refactor: extract ai reply finalization flow from agent
This commit is contained in:
@@ -29,6 +29,7 @@ from core.agent_pre_rules import AgentPreRuleService
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from core.find_image_flow import handle_find_image_batch_flow
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from core.order_flow import handle_order_notification
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from core.ai_reply_flow import execute_ai_turn
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from core.reply_finalize_flow import finalize_ai_reply
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load_dotenv()
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@@ -1885,92 +1886,13 @@ class CustomerServiceAgent:
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need_transfer=False
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)
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# 敏感词过滤：党政/暴力/血腥/黄色
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try:
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from utils.content_filter import should_block_reply
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blocked, fallback = should_block_reply(reply_text)
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if blocked:
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print(f"[Agent] 敏感词拦截，使用兜底回复")
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reply_text = fallback or "好的，您稍等，我帮您确认一下"
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except Exception:
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pass
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# 成本统计（可选）
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try:
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from utils.api_cost_tracker import record
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record("openai_chat", count=1)
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except Exception:
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pass
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# 检测是否报价
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self._detect_price(reply_text, state)
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# 检测压价
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self._detect_discount(message.msg, state)
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# 自动打标签（异步，不阻塞）
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asyncio.create_task(self._auto_tag(message, reply_text, state))
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# 检测是否需要转接（文字触发 或 AI 调用了 transfer_to_human 工具）
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need_transfer = False
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transfer_msg = ""
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transfer_keywords = ["TRANSFER_REQUESTED", "[转移会话]", "转移会话", "转人工", "转接"]
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if reply_text and any(kw in reply_text for kw in transfer_keywords):
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need_transfer = True
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transfer_msg = TRANSFER_MESSAGE
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metrics_emit("transfer_to_human", customer_id=message.from_id, acc_id=message.acc_id)
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# 自我进化候选策略灰度（默认 5%）：风险投诉场景强制转人工，并补安抚话术
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evo_hit = self._evolution_enabled_for_customer(message.from_id)
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if evo_hit and self._is_service_risk_inquiry(message.msg):
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if self._evolution_has_proposal("policy-risk-transfer"):
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need_transfer = True
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transfer_msg = TRANSFER_MESSAGE
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metrics_emit("evolution_force_transfer", customer_id=message.from_id, acc_id=message.acc_id)
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if self._evolution_has_proposal("tone-empathy-pack"):
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reply_text = "抱歉让您不舒服了，这边先为您转接人工专员马上处理。"
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metrics_emit("evolution_empathy_reply", customer_id=message.from_id, acc_id=message.acc_id)
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# 未成交记录：客户表达放弃且已报价过（转人工不记录）
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customer_text, _ = self._split_customer_text(message.msg)
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no_convert_keywords = ["算了", "不要了", "不做了", "下次再说", "先不弄了"]
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if customer_text and state.last_price and state.last_price > 0:
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if any(kw in customer_text for kw in no_convert_keywords):
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reason = "嫌贵放弃" if any(k in customer_text for k in ["贵", "贵了", "便宜"]) else "放弃"
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asyncio.create_task(self._record_deal_fail(
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message.from_id, message.from_name, message.acc_id, message.acc_type, reason
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))
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# 需要转接时不把原始回复发给客户
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should_reply = bool(reply_text and reply_text.strip()) and not need_transfer
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if evo_hit and need_transfer and self._evolution_has_proposal("tone-empathy-pack"):
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should_reply = True
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if should_reply:
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reply_text = await self._rewrite_reply_with_ai(
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return await finalize_ai_reply(
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self,
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message=message,
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state=state,
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reply=reply_text,
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scene="final_reply",
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reply_text=reply_text,
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)
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# 记录本次回复时间，供冷却期判断
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if should_reply:
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state.last_reply_at = datetime.now()
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print(f"{self.C_REPLY}[REPLY->CUSTOMER]{self.C_RESET} {reply_text}")
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else:
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print(f"{self.C_MUTED}[REPLY->CUSTOMER]{self.C_RESET} <静默/不发送>")
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self._activity_log(
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"agent_outbound_decision",
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customer_id=message.from_id,
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should_reply=should_reply,
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need_transfer=need_transfer,
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reply=reply_text or "",
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transfer_msg=transfer_msg,
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)
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return AgentResponse(reply=reply_text or "", should_reply=should_reply, need_transfer=need_transfer, transfer_msg=transfer_msg)
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def _detect_price(self, reply: str, state: ConversationState):
