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feat(content): add grounded August 1 scenario drafts

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2026-07-30 21:38:36 +08:00
parent adedcb4200
commit 48cc31628a
5 changed files with 106 additions and 49 deletions
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docs/content-candidates/aug1-life-advisor-content-candidates-v0.1.json
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@@ -1,15 +1,58 @@
{
"schemaVersion": "1.0",
"contentVersion": "aug1-life-advisor-candidate-v0.1",
"generatedDate": "2026-07-29",
"contentVersion": "aug1-life-advisor-candidate-v0.2",
"generatedDate": "2026-07-30",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"notice": "本文件仅是脱敏候选审核材料，不是正式制度、标准答案或可发布训练内容。",
"notice": "本文件基于 2026-07-30 生活顾问真实访谈生成脱敏候选场景；访谈经验不是正式制度、标准答案或可发布训练内容。",
"sourceRegistry": [
{
"sourceId": "LC-INT-001",
"description": "仓库外保存的第 1 份生活顾问访谈，仅引用脱敏业务主题和行号",
"sourceId": "INT-PIPE-01",
"description": "住宅复合业态生活顾问访谈：公共管道、业主改管、返修和收费分类",
"authority": "FIELD_INTERVIEW",
"sha256": "a4e6325de2bbaf58dcf706f875044d6c32d2af767700b533a291494c00c77ecd",
"formalPolicy": false
},
{
"sourceId": "INT-FEE-01",
"description": "安置房生活顾问访谈：渗水协同、服务前置、收费攻坚和跨部门处理",
"authority": "FIELD_INTERVIEW",
"sha256": "ed4745f2a2e4f34992bbe486b2dd3870bea96af553a0cb0d6abc91e06419e5d8",
"formalPolicy": false
},
{
"sourceId": "INT-SERVICE-01",
"description": "高层别墅商户复合项目访谈总结：服务前置、空置房、客诉恢复和日常巡检",
"authority": "FIELD_INTERVIEW",
"sha256": "c4c215b71969f686879919d33871419e9e592343516d05bde9b169f127674962",
"formalPolicy": false
},
{
"sourceId": "INT-COMPLAINT-01",
"description": "老旧多层项目访谈总结：紧急救助、连环投诉、分层触达和柔性协同",
"authority": "FIELD_INTERVIEW",
"sha256": "557b9d1421117318eb1a1048227fcee3e7a68a1ba1801c08738e3fc13a0356c0",
"formalPolicy": false
},
{
"sourceId": "INT-PARKING-01",
"description": "生活顾问访谈：外来车辆投诉、爆管联动、证据留存和人性化协调",
"authority": "FIELD_INTERVIEW",
"sha256": "99a123262f681c5c81a3df109f77eed90ea91d0e7e2b22b3a866063d54be5a81",
"formalPolicy": false
},
{
"sourceId": "INT-EMERGENCY-01",
"description": "住宅项目生活顾问访谈：暴雨漏水、污水倒灌、责任边界和应急协同",
"authority": "FIELD_INTERVIEW",
"sha256": "28769f68fdd12f8646daef596bae4b6de4dce81a998e19337732fe5520eee1a2",
"formalPolicy": false
},
{
"sourceId": "INT-CROSS-01",
"description": "老旧复合业态项目访谈：渗水闭环、邻里纠纷、消防风险和跨端口协同",
"authority": "FIELD_INTERVIEW",
"sha256": "f7102fde7a9b17b8768e1814de5e442e482af9b628e1f6199355a2f074156e7e",
"formalPolicy": false
},
{
@@ -24,14 +67,14 @@
"candidateId": "LC-AUG1-SC-001",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L25-L26"],
"sourceRefs": ["INT-PIPE-01:公共管道与业主改管案例", "INT-EMERGENCY-01:漏水倒灌应急案例", "INT-CROSS-01:渗水权责案例"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "常规",
"requiredReviewers": ["客服负责人", "品质负责人"],
"reviewChecklist": ["补充报事报修受理制度及版本", "确认定位信息最小必要范围", "确认升级路径和反馈节点", "审核合成话术与评分标准"],
"reviewChecklist": ["补充报事报修与管线权责制度及版本", "确认主管、支管和业主改管的核验边界", "确认应急止损、转办和反馈节点", "审核脱敏话术与评分标准"],
"scenarioDraft": {
"id": "lc-location-refusal-intake",
"name": "住户拒绝提供定位信息时的报修受理",
"id": "lc-pipe-leak-responsibility-intake",
"name": "管道漏水责任未明时的报修受理",
"position": "生活顾问",
"scenarioType": "报事报修受理",
"projectType": "住宅",
@@ -41,35 +84,35 @@
