feat: add mysql-backed customer risk tools and manual do-not-serve gate
This commit is contained in:
@@ -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")
|
||||
|
||||
336
db/customer_risk_db.py
Normal file
336
db/customer_risk_db.py
Normal file
@@ -0,0 +1,336 @@
|
||||
"""客户风控数据库（MySQL 优先，SQLite 兜底）"""
|
||||
import os
|
||||
import sqlite3
|
||||
import json
|
||||
from datetime import datetime
|
||||
from pathlib import Path
|
||||
from typing import Dict, Any
|
||||
from dotenv import load_dotenv
|
||||
|
||||
load_dotenv()
|
||||
|
||||
_DB_TYPE = os.getenv("DB_TYPE", "sqlite").lower()
|
||||
_MYSQL_HOST = os.getenv("MYSQL_HOST", "127.0.0.1")
|
||||
_MYSQL_PORT = int(os.getenv("MYSQL_PORT", "3306"))
|
||||
_MYSQL_USER = os.getenv("MYSQL_USER", "root")
|
||||
_MYSQL_PASSWORD = os.getenv("MYSQL_PASSWORD", "")
|
||||
_MYSQL_DATABASE = os.getenv("MYSQL_DATABASE", "ai_cs")
|
||||
|
||||
|
||||
def _is_mysql() -> bool:
|
||||
return _DB_TYPE in ("mysql", "mariadb")
|
||||
|
||||
|
||||
class CustomerRiskDB:
|
||||
def __init__(self, sqlite_path: str = "db/customer_risk_db/risk.db"):
|
||||
self.sqlite_path = Path(sqlite_path)
|
||||
self.backend = "mysql" if _is_mysql() else "sqlite"
|
||||
self._sqlite_in_memory = False
|
||||
try:
|
||||
self._ensure_db()
|
||||
except Exception:
|
||||
# MySQL 不可用时自动回退，避免主流程被数据库连接拖垮
|
||||
self.backend = "sqlite"
|
||||
try:
|
||||
self._ensure_sqlite_db()
|
||||
except Exception:
|
||||
# 最后兜底：内存 SQLite，保证模块可导入
|
||||
self._sqlite_in_memory = True
|
||||
self._ensure_sqlite_db()
|
||||
|
||||
def _get_mysql_conn(self):
|
||||
import pymysql
|
||||
return pymysql.connect(
|
||||
host=_MYSQL_HOST,
|
||||
port=_MYSQL_PORT,
|
||||
user=_MYSQL_USER,
|
||||
password=_MYSQL_PASSWORD,
|
||||
database=_MYSQL_DATABASE,
|
||||
charset="utf8mb4",
|
||||
cursorclass=pymysql.cursors.DictCursor,
|
||||
autocommit=False,
|
||||
)
|
||||
|
||||
def _get_sqlite_conn(self):
|
||||
if self._sqlite_in_memory:
|
||||
conn = sqlite3.connect(":memory:")
|
||||
else:
|
||||
self.sqlite_path.parent.mkdir(parents=True, exist_ok=True)
|
||||
conn = sqlite3.connect(str(self.sqlite_path))
|
||||
conn.row_factory = sqlite3.Row
|
||||
return conn
|
||||
|
||||
def _ensure_db(self):
|
||||
if self.backend == "mysql":
|
||||
with self._get_mysql_conn() as conn:
|
||||
with conn.cursor() as cur:
|
||||
cur.execute(
|
||||
"""
|
||||
CREATE TABLE IF NOT EXISTS customer_risk_profile (
|
||||
customer_id VARCHAR(128) PRIMARY KEY,
|
||||
do_not_serve TINYINT(1) NOT NULL DEFAULT 0,
|
||||
risk_level VARCHAR(16) NOT NULL DEFAULT 'low',
|
||||
risk_score INT NOT NULL DEFAULT 0,