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"""从回复中提取价格，同步写入客户数据库（价格必须为5的整数倍）"""
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import re
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102
core/reply_finalize_flow.py
Normal file
102
core/reply_finalize_flow.py
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@@ -0,0 +1,102 @@
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from __future__ import annotations
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import asyncio
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from datetime import datetime
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from typing import TYPE_CHECKING
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from utils.metrics_tracker import emit as metrics_emit
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if TYPE_CHECKING:
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from core.pydantic_ai_agent import AgentResponse, ConversationState, CustomerMessage, CustomerServiceAgent
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async def finalize_ai_reply(
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agent: "CustomerServiceAgent",
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*,
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message: "CustomerMessage",
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state: "ConversationState",
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reply_text: str,
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) -> "AgentResponse":
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from core.pydantic_ai_agent import AgentResponse, TRANSFER_MESSAGE
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try:
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from utils.content_filter import should_block_reply
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blocked, fallback = should_block_reply(reply_text)
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if blocked:
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print("[Agent] 敏感词拦截，使用兜底回复")
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reply_text = fallback or "好的，您稍等，我帮您确认一下"
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except Exception:
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pass
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try:
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from utils.api_cost_tracker import record
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record("openai_chat", count=1)
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except Exception:
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pass
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agent._detect_price(reply_text, state)
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agent._detect_discount(message.msg, state)
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asyncio.create_task(agent._auto_tag(message, reply_text, state))
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need_transfer = False
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transfer_msg = ""
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transfer_keywords = ["TRANSFER_REQUESTED", "[转移会话]", "转移会话", "转人工", "转接"]
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if reply_text and any(kw in reply_text for kw in transfer_keywords):
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need_transfer = True
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transfer_msg = TRANSFER_MESSAGE
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metrics_emit("transfer_to_human", customer_id=message.from_id, acc_id=message.acc_id)
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evo_hit = agent._evolution_enabled_for_customer(message.from_id)
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if evo_hit and agent._is_service_risk_inquiry(message.msg):
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if agent._evolution_has_proposal("policy-risk-transfer"):
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need_transfer = True
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transfer_msg = TRANSFER_MESSAGE
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metrics_emit("evolution_force_transfer", customer_id=message.from_id, acc_id=message.acc_id)
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if agent._evolution_has_proposal("tone-empathy-pack"):
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reply_text = "抱歉让您不舒服了，这边先为您转接人工专员马上处理。"
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metrics_emit("evolution_empathy_reply", customer_id=message.from_id, acc_id=message.acc_id)
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customer_text, _ = agent._split_customer_text(message.msg)
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no_convert_keywords = ["算了", "不要了", "不做了", "下次再说", "先不弄了"]
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if customer_text and state.last_price and state.last_price > 0:
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if any(kw in customer_text for kw in no_convert_keywords):
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reason = "嫌贵放弃" if any(k in customer_text for k in ["贵", "贵了", "便宜"]) else "放弃"
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asyncio.create_task(
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agent._record_deal_fail(message.from_id, message.from_name, message.acc_id, message.acc_type, reason)
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)
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should_reply = bool(reply_text and reply_text.strip()) and not need_transfer
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if evo_hit and need_transfer and agent._evolution_has_proposal("tone-empathy-pack"):
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should_reply = True
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if should_reply:
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reply_text = await agent._rewrite_reply_with_ai(
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message=message,
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state=state,
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reply=reply_text,
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scene="final_reply",
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)
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if should_reply:
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state.last_reply_at = datetime.now()
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print(f"{agent.C_REPLY}[REPLY->CUSTOMER]{agent.C_RESET} {reply_text}")
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else:
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print(f"{agent.C_MUTED}[REPLY->CUSTOMER]{agent.C_RESET} <静默/不发送>")
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agent._activity_log(
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"agent_outbound_decision",
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customer_id=message.from_id,
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should_reply=should_reply,
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need_transfer=need_transfer,
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reply=reply_text or "",
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transfer_msg=transfer_msg,
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)
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return AgentResponse(
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reply=reply_text or "",
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should_reply=should_reply,
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need_transfer=need_transfer,
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transfer_msg=transfer_msg,
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)
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