feat: add mysql-backed customer risk tools and manual do-not-serve gate

core/pydantic_ai_agent.py

@@ -28,6 +28,7 @@ load_dotenv()
 from services.service_tuhui_upload import upload_to_tuhui
 from core.workflow_router import get_workflow_router
 from core.workflow_router import get_workflow_router
+from db.customer_risk_db import risk_db
 
 # ========== 企业微信通知 ==========
 _WECHAT_WEBHOOK = os.getenv("WECHAT_WEBHOOK", "")
@@ -673,6 +674,69 @@ class CustomerServiceAgent:
             """
             return "TRANSFER_REQUESTED"
 
+        @self.agent.tool
+        async def get_customer_risk_profile(ctx: RunContext[AgentDeps], customer_id: str = "") -> str:
+            """查询客户风控画像：退款/不付款/差评/人工黑名单等。"""
+            cid = customer_id or ctx.deps.from_id
+            try:
+                info = risk_db.evaluate_customer(cid)
+                return (
+                    f"客户:{cid}\n"
+                    f"不接单:{'是' if info.get('do_not_serve') else '否'}\n"
+                    f"风险等级:{info.get('computed_level','low')} 分数:{info.get('computed_score',0)}\n"
+                    f"近30天退款:{info.get('refund_30d',0)}\n"
+                    f"近7天未付款下单:{info.get('unpaid_7d',0)}\n"
+                    f"近90天差评:{info.get('bad_review_90d',0)}\n"
+                    f"备注:{info.get('note','') or '无'}"
+                )
+            except Exception as e:
+                return f"查询风控画像失败: {e}"
+
+        @self.agent.tool
+        async def mark_customer_risk(
+            ctx: RunContext[AgentDeps],
+            customer_id: str,
+            do_not_serve: bool = False,
+            risk_level: str = "low",
+            risk_score: int = 0,
+            note: str = "",
+            tag: str = "",
+        ) -> str:
+            """人工标记客户风控画像（不接单/高风险/备注标签）。"""
+            try:
+                tags = [tag] if tag else []
+                risk_db.set_profile(
+                    customer_id=customer_id,
+                    do_not_serve=do_not_serve,
+                    risk_level=risk_level,
+                    risk_score=risk_score,
+                    note=note,
+                    tags=tags,
+                )
+                return "风控画像已更新"
+            except Exception as e:
+                return f"更新风控画像失败: {e}"
+
+        @self.agent.tool
+        async def record_customer_risk_event(
+            ctx: RunContext[AgentDeps],
+            customer_id: str,
+            event_type: str,
+            event_count: int = 1,
+            note: str = "",
+        ) -> str:
+            """记录风控事件：refund/unpaid_order/bad_review/blacklist_hit 等。"""
+            try:
+                risk_db.record_event(
+                    customer_id=customer_id,
+                    event_type=event_type,
+                    event_count=event_count,
+                    note=note,
+                )
+                return "风控事件已记录"
+            except Exception as e:
+                return f"记录风控事件失败: {e}"
+
         @self.agent.tool
         async def save_customer_note(
             ctx: RunContext[AgentDeps],
@@ -842,6 +906,46 @@ class CustomerServiceAgent:
         async def risk_filter(ctx: RunContext[AgentDeps], text: str = "") -> str:
             return "这类不做哈，政治/敏感内容都不接。"
 
+        @self.agent_risk.tool
+        async def get_customer_risk_profile_risk(ctx: RunContext[AgentDeps], customer_id: str = "") -> str:
+            return await get_customer_risk_profile(ctx, customer_id)
+
+        @self.agent_risk.tool
+        async def mark_customer_risk_risk(
+            ctx: RunContext[AgentDeps],
+            customer_id: str,
+            do_not_serve: bool = False,
+            risk_level: str = "low",
+            risk_score: int = 0,
+            note: str = "",
+            tag: str = "",
+        ) -> str:
+            return await mark_customer_risk(
+                ctx=ctx,
+                customer_id=customer_id,
+                do_not_serve=do_not_serve,
+                risk_level=risk_level,
+                risk_score=risk_score,
+                note=note,
+                tag=tag,
+            )
+
+        @self.agent_risk.tool
+        async def record_customer_risk_event_risk(
+            ctx: RunContext[AgentDeps],
+            customer_id: str,
+            event_type: str,
+            event_count: int = 1,
+            note: str = "",
+        ) -> str:
+            return await record_customer_risk_event(
+                ctx=ctx,
+                customer_id=customer_id,
+                event_type=event_type,
+                event_count=event_count,
+                note=note,
+            )
+
         @self.agent.tool
         async def remove_background(ctx: RunContext[AgentDeps], image_url: str) -> str:
             try:
@@ -1687,6 +1791,21 @@ class CustomerServiceAgent:
 
         # 前置风控：客户文本一旦命中政治/敏感询问，直接拒绝，避免“发图我看看”类答非所问
         try:
+            # 人工风控：标记为不接单的客户直接转人工
+            manual_risk = risk_db.evaluate_customer(message.from_id)
+            if bool(manual_risk.get("do_not_serve")):
+                self._activity_log(
+                    "agent_manual_risk_reject",
+                    customer_id=message.from_id,
+                    risk=manual_risk,
+                )
+                return AgentResponse(
+                    reply="这边无法继续为你处理该类需求，给你转人工专员对接。",
+                    should_reply=True,
+                    need_transfer=True,
+                    transfer_msg=TRANSFER_MESSAGE,
+                )
+
             from utils.content_filter import should_block_customer_smart
             risk_hit, risk_category, _risk_reason = await should_block_customer_smart(message.msg)
             map_hit = self._is_map_inquiry(message.msg) or (risk_category == "map")