u5c55\u6027\u548c\u63d0\u9ad8\u5ba2\u6236\u6eff\u610f\u5ea6\u3002<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u4e00\u500b\u597d\u7684\u804a\u5929\u6a5f\u5668\u4eba\u5141\u8a31\u60a8\u4f7f\u7528\u5ba2\u6236\u6700\u7406\u89e3\u7684\u8a9e\u8a00\u8a2d\u7f6e\u7aef\u5230\u7aef\u6a5f\u5668\u4eba\u6d41\u7a0b\u3002Freshdesk Messaging \u5728\u4ee5\u591a\u7a2e\u8a9e\u8a00\u5efa\u7acb\u804a\u5929\u6a5f\u5668\u4eba\u6642\uff0c\u9084\u53ef\u4ee5\u8b93\u60a8\u78ba\u4fdd\u804a\u5929\u6a5f\u5668\u4eba\u5efa\u8b70\u7684\u89e3\u6c7a\u65b9\u6848\u6587\u7ae0\u4e5f\u6703\u88ab\u7ffb\u8b6f\u6210\u76f8\u61c9\u7684\u8a9e\u8a00\uff0c\u900f\u904e\u5efa\u7acb\u591a\u8a9e\u8a00\u77e5\u8b58\u5eab\u4f86\u5be6\u73fe\u570b\u969b\u9ad8\u54c1\u8cea\u5ba2\u670d\u9ad4\u9a57\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #6:<\/strong> \u591a\u5143\u7684\u8a0a\u606f\u6a21\u677f (Rich media messaging formats)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u5982\u4eca\u7684\u6d88\u8cbb\u8005\u5728\u65e5\u5e38\u5c0d\u8a71\u4e2d\u7d93\u5e38\u4f7f\u7528\u8868\u60c5\u7b26\u865f\u3001\u8868\u60c5\u5305\u3001\u52d5\u5716\u7b49\u7b49\uff0c\u901a\u904e\u5728\u804a\u5929\u6a5f\u5668\u4eba\u7684\u5c0d\u8a71\u4e2d\u52a0\u5165\u76f8\u95dc\u7684\u7d20\u6750 (\u975e\u7d14\u6587\u5b57\u7684\u5167\u5bb9)\uff0c\u60a8\u53ef\u4ee5\u70ba\u804a\u5929\u6a5f\u5668\u4eba\u7684UI\u66f4\u52a0\u6709\u6d3b\u529b\u800c\u89aa\u5207\u3002\u4f7f\u5c0d\u8a71\u5c0d\u7528\u6236\u4f86\u8aaa\u66f4\u6709\u5438\u5f15\u529b\uff0c\u4e5f\u80fd\u56e0\u6b64\u63d0\u9ad8\u5ba2\u6236\u53c3\u8207\u5ea6\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>\u6210\u529f\u95dc\u9375 #7:<\/strong> \u53ef\u5f9e\u6a5f\u5668\u4eba\u5c0d\u8a71\u8f49\u4ecb\u5230\u771f\u4eba\u670d\u52d9 (Option to speak to a human agent)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u96d6\u7136\u4eca\u5929\u7684\u804a\u5929\u6a5f\u5668\u4eba\u80fd\u5920\u505a\u7684\u6bd4\u5e7e\u5341\u5e74\u524d\u591a\u5f97\u591a\uff0c\u4f46\u4ecd\u6709\u4e00\u4e9b\u8f03\u7279\u6b8a\u60c5\u6cc1\u53ef\u80fd\u9700\u8981\u4eba\u5de5\u5ba2\u670d\u4f86\u5354\u52a9\u3002\u5728\u9019\u7a2e\u60c5\u6cc1\u4e0b\uff0c\u804a\u5929\u6a5f\u5668\u4eba\u9700\u8981\u9806\u66a2\u5730\u5c07\u5c0d\u8a71\u79fb\u4ea4\u7d66\u5177\u6709\u9069\u7576\u5c08\u696d\u77e5\u8b58\u7684\u5ba2\u670d\u4f86\u52a0\u5feb\u89e3\u6c7a\u554f\u984c\u7684\u901f\u5ea6\u3002\u4f8b\u5982\uff0c\u5728\u4e0b\u9762\u7684 Freshdesk Messaging \u7bc4\u4f8b\u4e2d\uff0c\u7576\u5ba2\u6236\u9700\u8981\u505c\u7528\u4ed6\u5011\u7684\u4fe1\u7528\u5361\u6642\uff0c\u804a\u5929\u6a5f\u5668\u4eba\u6703\u7406\u89e3\u5230\u5c0d\u65b9\u7684\u7dca\u8feb\u611f\uff0c\u7acb\u5373\u5c07\u5b83\u6307\u6d3e\u7d66\u4e00\u4f4d\u7dda\u4e0a\u7684\u5ba2\u670d\u5c08\u54e1\u3002<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" class=\"lazyload\" data-src=\"https:\/\/blog-assets.freshworks.com\/freshdesk\/wp-content\/uploads\/2020\/10\/23184716\/Chatbot-feature-agent-handover.png\" src=\"data:image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" alt=\"Freshdesk Messaging Chatbot\" \/><noscript><img decoding=\"async\" src=\"https:\/\/blog-assets.freshworks.com\/freshdesk\/wp-content\/uploads\/2020\/10\/23184716\/Chatbot-feature-agent-handover.png\" alt=\"Freshdesk Messaging Chatbot\"><\/noscript><figcaption class=\"wp-element-caption\">Freshdesk Messaging Chatbot<\/figcaption><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\">\u76f8\u4fe1\u4e86\u89e3\u5b8c\u4ee5\u4e0a\u6709\u95dc\u6311\u9078\u9069\u5408\u7684\u5ba2\u670d\u7cfb\u7d71\u548c Chatbot \u5fc5\u5099\u7279\u6027\u4e4b\u5f8c\uff0c\u53ef\u4ee5\u66f4\u52a0\u660e\u767d\u70ba\u4ec0\u9ebc Freshdesk Messaging \u6703\u662f\u60a8\u5ba2\u670d\u7cfb\u7d71\u7684\u9996\u9078\u3002\u5b83\u63d0\u4f9b\u4e86\u975e\u5e38\u5b8c\u6574\u7684\u804a\u5929\u6a5f\u5668\u4eba\u4f86\u6210\u70ba\u5ba2\u670d\u5718\u968a\u7684\u5f97\u529b\u52a9\u624b\uff0c\u900f\u904e\u5c08\u696d\u7684\u670d\u52d9\u5e6b\u52a9\u4f01\u696d\u63d0\u5347\u54c1\u724c\u5f62\u8c61\u3001\u54e1\u5de5\u5de5\u4f5c\u6548\u7387\u3001\u5ba2\u6236\u9ad4\u9a57\u6eff\u610f\u5ea6\u3002<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">\u3010\u5ef6\u4f38\u95b1\u8b80\u3011<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/masterconcept.ai\/zh-hant\/%E7%B6%B2%E8%AA%8C\/%E5%AE%A2%E6%9C%8D%E5%B7%A5%E5%96%AE%E7%B3%BB%E7%B5%B1-freshdesk-%E7%82%BA%E4%BB%80%E9%BA%BC%E6%98%AF%E6%82%A8%E5%89%B5%E9%80%A0%E9%AB%98%E6%95%88%E5%AE%A2%E6%9C%8D%E5%9C%98%E9%9A%8A\/?utm_source=Blog&amp;utm_medium=internal+link&amp;utm_campaign=Freshworks_blog\" target=\"_blank\" rel=\"noreferrer noopener\">\u3010\u5ba2\u670d\u5de5\u55ae\u7cfb\u7d71\u3011 Freshdesk \u70ba\u4ec0\u9ebc\u662f\u60a8\u5275\u9020\u9ad8\u6548\u5ba2\u670d\u5718\u968a\u7684\u9996\u9078\uff1f<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/masterconcept.ai\/zh-hant\/%E6%88%90%E5%8A%9F%E6%A1%88%E4%BE%8B\/freshworks\/cakeresume%E6%95%B4%E5%90%88-freshworks-%E5%AE%A2%E6%9C%8D%E5%B7%A5%E5%85%B7%E9%A1%AF%E8%91%97%E6%8F%90%E5%8D%87%E5%AE%A2%E6%88%B6%E9%BB%8F%E8%91%97%E5%BA%A6\/?utm_source=Blog&amp;utm_medium=internal+link&amp;utm_campaign=Freshworks_blog\" target=\"_blank\" rel=\"noreferrer noopener\">\u5feb\u4f86\u770b\u770b\u601d\u60f3\u79d1\u6280\u5982\u4f55\u5354\u52a9 Cakeresume \u900f\u904e Freshdesk \u63d0\u5347\u5ba2\u6236\u9ecf\u8457\u5ea6\uff01<\/a><\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>\u601d\u60f3\u79d1\u6280\u5354\u52a9\u5ba2\u670d\u5718\u968a\u843d\u5be6\u9ad8\u6548\u4f5c\u696d\u3001\u63d0\u9ad8\u9867\u5ba2\u6eff\u610f\u5ea6<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Master Concept \u601d\u60f3\u79d1\u6280\u662f\u9999\u6e2f\u3001\u53f0\u7063\u3001\u99ac\u4f86\u897f\u4e9e\u3001\u65b0\u52a0\u5761\u8207\u4e2d\u570b\u5927\u9678\u5730\u5340\u7b2c\u4e00\u500b\u3001\u4e5f\u662f\u552f\u4e00\u7684 <a href=\"https:\/\/www.freshworks.com\/\">Freshworks<\/a> \u9996\u9078\u7d93\u92b7\u4ee3\u7406\u5546\u3002Freshworks \u900f\u904e\u591a\u6a23\u7684 SaaS \u89e3\u6c7a\u65b9\u6848\u5982 Freshdesk Support Desk \u5354\u52a9\u4f01\u696d\u6253\u9020\u5f15\u4eba\u5165\u52dd\u7684\u9867\u5ba2\u9ad4\u9a57\u3002\u4f5c\u70ba Freshworks \u5728\u4e9e\u592a\u5730\u5340\u7684\u9996\u9078\u548c\u6388\u6b0a\u7d93\u92b7\u5546\uff0c\u6211\u5011\u5e6b\u52a9\u4f01\u696d\u7c21\u5316\u548c\u512a\u5316\u5176\u5ba2\u6236\u670d\u52d9\u7684\u5de5\u4f5c\u6d41\u7a0b\uff0c\u63d0\u4f9b\u4eba\u5de5\u8207\u667a\u80fd\u5ba2\u670d\u7684\u6700\u4f73\u7d50\u5408\uff0c\u8b93\u5ba2\u6236\u6beb\u7121\u969c\u7919\u3001\u900f\u904e\u5404\u7a2e\u7ba1\u9053\u5373\u6642\u8207\u60a8\u806f\u7d61\u3002<\/p>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Reference: <\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/freshdesk.com\/customer-engagement\/chatbots-e-commerce-customer-service-blog\/\">https:\/\/freshdesk.com\/customer-engagement\/chatbots-e-commerce-customer-service-blog\/<\/a>&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/freshdesk.com\/customer-support\/chatbot-features-blog\/\">https:\/\/freshdesk.com\/customer-support\/chatbot-features-blog\/<\/a><\/p>\n\n\n\n<figure class=\"wp-block-embed\"><div class=\"wp-block-embed__wrapper\">\nhttps:\/\/freshdesk.com\/customer-support\/chatbot-features-blog\/\n<\/div><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>\u5728\u9019\u65b0\u4e16\u4ee3\uff0c\u5e74\u8f15\u4eba\u5df2\u7d93\u958b\u59cb\u7fd2\u6163\u5728\u7db2\u8def\u4e0a\u7684\u5404\u7a2e\u7ba1\u9053\u8207\u5916\u754c\u6587\u5b57\u8a0a\u606f\u6e9d\u901a\u3002\u56e0\u61c9\u73fe\u5728\u7684\u6d88\u8cbb\u884c\u70ba\uff0c\u4f01\u696d\u958b\u59cb\u5728\u5b98\u7db2\u3001FB\u3001Line\u3001IG\u3001Whatsapp \u7b49\u5e73\u53f0\u4e0a\u8a2d\u7acb\u5ba2\u670d\u5165\u53e3\u4f86\u63d0\u4f9b\u66f4\u597d\u7684\u5ba2\u6236\u670d\u52d9\u3002\u56e0\u6b64\u4f01\u696d\u5728\u6311\u9078\u9069\u5408\u4f60\u7684 Chatbot 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