chat-summarization

聊天摘要

概述

此技能可为 ServiceNow 中的公共部门聊天互动生成结构化摘要。政府聊天互动需要特殊处理，以满足合规文档记录、民众服务跟踪、语言无障碍支持和审计跟踪方面的要求；这些要求不同于标准商业客户服务。

主要功能：

• 总结民众聊天对话，并记录关键主题和结果
• 跟踪聊天会话期间发起的服务请求和转介
• 记录民众情绪和满意度指标
• 记录所提供的语言和无障碍便利措施
• 生成可供案件升级或转交给其他机构使用的摘要
• 生成包含时间戳和 Agent 操作、符合审计要求的互动记录

适用场景： 政府 Agent 需要为案件文档记录总结已完成的聊天会话时；将民众转交给其他 Agent 或机构时；主管审查聊天质量和合规性时；或生成互动分析以改进服务时。

前提条件

• 角色： sn_psds_caseworker、sn_psds_supervisor、sn_psds_admin 或 chat_agent
• 访问权限： 对 interaction、sn_psds_case、sn_psds_service、sys_journal_field 和 chat_queue_entry 表具有读取权限
• 插件： Public Sector Digital Services (com.snc.psds) 和 Advanced Work Assignment 或 Agent Chat 必须处于启用状态
• 上下文： 聊天会话的有效 interaction sys_id 或案件引用

操作步骤

第 1 步：检索聊天互动记录

获取聊天会话的主互动记录。

使用 MCP：

Tool: SN-Get-Record
Parameters:
  table_name: interaction
  sys_id: [INTERACTION_SYS_ID]
  fields: sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,assignment_group,parent,contact,contact_type,direction,duration,queue,transfer_count,abandon,wrap_up_code,disposition,close_notes

按 Agent 搜索近期聊天时：

Tool: SN-Query-Table
Parameters:
  table_name: interaction
  query: channel=chat^assigned_to=[AGENT_SYS_ID]^ORDERBYDESCopened_at
  fields: sys_id,number,channel,state,opened_at,closed_at,short_description,contact,parent,duration,transfer_count,disposition
  limit: 10

使用 REST API：

GET /api/now/table/interaction/{INTERACTION_SYS_ID}?sysparm_fields=sys_id,number,type,channel,state,opened_at,closed_at,short_description,assigned_to,assignment_group,parent,contact,contact_type,direction,duration,queue,transfer_count,disposition,close_notes&sysparm_display_value=true

第 2 步：检索聊天记录和消息

提取该互动的聊天消息历史记录。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[INTERACTION_SYS_ID]^element=comments^ORelement=work_notes^ORDERBYsys_created_on
  fields: sys_id,element,value,sys_created_on,sys_created_by
  limit: 200

对于实时聊天消息条目：

Tool: SN-Query-Table
Parameters:
  table_name: chat_queue_entry
  query: interaction=[INTERACTION_SYS_ID]^ORDERBYsys_created_on
  fields: sys_id,message,sender,sys_created_on,type
  limit: 200

使用 REST API：

GET /api/now/table/sys_journal_field?sysparm_query=element_id=[INTERACTION_SYS_ID]^element=comments^ORelement=work_notes^ORDERBYsys_created_on&sysparm_fields=element,value,sys_created_on,sys_created_by&sysparm_limit=200

GET /api/now/table/chat_queue_entry?sysparm_query=interaction=[INTERACTION_SYS_ID]^ORDERBYsys_created_on&sysparm_fields=message,sender,sys_created_on,type&sysparm_limit=200&sysparm_display_value=true

第 3 步：检索关联案件

获取与聊天互动关联的上级案件。

使用 MCP：

Tool: SN-Get-Record
Parameters:
  table_name: sn_psds_case
  sys_id: [PARENT_CASE_SYS_ID]
  fields: sys_id,number,short_description,state,priority,category,subcategory,contact,service,program,eligibility_status,agency,department,case_type,data_classification

使用 REST API：

GET /api/now/table/sn_psds_case/{PARENT_CASE_SYS_ID}?sysparm_fields=sys_id,number,short_description,state,priority,category,service,program,eligibility_status,agency,department,case_type,data_classification&sysparm_display_value=true

第 4 步：检索民众背景信息

获取民众的联系信息和互动历史记录。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: customer_contact
  query: sys_id=[CONTACT_SYS_ID]
  fields: sys_id,name,email,phone,preferred_language,preferred_contact_method,accessibility_needs,city,state
  limit: 1

获取此前互动次数以供参考：

Tool: SN-Query-Table
Parameters:
  table_name: interaction
  query: contact=[CONTACT_SYS_ID]^channel=chat^state=closed_complete^ORDERBYDESCclosed_at
  fields: number,short_description,opened_at,closed_at,disposition
  limit: 5

使用 REST API：

GET /api/now/table/customer_contact/{CONTACT_SYS_ID}?sysparm_fields=sys_id,name,email,phone,preferred_language,preferred_contact_method,accessibility_needs&sysparm_display_value=true

GET /api/now/table/interaction?sysparm_query=contact=[CONTACT_SYS_ID]^channel=chat^state=closed_complete^ORDERBYDESCclosed_at&sysparm_fields=number,short_description,opened_at,closed_at,disposition&sysparm_limit=5&sysparm_display_value=true

第 5 步：检索服务信息

获取聊天中讨论的政府服务详情。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sn_psds_service
  query: sys_id=[SERVICE_SYS_ID]
  fields: sys_id,name,description,category,department,agency,eligibility_criteria,service_level
  limit: 1

使用 REST API：

GET /api/now/table/sn_psds_service/{SERVICE_SYS_ID}?sysparm_fields=sys_id,name,description,category,department,agency,eligibility_criteria,service_level&sysparm_display_value=true

第 6 步：检查后续操作

识别聊天期间创建的任务、电子邮件或后续互动。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_email
  query: instance=[INTERACTION_SYS_ID]^ORinstanceLIKE[CASE_NUMBER]^ORDERBYDESCsys_created_on
  fields: sys_id,subject,type,recipients,sys_created_on
  limit: 10

使用 REST API：

GET /api/now/table/sys_email?sysparm_query=instance=[INTERACTION_SYS_ID]^ORDERBYDESCsys_created_on&sysparm_fields=subject,type,recipients,sys_created_on&sysparm_limit=10&sysparm_display_value=true

第 7 步：编写聊天摘要

结合公共部门合规背景整理聊天摘要：

=== CHAT INTERACTION SUMMARY ===
Interaction: [number]
Channel: Chat | Status: [state]
Started: [opened_at] | Ended: [closed_at] | Duration: [duration]
Agent: [assigned_to] | Queue: [queue]
Transfers: [transfer_count] | Disposition: [disposition]

CITIZEN CONTEXT:
Name: [contact_name]
Location: [city], [state]
Language: [preferred_language]
Accessibility: [accessibility_needs]
Prior Chats: [count] (last: [date])

ASSOCIATED CASE:
Case: [case_number] - [short_description]
Status: [state] | Service: [service_name]
Agency: [agency] | Program: [program]

CONVERSATION SUMMARY:
Topic: [primary topic discussed]
Citizen Inquiry: [what the citizen asked about]
Information Provided: [key information shared with citizen]
Actions Taken: [actions performed during chat]
Outcome: [resolution or next steps agreed upon]

KEY TOPICS DISCUSSED:
1. [topic] - [outcome]
2. [topic] - [outcome]
3. [topic] - [outcome]

SERVICE DELIVERY:
- Service Requested: [service name]
- Eligibility Discussed: [yes/no - details]
- Referrals Made: [agency/department referrals]
- Documents Requested: [documentation needs]
- Follow-up Scheduled: [date/time if applicable]

CITIZEN SENTIMENT:
Initial Tone: [positive/neutral/frustrated]
Resolution Satisfaction: [satisfied/partially satisfied/unsatisfied]
Escalation Required: [yes/no]

COMPLIANCE NOTES:
- PII Exchanged: [yes/no - type]
- Identity Verified: [method used]
- Data Classification: [level]
- Disclosure Restrictions: [if any]

FOLLOW-UP ACTIONS:
1. [action] - Owner: [assignee] - Due: [date]
2. [action] - Owner: [assignee] - Due: [date]

AGENT WRAP-UP:
Wrap-up Code: [code]
Close Notes: [agent's closing remarks]

工具用法

MCP 工具参考

工具	适用场景
SN-Natural-Language-Search	自然语言搜索（例如，“查找今天有关福利咨询的聊天互动”）
SN-Query-Table	对互动、案件、消息和服务进行结构化查询
SN-Get-Record	按 sys_id 检索特定互动或案件记录

REST API 参考

端点	方法	用途
/api/now/table/interaction	GET	聊天互动记录
/api/now/table/sn_psds_case	GET	关联案件详情
/api/now/table/sn_psds_service	GET	政府服务信息
/api/now/table/sys_journal_field	GET	聊天消息和备注
/api/now/table/chat_queue_entry	GET	实时聊天消息日志
/api/now/table/sys_email	GET	已发送的后续电子邮件
/api/now/table/customer_contact	GET	民众联系详情

最佳实践

• 在摘要中脱敏个人身份信息（PII）： 除非接收方已获授权，否则应从聊天摘要中删除或遮盖敏感个人信息（社会安全号码、完整出生日期、财务详情）
• 保留准确的时间戳： 政府审计要求记录所有互动和 Agent 操作的精确时间戳
• 记录语言便利措施： 注明是否使用了翻译服务、双语 Agent 或简明语言
• 跟踪身份验证： 记录聊天过程中用于验证公民身份的方法
• 注明无障碍措施： 记录提供的便利措施（兼容屏幕阅读器、大号文本等）
• 包含转介详情： 将公民转介至其他机构时，记录转介信息、联系信息和参考编号
• 记录公民情绪： 记录公民的情绪状态和满意度，以便进行质量保证
• 撰写摘要，而非逐字稿： 为实际运营生成简明的聊天内容摘要，而非完整逐字稿

