{"id":3431,"date":"2026-06-17T09:13:56","date_gmt":"2026-06-17T09:13:56","guid":{"rendered":"\/agentwork\/?post_type=ht_kb&#038;p=3431"},"modified":"2026-07-22T02:08:29","modified_gmt":"2026-07-22T02:08:29","slug":"thiet-lap-thong-tin-chung-cho-nhan-vien-ai-tu-van-phan-mem","status":"publish","type":"ht_kb","link":"\/agentwork\/knowledge-base\/thiet-lap-thong-tin-chung-cho-nhan-vien-ai-tu-van-phan-mem\/","title":{"rendered":"Thi\u1ebft l\u1eadp th\u00f4ng tin chung cho nh\u00e2n vi\u00ean AI t\u01b0 v\u1ea5n ph\u1ea7n m\u1ec1m"},"content":{"rendered":"<h3 style=\"text-align: justify;\"><strong>1. T\u1ed5ng quan<\/strong><\/h3>\n<p style=\"text-align: justify;\">B\u00e0i vi\u1ebft n\u00e0y h\u01b0\u1edbng d\u1eabn anh\/ch\u1ecb c\u00e1ch thi\u1ebft l\u1eadp c\u00e1c th\u00f4ng tin n\u1ec1n t\u1ea3ng cho nh\u00e2n vi\u00ean AI trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 ph\u1ea7n m\u1ec1m. Vi\u1ec7c thi\u1ebft l\u1eadp \u0111\u1ea7y \u0111\u1ee7 v\u00e0 ch\u00ednh x\u00e1c th\u00f4ng tin gi\u00fap nh\u00e2n vi\u00ean AI x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c \u201cnh\u00e2n c\u00e1ch\u201d chuy\u00ean nghi\u1ec7p, hi\u1ec3u r\u00f5 b\u1ed1i c\u1ea3nh doanh nghi\u1ec7p v\u00e0 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng m\u1ed9t c\u00e1ch t\u1ef1 nhi\u00ean, ph\u00f9 h\u1ee3p v\u1edbi \u0111\u1eb7c th\u00f9 ng\u00e0nh c\u00f4ng ngh\u1ec7.<\/p>\n<p style=\"text-align: justify;\">N\u1ed9i dung bao g\u1ed3m c\u00e1c ph\u1ea7n ch\u00ednh:<\/p>\n<ul style=\"text-align: justify;\">\n<li>Thi\u1ebft l\u1eadp th\u00f4ng tin nh\u00e2n vi\u00ean v\u00e0 doanh nghi\u1ec7p.<\/li>\n<li>Thi\u1ebft l\u1eadp ch\u1ec9 d\u1eabn chi ti\u1ebft cho AI.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>\u0110\u1ed1i t\u01b0\u1ee3ng \u00e1p d\u1ee5ng:<\/strong>\u00a0Qu\u1ea3n tr\u1ecb vi\u00ean ho\u1eb7c ng\u01b0\u1eddi c\u00f3 quy\u1ec1n thi\u1ebft l\u1eadp h\u1ec7 th\u1ed1ng.<\/p>\n<h3 style=\"text-align: justify;\"><strong>2. H\u01b0\u1edbng d\u1eabn th\u1ef1c hi\u1ec7n<\/strong><\/h3>\n<h4 style=\"text-align: justify;\"><strong>2.1. Thi\u1ebft l\u1eadp th\u00f4ng tin nh\u00e2n vi\u00ean v\u00e0 doanh nghi\u1ec7p<\/strong><\/h4>\n<p style=\"text-align: justify;\">\u0110\u00e2y l\u00e0 b\u01b0\u1edbc \u0111\u1ea7u ti\u00ean \u0111\u1ec3 \u0111\u1ecbnh h\u00ecnh danh t\u00ednh c\u1ee7a nh\u00e2n vi\u00ean AI v\u00e0 cung c\u1ea5p b\u1ed1i c\u1ea3nh ho\u1ea1t \u0111\u1ed9ng cho h\u1ec7 th\u1ed1ng.