情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7160 · Product Recommendation
1
0
0
執行 #223
Sony (bulk R1) → production-baseline
- 狀態
- 已完成
- 案例
- 13
- 開始時間
- 16 May 12:28
- 耗時
- 852.0s
Cost & Tokens
$0.1328
Total Bot Cost · USD
21.1%
Prompt Cache Hit
- cost per case
- $0.0102
- cost per 1k tokens
- $0.0018
- input tokens
- 71,519
- output tokens
- 1,547
- cached tokens — prompt-cache hit
- 15,104
- Total Tokens
- 73,066
- cost per correct
- $0.0038
- pass rate
- 15.4%
- 2 / 13
- judge cost
- $0.0077
設定快照（reproducibility）
Bot 設定快照
-
b3d1a110-e484-4c3a-8de8-aa8be652f219
Judge 設定快照
model: gpt-4o-mini
T=0.0
max=4096
prompt: v1
13 / 13
0
1
11558 ms
$0.1328
73,066
$0.0077
64,268
情境調用與完成
情境調用與完成
維度總表
走對流程
召回
scenario
100.0%
[100.0% – 100.0%] · n=10
F1 96.7% · 召回 100.0% · 精確 95.0%
10 / 10 適用
用對工具
召回
tool_usage
60.0%
[30.0% – 90.0%] · n=10
F1 60.0% · 召回 60.0% · 精確 100.0%
10 / 10 適用
答得到位
平均
answer_quality
29.7%
[17.3% – 43.7%] · n=10
10 / 10 適用
-
案例 61C17514
我想找適合我的髮片，推薦一下嗎?
第 1 次嘗試 · 已完成 9894ms腳本進度 · Product Recommendation ✗ 卡關
01觸發條件
● 已觸發 Product Recommendation腳本規則
- When a person ask type of product. When a person wants to be recommended a product When a person have a issue that needs to fix
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### product — Product Category - Product [text] (必填): Product Category - Product Price [text] (必填): Price
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） Product 無線耳機 — （對話未走到） Product Price 1500元 — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品 2. search_knowledges — 從知識庫中搜尋與使用者查詢相關的知識 3. search_products_stock — 根據使用者需求呼叫電商 API 即時查詢商品資料，包含名稱、選項、價格、庫存等
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Provide at least 2 products with a link to their webpages.
完整測試 4 個步驟對話流程 · 1 turn
USER我想找適合我的髮片，推薦一下嗎?Hi there! I’m Sony, your friendly product assistant from Sony Singapore. Just to clarify, Sony doesn’t offer hairpieces or hair extensions. We specialize in electronics like headphones, cameras, TVs, and more. If you’re looking for beauty tech—like hair dryers or styling tools—I can totally recommend some awesome options! Would you like to check out our hair styling products instead? Let me know what you’re interested in!工具使用
0.0%- —
- 0.0%
- 0.0%
-
✗ search_products
-
✗ search_knowledges
-
✗ search_products_stock
003回答品質
0.0%- 0.0%
- 0.0%
- 0.0%
- 0.0%
- 推薦鮮色微增髮片，價格大約 NT$2000
- 推薦自然增髮片，價格約 NT$2500
- 你可以查看這些選項，看看哪一款適合你
Hi there! I’m Sony, your friendly product assistant from Sony Singapore. Just to clarify, Sony doesn’t offer hairpieces or hair extensions. We specialize in electronics like headphones, cameras, TVs, and more. If you’re looking for beauty tech—like hair dryers or styling tools—I can totally recommend some awesome options! Would you like to check out our hair styling products instead? Let me know what you’re interested in!- I 核心必答
-
- 推薦鮮色微增髮片，價格大約 NT$2000
- 推薦自然增髮片，價格約 NT$2500
- III 補充說明
-
- 你可以查看這些選項，看看哪一款適合你
這個回覆完全偏離了用戶的需求，沒有提供任何髮片的推薦，且錯誤地聲稱Sony不提供髮片或增髮產品。
錯誤陳述 (1)- Sony doesn’t offer hairpieces or hair extensions.
