---

name: 客户反馈聚合 描述: 从多个来源聚合和分析客户反馈，获取产品洞察 允许使用的工具:

• 读取
• 写入
• 全局搜索
• 文本搜索
• Bash

---

客户反馈聚合技能

概述

专门用于从多个来源聚合和分析客户反馈的技能。使产品团队能够将客户之声数据综合成可操作的见解，用于产品决策。

能力

数据收集

• 解析支持工单中的功能请求
• 分析NPS/CSAT文本回复
• 从销售通话记录中提取主题
• 监控应用商店评论
• 聚合来自Intercom/Zendesk的反馈
• 处理客户访谈记录

分析

• 计算功能请求频率
• 跟踪随时间变化的情绪趋势
• 识别新兴主题和模式
• 按客户类型细分反馈
• 将反馈与客户属性关联
• 检测紧急性和影响信号

综合

• 生成反馈摘要报告
• 创建功能请求排名
• 构建客户痛点矩阵
• 生成洞察建议
• 创建反馈到功能的映射

目标流程

此技能与以下流程集成：

• jtbd-analysis.js - 用于工作分析的客户之声
• feature-definition-prd.js - 客户驱动的需求
• rice-prioritization.js - 覆盖范围和影响评分
• customer-advisory-board.js - CAB反馈综合

输入模式

{
  "type": "object",
  "properties": {
    "sources": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "type": { "type": "string", "enum": ["support-tickets", "nps-verbatim", "sales-calls", "app-reviews", "interviews", "surveys"] },
          "data": { "type": "array", "items": { "type": "object" } },
          "dateRange": { "type": "object" }
        }
      },
      "description": "反馈数据来源"
    },
    "analysisScope": {
      "type": "string",
      "enum": ["all", "feature-requests", "pain-points", "sentiment", "trends"],
      "description": "分析的重点领域"
    },
    "segmentation": {
      "type": "array",
      "items": { "type": "string" },
      "description": "细分反馈的维度"
    },
    "timeRange": {
      "type": "object",
      "properties": {
        "start": { "type": "string", "format": "date" },
        "end": { "type": "string", "format": "date" }
      }
    }
  },
  "required": ["sources"]
}

输出模式

{
  "type": "object",
  "properties": {
    "summary": {
      "type": "object",
      "properties": {
        "totalFeedbackItems": { "type": "number" },
        "sourceBreakdown": { "type": "object" },
        "dateRange": { "type": "object" },
        "overallSentiment": { "type": "string" }
      }
    },
    "themes": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "theme": { "type": "string" },
          "frequency": { "type": "number" },
          "sentiment": { "type": "string" },
          "examples": { "type": "array", "items": { "type": "string" } },
          "segments": { "type": "object" }
        }
      }
    },
    "featureRequests": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "feature": { "type": "string" },
          "requestCount": { "type": "number" },
          "customerSegments": { "type": "array", "items": { "type": "string" } },
          "urgencyScore": { "type": "number" },
          "impactEstimate": { "type": "string" },
          "representativeQuotes": { "type": "array", "items": { "type": "string" } }
        }
      }
    },
    "painPoints": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "painPoint": { "type": "string" },
          "severity": { "type": "string" },
          "frequency": { "type": "number" },
          "customerImpact": { "type": "string" }
        }
      }
    },
    "trends": {
      "type": "object",
      "properties": {
        "emerging": { "type": "array", "items": { "type": "string" } },
        "declining": { "type": "array", "items": { "type": "string" } },
        "sentimentTrend": { "type": "string" }
      }
    },
    "recommendations": {
      "type": "array",
      "items": {
        "type": "object",
        "properties": {
          "recommendation": { "type": "string" },
          "priority": { "type": "string" },
          "evidence": { "type": "array", "items": { "type": "string" } }
        }
      }
    }
  }
}

使用示例

const feedbackAnalysis = await executeSkill('feedback-aggregation', {
  sources: [
    {
      type: 'support-tickets',
      data: supportTickets,
      dateRange: { start: '2026-01-01', end: '2026-01-24' }
    },
    {
      type: 'nps-verbatim',
      data: npsResponses
    },
    {
      type: 'app-reviews',
      data: appStoreReviews
    }
  ],
  analysisScope: 'all',
  segmentation: ['plan_type', 'company_size', 'tenure']
});

依赖项

• NLP能力
• 支持平台API（Intercom、Zendesk）
• 应用商店API