<\/p>\n<p style=\"text-align: justify;\"><strong>B\u01b0\u1edbc 1: Ch\u1ecdn m\u1eabu nh\u00e2n vi\u00ean AI<\/strong><\/p>\n<ol>\n<li>Truy c\u1eadp\u00a0<strong>Nh\u00e2n vi\u00ean AI \u2192 M\u1eabu nh\u00e2n vi\u00ean AI<\/strong><\/li>\n<li>Ch\u1ecdn ng\u00e0nh\u00a0<strong>D\u1ecbch v\u1ee5 ph\u1ea7n m\u1ec1m<\/strong>\u00a0\u0111\u1ec3 l\u1ecdc m\u1eabu ph\u00f9 h\u1ee3p<\/li>\n<li>Ch\u1ecdn m\u1eabu\u00a0<strong>Nh\u00e2n vi\u00ean AI t\u01b0 v\u1ea5n ph\u1ea7n m\u1ec1m<\/strong><\/li>\n<li>Nh\u1ea5n\u00a0<strong>S\u1eed d\u1ee5ng m\u1eabu<\/strong>\u00a0\u0111\u1ec3 b\u1eaft \u0111\u1ea7u<\/li>\n<\/ol>\n<p style=\"text-align: justify;\"><strong>B\u01b0\u1edbc 2: Thi\u1ebft l\u1eadp th\u00f4ng tin nh\u00e2n vi\u00ean<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>H\u00ecnh \u0111\u1ea1i di\u1ec7n:<\/strong>\u00a0Nh\u1ea5n v\u00e0o bi\u1ec3u t\u01b0\u1ee3ng d\u1ea5u c\u1ed9ng\u00a0<strong>(+)<\/strong>\u00a0\u0111\u1ec3 t\u1ea3i l\u00ean \u1ea3nh ch\u00e2n dung cho nh\u00e2n vi\u00ean AI, gi\u00fap t\u0103ng s\u1ef1 tin c\u1eady khi t\u01b0\u01a1ng t\u00e1c v\u1edbi kh\u00e1ch h\u00e0ng.<\/li>\n<li><strong>T\u00ean:<\/strong> Nh\u1eadp t\u00ean c\u1ee7a nh\u00e2n vi\u00ean AI\u00a0\u0111\u1ec3 kh\u00e1ch h\u00e0ng bi\u1ebft h\u1ecd \u0111ang tr\u00f2 chuy\u1ec7n c\u00f9ng ai.<\/li>\n<li><strong>Vai tr\u00f2:<\/strong> H\u1ec7 th\u1ed1ng \u0111\u00e3 t\u1ea1o s\u1eb5n th\u00f4ng tin vai tr\u00f2 c\u1ee7a nh\u00e2n vi\u00ean AI, c\u00f3 th\u1ec3 d\u00f9ng lu\u00f4n ho\u1eb7c ch\u1ec9nh s\u1eeda l\u1ea1i cho ph\u00f9 h\u1ee3p<\/li>\n<li><strong>Gi\u1edbi thi\u1ec7u nh\u00e2n vi\u00ean AI:<\/strong> H\u1ec7 th\u1ed1ng \u0111\u00e3 gi\u1edbi thi\u1ec7u t\u1ed5ng quan nh\u00e2n vi\u00ean AI, c\u00f3 th\u1ec3 d\u00f9ng lu\u00f4n ho\u1eb7c ch\u1ec9nh s\u1eeda l\u1ea1i cho ph\u00f9 h\u1ee3p<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>B\u01b0\u1edbc 3: Thi\u1ebft l\u1eadp th\u00f4ng tin doanh nghi\u1ec7p<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>T\u00ean doanh nghi\u1ec7p:<\/strong> H\u1ec7 th\u1ed1ng l\u1ea5y theo th\u00f4ng tin \u0111\u01a1n v\u1ecb \u0111\u0103ng k\u00fd s\u1eed d\u1ee5ng ph\u1ea7n m\u1ec1m, ki\u1ec3m tra v\u00e0 \u0111i\u1ec1u ch\u1ec9nh l\u1ea1i n\u1ebfu c\u1ea7n<\/li>\n<li><strong>Gi\u1edd m\u1edf c\u1eeda &amp; Gi\u1edd k\u1ebft th\u00fac:<\/strong>\u00a0Thi\u1ebft l\u1eadp khung th\u1eddi gian ho\u1ea1t \u0111\u1ed9ng c\u1ee7a doanh nghi\u1ec7p \u0111\u1ec3 AI c\u00f3 th\u1ec3 ph\u1ea3n h\u1ed3i kh\u00e1ch h\u00e0ng v\u1ec1 kh\u1ea3 n\u0103ng h\u1ed7 tr\u1ee3 ngo\u00e0i gi\u1edd.<\/li>\n<\/ul>\n<h4 style=\"text-align: justify;\"><strong>2.2. Thi\u1ebft l\u1eadp ch\u1ec9 d\u1eabn cho nh\u00e2n vi\u00ean AI<\/strong><\/h4>\n<p style=\"text-align: justify;\">H\u1ec7 th\u1ed1ng \u0111\u00e3 d\u1ef1ng s\u1eb5n vai tr\u00f2, quy tr\u00ecnh t\u01b0 v\u1ea5n, c\u00e1ch tr\u1ea3 l\u1eddi v\u00e0 c\u00e1c nguy\u00ean t\u1eafc \u0111\u1ec3 AI ho\u1ea1t \u0111\u1ed9ng v\u00e0 h\u1ea1n ch\u1ebf sai s\u00f3t, anh\/ch\u1ecb c\u00f3 th\u1ec3 d\u00f9ng ngay ho\u1eb7c ch\u1ec9nh s\u1eeda theo nhu c\u1ea7u.<\/p>\n<p>N\u1ed9i dung m\u1eb7c \u0111\u1ecbnh bao g\u1ed3m:<\/p>\n<p style=\"text-align: justify;\"><strong>1. Quy t\u1eafc giao ti\u1ebfp\u00a0<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>T\u01b0 duy giao ti\u1ebfp:<\/strong>\u00a0Quy \u0111\u1ecbnh phong c\u00e1ch ng\u00f4n ng\u1eef (v\u00ed d\u1ee5: th\u00e2n thi\u1ec7n, chuy\u00ean nghi\u1ec7p) v\u00e0 c\u00e1ch th\u1ee9c ph\u1ea3n h\u1ed3i (v\u00ed d\u1ee5: ch\u1ec9 t\u1eadp trung v\u00e0o c\u00e2u h\u1ecfi c\u1ee7a kh\u00e1ch, kh\u00f4ng tr\u1ea3 l\u1eddi lan man).<\/li>\n<li><strong>Ng\u1eef c\u1ea3nh s\u1eed d\u1ee5ng:<\/strong>\u00a0Cung c\u1ea5p th\u00f4ng tin v\u1ec1 vai tr\u00f2 v\u00e0 b\u1ed1i c\u1ea3nh (v\u00ed d\u1ee5: AI \u0111\u00f3ng vai tr\u00f2 \u0110i\u1ec1u ph\u1ed1i vi\u00ean trung t\u00e2m t\u1ea1i MISA).<\/li>\n<li><strong>K\u1ecbch b\u1ea3n h\u1ed9i tho\u1ea1i:<\/strong>\u00a0\u0110\u01b0a ra c\u00e1c t\u00ecnh hu\u1ed1ng m\u1eabu (Scenarios) \u0111\u1ec3 AI bi\u1ebft c\u00e1ch ph\u1ea3n \u1ee9ng khi g\u1eb7p c\u00e1c tr\u01b0\u1eddng h\u1ee3p kh\u00e1c nhau.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>2. Quy tr\u00ecnh \u0111i\u1ec1u ph\u1ed1i (Routing Logic)<\/strong><br \/>\nAnh\/ch\u1ecb c\u1ea7n \u0111\u1ecbnh ngh\u0129a c\u00e1c tr\u1ea1ng th\u00e1i \u0111\u1ec3 AI bi\u1ebft khi n\u00e0o c\u1ea7n th\u1ef1c hi\u1ec7n h\u00e0nh \u0111\u1ed9ng c\u1ee5 th\u1ec3:<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Tr\u1ea1ng th\u00e1i kh\u1edfi \u0111\u1ea7u (Default):<\/strong>\u00a0C\u00e1ch AI ch\u00e0o h\u1ecfi v\u00e0 b\u1eaft \u0111\u1ea7u cu\u1ed9c h\u1ed9i tho\u1ea1i.<\/li>\n<li><strong>Tr\u1ea1ng th\u00e1i t\u01b0 v\u1ea5n (Product Consulting):<\/strong>\u00a0C\u00e1ch AI tr\u00ecnh b\u00e0y v\u1ec1 t\u00ednh n\u0103ng, l\u1ee3i \u00edch s\u1ea3n ph\u1ea9m sau khi \u0111\u00e3 hi\u1ec3u nhu c\u1ea7u kh\u00e1ch.<\/li>\n<li><strong>Tr\u1ea1ng th\u00e1i ch\u1ed1t \u0111\u01a1n (Order &amp; Checkout):<\/strong>\u00a0C\u00e1ch AI thu th\u1eadp th\u00f4ng tin \u0111\u1ec3 ho\u00e0n t\u1ea5t quy tr\u00ecnh \u0111\u0103ng k\u00fd\/mua h\u00e0ng.<\/li>\n<li><strong>Tr\u1ea1ng th\u00e1i b\u00e0n giao (Handoff):<\/strong>\u00a0Quy \u0111\u1ecbnh r\u00f5 c\u00e1c \u0111i\u1ec1u ki\u1ec7n \u0111\u1ec3 AI ch\u1ee7 \u0111\u1ed9ng chuy\u1ec3n cu\u1ed9c h\u1ed9i tho\u1ea1i cho nh\u00e2n vi\u00ean th\u1eadt (v\u00ed d\u1ee5: khi kh\u00e1ch y\u00eau c\u1ea7u g\u1eb7p ng\u01b0\u1eddi qu\u1ea3n l\u00fd).<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>3. Phong c\u00e1ch v\u00e0 ph\u1ea3n h\u1ed3i<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Quy t\u1eafc x\u01b0ng h\u00f4:<\/strong>\u00a0Quy \u0111\u1ecbnh c\u00e1ch g\u1ecdi kh\u00e1ch h\u00e0ng (anh\/ch\u1ecb\/b\u1ea1n) v\u00e0 c\u00e1ch AI x\u01b0ng h\u00f4 \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o s\u1ef1 l\u1ecbch s\u1ef1, nh\u1ea5t qu\u00e1n.<\/li>\n<li><strong>Ng\u00f4n ng\u1eef v\u00e0 gi\u1ecdng v\u0103n:<\/strong>\u00a0L\u1ef1a ch\u1ecdn ng\u00f4n ng\u1eef s\u1eed d\u1ee5ng v\u00e0 t\u00f4ng gi\u1ecdng (trang tr\u1ecdng hay g\u1ea7n g\u0169i) ph\u00f9 h\u1ee3p v\u1edbi t\u1ec7p kh\u00e1ch h\u00e0ng m\u1ee5c ti\u00eau.<\/li>\n<li><strong>Nguy\u00ean t\u1eafc ph\u1ea3n h\u1ed3i:<\/strong>\u00a0\u0110\u01b0a ra c\u00e1c gi\u1edbi h\u1ea1n v\u1ec1 \u0111\u1ed9 d\u00e0i c\u00e2u tr\u1ea3 l\u1eddi, c\u00e1ch d\u00f9ng icon ho\u1eb7c c\u00e1ch tr\u00e1nh c\u00e1c t\u1eeb ng\u1eef nh\u1ea1y c\u1ea3m.<\/li>\n<\/ul>\n<p style=\"text-align: justify;\"><strong>4. Ho\u00e0n t\u1ea5t thi\u1ebft l\u1eadp<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li>Nh\u1ea5n n\u00fat\u00a0<strong>Ti\u1ebfp t\u1ee5c<\/strong>\u00a0\u1edf g\u00f3c d\u01b0\u1edbi b\u00ean ph\u1ea3i m\u00e0n h\u00ecnh \u0111\u1ec3 chuy\u1ec3n sang c\u00e1c b\u01b0\u1edbc c\u00e0i \u0111\u1eb7t s\u1ea3n ph\u1ea9m v\u00e0 k\u1ef9 n\u0103ng chuy\u00ean s\u00e2u ti\u1ebfp theo.<\/li>\n<\/ul>\n<h3 style=\"text-align: justify;\"><strong>3. L\u01b0u \u00fd<\/strong><\/h3>\n<ul>\n<li style=\"text-align: justify;\"><strong>T\u00ednh nh\u1ea5t qu\u00e1n:<\/strong>\u00a0\u0110\u1ea3m b\u1ea3o th\u00f4ng tin gi\u1eefa \u201cTh\u00f4ng tin nh\u00e2n vi\u00ean\u201d v\u00e0 \u201cCh\u1ec9 d\u1eabn cho AI\u201d ph\u1ea3i \u0111\u1ed3ng b\u1ed9 (v\u00ed d\u1ee5: t\u00ean nh\u00e2n vi\u00ean trong ph\u1ea7n gi\u1edbi thi\u1ec7u ph\u1ea3i tr\u00f9ng v\u1edbi t\u00ean \u0111\u00e3 thi\u1ebft l\u1eadp).