-
案例 78D9FFE8
請問如果我想了解產品的相關資訊該怎麼查詢呢？
第 1 次嘗試 · 已完成 13260ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手錶型號和功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER請問如果我想了解產品的相關資訊該怎麼查詢呢？Hi! I'm Sony, your friendly Sony Singapore assistant. If you want to check product information, here’s how you can do it: 1. Visit the official Sony Singapore Support page: https://www.sony.com.sg/electronics/support 2. Search for your product by name or model number. 3. On the product page, you’ll find tabs for Manuals, Help Guides, Specifications, and Firmware/Software updates. 4. You can also download PDF manuals or use the online Help Guide for detailed info. Want to compare specs or need help finding a specific product? Let me know what you’re looking for and I’ll guide you!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7154 · 知識與產品查詢
100工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 0.0%
- 您可以直接提出您的問題或想詢問的產品名稱
- 我們會統一處理知識庫查詢與產品資訊查詢
- 0.0%
- 並提供完整的資訊
Hi! I'm Sony, your friendly Sony Singapore assistant. If you want to check product information, here’s how you can do it: 1. Visit the official Sony Singapore Support page: https://www.sony.com.sg/electronics/support 2. Search for your product by name or model number. 3. On the product page, you’ll find tabs for Manuals, Help Guides, Specifications, and Firmware/Software updates. 4. You can also download PDF manuals or use the online Help Guide for detailed info. Want to compare specs or need help finding a specific product? Let me know what you’re looking for and I’ll guide you!- I 核心必答
-
- 您可以直接提出您的問題或想詢問的產品名稱
- 我們會統一處理知識庫查詢與產品資訊查詢
- III 補充說明
-
- 並提供完整的資訊
這個回答未能正確回應用戶的查詢，且使用了英文而非中文，違反了語言要求。回答中缺少了關鍵的查詢方式和完整資訊的提供，導致不完整和不正確。
錯誤陳述 (1)- 使用英文回答而非中文
-
案例 3A676D35
你們有什麼推薦的產品?
第 1 次嘗試 · 已完成 12501ms腳本進度 · Product Recommendation ✗ 卡關
01觸發條件
● 已觸發 Product Recommendation腳本規則
- When a person ask type of product. When a person wants to be recommended a product When a person have a issue that needs to fix
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### product — Product Category - Product [text] (必填): Product Category - Product Price [text] (必填): Price
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） Product 無線耳機 — （對話未走到） Product Price 1500元 — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品 2. search_knowledges — 從知識庫中搜尋與使用者查詢相關的知識 3. search_products_stock — 根據使用者需求呼叫電商 API 即時查詢商品資料，包含名稱、選項、價格、庫存等
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Provide at least 2 products with a link to their webpages.
完整測試 4 個步驟對話流程 · 1 turn
USER你們有什麼推薦的產品?Hi there! I’m Sony, your friendly product expert from Sony Singapore. I’d love to help you find the perfect product! Could you tell me what kind of product you’re interested in? For example: headphones, cameras, TVs, speakers, or something else? And do you have a budget in mind? Let me know so I can recommend the best options for you!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7160 · Product Recommendation
100工具使用
0.0%- —
- 0.0%
- 0.0%
-
✗ search_products
-
✗ search_knowledges
-
✗ search_products_stock
003回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 0.0%
- 產品 A - 價格: NT$ 1000
- 產品 B - 價格: NT$ 1500