|
||||
note TEXT,
|
||||
tags_json TEXT,
|
||||
updated_at DATETIME NOT NULL
|
||||
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4
|
||||
"""
|
||||
)
|
||||
cur.execute(
|
||||
"""
|
||||
CREATE TABLE IF NOT EXISTS customer_risk_event (
|
||||
id BIGINT PRIMARY KEY AUTO_INCREMENT,
|
||||
customer_id VARCHAR(128) NOT NULL,
|
||||
event_type VARCHAR(32) NOT NULL,
|
||||
event_count INT NOT NULL DEFAULT 1,
|
||||
note TEXT,
|
||||
created_at DATETIME NOT NULL,
|
||||
INDEX idx_customer_time (customer_id, created_at),
|
||||
INDEX idx_event_type (event_type)
|
||||
) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4
|
||||
"""
|
||||
)
|
||||
conn.commit()
|
||||
return
|
||||
self._ensure_sqlite_db()
|
||||
|
||||
def _ensure_sqlite_db(self):
|
||||
with self._get_sqlite_conn() as conn:
|
||||
cur = conn.cursor()
|
||||
cur.execute(
|
||||
"""
|
||||
CREATE TABLE IF NOT EXISTS customer_risk_profile (
|
||||
customer_id TEXT PRIMARY KEY,
|
||||
do_not_serve INTEGER NOT NULL DEFAULT 0,
|
||||
risk_level TEXT NOT NULL DEFAULT 'low',
|
||||
risk_score INTEGER NOT NULL DEFAULT 0,
|
||||
note TEXT,
|
||||
tags_json TEXT,
|
||||
updated_at TEXT NOT NULL
|
||||
)
|
||||
"""
|
||||
)
|
||||
cur.execute(
|
||||
"""
|
||||
CREATE TABLE IF NOT EXISTS customer_risk_event (
|
||||
id INTEGER PRIMARY KEY AUTOINCREMENT,
|
||||
customer_id TEXT NOT NULL,
|
||||
event_type TEXT NOT NULL,
|
||||
event_count INTEGER NOT NULL DEFAULT 1,
|
||||
note TEXT,
|
||||
created_at TEXT NOT NULL
|
||||
)
|
||||
"""
|
||||
)
|
||||
cur.execute("CREATE INDEX IF NOT EXISTS idx_customer_time ON customer_risk_event(customer_id, created_at)")
|
||||
cur.execute("CREATE INDEX IF NOT EXISTS idx_event_type ON customer_risk_event(event_type)")
|
||||
conn.commit()
|
||||
|
||||
def record_event(self, customer_id: str, event_type: str, event_count: int = 1, note: str = ""):
|
||||
if not customer_id or not event_type:
|
||||
return
|
||||
now = datetime.now()
|
||||
if self.backend == "mysql":
|
||||
with self._get_mysql_conn() as conn:
|
||||
with conn.cursor() as cur:
|
||||
cur.execute(
|
||||
"""
|
||||
INSERT INTO customer_risk_event (customer_id, event_type, event_count, note, created_at)
|
||||
VALUES (%s, %s, %s, %s, %s)
|
||||
""",
|
||||
(customer_id, event_type, int(max(1, event_count)), note, now.strftime("%Y-%m-%d %H:%M:%S")),
|
||||
)
|
||||
conn.commit()
|
||||
return
|
||||
with self._get_sqlite_conn() as conn:
|
||||
cur = conn.cursor()
|
||||
cur.execute(
|
||||
"""
|
||||
INSERT INTO customer_risk_event (customer_id, event_type, event_count, note, created_at)
|
||||
VALUES (?, ?, ?, ?, ?)
