429 lines
14 KiB
Markdown
429 lines
14 KiB
Markdown
# 说明
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## 基本概念
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店铺和门店的关系可以从不同角度来理解，让我为您详细解释：
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## 🏪 **店铺 vs 门店：概念解析**
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### **1. 从层级关系理解**
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#### **店铺（总店/品牌店）**
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```mermaid
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graph TD
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A[品牌总部/总店] --> B1[门店A]
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A --> B2[门店B]
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A --> B3[门店C]
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A --> B4[线上店铺]
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B1 --> C1[分店A-1]
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B1 --> C2[分店A-2]
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B2 --> C3[分店B-1]
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```
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**店铺特征：**
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- **管理层面**：品牌、总部、总店的概念
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- **业务范围**：可能包含多个物理门店和线上渠道
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- **功能定位**：战略决策、品牌管理、供应链控制
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#### **门店（分店/实体店）**
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```mermaid
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graph LR
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A[门店] --> B[具体营业场所]
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A --> C[固定地址]
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A --> D[面对面服务]
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```
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**门店特征：**
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- **物理存在**：有具体的营业场所和地址
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- **服务范围**：服务特定区域客户
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- **运营独立**：相对独立的日常运营
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### **2. 从业务模式区分**
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| 维度 | 店铺（Shop） | 门店（Store） |
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|------|-------------|--------------|
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| **存在形式** | 可虚拟可实体 | 必须是实体 |
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| **数量关系** | 1个店铺可有多门店 | 1个门店属于1个店铺 |
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| **管理范围** | 品牌、战略、标准 | 日常运营、客户服务 |
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| **系统关系** | 总部系统、ERP | POS系统、库存管理 |
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### **3. 实际业务场景**
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#### **场景1：连锁品牌**
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```
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店铺（总店）
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├── 北京门店（朝阳区店）
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├── 上海门店（浦东店）
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├── 广州门店（天河店）
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└── 线上官方店铺
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```
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#### **场景2：电商+实体结合**
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```
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店铺（品牌旗舰店）
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├── 天猫官方店铺（线上）
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├── 京东官方店铺（线上）
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├── 线下体验门店（实体）
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└── 微信小程序店铺（线上）
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```
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#### **场景3：单店经营**
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```
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店铺 = 门店（合二为一）
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└── 既是品牌也是具体营业点
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```
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## 💼 **在智能客服系统中的数据建模**
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### **1. 数据库设计**
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```sql
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-- 店铺表（总店/品牌）
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CREATE TABLE shops (
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id INT PRIMARY KEY AUTO_INCREMENT,
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name VARCHAR(100) NOT NULL, -- 店铺名称
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brand_name VARCHAR(100), -- 品牌名称
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type ENUM('single', 'chain', 'online'), -- 店铺类型
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status ENUM('active', 'inactive'),
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created_at TIMESTAMP
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);
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-- 门店表（分店/实体店）
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CREATE TABLE stores (
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id INT PRIMARY KEY AUTO_INCREMENT,
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shop_id INT, -- 所属店铺
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name VARCHAR(100) NOT NULL, -- 门店名称
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address TEXT, -- 具体地址
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phone VARCHAR(20),
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manager_id INT, -- 店长
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business_hours JSON, -- 营业时间
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latitude DECIMAL(10, 8), -- 纬度
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longitude DECIMAL(11, 8), -- 经度
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status ENUM('open', 'closed', 'maintenance'),
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FOREIGN KEY (shop_id) REFERENCES shops(id)
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);
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-- 员工表（关联门店）
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CREATE TABLE staff (
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id INT PRIMARY KEY AUTO_INCREMENT,
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store_id INT, -- 所属门店
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name VARCHAR(50),
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role ENUM('manager', 'assistant', 'cashier'),
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phone VARCHAR(20),
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FOREIGN KEY (store_id) REFERENCES stores(id)
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);
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```
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### **2. 业务逻辑实现**
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```javascript
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// 店铺管理类
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class ShopManager {
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constructor() {
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this.shops = new Map();
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this.stores = new Map();
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}
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// 创建店铺
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createShop(shopData) {
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const shop = {
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id: this.generateId(),
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name: shopData.name,
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brand: shopData.brand,
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type: shopData.type || 'single',
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stores: [], // 下属门店
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createdAt: new Date(),
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status: 'active'
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};
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this.shops.set(shop.id, shop);
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return shop;
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}
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// 添加门店到店铺
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addStoreToShop(shopId, storeData) {
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const shop = this.shops.get(shopId);
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if (!shop) throw new Error('店铺不存在');
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const store = {
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id: this.generateId(),
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shopId: shopId,
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name: storeData.name,