Hi there! I’m Sony, your friendly product expert from Sony Singapore. I’d love to help you find the perfect product! Could you tell me what kind of product you’re interested in? For example: headphones, cameras, TVs, speakers, or something else? And do you have a budget in mind? Let me know so I can recommend the best options for you!- I 核心必答
-
- 產品 A - 價格: NT$ 1000
- 產品 B - 價格: NT$ 1500
回覆未能提供任何推薦產品，且使用英語而非繁體中文，未符合規範要求。
錯誤陳述 (1)- 使用英語回覆而非繁體中文
-
案例 5D6C9E47
你們的產品查詢怎麼用啊
第 1 次嘗試 · 已完成 22443ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手機型號和功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER你們的產品查詢怎麼用啊Hey there! I’m Sony, your friendly product assistant. Here’s how you can use our product search: 1. Go to the Sony Support page: https://www.sony.com.sg/electronics/support 2. Type your product’s model name (like KD-43X8000G or WF-1000XM3) in the search bar. Make sure you enter it correctly! 3. Click on your product from the suggestions to reach its support page. 4. On the product page, you’ll find tabs for Manuals, Firmware/Software, and Specifications. Want it even easier? Download the Support by Sony app for instant access and updates: - Android: https://www.sony.net/supportapp_g/?s_tc=sppapp_ap_en_lptop - iOS: https://www.sony.net/supportapp_a/?s_tc=sppapp_ap_en_lptop Need more details? Check this guide: https://www.sony.com.sg/electronics/support/articles/00194963 Let me know if you want step-by-step help or have a specific product in mind!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7154 · 知識與產品查詢
100工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 0.0%
- 當用戶提出問題或查詢時，會觸發知識與產品查詢的流程
- 使用並發搜尋來提供完整資訊
Hey there! I’m Sony, your friendly product assistant. Here’s how you can use our product search: 1. Go to the Sony Support page: https://www.sony.com.sg/electronics/support 2. Type your product’s model name (like KD-43X8000G or WF-1000XM3) in the search bar. Make sure you enter it correctly! 3. Click on your product from the suggestions to reach its support page. 4. On the product page, you’ll find tabs for Manuals, Firmware/Software, and Specifications. Want it even easier? Download the Support by Sony app for instant access and updates: - Android: https://www.sony.net/supportapp_g/?s_tc=sppapp_ap_en_lptop - iOS: https://www.sony.net/supportapp_a/?s_tc=sppapp_ap_en_lptop Need more details? Check this guide: https://www.sony.com.sg/electronics/support/articles/00194963 Let me know if you want step-by-step help or have a specific product in mind!- I 核心必答
-
- 當用戶提出問題或查詢時，會觸發知識與產品查詢的流程
- 使用並發搜尋來提供完整資訊
這個回覆未能正確回答用戶的查詢，並且提供了不必要的產品推薦，違反了規則。回覆缺少了關鍵的查詢流程和使用並發搜尋的資訊。
錯誤陳述 (1)- 回覆中包含了不必要的產品推薦和連結，違反了規則
-
案例 F392BBB7
可以推薦我適合的產品嗎?
第 1 次嘗試 · 已完成 9469ms腳本進度 · Product Recommendation ✗ 卡關
01觸發條件
● 已觸發 Product Recommendation腳本規則
- When a person ask type of product. When a person wants to be recommended a product When a person have a issue that needs to fix
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### product — Product Category - Product [text] (必填): Product Category - Product Price [text] (必填): Price
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） Product 無線耳機 — （對話未走到） Product Price 1500元 — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品 2. search_knowledges — 從知識庫中搜尋與使用者查詢相關的知識 3. search_products_stock — 根據使用者需求呼叫電商 API 即時查詢商品資料，包含名稱、選項、價格、庫存等
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Provide at least 2 products with a link to their webpages.