|
||||
""",
|
||||
(customer_id, event_type, int(max(1, event_count)), note, now.isoformat()),
|
||||
)
|
||||
conn.commit()
|
||||
|
||||
def set_profile(
|
||||
self,
|
||||
customer_id: str,
|
||||
*,
|
||||
do_not_serve: bool = False,
|
||||
risk_level: str = "low",
|
||||
risk_score: int = 0,
|
||||
note: str = "",
|
||||
tags: list | None = None,
|
||||
):
|
||||
if not customer_id:
|
||||
return
|
||||
tags_json = json.dumps(tags or [], ensure_ascii=False)
|
||||
now = datetime.now()
|
||||
if self.backend == "mysql":
|
||||
with self._get_mysql_conn() as conn:
|
||||
with conn.cursor() as cur:
|
||||
cur.execute(
|
||||
"""
|
||||
REPLACE INTO customer_risk_profile
|
||||
(customer_id, do_not_serve, risk_level, risk_score, note, tags_json, updated_at)
|
||||
VALUES (%s, %s, %s, %s, %s, %s, %s)
|
||||
""",
|
||||
(
|
||||
customer_id,
|
||||
1 if do_not_serve else 0,
|
||||
risk_level,
|
||||
int(max(0, risk_score)),
|
||||
note,
|
||||
tags_json,
|
||||
now.strftime("%Y-%m-%d %H:%M:%S"),
|
||||
),
|
||||
)
|
||||
conn.commit()
|
||||
return
|
||||
with self._get_sqlite_conn() as conn:
|
||||
cur = conn.cursor()
|
||||
cur.execute(
|
||||
"""
|
||||
INSERT INTO customer_risk_profile
|
||||
(customer_id, do_not_serve, risk_level, risk_score, note, tags_json, updated_at)
|
||||
VALUES (?, ?, ?, ?, ?, ?, ?)
|
||||
ON CONFLICT(customer_id) DO UPDATE SET
|
||||
do_not_serve=excluded.do_not_serve,
|
||||
risk_level=excluded.risk_level,
|
||||
risk_score=excluded.risk_score,
|
||||
note=excluded.note,
|
||||
tags_json=excluded.tags_json,
|
||||
updated_at=excluded.updated_at
|
||||
""",
|
||||
(
|
||||
customer_id,
|
||||
1 if do_not_serve else 0,
|
||||
risk_level,
|
||||
int(max(0, risk_score)),
|
||||
note,
|
||||
tags_json,
|
||||
now.isoformat(),
|
||||
),
|
||||
)
|
||||
conn.commit()
|
||||
|
||||
def _sum_events(self, customer_id: str, event_type: str, days: int) -> int:
|
||||
if self.backend == "mysql":
|
||||
with self._get_mysql_conn() as conn:
|
||||
with conn.cursor() as cur:
|
||||
cur.execute(
|
||||
"""
|
||||
SELECT COALESCE(SUM(event_count), 0) AS total
|
||||
FROM customer_risk_event
|
||||
WHERE customer_id=%s
|
||||
AND event_type=%s
|
||||
AND created_at >= (NOW() - INTERVAL %s DAY)
|
||||
""",
|
||||
(customer_id, event_type, int(max(1, days))),
|
||||
)
|
||||
row = cur.fetchone() or {}
|
||||
return int(row.get("total") or 0)
|
||||
with self._get_sqlite_conn() as conn:
|
||||
cur = conn.cursor()
|
||||
cur.execute(
|
||||
"""
|
||||
SELECT COALESCE(SUM(event_count), 0) AS total
|
||||
FROM customer_risk_event
|
||||
WHERE customer_id=?
|
||||
AND event_type=?
|
||||
AND created_at >= datetime('now', ?)
