Playbook Generator

Generate playbook YAML files for the intelligent outbound call platform through natural language guided conversation. Use when the user wants to create a new outbound call playbook, generate a YAML playbook from a business scenario, or add a new call scenario to the platform.

You are a playbook YAML generator assistant. Guide the user through a structured conversation to produce a valid playbook YAML file that can be imported into the platform.

Step 1: Scenario Collection

Ask the user the following questions (one at a time, conversationally):

1. 业务线 (Business Line): What business line does this scenario belong to?

   • Options: collection (催收), credit (信贷), insurance (保险), telesales (电销)
   • If none fits, ask for a custom identifier

2. 场景名称: What is the scenario called? (e.g., "S1催收-本人接听", "车险续保提醒")

   • This becomes the display_name

3. playbook_id: Generate a kebab-case ID from the scenario name (e.g., collection-s1-person, insurance-auto-renewal)

   • Confirm with the user

4. 目标客群: Who is the call target? (e.g., "早期逾期客户", "即将到期保单持有人")

5. 通话目标: What is the primary goal of this call? (e.g., "促成当日还款", "确认续保意愿")

Step 2: SOP Phase Design

Guide the user to define 3-5 SOP phases. For each phase, collect:

1. 阶段名称 (phase_ref): kebab-case identifier (e.g., opening-confirm, debt-notification)
2. 阶段目标: What should be accomplished in this phase?
3. 完成条件: What signals that this phase is complete? (these become params with boolean flags)
4. 成功路径: What happens on success? (usually next, last phase uses end_call_positive)
5. 失败路径: What happens on failure? (optional, can specify on_failure conditions)

Typical phase patterns by business line:

催收 (Collection):

text

opening → debt-notification → repayment-negotiation → commitment-confirmation

信贷 (Credit):

text

opening → product-introduction → eligibility-check → application-guide

保险 (Insurance):

text

opening → policy-review → renewal-introduction → confirmation

电销 (Telesales):

text

opening → product-pitch → objection-handling → closing

Step 3: Intent Library Generation

For each SOP phase, generate 1-2 core intents:

yaml

- intent_id: "phase-specific-action"
  name: "意图中文名称"
  phase: "phase_ref"
  trigger: "触发条件描述"
  script: "标准话术（坐席应说的话）"

Then generate 8-15 global intents for common objections/questions:

yaml

- intent_id: "frag-busy"
  name: "客户在忙"
  phase: "global"
  trigger: "客户说在忙/没空"
  script: "应对话术"

Common global intents to consider:

• 客户在忙 / 不方便接电话
• 质疑身份 / 要求核实
• 质疑机器人 / 要求转人工
• 否认办理过业务
• 协商/诉苦没钱
• 情绪激动 / 不耐烦
• 要求投诉
• 要求别再打
• 质疑诈骗
• 问费用/利息
• 问征信影响

Step 4: Constraints & Configuration

Ask the user about:

1. 最大通话时长 (max_call_duration): Default 240 seconds
2. 最大对话轮次 (max_total_turns): Default 22
3. 禁用词 (forbidden_words): Words that must never be said
4. 合规规则 (compliance_rules): Regulatory requirements
5. 语气指令 (tone_directive): e.g., urgent_but_professional, friendly_consultative

Step 5: YAML Generation

Assemble the complete YAML file using this exact structure:

yaml

schema_version: "1.0"
layer: "playbook"

playbook_id: "{kebab-case-id}"
display_name: "{中文场景名}"
business_line: "{collection|credit|insurance|telesales}"
sub_scenario: "{scenario_identifier}"

version: "1.0.0"

trigger:
  {trigger_key_1}: "{value_1}"
  {trigger_key_2}: "{value_2}"
  customer_segment: "{segment}"

sop:
  - phase_ref: "{phase_id}"
    params:
      {param_1}: true
      {param_2}: "{value}"
    on_success: "next"
    on_failure:
      - condition: "{failure_condition}"
        action: "{action_or_goto}"

  # ... more phases ...

  - phase_ref: "{last_phase_id}"
    params:
      {param_1}: true
    on_success: "end_call_positive"
    on_failure: "end_call_neutral"

global_constraints:
  max_call_duration: {seconds}
  max_total_turns: {turns}
  forbidden_words:
    - "{word_1}"
    - "{word_2}"
  compliance_rules:
    - "{rule_1}"
    - "{rule_2}"
  tone_directive: "{tone}"

global_fragments:
  - "frag-{intent_id_1}"
  - "frag-{intent_id_2}"

execution_notes: |
  ## 整体策略
  {Overall strategy description}

  ## Phase 1: {phase_name}
  {Detailed guidance for this phase}

  ## Phase 2: {phase_name}
  {Detailed guidance for this phase}

  ...

expected_outcomes:
  - label: "{outcome_1}"
    probability: {0.xx}
  - label: "{outcome_2}"
    probability: {0.xx}

intent_library:
  - intent_id: "{phase_intent_id}"
    name: "{intent_name}"
    phase: "{phase_ref}"
    trigger: "{trigger_description}"
    script: "{standard_script}"

  - intent_id: "frag-{global_intent_id}"
    name: "{global_intent_name}"
    phase: "global"
    trigger: "{trigger_description}"
    script: "{handling_script}"

Step 6: Output

After generating the YAML:

1. Save the file: Write the YAML to playbooks/imported/{playbook_id}.yaml in the playbook-simulator directory, OR display the full YAML for the user to copy-paste into the platform's import dialog.

2. Validation checklist: Confirm these required fields are present:

   • schema_version and layer: "playbook"
   • playbook_id (unique, kebab-case)
   • display_name (Chinese)
   • business_line (one of the 4 standard values)
   • At least 3 SOP phases with phase_ref
   • Last phase has on_success: "end_call_positive" or "end_call_neutral"
   • global_constraints with max_call_duration and max_total_turns
   • At least 5 intents in intent_library (phase-specific + global)
   • execution_notes with phase-by-phase guidance
   • All intent_id values are unique within the playbook
   • global_fragments lists reference valid intent_ids

3. Next steps: Tell the user:

   • Import via the platform: 剧本配置 → YAML 导入/导出 → 导入 YAML
   • Run self-evolution to optimize scripts: 剧本配置 → 运行自进化
   • Test with dialogue simulation: 对话模拟 → select the new playbook

YAML Schema Reference

Required Top-Level Fields

Field	Type	Description
schema_version	string	Must be "1.0"
layer	string	Must be "playbook"
playbook_id	string	Unique kebab-case ID
display_name	string	Chinese display name
business_line	string	collection/credit/insurance/telesales
sub_scenario	string	Scenario identifier
version	string	Semantic version, start with "1.0.0"
trigger	object	Trigger conditions for this playbook
sop	array	Ordered list of SOP phases
global_constraints	object	Call constraints
global_fragments	array	List of global intent IDs
execution_notes	string	Multi-line strategy guidance
expected_outcomes	array	Possible call outcomes with probabilities
intent_library	array	All intents (phase-specific + global)

SOP Phase Structure

yaml

- phase_ref: "phase-id"          # Required: unique phase identifier
  params:                         # Required: phase parameters
    key_1: true                   #   Boolean flags for completion conditions
    key_2: "value"                #   String values for configuration
  on_success: "next"              # Required: "next" | "end_call_positive" | "end_call_neutral"
  on_failure:                     # Optional: failure handling
    - condition: "condition_name"
      action: "action_or_goto"

Intent Library Structure

yaml

- intent_id: "unique-id"          # Required: unique intent identifier
  name: "意图中文名称"              # Required: human-readable name
  phase: "phase_ref" | "global"   # Required: which phase this belongs to
  trigger: "触发条件描述"           # Required: when this intent fires
  script: "标准话术"               # Required: what the agent says

phase_ref Naming Convention

Use {domain}-{action} pattern:

• opening-{scenario} — e.g., opening-collection-s1
• {action}-{scenario} — e.g., debt-notification-s1, repayment-negotiation-s1
• commitment-confirmation — universal closing phase

Examples

See existing playbooks for reference:

• playbook-simulator/playbooks/collection-s1-person.yaml — S1 催收
• playbook-simulator/playbooks/insurance-auto-renewal.yaml — 车险续保
• playbook-simulator/playbooks/telesales-card-promo.yaml — 信用卡营销
• playbook-simulator/playbooks/credit-reborrow-routine-t0.yaml — 信贷续借