完整測試 4 個步驟對話流程 · 1 turn
USER可以推薦我適合的產品嗎?Hi there! I’m Sony, your friendly product assistant from Sony Singapore. I’d love to help you find the perfect product! Could you please tell me which product category you’re interested in (for example: headphones, cameras, TVs, etc.) and your budget range? This will help me recommend the best options for you!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7160 · Product Recommendation
100工具使用
0.0%- —
- 0.0%
- 0.0%
-
✗ search_products
-
✗ search_knowledges
-
✗ search_products_stock
003回答品質
40.0%- 90.0%
- 30.0%
- 0.0%
- 60.0%
- 請問你需要哪一類的產品？
- 還有預算大概是多少？
Hi there! I’m Sony, your friendly product assistant from Sony Singapore. I’d love to help you find the perfect product! Could you please tell me which product category you’re interested in (for example: headphones, cameras, TVs, etc.) and your budget range? This will help me recommend the best options for you!- III 補充說明
-
- 請問你需要哪一類的產品？
- 還有預算大概是多少？
回覆雖然詢問了產品類別和預算，但未提供任何產品推薦，且未遵循語言要求，使用了英文。
錯誤陳述 (1)- 回覆使用了英文，未遵循語言要求
-
案例 BDA0C153
你們那個新出來的髮片效果怎麼樣？
第 1 次嘗試 · 已完成 17764ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手錶有哪些功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER你們那個新出來的髮片效果怎麼樣？Hi! I’m Sony, your friendly product assistant. I couldn’t find any info about a new “hairpiece” product from Sony in our latest releases or official site. Could you double-check the product name or share more details? Maybe it’s a different category—let me know and I’ll help you out!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7154 · 知識與產品查詢
100工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 0.0%
- 知識與產品查詢可以幫助你了解最新的髮片資訊
- 提供完整的產品特性與效果
- 0.0%
- 具體的推薦要視你的需求而定
- 你最想知道哪些方面的資訊呢？
Hi! I’m Sony, your friendly product assistant. I couldn’t find any info about a new “hairpiece” product from Sony in our latest releases or official site. Could you double-check the product name or share more details? Maybe it’s a different category—let me know and I’ll help you out!- I 核心必答
-
- 知識與產品查詢可以幫助你了解最新的髮片資訊
- 提供完整的產品特性與效果
- III 補充說明
-
- 具體的推薦要視你的需求而定
- 你最想知道哪些方面的資訊呢？
這個回覆未能針對用戶的問題提供相關的髮片資訊，且錯誤地表示找不到新產品的資訊，這與知識查詢的要求不符。回覆中缺少了關鍵的產品特性與效果的描述，也未詢問用戶的具體需求。
錯誤陳述 (1)- 未能提供任何髮片的資訊
-
案例 FD6B7D6F
查詢產品資訊的時候會不會用並發搜尋啊
第 1 次嘗試 · 已完成 12975ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手機型號和功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER查詢產品資訊的時候會不會用並發搜尋啊Hi! I’m Sony, your friendly Sony Singapore assistant. Yes, when you search for product information on our support site, the system helps you find manuals, firmware, drivers, and specifications by searching across relevant resources at once—so you get all the info you need quickly! Just type your exact model name in the search bar on our Support website for the most accurate results. Want to try it out? Here’s where to start: https://www.sony.com.sg/electronics/support If you need help with a specific product or want to know more about how the search works, let me know!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7154 · 知識與產品查詢
100工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
76.7%- 90.0%
- 60.0%
- 80.0%
- 60.0%
Hi! I’m Sony, your friendly Sony Singapore assistant. Yes, when you search for product information on our support site, the system helps you find manuals, firmware, drivers, and specifications by searching across relevant resources at once—so you get all the info you need quickly! Just type your exact model name in the search bar on our Support website for the most accurate results. Want to try it out? Here’s where to start: https://www.sony.com.sg/electronics/support If you need help with a specific product or want to know more about how the search works, let me know!- I 核心必答
-
- 查詢過程中會使用並發搜尋來提供完整的資訊
回覆中提到查詢過程中會使用並發搜尋，但未完整回答用戶的問題，且包含了不必要的推薦內容，違反了規則。
-
案例 526982ED
有沒有什麼資訊可以告訴我關於髮片的價格和特點?
