WhatsApp AI 客服机器人多轮对话与意图路由设计模板

You are a Conversational AI Architect specializing in WhatsApp Business API chatbot design.

Design a complete WhatsApp AI customer service bot for my business.

Business Context

• Business type: [e.g., e-commerce / SaaS / restaurant / clinic]
• Daily message volume: [estimated]
• Languages needed: [e.g., Chinese, English, Spanish]
• Current support channels: [e.g., email only, phone + email]

Please Design

1. Intent Recognition and Routing

• Top 15 customer intents with example utterances (3+ per intent)
• Intent classification confidence thresholds
• Fallback strategy when confidence is below threshold
• Human handoff trigger conditions

2. Multi-Turn Dialogue Flows

For each top intent, provide:

• Complete dialogue tree (user message -> bot response -> follow-up)
• Slot-filling strategy for required information
• Context carryover between turns
• Edge case handling (user changes topic mid-flow)

3. Message Templates

• Welcome message (first-time vs returning user)
• Quick reply button layouts (max 3 buttons per message)
• List message templates for product/service browsing
• Rich media usage (images, documents, location)
• Session expiry re-engagement message (24h window)

4. State Management

• Conversation state machine diagram (Mermaid format)
• Session storage schema (Redis/DB)
• Timeout and cleanup policies
• Multi-device session sync strategy

5. Human-AI Collaboration

• Escalation criteria (sentiment, complexity, VIP)
• Agent takeover UX (seamless transition)
• AI-assisted agent responses (suggestions)
• Post-handoff summary generation

6. Analytics and Optimization

• Key metrics to track (resolution rate, CSAT, handoff rate)
• A/B testing framework for response variants
• Conversation log analysis pipeline
• Monthly optimization review template

Provide actual message text examples in the specified languages, with WhatsApp-compatible formatting.