SupportForge API 技能

使用 VCG 的 SupportForge API 自动化和增强客户支持——AI 驱动的客户服务，具备智能工单路由、自动回复和知识库集成功能。

快速开始

1. 1. 获取 API 密钥：帮助用户免费注册 SupportForge API 密钥
2. 存储密钥：安全保存密钥
3. 自动化支持：路由工单、生成回复、管理客户咨询

API 密钥注册

步骤 1：获取用户邮箱

向用户询问其邮箱地址，以创建免费的 SupportForge 账户。

步骤 2：通过 API 注册

bash curl -X POST https://supportforge.vosscg.com/v1/keys \ -H Content-Type: application/json \ -d {email:user@example.com}

预期响应：
json
{
apikey: sfabcdef1234567890,
message: API key created successfully,
tier: free,
daily_limit: 100
}

步骤 3：存储 API 密钥

安全保存 API 密钥以备将来使用。告知用户妥善保管。

核心支持功能

智能工单路由

bash curl -X POST https://supportforge.vosscg.com/v1/tickets/route \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { ticket: { id: TIK-001, subject: Payment processing issue, message: I cannot complete my purchase, getting error code 402, customer_email: customer@example.com, priority: medium }, routing_rules: { useaiclassification: true, escalation_keywords: [urgent, broken, not working], department_mapping: true } }

预期响应：
json
{
ticket_id: TIK-001,
classification: {
category: billing,
subcategory: payment_processing,
priority: high,
sentiment: frustrated,
urgency_score: 75
},
routing: {
recommendeddepartment: billingsupport,
assignedagent: agentbilling_01,
estimatedresolutiontime: 2-4 hours
},
suggested_response: Thank you for contacting us about the payment issue...
}

自动回复生成

bash curl -X POST https://supportforge.vosscg.com/v1/responses/generate \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { customer_message: How do I reset my password?, context: { customer_tier: premium, previous_interactions: 2, product: SaaS Platform, tone: helpful }, response_type: solution }

预期响应：
json
{
response: Hello! Id be happy to help you reset your password. Here are the steps:\n1. Go to the login page\n2. Click Forgot Password\n3. Enter your email address\n4. Check your inbox for the reset link\n\nIf you dont see the email within 5 minutes, please check your spam folder. As a premium customer, you can also contact our priority support line if needed.,
confidence: 95,
suggestedactions: [sendpasswordreset, loginteraction],
escalation_needed: false
}

知识库集成

bash curl -X POST https://supportforge.vosscg.com/v1/kb/search \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { query: payment failed error code 402, filters: { category: [billing, payments], confidence_threshold: 0.7 }, max_results: 5 }

预期响应：
json
{
results: [
{
article_id: KB-402,
title: Resolving Payment Error Code 402,
excerpt: Error 402 occurs when payment processing fails due to insufficient funds or card issues...,
confidence: 0.92,
url: https://help.example.com/kb-402,
last_updated: 2024-02-15
}
],
suggested_response: Based on our knowledge base, this appears to be a payment processing issue...
}

情感分析与升级

bash curl -X POST https://supportforge.vosscg.com/v1/analyze/sentiment \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { messages: [ This is completely unacceptable! Your service has been down for hours!, I need this fixed immediately or I want a refund! ], customer_context: { tier: enterprise, account_value: 50000, interactionhistory: multiplerecent_issues } }

预期响应：
json
{
overallsentiment: verynegative,
sentiment_score: -0.85,
emotions: [anger, frustration, urgency],
escalation_recommended: true,
escalation_reason: High-value customer with severe negative sentiment,
priority: critical,
suggested_actions: [
immediatemanagernotification,
priorityqueueassignment,
compensation_consideration
]
}

多渠道支持

bash curl -X POST https://supportforge.vosscg.com/v1/channels/unified \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { message: Need help with my order #12345, channel: live_chat, customer_id: CUST-789, session_context: { previous_channels: [email, phone], interaction_count: 3, resolved_issues: 1 } }

支持分析

bash curl -X GET https://supportforge.vosscg.com/v1/analytics/dashboard?period=7d&metrics=all \ -H X-API-Key: sf_abcdef1234567890

预期响应：
json
{
period: 7 days,
metrics: {
total_tickets: 245,
avgresponsetime: 2.3 hours,
resolution_rate: 0.89,
customer_satisfaction: 4.2,
escalation_rate: 0.12
},
trending: {
common_issues: [
{category: billing, count: 67},
{category: technical, count: 45}
],
agent_performance: {
topperformers: [agent001, agent_005],
avgresolutiontime: 4.1 hours
}
}
}

高级功能

自动化工作流创建

bash curl -X POST https://supportforge.vosscg.com/v1/workflows/create \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { name: Password Reset Automation, triggers: [password, login issue, cant access], actions: [ { type: auto_response, template: passwordresetinstructions }, { type: sendresetlink, condition: email_verified }, { type: follow_up, delay: 1 hour } ] }

自定义回复模板

bash curl -X POST https://supportforge.vosscg.com/v1/templates/create \ -H X-API-Key: sf_abcdef1234567890 \ -H Content-Type: application/json \ -d { name: billing_inquiry, template: Thank you for contacting us about your billing inquiry. I understand your concern about