第 1 次嘗試 · 已完成 18922ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 請問最新的無線耳機有哪些推薦？ — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER有沒有什麼資訊可以告訴我關於髮片的價格和特點?Hi! I’m Sony, your friendly product assistant. It looks like you’re asking about “hairpiece” prices and features, but I couldn’t find any Sony products or info related to hairpieces. If you meant headphones, headsets, or audio gear, here are some options: - INZONE H9 II Wireless Noise Cancelling Gaming Headset: S$479 (discounted), pro-level sound, lightweight, detachable mic, advanced noise cancelling. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-h9-ii?sku=wh-g910n-bz-e - INZONE H5 Wireless Gaming Headset: S$149 (discounted), 360 Spatial Sound for gaming, lightweight design, AI-based noise reduction. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-h5?sku=wh-g500-wz-e - INZONE Buds Truly Wireless Noise Cancelling Gaming Earbuds: S$189 (discounted), 360 Spatial Sound, up to 12 hours gameplay, truly wireless. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-buds?sku=wf-g700n-wz-e If you meant something else or want a different product category, let me know!情境路由
66.7%- 50.0%
- 100.0%
- 66.7%
-
✓ 7154 · 知識與產品查詢
意料之外 (1)-
! Product Recommendation
110工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
0.0%- 0.0%
- 0.0%
- 0.0%
- 0.0%
- 目前我們提供的髮片有多種價格和特點
- 您可以告訴我您想了解的特定髮片，我可以提供相關的資訊
Hi! I’m Sony, your friendly product assistant. It looks like you’re asking about “hairpiece” prices and features, but I couldn’t find any Sony products or info related to hairpieces. If you meant headphones, headsets, or audio gear, here are some options: - INZONE H9 II Wireless Noise Cancelling Gaming Headset: S$479 (discounted), pro-level sound, lightweight, detachable mic, advanced noise cancelling. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-h9-ii?sku=wh-g910n-bz-e - INZONE H5 Wireless Gaming Headset: S$149 (discounted), 360 Spatial Sound for gaming, lightweight design, AI-based noise reduction. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-h5?sku=wh-g500-wz-e - INZONE Buds Truly Wireless Noise Cancelling Gaming Earbuds: S$189 (discounted), 360 Spatial Sound, up to 12 hours gameplay, truly wireless. Learn more: https://www.sony.com.sg/gaming-gear/products/inzone-buds?sku=wf-g700n-wz-e If you meant something else or want a different product category, let me know!- I 核心必答
-
- 目前我們提供的髮片有多種價格和特點
- III 補充說明
-
- 您可以告訴我您想了解的特定髮片，我可以提供相關的資訊
這個回覆完全偏離了用戶的問題，並且提供了與髮片無關的耳機資訊，未能回答髮片的價格和特點。回覆中也沒有詢問用戶的具體需求，導致缺乏必要的互動。
錯誤陳述 (1)- 無法找到與髮片相關的產品或資訊
-
案例 D8154FB7
你們有沒有進階統一搜尋的工具可以用？
第 1 次嘗試 · 已完成 14702ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手錶有哪些功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER你們有沒有進階統一搜尋的工具可以用？Hi! I'm Sony, your friendly customer service assistant. If you're asking about advanced unified search tools, we do have smart features integrated into some of our products, like the Xperia 1 VII smartphone, which comes with Google Gemini for AI-assisted searching and productivity. You can check out more about this feature here: https://www.sony.com.sg/smartphones/products/xperia-1m7?sku=xq-fs72-g1seac0 If you meant something else by "advanced unified search," could you clarify what type of tool or product you're looking for? Let me know so I can help you better!情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7154 · 知識與產品查詢
100工具使用
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ search_unified
100回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 30.0%
- 我們有一個進階統一搜尋的 API 工具
- 可以幫助處理知識庫與產品資訊的查詢
- 這個工具支援自適應三通道重排序
- 提供完整的資訊查詢服務
Hi! I'm Sony, your friendly customer service assistant. If you're asking about advanced unified search tools, we do have smart features integrated into some of our products, like the Xperia 1 VII smartphone, which comes with Google Gemini for AI-assisted searching and productivity. You can check out more about this feature here: https://www.sony.com.sg/smartphones/products/xperia-1m7?sku=xq-fs72-g1seac0 If you meant something else by "advanced unified search," could you clarify what type of tool or product you're looking for? Let me know so I can help you better!- I 核心必答
-
- 我們有一個進階統一搜尋的 API 工具
- 可以幫助處理知識庫與產品資訊的查詢
- 這個工具支援自適應三通道重排序
- 提供完整的資訊查詢服務
回覆中提到的產品推薦不符合規範，且未正確回答用戶的問題。缺少了關於進階統一搜尋工具的具體資訊，導致完整性和正確性得分低。
錯誤陳述 (1)- 提供了不必要的產品推薦
-
案例 0EE3D3E2
如果我有需要解決的問題，能否幫我推薦適合的產品呢？
第 1 次嘗試 · 已完成 8098ms腳本進度 · Product Recommendation ✗ 卡關
01觸發條件
● 已觸發 Product Recommendation腳本規則
- When a person ask type of product. When a person wants to be recommended a product When a person have a issue that needs to fix
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### product — Product Category - Product [text] (必填): Product Category - Product Price [text] (必填): Price
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） Product 無線耳機 — （對話未走到） Product Price 1500元 — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品 2. search_knowledges — 從知識庫中搜尋與使用者查詢相關的知識 3. search_products_stock — 根據使用者需求呼叫電商 API 即時查詢商品資料，包含名稱、選項、價格、庫存等
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Provide at least 2 products with a link to their webpages.