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 2,
"customerPersona": "担心隐私、不愿提供精确位置但希望尽快处理的住户",
"openingText": "我只想报修，不想在电话里说具体住址，你们先安排人来看。",
"explicitNeed": "完成报修并获得后续处理安排",
"hiddenNeed": "确认定位信息用途、减少不必要的信息暴露",
"irritants": "猜测房号、追问无关个人信息、以拒绝受理施压、承诺未经确认的到场时间",
"delights": "说明最小必要信息及用途，提供可选确认方式并给出受理编号和反馈节点",
"sopRefs": "待补：正式报事报修受理制度、隐私告知要求及有效版本",
"successCriteria": "说明必要信息用途；不索取无关隐私；给出替代确认方式；完成受理、责任转交和可核验反馈节点",
"strategy": "先承接诉求和隐私顾虑，再解释最小必要信息，提供受控替代方式并完成闭环",
"goal": "训练生活顾问在住户拒绝提供定位信息时兼顾隐私边界和报修闭环",
"customerPersona": "因反复漏水和既往处理经历，认定物业应承担全部责任并要求立即赔偿的住户",
"openingText": "我家又漏水了，上次你们也来处理过，既然你们来过，现在造成的损失就应该由物业负责。",
"explicitNeed": "立即止损、查明漏水原因并获得责任和维修安排",
"hiddenNeed": "确认物业没有推诿，且既往处置记录和本次损失会被认真核验",
"irritants": "未看现场就判断责任、把上门协助等同于责任认定、直接推给第三方、承诺未经核实的赔偿或完工时间",
"delights": "先启动止损和现场核验，区分主管、支管与业主改管，保留证据并给出责任复核和反馈节点",
"sopRefs": "待补：正式报事报修、管线权责、损失取证、应急止损和转办制度及有效版本",
"successCriteria": "完成安全与止损确认；核对历史记录和现场改动；不抢先认责或甩责；完成工程转交、证据留存和可核验反馈节点",
"strategy": "先处理正在发生的风险，再把已确认事实、待核验责任和可执行动作分开表达",
"goal": "训练生活顾问在管道漏水责任未明时完成止损、核验、转办和闭环沟通",
"enabled": false,
"rounds": [
{"customer": "为什么一定要说到这么细？你们系统里不是能查到吗？", "coachHint": "解释本次受理所需信息及用途，不声称能读取未授权资料，并提供住户可接受的确认方式。", "emotion": 70, "trust": 58},
{"customer": "如果我只提供公共区域位置，你们还能不能先登记？", "coachHint": "区分登记、派工和入户的必要信息，明确当前能完成的动作、责任人及下一次反馈节点。", "emotion": 58, "trust": 70}
{"customer": "你们上次都来疏通过了，现在怎么又说要先查是不是我家改管的问题？", "coachHint": "说明上次协助记录不等于本次责任结论，先安排止损和现场核验，并明确会检查主管、支管和改管情况。", "emotion": 76, "trust": 52},
{"customer": "如果最后又说不归物业，我这些损失找谁？今天能不能给我结果？", "coachHint": "不承诺未知责任和当日结论；说明证据留存、责任复核、可执行维修协助和下一次反馈节点。", "emotion": 68, "trust": 64}
]
},
"rubricDraft": {
"code": "rubric-lc-location-refusal-intake",
"scenarioCode": "lc-location-refusal-intake",
"name": "拒绝定位信息受理五维评分",
"version": "candidate-v0.1",
"code": "rubric-lc-pipe-leak-responsibility-intake",
"scenarioCode": "lc-pipe-leak-responsibility-intake",
"name": "漏水责任未明受理五维评分",
"version": "candidate-v0.2",
"enabled": false,
"description": "仅供业务审核，正式制度和边界确认后方可启用。",
"dimensions": [
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成必要信息说明、替代确认、受理记录和后续节点四项动作。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "不猜测身份位置，不索取无关隐私，不虚构系统权限或处理时限。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "承接隐私顾虑，保持中性表达，不以拒绝受理激化对话。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "在当前回合明确受理状态、责任转交和下一次可核验反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "仅在解决报修主诉后介绍经批准的便民入口，不进行无依据推介。"}
{"code": "task_completion", "name": "任务完成度", "weight": 0.4, "description": "完成止损确认、历史核对、现场核验、工程转交、证据留存和反馈节点。"},
{"code": "standardization", "name": "话术规范性", "weight": 0.25, "description": "区分上门协助与责任认定，不抢先认责、不甩责、不承诺未知赔偿或时限。"},
{"code": "emotion", "name": "情绪管理能力", "weight": 0.2, "description": "承接反复漏水造成的焦虑和损失感，以行动信息替代争辩。"},
{"code": "response_timeliness", "name": "响应时效", "weight": 0.1, "description": "优先处理正在发生的风险，并明确责任复核和下一次反馈节点。"},
{"code": "marketing", "name": "增值转化潜力", "weight": 0.05, "description": "漏水和责任争议未闭环前不营销，不以增值服务转移主诉。"}
]
}
},
@@ -77,7 +120,7 @@
"candidateId": "LC-AUG1-SC-002",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L31-L40"],
"sourceRefs": ["INT-FEE-01:收费攻坚与渗水服务案例", "INT-SERVICE-01:服务前置与欠费沟通案例", "INT-COMPLAINT-01:需求置换型催费案例"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "财务负责人", "法务审核人"],