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address: storeData.address,
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contact: storeData.contact,
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coordinates: storeData.coordinates,
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businessHours: storeData.businessHours,
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staff: [],
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createdAt: new Date()
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};
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shop.stores.push(store.id);
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this.stores.set(store.id, store);
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return store;
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}
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// 根据位置查找最近门店
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findNearestStore(shopId, userLocation) {
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const shop = this.shops.get(shopId);
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if (!shop) return null;
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let nearestStore = null;
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let minDistance = Infinity;
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shop.stores.forEach(storeId => {
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const store = this.stores.get(storeId);
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if (store && store.status === 'open') {
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const distance = this.calculateDistance(
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userLocation,
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store.coordinates
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);
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if (distance < minDistance) {
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minDistance = distance;
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nearestStore = store;
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}
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}
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});
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return nearestStore;
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}
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// 计算距离（简化版）
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calculateDistance(loc1, loc2) {
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const R = 6371; // 地球半径公里
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const dLat = this.deg2rad(loc2.lat - loc1.lat);
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const dLon = this.deg2rad(loc2.lon - loc1.lon);
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const a = Math.sin(dLat/2) * Math.sin(dLat/2) +
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Math.cos(this.deg2rad(loc1.lat)) * Math.cos(this.deg2rad(loc2.lat)) *
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Math.sin(dLon/2) * Math.sin(dLon/2);
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const c = 2 * Math.atan2(Math.sqrt(a), Math.sqrt(1-a));
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return R * c;
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}
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deg2rad(deg) {
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return deg * (Math.PI/180);
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}
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}
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```
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### **3. 在智能客服中的对话逻辑**
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```javascript
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// 店铺门店相关的对话处理
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class StoreDialogHandler {
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constructor(shopManager) {
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this.shopManager = shopManager;
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}
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// 处理用户查询
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handleStoreQuery(userMessage, userContext) {
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const intent = this.detectIntent(userMessage);
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switch(intent) {
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case 'find_nearest':
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return this.handleFindNearest(userMessage, userContext);
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case 'store_hours':
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return this.handleStoreHours(userMessage, userContext);
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case 'store_contact':
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return this.handleStoreContact(userMessage, userContext);
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case 'all_stores':
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return this.handleAllStores(userMessage, userContext);
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default:
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return this.handleGeneralQuery(userMessage, userContext);
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}
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}
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// 查找最近门店
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handleFindNearest(userMessage, userContext) {
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const location = this.extractLocation(userMessage);
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const shopId = userContext.currentShopId;
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if (!location) {
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return {
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type: 'request_location',
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message: '请问您当前在哪个位置？我可以帮您查找最近的门店。',
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options: ['使用当前位置', '手动输入地址']
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};
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}
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const nearestStore = this.shopManager.findNearestStore(shopId, location);
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if (nearestStore) {
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return {
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type: 'store_info',
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message: `离您最近的门店是：${nearestStore.name}`,
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data: {
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store: nearestStore,
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distance: this.calculateDistance(location, nearestStore.coordinates),
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estimatedTime: this.estimateTravelTime(nearestStore.coordinates, location)
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},
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actions: [
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{ text: '查看详情', action: 'show_store_detail' },
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{ text: '导航前往', action: 'navigate_to_store' },
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{ text: '联系门店', action: 'contact_store' }
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]
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};
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} else {
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return {
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type: 'no_store_found',
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message: '在您附近没有找到我们的门店，建议您尝试线上服务或查看其他区域的门店。',
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alternatives: this.findAlternativeStores(shopId)
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};
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}
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}
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// 处理营业时间查询
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handleStoreHours(userMessage, userContext) {
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const storeName = this.extractStoreName(userMessage);
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const store = this.findStoreByName(storeName, userContext.currentShopId);
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if (store) {
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const hours = store.businessHours;
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const currentStatus = this.getCurrentStatus(store);
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return {
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type: 'business_hours',
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message: `${store.name}的营业时间：${this.formatBusinessHours(hours)}`,