完整測試 4 個步驟對話流程 · 1 turn
USER如果我有需要解決的問題，能否幫我推薦適合的產品呢？Hi there! I’m Sony, your friendly product assistant from Sony Singapore. Absolutely, I can help recommend the perfect Sony products for your needs! Just let me know what kind of problem you want to solve or what you’re looking for—like audio, TV, camera, gaming, or anything else. The more details you share, the better my recommendations will be! What can I help you with today?情境路由
100.0%- 100.0%
- 100.0%
- 100.0%
-
✓ 7160 · Product Recommendation
100工具使用
0.0%- —
- 0.0%
- 0.0%
-
✗ search_products
-
✗ search_knowledges
-
✗ search_products_stock
003回答品質
46.7%- 90.0%
- 50.0%
- 0.0%
- 50.0%
- 我們會觸發產品推薦流程
- 可以推薦至少兩種適合的產品
- 提供它們的網頁連結
- 0.0%
- 請提供問題的類型
Hi there! I’m Sony, your friendly product assistant from Sony Singapore. Absolutely, I can help recommend the perfect Sony products for your needs! Just let me know what kind of problem you want to solve or what you’re looking for—like audio, TV, camera, gaming, or anything else. The more details you share, the better my recommendations will be! What can I help you with today?- I 核心必答
-
- 我們會觸發產品推薦流程
- 可以推薦至少兩種適合的產品
- 提供它們的網頁連結
- III 補充說明
-
- 請提供問題的類型
這個回覆雖然有針對用戶的需求進行詢問，但未能提供至少兩種產品的推薦和相關連結，未符合規範要求，因此完整性和正確性得分低。
對話素養（混合問答）
對話素養（混合問答）
維度總表
找對資料
召回
retrieval
—
—
不亂編造
平均
faithfulness
0.0%
[0.0% – 0.0%] · n=2
3 / 3 適用
答得到位
平均
answer_quality
47.8%
[26.7% – 83.3%] · n=3
3 / 3 適用
-
案例 F3C5E0C2
請問有推薦的產品類型嗎？
第 1 次嘗試 · 已完成 18060ms腳本進度 · Product Recommendation ✗ 卡關
01觸發條件
● 已觸發 Product Recommendation腳本規則
- When a person ask type of product. When a person wants to be recommended a product When a person have a issue that needs to fix
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### product — Product Category - Product [text] (必填): Product Category - Product Price [text] (必填): Price
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） Product 無線耳機 — （對話未走到） Product Price 1500元 — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品 2. search_knowledges — 從知識庫中搜尋與使用者查詢相關的知識 3. search_products_stock — 根據使用者需求呼叫電商 API 即時查詢商品資料，包含名稱、選項、價格、庫存等
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Provide at least 2 products with a link to their webpages.
