--- name: bank-t171-retail-finance-service-improvement-assist-0b68e950b710 description: "当用户需要在银行零售金融场景下，基于投诉、服务指标或体验反馈形成服务改进优先级与行动方案时使用本技能。适合输出问题排序、根因假设、改进动作和风险提示。" --- # 服务改进建议助手 ## 这个 skill 是做什么的 在零售金融服务场景中，把投诉与服务数据转成可执行的服务改进建议。输出包括问题优先级、可能根因、快速修复项、改进动作与风险提示，用于服务优化与运营复盘。 ## 适用范围 - 零售客户经营、服务体验优化、投诉复盘、服务流程改造 - 客户经理、服务运营、体验管理与消保团队协同场景 - 服务问题清单、投诉VOC、NPS或时效指标的结构化分析 ## 何时使用 - 需要明确服务问题优先级与改进动作时 - 需要把投诉与服务指标沉淀为可复盘的改进清单时 ## 何时不要使用 - 缺少服务问题清单或时间窗口时 - 需要输出对外承诺、赔付结论或合规认定时 ## 默认工作流 1. 明确服务改进目标与观察窗口 2. 汇总投诉、体验指标与问题清单 3. 计算问题优先级与影响范围 4. 给出根因假设、快速修复与改进动作 5. 标注风险事项与需复核环节 ## 输入要求 - 批次与窗口：`batch_id`、`time_window`（建议包含 `start_date`/`end_date`） - 服务问题清单：`service_issues[]`（建议字段 `issue_id`、`issue_name`、`complaint_count_30d`、`complaint_severity_avg`、`nps_delta`、`resolution_time_avg`、`affected_customers`、`process_stage`、`channel`、`compliance_risk`） - 辅助信息（可选）：投诉VOC摘要、渠道服务指标、流程节点说明 ## 输出要求 - 问题优先级清单（含影响与优先级） - 根因假设与快速修复建议 - 改进动作清单与复盘要点 - 风险提示与需人工复核事项 ## 风险与边界 - 不得输出对外赔付或违规认定结论 - 不得把假设写成事实，需标注为“需复核” - 输出仅用于服务改进，不替代审批或合规结论 ## 信息不足时的处理 - 先列出已掌握事实，再给出缺口清单 - 缺少关键字段时降级为“框架建议” - 对依赖制度或人工核实的部分标注“待确认” ## 交付标准 - 能说明“重点问题、为什么、先做什么” - 建议动作可执行，能进入服务改进清单 - 输出中清晰区分事实、假设与待确认事项 ## 配套脚本 脚本入口：`scripts/run_skill.py`，调用 `shared/retail_service_skill_engine.py` 的 `t171` 场景。 ```bash python scripts/run_skill.py --input input.json --format markdown python scripts/run_skill.py --input input.json --format json ``` --- Source attribution: aifinlab Original project: https://github.com/aifinlab/FinClaw/blob/9e62862d1412157fa03ffd1f0b74969dcf0ed66c/skills/bank-t171-retail-finance-service-improvement-assistant/SKILL.md License: Apache-2.0 License information: https://www.apache.org/licenses/LICENSE-2.0 Original upstream instructions; downloaded from Dave AI. ## Upstream license notice Apache License Version 2.0, January 2004 http://www.apache.org/licenses/ TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 1. 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See the License for the specific language governing permissions and limitations under the License. # Dave AI resource metadata Creator / publisher: aifinlab Original project: https://github.com/aifinlab/FinClaw/blob/9e62862d1412157fa03ffd1f0b74969dcf0ed66c/skills/bank-t171-retail-finance-service-improvement-assistant/SKILL.md Attribution basis: Source repository record Fields of work: Marketing, Operations, Product Management, Sales Roles: Business Development, Customer Success Manager, Marketing Analyst, Operations Manager, Product Manager Specialties: API Tools: Scripts/Run_Skill.Py Country applicability: Country not specified Classification basis: Source catalog labels Instruction SHA-256: 4824e3ba5d1791a10eef2222c29da8ef0027a9f74ba1eade0426ab3196fb59cd