A how-to guide for building an automated customer service system
The following key steps need to be completed to automate customer service with Omni-Bot-SDK-OSS:
- Database Configuration: in
config.yamlSetting up a MySQL/SQLite database connection for storing customer message records and reply rules in the - Plug-in Development::
- Creating Inheritance
Pluginclass of customer service plug-ins in theprocess_messagemethod is implemented:- Keyword matching (e.g. "order status" triggers query logic)
- Message categorization (pre-sales/post-sales/complaints etc. forwarded to different processing modules)
- Calling the OpenAI/Dify interface to generate smart responses
- Register the plugin to the configuration file's
pluginslistings
- Creating Inheritance
- Rule Configuration::
- Configure fixed response templates for high-frequency questions
- Setting up manual transfer logic for complex issues (automatic response "transferring you to a human being")
- Sensitive word trigger warning mechanism
Deployment recommendations:
- Testing message matching accuracy using a sandbox environment
- Setting a message processing delay (e.g. 3 seconds response) to simulate a manual operation
- Regularly checking abnormal session logs via the visualization client
This answer comes from the articleOmni-Bot-SDK-OSS: A Visual Recognition-based Automation Framework for WeChat RPAThe
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