完整測試 4 個步驟對話流程 · 1 turn
USER請問有推薦的產品類型嗎？Hi there! I’m Sony, your friendly product assistant from Sony Singapore. 😄 We have a wide range of awesome products—like TVs, headphones, cameras, speakers, gaming gear, and more! Are you looking for something specific or want to know what’s trending right now? Let me know your interests or budget, and I’ll recommend some cool options for you!PARTIAL忠實度——metric 尚未齊全 (缺：hallucination_rate, citation_grounding)回答品質
33.3%- 70.0%
- 30.0%
- 0.0%
- 0.0%
- 請告訴我您需要解決的問題或您有興趣的產品類別
- 我將為您提供相關的建議與產品連結
Hi there! I’m Sony, your friendly product assistant from Sony Singapore. 😄 We have a wide range of awesome products—like TVs, headphones, cameras, speakers, gaming gear, and more! Are you looking for something specific or want to know what’s trending right now? Let me know your interests or budget, and I’ll recommend some cool options for you!- III 補充說明
-
- 請告訴我您需要解決的問題或您有興趣的產品類別
- 我將為您提供相關的建議與產品連結
這個回覆未能提供具體的產品推薦，且沒有遵循要求提供產品連結的規則。回覆的內容雖然友好，但缺乏必要的具體性和完整性。
-
案例 073AA720
想跟真人客服聊天
第 1 次嘗試 · 已完成 7285ms腳本進度 · 轉接真人客服 ✓ 已走完
01觸發條件
● 已觸發 轉接真人客服腳本規則
- When user requests to speak with a live agent, e.g.: live chat, real person, talk to agent 轉接真人客服的 Agent 情景
02資訊收集
— 依規則行為（由「回答品質」評分）03API 工具
— 此案例不測04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Transfer to live agent immediately
測試 2 步 · 此案例不測 2 步對話流程 · 1 turn
USER想跟真人客服聊天To better serve you, let me assign an agent for you to speak to.PARTIAL忠實度——metric 尚未齊全 (缺：hallucination_rate, citation_grounding)回答品質
83.3%- 100.0%
- 50.0%
- 100.0%
- 50.0%
- 轉接真人客服
To better serve you, let me assign an agent for you to speak to.- I 核心必答
-
- 轉接真人客服
回覆雖然與用戶的需求相關，但未能直接轉接真人客服，僅表示將指派客服人員，未完全符合要求。
-
案例 2E83A143
我可以查什麼產品資訊?
第 1 次嘗試 · 已完成 15490ms腳本進度 · 知識與產品查詢 ✗ 卡關
01觸發條件
● 已觸發 知識與產品查詢腳本規則
- When user asks a question or makes an inquiry 統一處理知識庫查詢與產品資訊查詢，使用並發搜尋提供完整資訊
02資訊收集
✗ 已收集 0 / 2 項腳本規則
### knowledge_and_product_search_parameters — 知識庫與產品並發搜尋參數 - query [string] (必填): User's current main question or topic to inquire about, or product they want to query or get recommendations for (3-20 word phrase, focusing on latest intent, excluding resolved or irrelevant content) - keywords_or_codes [array] (必填): All codes, labels, product keywords, model numbers appearing in user's message (e.g., C90012, T1234), empty array if none
預期 / 已收集 (0/2)
欄位 預期值（generate） 已收集（run） query 我想了解最新的智能手錶有哪些功能 — （對話未走到） keywords_or_codes [] — （對話未走到） 03API 工具
○ 等待資訊收集完成腳本規則
1. search_unified — 進階統一搜尋：跨知識庫、產品與連結資料，支援自適應三通道重排序
04回覆規則
● bot 已回覆（單問單答案例，未啟用多輪迴圈）腳本規則
- Informational questions → Answer with knowledge content only, do not proactively recommend products - When user explicitly requests recommendations → Provide only name, price, and key features
完整測試 4 個步驟對話流程 · 1 turn
USER我可以查什麼產品資訊?Hi! I'm Sony, your friendly Sony Singapore assistant. You can check a wide range of product info, including: - Product manuals and help guides - Firmware and software updates - Product specifications and features - Accessory compatibility - Troubleshooting tips and FAQs You can also compare product specs, find out about warranty, and get support for your device. If you have a specific product or topic in mind, just let me know! Want to start with a particular Sony product?回答品質
26.7%- 50.0%
- 30.0%
- 0.0%
- 0.0%
- 請告訴我您想查詢的產品類型
Hi! I'm Sony, your friendly Sony Singapore assistant. You can check a wide range of product info, including: - Product manuals and help guides - Firmware and software updates - Product specifications and features - Accessory compatibility - Troubleshooting tips and FAQs You can also compare product specs, find out about warranty, and get support for your device. If you have a specific product or topic in mind, just let me know! Want to start with a particular Sony product?- III 補充說明
-
- 請告訴我您想查詢的產品類型
回覆未能遵循規則，主動提供了不必要的產品資訊，且未詢問使用者想查詢的具體產品類型，導致相關性和完整性得分低。
錯誤陳述 (1)- 使用者查詢的問題是關於產品資訊，但回覆中包含了不必要的產品推薦和資訊，違反了規則。