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data: {
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store: store,
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currentStatus: currentStatus,
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todayHours: this.getTodayHours(hours)
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}
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};
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}
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}
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}
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```
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### **4. 响应消息模板**
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```javascript
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// 店铺门店信息响应模板
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const StoreResponseTemplates = {
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// 门店列表响应
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storeList: (stores, options = {}) => {
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return {
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type: 'store_list',
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layout: 'card',
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title: options.title || '我们的门店',
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items: stores.map(store => ({
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title: store.name,
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description: store.address,
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image: store.image,
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meta: {
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distance: store.distance ? `${store.distance}km` : '',
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status: store.status === 'open' ? '营业中' : '休息中',
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hours: store.businessHours ? '查看营业时间' : ''
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},
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actions: [
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{ text: '导航', action: 'navigate', data: { storeId: store.id } },
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{ text: '电话', action: 'call', data: { phone: store.phone } },
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{ text: '详情', action: 'detail', data: { storeId: store.id } }
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]
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})),
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quickReplies: [
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'找最近的门店',
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'查看所有门店',
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'联系客服'
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]
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};
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},
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// 单个门店详情
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storeDetail: (store) => {
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return {
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type: 'store_detail',
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layout: 'detail',
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title: store.name,
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sections: [
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{
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title: '📍 地址',
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content: store.address,
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action: { type: 'map', data: store.coordinates }
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},
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{
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title: '📞 联系方式',
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content: store.phone,
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action: { type: 'call', data: store.phone }
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},
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{
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title: '🕒 营业时间',
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content: formatBusinessHours(store.businessHours),
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action: { type: 'hours', data: store.businessHours }
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},
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{
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title: '👥 门店服务',
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content: store.services.join('、'),
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action: { type: 'services', data: store.services }
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}
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],
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actions: [
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{ text: '分享门店', action: 'share' },
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{ text: '收藏门店', action: 'favorite' },
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{ text: '投诉建议', action: 'feedback' }
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]
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};
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},
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// 营业时间响应
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businessHours: (store, currentStatus) => {
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return {
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type: 'business_hours',
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message: `**${store.name}**\n\n` +
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`当前状态：**${currentStatus}**\n\n` +
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`营业时间：\n${formatBusinessHours(store.businessHours)}`,
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quickActions: [
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{ text: '明天营业时间', action: 'tomorrow_hours' },
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{ text: '节假日安排', action: 'holiday_hours' },
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{ text: '联系确认', action: 'confirm_hours' }
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]
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};
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}
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};
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// 工具函数
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function formatBusinessHours(hours) {
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if (!hours) return '暂无信息';
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const days = ['周一', '周二', '周三', '周四', '周五', '周六', '周日'];
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return days.map((day, index) => {
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const dayHours = hours[index] || hours['default'];
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return `${day}: ${dayHours || '休息'}`;
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}).join('\n');
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}
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```
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## 🎯 **总结：店铺与门店的关系**
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### **核心关系**
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1. **包含关系**：店铺包含门店（1:N）
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2. **品牌关系**：店铺是品牌，门店是落地实体
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3. **管理关系**：店铺管理门店的标准和运营
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### **在智能客服中的应用**
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- **用户说"我要找店铺"** → 理解为品牌/总店概念
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- **用户说"找最近的门店"** → 理解为具体营业点
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- **用户说"你们店在哪里"** → 需要区分是指品牌还是具体门店
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### **数据处理建议**
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```javascript
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// 在客服系统中这样区分：
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const customerQuery = {
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"找苹果店": { type: "shop", brand: "apple" },
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"找朝阳区的苹果店": { type: "store", brand: "apple", location: "朝阳区" },
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"线上店铺": { type: "online_shop" },
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"实体门店": { type: "physical_store" }
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};
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```
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这样的区分让智能客服能够更精准地理解用户意图，提供更准确的店铺/门店信息服务。
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