|
||||
""",
|
||||
(customer_id, event_type, f"-{int(max(1, days))} day"),
|
||||
)
|
||||
row = cur.fetchone()
|
||||
return int((row["total"] if row else 0) or 0)
|
||||
|
||||
def get_profile(self, customer_id: str) -> Dict[str, Any]:
|
||||
out = {
|
||||
"customer_id": customer_id,
|
||||
"do_not_serve": False,
|
||||
"risk_level": "low",
|
||||
"risk_score": 0,
|
||||
"note": "",
|
||||
"tags": [],
|
||||
}
|
||||
if self.backend == "mysql":
|
||||
with self._get_mysql_conn() as conn:
|
||||
with conn.cursor() as cur:
|
||||
cur.execute(
|
||||
"""
|
||||
SELECT customer_id, do_not_serve, risk_level, risk_score, note, tags_json
|
||||
FROM customer_risk_profile
|
||||
WHERE customer_id=%s
|
||||
LIMIT 1
|
||||
""",
|
||||
(customer_id,),
|
||||
)
|
||||
row = cur.fetchone()
|
||||
if not row:
|
||||
return out
|
||||
out.update(
|
||||
{
|
||||
"do_not_serve": bool(row.get("do_not_serve")),
|
||||
"risk_level": str(row.get("risk_level") or "low"),
|
||||
"risk_score": int(row.get("risk_score") or 0),
|
||||
"note": str(row.get("note") or ""),
|
||||
"tags": json.loads(row.get("tags_json") or "[]"),
|
||||
}
|
||||
)
|
||||
return out
|
||||
with self._get_sqlite_conn() as conn:
|
||||
cur = conn.cursor()
|
||||
cur.execute(
|
||||
"""
|
||||
SELECT customer_id, do_not_serve, risk_level, risk_score, note, tags_json
|
||||
FROM customer_risk_profile
|
||||
WHERE customer_id=?
|
||||
LIMIT 1
|
||||
""",
|
||||
(customer_id,),
|
||||
)
|
||||
row = cur.fetchone()
|
||||
if not row:
|
||||
return out
|
||||
out.update(
|
||||
{
|
||||
"do_not_serve": bool(row["do_not_serve"]),
|
||||
"risk_level": str(row["risk_level"] or "low"),
|
||||
"risk_score": int(row["risk_score"] or 0),
|
||||
"note": str(row["note"] or ""),
|
||||
"tags": json.loads(row["tags_json"] or "[]"),
|
||||
}
|
||||
)
|
||||
return out
|
||||
|
||||
def evaluate_customer(self, customer_id: str) -> Dict[str, Any]:
|
||||
profile = self.get_profile(customer_id)
|
||||
refund_30d = self._sum_events(customer_id, "refund", 30)
|
||||
unpaid_7d = self._sum_events(customer_id, "unpaid_order", 7)
|
||||
bad_review_90d = self._sum_events(customer_id, "bad_review", 90)
|
||||
|
||||
score = int(profile.get("risk_score") or 0)
|
||||
score += refund_30d * 20
|
||||
score += unpaid_7d * 8
|
||||
score += bad_review_90d * 15
|
||||
|
||||
level = "low"
|
||||
if score >= 70:
|
||||
level = "high"
|
||||
elif score >= 35:
|
||||
level = "medium"
|
||||
|
||||
return {
|
||||
**profile,
|
||||
"refund_30d": refund_30d,
|
||||
"unpaid_7d": unpaid_7d,
|
||||
"bad_review_90d": bad_review_90d,
|
||||
"computed_score": score,
|
||||
"computed_level": level,
|
||||
}
|
||||
|
||||
|
||||
risk_db = CustomerRiskDB()
|
||||
@@ -16,3 +16,14 @@ description: 风控拒绝技能，覆盖敏感内容拦截、拒绝边界和安
|
||||
- 拒绝后若客户追问「能做吗/有吗」，保持一致，不反复改口。
|
||||
- 不输出技术解释，不展开争论。
|
||||
- 句子短、边界清晰、语气克制。
|
||||
|
||||
## 工具化风控（必须优先用工具）
|
||||
|
||||
- 先调用 `get_customer_risk_profile` 看客户历史风控画像（退款/未付款/差评/是否不接单）。
|
||||
- 若人工确认该客户不接单，调用 `mark_customer_risk` 写入：`do_not_serve=true` + 备注原因。
|
||||
- 每次发生风险行为时调用 `record_customer_risk_event`：
|
||||
- `refund`：客户退款/退款成功
|
||||
- `unpaid_order`：短时间多次下单不付款
|
||||
- `bad_review`：差评/威胁差评
|
||||
- `blacklist_hit`：命中黑名单场景
|
||||
- 规则：先写事件，再做回复或转人工，保证后续可追溯。
|
||||
|
||||
Reference in New Issue
Block a user