<\/li>\n<li style=\"text-align: justify;\"><strong>S\u1ef1 r\u00f5 r\u00e0ng c\u1ee7a ch\u1ec9 d\u1eabn:<\/strong>\u00a0Khi vi\u1ebft ph\u1ea7n Instruction, h\u00e3y s\u1eed d\u1ee5ng c\u00e1c c\u00e2u l\u1ec7nh r\u00f5 r\u00e0ng, tr\u00e1nh c\u00e1c t\u1eeb ng\u1eef m\u01a1 h\u1ed3 \u0111\u1ec3 AI kh\u00f4ng hi\u1ec3u sai \u00fd \u0111\u1ed3 \u0111i\u1ec1u ph\u1ed1i c\u1ee7a anh\/ch\u1ecb.<\/li>\n<li style=\"text-align: justify;\"><strong>Ki\u1ec3m tra \u0111\u1ecbnh k\u1ef3:<\/strong>\u00a0Sau khi thi\u1ebft l\u1eadp, anh\/ch\u1ecb n\u00ean th\u1ef1c hi\u1ec7n ki\u1ec3m tra th\u1eed (test chat) \u0111\u1ec3 \u0111\u1ea3m b\u1ea3o AI tu\u00e2n th\u1ee7 \u0111\u00fang c\u00e1c quy t\u1eafc v\u1ec1 x\u01b0ng h\u00f4 v\u00e0 quy tr\u00ecnh \u0111i\u1ec1u ph\u1ed1i \u0111\u00e3 c\u00e0i \u0111\u1eb7t.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>1. T\u1ed5ng quan B\u00e0i vi\u1ebft n\u00e0y h\u01b0\u1edbng d\u1eabn anh\/ch\u1ecb c\u00e1ch thi\u1ebft l\u1eadp c\u00e1c th\u00f4ng tin n\u1ec1n t\u1ea3ng cho nh\u00e2n vi\u00ean AI trong l\u0129nh v\u1ef1c d\u1ecbch v\u1ee5 ph\u1ea7n m\u1ec1m. Vi\u1ec7c thi\u1ebft l\u1eadp \u0111\u1ea7y \u0111\u1ee7 v\u00e0 ch\u00ednh x\u00e1c th\u00f4ng tin gi\u00fap nh\u00e2n vi\u00ean AI x\u00e2y d\u1ef1ng \u0111\u01b0\u1ee3c \u201cnh\u00e2n c\u00e1ch\u201d chuy\u00ean nghi\u1ec7p, hi\u1ec3u&#8230;<\/p>\n","protected":false},"author":17,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"ht-kb-category":[87],"ht-kb-tag":[],"class_list":["post-3431","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-nghiep-vu-chi-tiet-nhan-vien-ai-phuc-vu-khach-hang"],"acf":[],"_links":{"self":[{"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb\/3431","targetHints":{"allow":["GET"]}}],"collection":[{"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"\/agentwork\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"\/agentwork\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"\/agentwork\/wp-json\/wp\/v2\/comments?post=3431"}],"version-history":[{"count":4,"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb\/3431\/revisions"}],"predecessor-version":[{"id":3447,"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb\/3431\/revisions\/3447"}],"wp:attachment":[{"href":"\/agentwork\/wp-json\/wp\/v2\/media?parent=3431"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb-category?post=3431"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"\/agentwork\/wp-json\/wp\/v2\/ht-kb-tag?post=3431"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}