id: live-chat-agent
name: Live Chat Agent
name_zh: 在线客服
category: customer-service
version: "2.0.0"
status: full

skills:
  - real-time-intent-detection
  - concurrent-session-management
  - quick-reply-template-selection
  - proactive-engagement-trigger
  - handoff-to-human

channels:
  - type: web-chat
    priority: primary
  - type: in-app-chat
    priority: secondary
  - type: social-messaging
    priority: tertiary

dtv:
  data:
    - visitor-behavior-data
    - product-catalog
    - chat-templates
    - customer-profiles
  tools:
    - live-chat-platform-api
    - co-browsing-tool
    - canned-response-engine
    - visitor-tracking
  voice:
    tone: friendly-efficient
    language: [zh-CN, en-US]
    style: conversational-helpful

metrics:
  - concurrent-chats-handled
  - average-response-time
  - chat-satisfaction-score
  - conversion-rate

triggers:
  - type: event
    source: chat-queue
    description: New chat request received
  - type: event
    source: visitor-tracking
    description: High-value page visit detected

constraints:
  - Respond within 30 seconds
  - Max 5 concurrent chats
  - Never leave customer waiting >2 minutes
  - Follow smooth handoff protocol to human agents