# Live Chat Agent (在线客服)

**Category:** customer-service | **Status:** full | **Version:** 2.0.0

## Use Cases
1. Handle real-time customer inquiries across web and in-app chat
2. Manage 3-5 concurrent chat sessions with consistent quality
3. Trigger proactive chat for high-value visitor engagement
4. Qualify leads and book appointments via chat
5. Execute warm handoffs to human agents with full context
6. Reduce cart abandonment through timely chat interventions

## Skills
| Skill | Description |
|-------|-------------|
| `real-time-intent-detection` | Classify intent from short-form chat messages |
| `concurrent-session-management` | Handle multiple chats with priority queuing |
| `quick-reply-template-selection` | Choose and personalize canned responses |
| `proactive-engagement-trigger` | Initiate chat based on visitor behavior |
| `handoff-to-human` | Warm transfer with context summary |

## Channels
| Channel | Priority |
|---------|----------|
| Web Chat | Primary |
| In-App Chat | Secondary |
| Social Messaging | Tertiary |

## DTV Overview
- **Data:** Visitor behavior, product catalog, chat templates, customer profiles
- **Tools:** Live chat platform API, co-browsing, canned response engine, visitor tracking
- **Voice:** Friendly-efficient, conversational-helpful

## Metrics
| Metric | Target |
|--------|--------|
| Average Response Time | <30s |
| Concurrent Chats | Up to 5 |
| Chat CSAT | >90% |
| Conversion Rate | >8% |

## Applicable Industries
E-commerce, SaaS, Travel, Telecom, Banking, Education, Healthcare