@@ -90,7 +133,7 @@
"projectType": "住宅",
"growthLevel": "中级",
"competencyCode": "LG-COMPLAINT-FEE-PARKING",
"collaborationPositions": "客服,财务",
"collaborationPositions": "客服",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 3,
@@ -114,7 +157,7 @@
"code": "rubric-lc-fee-dispute-explanation",
"scenarioCode": "lc-fee-dispute-explanation",
"name": "收费争议五维评分",
"version": "candidate-v0.1",
"version": "candidate-v0.2",
"enabled": false,
"description": "仅供业务审核，收费制度、权限和复核路径确认后方可启用。",
"dimensions": [
@@ -130,7 +173,7 @@
"candidateId": "LC-AUG1-SC-003",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L25-L26"],
"sourceRefs": ["INT-PIPE-01:返修与跨部门跟进案例", "INT-CROSS-01:渗水与地产遗留案例", "INT-EMERGENCY-01:暴雨漏水处置案例"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "常规",
"requiredReviewers": ["工程负责人", "客服负责人"],
@@ -167,7 +210,7 @@
"code": "rubric-lc-repair-delay-followup",
"scenarioCode": "lc-repair-delay-followup",
"name": "维修延期五维评分",
"version": "candidate-v0.1",
"version": "candidate-v0.2",
"enabled": false,
"description": "仅供业务审核，正式转办和延期制度确认后方可启用。",
"dimensions": [
@@ -183,7 +226,7 @@
"candidateId": "LC-AUG1-SC-004",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L27-L28"],
"sourceRefs": ["INT-PARKING-01:外来车辆投诉协调案例", "INT-SERVICE-01:情绪客诉服务恢复案例", "INT-COMPLAINT-01:连环投诉降级案例"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "秩序负责人", "法务审核人"],
@@ -220,7 +263,7 @@
"code": "rubric-lc-emotional-parking-complaint",
"scenarioCode": "lc-emotional-parking-complaint",
"name": "高情绪停车投诉五维评分",
"version": "candidate-v0.1",
"version": "candidate-v0.2",
"enabled": false,
"description": "仅供业务审核，现场安全、隐私和升级制度确认后方可启用。",
"dimensions": [
@@ -236,7 +279,7 @@
"candidateId": "LC-AUG1-SC-005",
"candidateStatus": "PENDING_BUSINESS_REVIEW",
"publishable": false,
"sourceRefs": ["AUG1-PLAN:L206-L214", "LC-INT-001:L31-L40"],
"sourceRefs": ["INT-FEE-01:服务先行收费案例", "INT-SERVICE-01:服务前置催费案例", "INT-PIPE-01:费用与返修分类案例"],
"sourceSufficiency": "NEEDS_FORMAL_POLICY",
"proposedRiskLevel": "高风险",
"requiredReviewers": ["客服负责人", "财务负责人", "品质负责人"],
@@ -249,7 +292,7 @@
"projectType": "住宅",
"growthLevel": "高级",
"competencyCode": "LG-SERVICE-RECOVERY",
"collaborationPositions": "客服,财务,保修",
"collaborationPositions": "客服,保修",
"riskLevel": "待评估",
"curriculumVersion": "住宅五岗-v1",
"difficulty": 4,
@@ -273,7 +316,7 @@
"code": "rubric-lc-fee-and-remediation-parallel",
"scenarioCode": "lc-fee-and-remediation-parallel",
"name": "收费与整改并行五维评分",
"version": "candidate-v0.1",
"version": "candidate-v0.2",
"enabled": false,
"description": "仅供业务审核，两条正式流程和授权边界确认后方可启用。",
"dimensions": [
docs/content-candidates/aug1-release-approval.json
+1 -1
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@@ -3,7 +3,7 @@
"releaseTarget": "2026-08-01",
"tenantId": "000000",
"candidateFile": "aug1-life-advisor-content-candidates-v0.1.json",
"candidateSha256": "148654e241e0fd74bcb29d71cd43518cb961f0128855b66af98a56bc841aea1d",
"candidateSha256": "7ba16443adaebcc1e8e9e8888f2649fb94377057bcff26380043b4dea1196ad5",
"expectedApkSignerSha256": "ab06ecc0de544de73c385f3f0690b22966ebc12887fb8bee1830cdbefdebef5d",
"releaseStatus": "PENDING",
"formalContentVersion": "",