feat: add online evolution loop and 5% gray risk-policy rollout

core/pydantic_ai_agent.py

@@ -11,6 +11,8 @@ import asyncio
 import random
 import hashlib
 import re
+import json
+from pathlib import Path
 from typing import Optional, Dict, List, Any, Tuple
 from datetime import datetime
 from pydantic import BaseModel, Field
@@ -162,6 +164,7 @@ class CustomerServiceAgent:
     C_TOOL = "\033[93m"        # yellow
     C_REPLY = "\033[92m"       # green
     C_MUTED = "\033[90m"       # gray
+    _DEFAULT_EVOLUTION_CANDIDATE = Path("config") / "evolution_candidate.json"
 
     def __init__(self, skills_dir: str = "skills"):
         self.api_key = os.getenv("OPENAI_API_KEY")
@@ -175,6 +178,7 @@ class CustomerServiceAgent:
         self.conversations: Dict[str, ConversationState] = {}
         # 多轮对话历史（PydanticAI ModelMessage 列表，按客户ID存储）
         self.message_histories: Dict[str, list] = {}
+        self.evolution_candidate = self._load_evolution_candidate()
 
         # 加载 skills 内容
         self.skills_content = load_skill_md(skills_dir)
@@ -230,6 +234,64 @@ class CustomerServiceAgent:
         # 注册工具
         self._register_tools()
 
+    def _load_evolution_candidate(self) -> Dict[str, Any]:
+        """读取自我进化候选配置（灰度策略），读取失败时返回空。"""
+        try:
+            path = Path(os.getenv("EVOLUTION_CANDIDATE_PATH", str(self._DEFAULT_EVOLUTION_CANDIDATE)))
+            if not path.exists():
+                return {}
+            data = json.loads(path.read_text(encoding="utf-8"))
+            if not isinstance(data, dict):
+                return {}
+            return data
+        except Exception:
+            return {}
+
+    def _evolution_gray_percent(self) -> int:
+        """灰度比例，默认 5%。"""
+        try:
+            env_pct = os.getenv("EVOLUTION_GRAY_PERCENT", "").strip()
+            if env_pct:
+                pct = int(float(env_pct))
+            else:
+                pct = int(((self.evolution_candidate or {}).get("gray_percent", 5)))
+            return max(0, min(100, pct))
+        except Exception:
+            return 5
+
+    def _evolution_enabled_for_customer(self, customer_id: str) -> bool:
+        """按客户哈希稳定灰度命中，命中后启用候选策略。"""
+        cand = self.evolution_candidate or {}
+        if str(cand.get("status", "")).strip() != "ready_for_gray_5_percent":
+            return False
+        if not customer_id:
+            return False
+        pct = self._evolution_gray_percent()
+        if pct <= 0:
+            return False
+        digest = hashlib.md5(customer_id.encode("utf-8")).hexdigest()
+        bucket = int(digest[:8], 16) % 100
+        hit = bucket < pct
+        if hit:
+            metrics_emit("evolution_gray_hit", customer_id=customer_id, percent=pct, version=str(cand.get("version", "")))
+        return hit
+
+    def _evolution_has_proposal(self, proposal_id: str) -> bool:
+        cand = self.evolution_candidate or {}
+        for p in cand.get("proposals", []) or []:
+            if str((p or {}).get("id", "")).strip() == proposal_id:
+                return True
+        return False
+
+    @staticmethod
+    def _is_service_risk_inquiry(text: str) -> bool:
+        """识别退款/投诉等服务风险场景。"""
+        s = (text or "").strip().lower()
+        if not s:
+            return False
+        kw = ("退款", "退货", "投诉", "差评", "举报", "欺骗", "骗人", "起诉", "法院", "生气", "不满意")
+        return any(k in s for k in kw)
+
     @staticmethod
     def _log_block(title: str, content: str):
         """统一的控制台分层日志输出。"""
@@ -1637,6 +1699,17 @@ class CustomerServiceAgent:
             transfer_msg = TRANSFER_MESSAGE
             metrics_emit("transfer_to_human", customer_id=message.from_id, acc_id=message.acc_id)
 
+        # 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
+        evo_hit = self._evolution_enabled_for_customer(message.from_id)
+        if evo_hit and self._is_service_risk_inquiry(message.msg):
+            if self._evolution_has_proposal("policy-risk-transfer"):
+                need_transfer = True
+                transfer_msg = TRANSFER_MESSAGE
+                metrics_emit("evolution_force_transfer", customer_id=message.from_id, acc_id=message.acc_id)
+            if self._evolution_has_proposal("tone-empathy-pack"):
+                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。"
+                metrics_emit("evolution_empathy_reply", customer_id=message.from_id, acc_id=message.acc_id)
+
         # 未成交记录：客户表达放弃且已报价过（转人工不记录）
         customer_text, _ = self._split_customer_text(message.msg)
         no_convert_keywords = ["算了", "不要了", "不做了", "下次再说", "先不弄了"]
@@ -1649,6 +1722,8 @@ class CustomerServiceAgent:
 
         # 需要转接时不把原始回复发给客户
         should_reply = bool(reply_text and reply_text.strip()) and not need_transfer
+        if evo_hit and need_transfer and self._evolution_has_proposal("tone-empathy-pack"):
+            should_reply = True
 
         # 记录本次回复时间，供冷却期判断
         if should_reply: