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# 示例 Contact Lens 通过分析的聊天输出文件 Contact Lens 对话分析
本节显示通过 Contact Lens 对话分析功能分析的聊天对话的架构示例。该示例显示了推断的情绪、匹配的类别、联系摘要和响应时间。
经过分析的原始文件包含完整的聊天转录。**联系详细信息**页面上聊天**转录**字段里的内容与原始 Contact Lens 分析文件中 `Transcript` 字段里的内容相同。此外，分析的文件可能包含更多字段，例如用于指示加密分析文件中有加密数据的 `Redaction` 分区。
**注意**
某些 `ConversationCharacteristics` 包括 `DetailsByParticipantRole` 映射，参与者角色为密钥。但是，并非 `Participants` 列表中的所有角色（如 `CUSTOMER` 或 `AGENT`）都保证在 `DetailsByParticipantRole` 对象中具有相应的密钥。参与者的某个键是否存在取决于是否有符合 Contact Lens 分析条件的数据。
## 类别
`PointsOfInterest` 在聊天后类别和通话后类别之间有所不同：
+ Post-call `PointsOfInterest`有毫秒偏移量。
+ Post-chat `PointsOfInterest`有一个数组`TranscriptItems`；每个项目都有一个`id`和`CharacterOffset`。
有一个 `PointsOfInterest` 数组。每个数组都有一个 `TranscriptItems` 数组：每个 `PointOfInterest` 都用于类别匹配，但每个匹配均可以跨越多个转录项目。
对于通话和聊天，`PointsOfInterest` 数组可能为空。这意味着相应类别与整个联系匹配。例如，如果在联系中未提及 `Hello` 时创建规则以匹配类别，则转录中没有任何部分可以精确指出这种情况。
**注意**
目前，仅针对 `text/plain`、`text/markdown` 聊天消息推断类别。
## 主要亮点
**关键要点**位于 `ConversationCharacteristics.ContactSummary.SummaryItemsDetected` 数组中。该数组中只能有一个项目，强调只能找到一组 `Issue`、`Outcome` 和 `Action` 项目。
数组中的每个对象均具有以下字段：`IssuesDetected`、`OutcomesDetected`、`ActionItemsDetected`。
每个字段都有一个包含 `Id` 和 `CharacterOffsets` 的 `TranscriptItems` 数组。它们描述了 `TranscriptItems` 和被确定为包含相应联系摘要的特定部分：问题、结果或操作项。
**注意**
目前，只针对 `text/plain` 聊天消息推断关键要点。
## 情绪
### 总体情绪
联系参与者的 `DetailsByParticipantRole` 字段情绪得分与用于语音分析文件的 Contact Lens 类似。
`DetailsByInteraction` 字段会提供聊天互动 `WithAgent` 和 `WithoutAgent` 部分的 `CUSTOMER` 情绪得分。如果互动的这些部分没有客户消息，则相应的字段将不存在。
**注意**
目前，仅针对 `text/plain`、`text/markdown` 聊天消息推断情绪。
### 情绪转变
`DetailsByParticipantRole` 字段包含一个对象，用于描述联系参与者（即 `AGENT`、`CUSTOMER`）的情绪转变：`BeginScore` 和 `EndScore`。
`DetailsByInteraction` 字段会提供聊天互动 `WithAgent` 和 `WithoutAgent` 部分的 `CUSTOMER` 情绪转变。如果互动的这些部分没有客户消息，则相应的字段将不存在。
情绪转变可提供有关参与者在整个聊天互动过程中情绪如何变化的信息。
## 响应时间
`AgentGreetingTimeMillis` 测量当 `AGENT` 加入聊天时与他们结束向客户发送第一条消息之时之间的时间。
`DetailsByParticipantRole` 对于每个参与者均具有以下特征：
+ `Average`：参与者的平均响应时间是多长。
+ `Maximum`：参与者的最长响应时间是多长。如果有多个转录项目具有相同的最长响应时间，那么它们是哪些项目。
要计算给定参与者的 `Average` 和 `Maximum` 响应时间，他们需要响应来自另一个参与者的消息（`AGENT` 需要响应 `CUSTOMER`，反之亦然）。
例如，如果在聊天结束之前只有一条来自 `CUSTOMER` 的消息，然后只有一条来自 `AGENT` 的消息，则 Contact Lens 将计算 `AGENT` 的响应时间，但不会计算 `CUSTOMER` 的响应时间。
**注意**
目前，仅针对 ` text/plain`、`text/markdown` 聊天消息推断响应时间。
## 加密
请注意关于聊天原始分析文件的以下信息：
+ 仅当有数据需要加密时，转录项目才会包括 `Redaction` 分区。该分区包含加密分析文件中已加密数据的字符偏移量。
+ 如果加密了两条或更多条消息，则第一个偏移量适用于第一条已加密消息，第二个偏移量适用于第二条已加密消息，依此类推。
`AGENT` 和 `CUSTOMER` 的 `DisplayNames` 将被加密，因为它们包含 PII。这一点也适用于 `AttachmentName`。
`CharacterOffsets` 会考虑加密分析文件中 `Content` 长度的加密更改。`CharacterOffsets` 描述的是加密的内容，而不是原始内容。
## 原始聊天文件示例
```
{
"AccountId": "123456789012",
"Categories": {
"MatchedCategories": [
"agent-intro"
],
"MatchedDetails": {
"agent-intro": {
"PointsOfInterest": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 73
},
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
}
]
}
}
},
"Channel": "CHAT",
"ChatTranscriptVersion": "2019-08-26",
"ContentMetadata": {
"Output": "Raw"
},
"ConversationCharacteristics": {
"ContactSummary": {
"PostContactSummary": {
"Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
}
},
"SummaryItemsDetected": [
{
"ActionItemsDetected": [],
"IssuesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 72,
"EndOffsetChar": 244
},
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
}
]
"OutcomesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 150
},
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
}
]
}
],
"ResponseTime": {
"AgentGreetingTimeMillis": 2511,
"DetailsByParticipantRole": {
"AGENT": {
"Average": {
"ValueMillis": 5575
},
"Maximum": {
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
],
"ValueMillis": 7309
}
},
"CUSTOMER": {
"Average": {
"ValueMillis": 5875
},
"Maximum": {
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
],
"ValueMillis": 11366
}
}
}
},
"Sentiment": {
"DetailsByTranscriptItemGroup": [
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc"
},
{
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e"
},
{
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 3.3333333333333335,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -1.6666666666666667,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c"
},
{
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -2.5,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0"
}
]
}
],
"OverallSentiment": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": 0
}
}
},
"DetailsByParticipantRole": {
"AGENT": 1.1538461538461537,
"CUSTOMER": 0
}
},
"SentimentShift": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": {
"BeginScore": -3,
"EndScore": 3.75
}
}
}
},
"DetailsByParticipantRole": {
"AGENT": {
"BeginScore": 0,
"EndScore": 2.5
},
"CUSTOMER": {
"BeginScore": -3.75,
"EndScore": 3.75
},
"SYSTEM": {
"BeginScore": 2.5,
"EndScore": 0
}
}
}
}
},
"CustomerMetadata": {
"ContactId": "b49644f6-672f-445c-b209-f76b36482830",
"InputS3Uri": "{{path to the json file in s3}}",
"InstanceId": "f23fc323-3d6d-48aa-95dc-EXAMPLE012"
},
"JobStatus": "COMPLETED",
"LanguageCode": "en-US",
"Participants": [
{
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER"
},
{
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM"
},
{
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT"
}
],
"Transcript": [
{
"AbsoluteTime": "2022-10-27T03:31:50.735Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "John",
"Id": "740c494d-9df7-4400-91c0-3e4df33922c8",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:31:53.390Z",
"Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:55.131Z",
"Content": "The time in queue is less than 5 minutes.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "1276382b-facb-49c5-8d34-62e3b0f50002",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:56.618Z",
"Content": "You are now being placed in queue to chat with an agent.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "88c2363e-8206-4781-a353-c15e1ccacc12",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:00.951Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "Jane",
"Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:32:03.462Z",
"Content": "Hello, thanks for reaching Example Corp. This is Jane. How may I help you?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 46,
"EndOffsetChar": 53
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:08.102Z",
"Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:14.137Z",
"Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:18.781Z",
"Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:24.123Z",
"Content": "Ok. Can I get your first and last name please?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:29.879Z",
"Content": "Yeah. My first name is John and last name is Doe.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 21,
"EndOffsetChar": 26
},
{
"BeginOffsetChar": 44,
"EndOffsetChar": 49
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:34.670Z",
"Content": "Could you please provide me with the order ID number?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:39.726Z",
"Content": "Yes, just . Looking ...",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:44.887Z",
"Content": "Not a problem, take your time.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:52.978Z",
"Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:59.441Z",
"Content": "alright, perfect. And could you also just confirm the shipping address for me?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 77,
"EndOffsetChar": 78
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:05.455Z",
"Content": "123 Any Street, Any Town, and the zip code is 98109.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 0,
"EndOffsetChar": 27
},
{
"BeginOffsetChar": 49,
"EndOffsetChar": 54
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:12.764Z",
"Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:17.412Z",
"Content": "Ok. Last four for my debit care are 9008",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 27,
"EndOffsetChar": 31
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:22.486Z",
"Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:38.961Z",
"Content": "I apologize for the experience you had Mr. Doe, its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 41,
"EndOffsetChar": 46
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:44.192Z",
"Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:51.310Z",
"Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:33:56.287Z",
"Content": "Thank you sir one moment please.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:01.224Z",
"Content": "Alright are you still there Mr Doe?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 30,
"EndOffsetChar": 35
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:07.093Z",
"Content": "Yeah.",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:12.562Z",
"Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:17.029Z",
"Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:22.269Z",
"Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:26.353Z",
"Content": "Okay! No problem. Sounds great. Thank you for all your help!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:31.431Z",
"Content": "Is there anything else I can help you out with John?",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Redaction": {
"CharacterOffsets": [
{
"BeginOffsetChar": 48,
"EndOffsetChar": 53
}
]
},
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:36.704Z",
"Content": "Nope!",
"ContentType": "text/markdown",
"DisplayName": "John",
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:41.448Z",
"Content": "Ok great! Have a great day.",
"ContentType": "text/markdown",
"DisplayName": "Jane",
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:34:42.799Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.left",
"DisplayName": "John",
"Id": "d1ba54ba-61d4-4a48-9a9a-6cd17d70b8fb",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:34:43.192Z",
"ContentType": "application/vnd.amazonaws.connect.event.chat.ended",
"Id": "2d9a0e4f-faec-485f-97af-2767dde1f30a",
"Type": "EVENT"
}
],
"Version": "CHAT-2022-11-30"
}
```
## 加密聊天文件示例
```
{
"AccountId": "123456789012",
"Categories": {
"MatchedCategories": [
"agent-intro"
],
"MatchedDetails": {
"agent-intro": {
"PointsOfInterest": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 71
},
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
}
]
}
}
},
"Channel": "CHAT",
"ChatTranscriptVersion": "2019-08-26",
"ContentMetadata": {
"Output": "Redacted",
"RedactionTypes": [
"PII"
],
"RedactionTypesMetadata": {
"PII": {
"RedactionMaskMode": "PII"
}
}
},
"ConversationCharacteristics": {
"ContactSummary": {
"SummaryItemsDetected": [
{
"ActionItemsDetected": [],
"IssuesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 72,
"EndOffsetChar": 244
},
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
}
],
"OutcomesDetected": [
{
"TranscriptItems": [
{
"CharacterOffsets": {
"BeginOffsetChar": 0,
"EndOffsetChar": 150
},
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
}
]
}
]
"ContactSummary": {
"PostContactSummary": {
"Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
}
}
],
},
"ResponseTime": {
"AgentGreetingTimeMillis": 2511,
"DetailsByParticipantRole": {
"AGENT": {
"Average": {
"ValueMillis": 5575
},
"Maximum": {
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
],
"ValueMillis": 7309
}
},
"CUSTOMER": {
"Average": {
"ValueMillis": 5875
},
"Maximum": {
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
],
"ValueMillis": 11366
}
}
}
},
"Sentiment": {
"DetailsByTranscriptItemGroup": [
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3673d926-6e75-4620-a6f0-7ea571790a15"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3c4a2a1e-6790-46a6-8ad4-4a0980b04795"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "21acf0fc-7259-4a08-b4cd-688eb56587d3"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2b8ba020-53ee-4053-b5b7-35364ac1c7df"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "28d0a1ce-64d1-4625-bbef-4cfeb97b6742"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ef9b8622-32d5-4cfd-9ccc-a242502267bc"
},
{
"Id": "03a9de67-f9e1-4884-a1a3-ecea78a4ce9e"
},
{
"Id": "cfee5ece-a671-4a11-9ec2-89aba4b7d688"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "1761f27e-0989-4b6d-a046-fc03d2c6bc9c"
}
]
},
{
"ParticipantRole": "AGENT",
"ProgressiveScore": 3.3333333333333335,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "8cdff161-dc25-44e6-986f-fc0e08ee0a7d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -1.6666666666666667,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEGATIVE",
"TranscriptItems": [
{
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c"
},
{
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "8fbb8dd4-9fd4-4991-83dc-5f06eeead9aa"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": -2.5,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3b856fd9-0eeb-4fb2-93ed-95ec4aeae3a6"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "d334058f-e3de-4cf1-a361-32e4e61f1839"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "3ec6adb5-3f11-409c-af39-40cf7ba6f078"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "c71ad383-f876-4bb3-b254-7837b6a3d395"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "4b292b64-4a33-45ff-89df-d5a175d16d70"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 0,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 1.6666666666666667,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "POSITIVE",
"TranscriptItems": [
{
"Id": "5a27cc39-9b73-4ebe-9275-5e6723788a1b"
}
]
},
{
"ParticipantRole": "CUSTOMER",
"ProgressiveScore": 3.75,
"Sentiment": "NEUTRAL",
"TranscriptItems": [
{
"Id": "540368c7-ec19-4fc0-8c86-0a5ee62d31a0"
}
]
}
],
"OverallSentiment": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": 0
}
}
},
"DetailsByParticipantRole": {
"AGENT": 1.1538461538461537,
"CUSTOMER": 0
}
},
"SentimentShift": {
"DetailsByInteraction": {
"DetailsByParticipantRole": {
"CUSTOMER": {
"WithAgent": {
"BeginScore": -3,
"EndScore": 3.75
}
}
}
},
"DetailsByParticipantRole": {
"AGENT": {
"BeginScore": 0,
"EndScore": 2.5
},
"CUSTOMER": {
"BeginScore": -3.75,
"EndScore": 3.75
}
}
}
}
},
"CustomerMetadata": {
"ContactId": "b49644f6-672f-445c-b209-f76b36482830",
"InputS3Uri": "{{path to the json file in s3}}",
"InstanceId": "f23fc323-3d6d-48aa-EXAMPLE012"
},
"JobStatus": "COMPLETED",
"LanguageCode": "en-US",
"Participants": [
{
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER"
},
{
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM"
},
{
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT"
}
],
"Transcript": [
{
"AbsoluteTime": "2022-10-27T03:31:50.735Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "[PII]",
"Id": "740c494d-9df7-4400-91c0-3e4df33922c8",
"ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
"ParticipantRole": "CUSTOMER",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:31:53.390Z",
"Content": "Hello, thanks for contacting us. This is an example of what the Amazon Connect virtual contact center can enable you to do.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "78aa8229-714a-4c87-916b-ce7d8d567ab2",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:55.131Z",
"Content": "The time in queue is less than 5 minutes.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "1276382b-facb-49c5-8d34-62e3b0f50002",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:31:56.618Z",
"Content": "You are now being placed in queue to chat with an agent.",
"ContentType": "text/plain",
"DisplayName": "SYSTEM_MESSAGE",
"Id": "88c2363e-8206-4781-a353-c15e1ccacc12",
"ParticipantId": "2b2288b4-ff6e-4996-8d8e-260fd5a8ac02",
"ParticipantRole": "SYSTEM",
"Type": "MESSAGE"
},
{
"AbsoluteTime": "2022-10-27T03:32:00.951Z",
"ContentType": "application/vnd.amazonaws.connect.event.participant.joined",
"DisplayName": "[PII]",
"Id": "c05cca74-d50b-4aa5-b46c-fdb5ae8c814c",
"ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
"ParticipantRole": "AGENT",
"Type": "EVENT"
},
{
"AbsoluteTime": "2022-10-27T03:32:03.462Z",
"Content": "Hello, thanks for reaching Example Corp. This is [PII]. How may I help you?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "e4949dd1-aaa1-4fbd-84e7-65c95b2d3d9a",
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{
"AbsoluteTime": "2022-10-27T03:32:08.102Z",
"Content": "I'd like to see if I can get a refund or an exchange, because I ordered one of your grow-it-yourself indoor herb garden kits and nothing sprouted after a couple weeks so I think something is wrong with the seeds and this product may be defective.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "bcc51949-3a79-4398-be1b-a27345a8a8ad",
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{
"AbsoluteTime": "2022-10-27T03:32:14.137Z",
"Content": "My wife is blind and sensitive to the sun so I was going to surprise her for her birthday with all the herbs that she loves so you guys actually really let me down.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "7d5c07d7-3d26-4b34-ae91-39aeaeef685c",
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{
"AbsoluteTime": "2022-10-27T03:32:18.781Z",
"Content": "I should be taking my business elsewhere. I don't see why I should be giving money to a company that isn't even going to sell a product that works.",
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"DisplayName": "[PII]",
"Id": "e0efbd17-9139-439b-8c80-ebf2b9b703b9",
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{
"AbsoluteTime": "2022-10-27T03:32:24.123Z",
"Content": "Ok. Can I get your first and last name please?",
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{
"AbsoluteTime": "2022-10-27T03:32:29.879Z",
"Content": "Yeah. My first name is [PII] and last name [PII].",
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{
"AbsoluteTime": "2022-10-27T03:32:34.670Z",
"Content": "Could you please provide me with the order ID number?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "46d37141-32d8-4f2e-a664-bcd3f34a68b3",
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{
"AbsoluteTime": "2022-10-27T03:32:39.726Z",
"Content": "Yes, just . Looking ...",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:32:44.887Z",
"Content": "Not a problem, take your time.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:32:52.978Z",
"Content": "Okay, that should be #5376897. You know, if the product was fine I wouldn't have to scrounge through emails.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "ecb8c498-96d7-448b-8360-366eeddb4090",
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},
{
"AbsoluteTime": "2022-10-27T03:32:59.441Z",
"Content": "alright, perfect. And could you also just confirm the shipping address for me, [PII]",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "f9cd41b6-3f68-4e83-a47d-664395f324c0",
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{
"AbsoluteTime": "2022-10-27T03:33:05.455Z",
"Content": "[PII], and the zip code [PII].",
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{
"AbsoluteTime": "2022-10-27T03:33:12.764Z",
"Content": "Thank you very much. Just waiting on my system here. .. I'll also need the last four digits of your debit card.",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:17.412Z",
"Content": "Ok. Last four for my debit card [PII]",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:33.852Z",
"Content": "It's just too bad. I thought this was going to be the best gift idea. How can you guys be sending out defective seeds? Isn't that your whole business?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:38.961Z",
"Content": "I apologize for the experience you had Mr [PII], its very uncommon that our customer will have this issue. We will look into this and get this sorted out for you right away.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:44.192Z",
"Content": "Well, my wife's birthday already passed, so. There's not too much you can do. But I would still like to grow the herbs for her, if possible.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:51.310Z",
"Content": "Totally understandable. Let me see what we can do for you. Please give me couple of minutes as I check the system.",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:33:56.287Z",
"Content": "Thank you sir one moment please.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:34:01.224Z",
"Content": "Alright are you still there Mr [PII]?",
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"AbsoluteTime": "2022-10-27T03:34:07.093Z",
"Content": "Yeah.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "2da5a3c2-9d1b-458c-ae53-759a4e63198d",
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{
"AbsoluteTime": "2022-10-27T03:34:12.562Z",
"Content": "We are not only refunding the cost of the grow-it-yourself indoor herb kit but we will also be sending you a replacement. Would you be okay with this?",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "72cc8c8d-2199-422a-b363-01d6d3fdc851",
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{
"AbsoluteTime": "2022-10-27T03:34:17.029Z",
"Content": "Yeah! That would be great. I just want my wife to be able to have these herbs in her room. And I'm always happy to get my money back!",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "e23a2331-f3fc-4d3c-8a51-1541451186c9",
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},
{
"AbsoluteTime": "2022-10-27T03:34:22.269Z",
"Content": "Awesome! We really want to keep our customers happy and satisfied, and again I want to apologize for your less than satisfactory experience with the last product you ordered from us.",
"ContentType": "text/plain",
"DisplayName": "[PII]",
"Id": "61bb2591-fe87-44e4-bba0-a3619c4cef1f",
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{
"AbsoluteTime": "2022-10-27T03:34:26.353Z",
"Content": "Okay! No problem. Sounds great. Thank you for all your help!",
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"DisplayName": "[PII]",
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{
"AbsoluteTime": "2022-10-27T03:34:31.431Z",
"Content": "Is there anything else I can help you out with Mr [PII]?",
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"AbsoluteTime": "2022-10-27T03:34:36.704Z",
"Content": "Nope!",
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{
"AbsoluteTime": "2022-10-27T03:34:41.448Z",
"Content": "Ok great! Have a great day.",
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"Version": "CHAT-2022-11-30"
}
```