故障排除

“在日志条目中找不到聊天消息”

原因： 聊天消息可能存储在专用聊天表中，而非 sys_journal_field。 解决方案： 检查 chat_queue_entry、live_message 或 sys_cs_message 表。存储位置取决于聊天平台配置（Agent Chat、Virtual Agent 或 Connect Chat）。

“互动未关联到案件”

原因： 该聊天可能是一般咨询，并未创建案件。 解决方案： 检查互动是否填充了 parent 字段。如果没有，该聊天就是独立的。仅根据互动记录生成摘要。

“联系人记录显示的信息有限”

原因： 该公民可能是匿名用户或未经身份验证的用户。 解决方案： 检查该聊天是否是在未进行身份验证的情况下从面向公众的门户发起的。使用现有信息撰写摘要，并注明身份未经验证。

“时长显示为零”

原因： 时长字段可能不会自动计算，或者互动未正确关闭。 解决方案： 根据 opened_at 和 closed_at 时间戳计算时长。如果 closed_at 为空，则该互动可能仍处于开启状态或已被放弃。

示例

示例 1：福利咨询聊天摘要

场景： Agent 总结一段关于失业福利资格的已完成聊天。

步骤 1 - 获取互动：

Tool: SN-Get-Record
Parameters:
  table_name: interaction
  sys_id: abc123def789
  fields: sys_id,number,channel,state,opened_at,closed_at,contact,parent,assigned_to,duration,disposition,transfer_count

生成的摘要：

CHAT SUMMARY - INT0078901
Channel: Chat | Duration: 18 minutes
Agent: Sarah Martinez | Transfers: 0
Date: Mar 19, 2026 10:15 - 10:33

CITIZEN: David Park | Sacramento, CA
Language: English | Prior Chats: 2

CASE: PSDS0051234 - Unemployment Benefits Application
Service: Employment Security - UI Benefits
Agency: Employment Development Department

CONVERSATION SUMMARY:
Topic: Unemployment insurance eligibility and application status
Citizen Inquiry: Asked about status of UI claim filed Feb 15
  and why payments have not been received.
Information Provided:
- Claim is in adjudication due to employer wage dispute
- Estimated timeline: 2-3 weeks for adjudication
- Citizen can continue to certify weekly while pending
Actions Taken:
- Verified identity via case number and DOB
- Escalated wage dispute documentation to adjudication unit
- Sent confirmation email with reference number

SERVICE DELIVERY:
- Referral: Adjudication Unit (internal escalation)
- Documents Requested: Final pay stub, termination letter
- Follow-up: Automated status update in 7 business days

CITIZEN SENTIMENT:
Initial: Frustrated (no payments for 4 weeks)
Resolution: Partially satisfied (timeline provided, escalated)

FOLLOW-UP ACTIONS:
1. Adjudication unit review - Due: Apr 2, 2026
2. Automated status notification - Scheduled: Mar 26, 2026

示例 2：多主题服务咨询聊天

场景： 公民在一个聊天会话中联系政府门户，咨询多项服务。

CHAT SUMMARY - INT0079015
Channel: Chat | Duration: 32 minutes
Agent: James Chen | Transfers: 1 (to Housing Dept)
Date: Mar 19, 2026 14:05 - 14:37

CITIZEN: Rosa Martinez | Houston, TX
Language: Spanish (bilingual agent used)
Accessibility: None noted | Prior Chats: 0 (first contact)

CONVERSATION SUMMARY:
Topic 1: Property tax exemption inquiry
- Explained homestead exemption eligibility criteria
- Directed to county tax assessor portal for application
- Provided deadline: April 30, 2026

Topic 2: Emergency housing assistance
- Transferred to Housing Department specialist (14:22)
- Citizen qualified for preliminary screening
- New case created: PSDS0051301

Topic 3: SNAP benefits renewal
- Confirmed renewal deadline: April 15, 2026
- Explained online renewal process via state portal
- Emailed renewal checklist to citizen

SERVICE DELIVERY:
- 3 services discussed across 2 departments
- 1 case created (housing assistance)
- 1 transfer (Housing Department)
- 2 referrals (tax assessor, SNAP portal)

COMPLIANCE:
- Identity verified via case lookup
- PII exchanged: Address, household size
- Spanish language accommodation provided
- All referral links sent via secure chat

FOLLOW-UP:
1. Housing case PSDS0051301 - screening appointment TBD
2. SNAP renewal reminder - automated Mar 31

相关技能

• psds/government-case-summarization - 完整的政府案件摘要
• csm/chat-recommendation - 聊天回复建议
• csm/case-summarization - 通用案件摘要
• csm/sentiment-analysis - 客户情绪分析