320 lines
15 KiB
Python
320 lines
15 KiB
Python
import logging
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import asyncio
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import re
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import time
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import json
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from typing import Optional, List, Any, Dict
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from collections import deque
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from core.schema import StandardMessage, StandardResponse
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from core.adapters.qianniu_adapter import QianniuAdapter
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from core.pydantic_ai_agent_v2 import CustomerServiceBrain
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from core.events.event_bus import bus
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from core.repository import repo
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logger = logging.getLogger("cs_agent")
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# 配置常量
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MSG_DEDUP_CAPACITY = 200 # 消息 ID 去重缓存容量
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TRANSFER_COOLDOWN_SEC = 120 # 转接冷却时间（秒）—— 转接后2分钟内不再调用AI
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DEBOUNCE_SECONDS = 2.0 # 消息防抖延迟（秒）
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# 转接后安抚话术池（轮换使用，避免复读）
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_TRANSFER_CALM_REPLIES = [
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"我在帮你催了哈，稍等下",
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"已经转了哈，马上就来",
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"收到，设计师在赶来了哈",
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"好的亲，稍等一下哈",
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"在催了在催了，马上哈",
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]
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class SystemOrchestrator:
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"""
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全系统总编排：具备转接冷却、防抖合并、多消息去重、以及精准日志。
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"""
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def __init__(self, ws_client=None):
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self.ws_client = ws_client
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self.qianniu_adapter = QianniuAdapter(ws_client)
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self.brain = CustomerServiceBrain()
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# 1. 消息 ID 去重
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self._processed_msg_ids = deque(maxlen=MSG_DEDUP_CAPACITY)
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# 2. 转接冷却存储 (session_key -> last_transfer_time)
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self._last_transfer_time: Dict[str, float] = {}
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self._transfer_calm_idx: Dict[str, int] = {} # 安抚话术轮换索引
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# 3. 防抖配置
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self._debounce_seconds = DEBOUNCE_SECONDS
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self._debounce_tasks: Dict[str, asyncio.Task] = {}
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self._pending_messages: Dict[str, List[StandardMessage]] = {}
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self._user_locks: Dict[str, asyncio.Lock] = {}
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bus.subscribe("MESSAGE_OUTBOUND", self.handle_outbound_event)
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@staticmethod
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def _has_transfer_intent(text: str) -> bool:
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if not text:
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return False
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t = str(text)
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keywords = ("转人工", "转接", "人工客服", "人工", "设计师", "叫人", "找人")
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return any(k in t for k in keywords)
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def _get_user_lock(self, user_id: str) -> asyncio.Lock:
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if user_id not in self._user_locks:
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self._user_locks[user_id] = asyncio.Lock()
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return self._user_locks[user_id]
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async def on_raw_message_received(self, platform: str, raw_data: dict):
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"""链路入口"""
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try:
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if platform != "qianniu": return
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std_msg, direction = await self.qianniu_adapter.translate_inbound(raw_data)
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# 关键修复：确保 user_id 绝不为空
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user_id = std_msg.user_id or str(raw_data.get("cy_id") or raw_data.get("from_id") or "unknown")
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std_msg.user_id = user_id
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# 店铺隔离：同一客户在不同店铺的对话独立处理
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session_key = f"{user_id}@{std_msg.acc_id}"
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# 订单消息 / 纯金额通知 / SKU信息：静默入库，不触发 AI 回复
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msg_text = std_msg.content or ""
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is_order = "[系统订单信息]" in msg_text
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is_price_only = bool(re.match(r'^[\s\n]*金?额?[:：]?\s*[\d.]+\s*元', msg_text.strip()))
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is_sku_only = bool(re.match(r'^[\s\n]*(备注[:：]|数量[:：]|款式[:：]|定制[:：])', msg_text.strip()))
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is_sku_amount = bool(re.match(r'^[\s\n]*金额[:：]\s*[\d.]+元\s*●', msg_text.strip()))
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if is_order or is_price_only or is_sku_only or is_sku_amount:
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await self._handle_order_packet(platform, std_msg)
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logger.info(f"[订单消息] user={user_id} acc={std_msg.acc_id} 已入库更新状态")
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await repo.save_chat(platform, user_id, msg_text, "in", acc_id=std_msg.acc_id)
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return
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preview = (std_msg.content or "").replace("\n", "\\n")
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if len(preview) > 120:
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preview = preview[:120] + "..."
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logger.info(
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f"[监听消息] dir={direction} user={user_id} acc={std_msg.acc_id} "
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f"type={std_msg.msg_type} images={len(std_msg.image_urls)} content={preview}"
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)
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# 过滤心跳
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if not (std_msg.content or "").strip() and not std_msg.image_urls: return
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# 如果是商家人工回复，静默入库
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if direction == "out":
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await repo.save_chat(platform, user_id, std_msg.content, "out", acc_id=std_msg.acc_id)
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return
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# ID 去重
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if std_msg.msg_id:
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if std_msg.msg_id in self._processed_msg_ids: return
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self._processed_msg_ids.append(std_msg.msg_id)
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# 进入防抖（使用 session_key 隔离不同店铺）
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if session_key in self._debounce_tasks: self._debounce_tasks[session_key].cancel()
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if session_key not in self._pending_messages: self._pending_messages[session_key] = []
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self._pending_messages[session_key].append(std_msg)
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self._debounce_tasks[session_key] = asyncio.create_task(self._debounced_process(session_key, user_id, platform))
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except Exception as e:
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logger.error(f"[Orchestrator] 处理失败: {e}")
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async def _handle_order_packet(self, platform: str, msg: StandardMessage):
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try:
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from core.order_helpers import parse_order_info
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from db.chat_log_db import upsert_order
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content = msg.content or ""
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info = parse_order_info(content)
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price_match = re.search(r"金额[:：]\s*([\d\.]+)\s*元", content)
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if price_match:
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await repo.update_task_price(platform, msg.user_id, float(price_match.group(1)))
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if any(k in content for k in ["买家已付款", "卖家已发货"]):
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await repo.update_task_outcome(platform, msg.user_id, "deal_success")
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elif any(k in content for k in ["退款", "已关闭", "已取消"]):
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await repo.update_task_outcome(platform, msg.user_id, "refunded")
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# 结构化写入 customer_orders 表
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order_id = info.get("order_id", "")
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if order_id and msg.user_id and msg.user_id != "unknown":
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title_match = re.search(r"商品标题[:：]\s*([^\s]+(?:\s+[^\s订]+)*)", content)
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product_title = title_match.group(1).strip() if title_match else ""
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amount = float(info.get("amount", 0))
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quantity = int(info.get("quantity", 0))
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order_status = info.get("order_status", "")
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buyer_note = info.get("buyer_note", "")
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await asyncio.to_thread(
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upsert_order,
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customer_id=msg.user_id,
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order_id=order_id,
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order_status=order_status,
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acc_id=msg.acc_id,
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product_title=product_title,
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amount=amount,
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quantity=quantity,
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buyer_note=buyer_note,
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)
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logger.info(f"[订单入库] user={msg.user_id} order={order_id} status={order_status} amount={amount}")
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except Exception as e:
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logger.warning(f"[Orchestrator] 订单消息处理异常: {e}")
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async def _analyze_images_background(self, session_key: str, image_urls: List[str]):
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"""后台静默分析图片，存入用户数据库用于数据标定"""
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try:
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from services.service_image_analyzer import image_analyzer_service
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from db.customer_db import CustomerDatabase
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db = CustomerDatabase()
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profile = db.get_customer(session_key)
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for url in image_urls:
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try:
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result = await image_analyzer_service.analyze(url)
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result_json = json.dumps(result, ensure_ascii=False)
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# 更新最近一次分析
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profile.last_image_analysis = result_json
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profile.last_image_url = url
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profile.last_gemini_prompt = result.get("gemini_prompt", "")
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profile.last_aspect_ratio = result.get("aspect_ratio", "1:1")
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profile.last_perspective = result.get("perspective", "no")
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# 追加到历史记录（保留最近20条）
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if profile.image_analysis_history is None:
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profile.image_analysis_history = []
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profile.image_analysis_history.append(result_json)
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if len(profile.image_analysis_history) > 20:
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profile.image_analysis_history = profile.image_analysis_history[-20:]
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# 更新复杂度历史
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complexity = result.get("complexity", "normal")
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if profile.complexity_history is None:
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profile.complexity_history = []
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profile.complexity_history.append(complexity)
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if len(profile.complexity_history) > 10:
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profile.complexity_history = profile.complexity_history[-10:]
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# 更新图片类型历史
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proc_type = result.get("proc_type", "")
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if proc_type and profile.image_type_history is not None:
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if proc_type not in profile.image_type_history:
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profile.image_type_history.append(proc_type)
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logger.debug(f"[ImageAnalysis] session={session_key} 分析完成: {result.get('subject', '?')} | {complexity}")
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except Exception as e:
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logger.warning(f"[ImageAnalysis] 单张图片分析失败: {e}")
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continue
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# 保存更新
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db.save_customer(profile)
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logger.info(f"[ImageAnalysis] session={session_key} 分析结果已保存到数据库")
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except Exception as e:
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logger.warning(f"[ImageAnalysis] 后台分析失败: {e}")
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async def _debounced_process(self, session_key: str, user_id: str, platform: str):
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try:
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await asyncio.sleep(self._debounce_seconds)
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async with self._get_user_lock(session_key):
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messages = self._pending_messages.pop(session_key, [])
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if not messages: return
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# A. 合并与元数据修复（去重：同一防抖窗口内完全相同的内容只保留一条）
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seen_contents = set()
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unique_parts = []
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for m in messages:
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c = (m.content or "").strip()
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if c and c not in seen_contents:
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seen_contents.add(c)
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unique_parts.append(c)
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combined_content = "\n".join(unique_parts)
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all_image_urls = []
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acc_id = messages[-1].acc_id
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acc_type = messages[-1].acc_type
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for m in messages:
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for url in m.image_urls:
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if url not in all_image_urls: all_image_urls.append(url)
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# 防抖合并后的消息仍需有 msg_id，避免触发 StandardMessage 校验失败
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merged_msg_id = messages[-1].msg_id if messages[-1].msg_id else f"merged-{user_id}-{int(time.time() * 1000)}"
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final_msg = StandardMessage(
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platform=platform,
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msg_id=merged_msg_id,
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user_id=user_id,
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content=combined_content,
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msg_type=messages[-1].msg_type,
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image_urls=all_image_urls,
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acc_id=acc_id,
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acc_type=acc_type
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)
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# B. 持久化
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db_content = combined_content
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if all_image_urls: db_content = f"【系统：已收到{len(all_image_urls)}张图】\n{combined_content}"
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await repo.save_chat(platform, user_id, db_content, "in", acc_id=acc_id, image_urls=all_image_urls)
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# B2. 后台图片分析（不阻塞主流程，用于数据标定）
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if all_image_urls:
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asyncio.create_task(self._analyze_images_background(session_key, all_image_urls))
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# C. 冷却检查：转接成功后冷却期内，直接回安抚话术，不调AI
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last_transfer = self._last_transfer_time.get(session_key, 0)
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cooldown_elapsed = time.time() - last_transfer
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is_in_cooldown = cooldown_elapsed < TRANSFER_COOLDOWN_SEC
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if is_in_cooldown:
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idx = self._transfer_calm_idx.get(session_key, 0)
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calm_reply = _TRANSFER_CALM_REPLIES[idx % len(_TRANSFER_CALM_REPLIES)]
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self._transfer_calm_idx[session_key] = idx + 1
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logger.info(f"[Orchestrator] 转接冷却中({cooldown_elapsed:.0f}s)，直接安抚: {calm_reply}")
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std_res = StandardResponse(
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reply_content=calm_reply,
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metadata={"acc_id": acc_id, "acc_type": acc_type}
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)
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else:
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# D. 正常流程：调用AI思考
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history = await repo.get_chat_history(user_id, limit=10, acc_id=acc_id)
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if history and history[-1].get('content') == db_content: history = history[:-1]
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std_res = await self.brain.think_and_reply(final_msg, history=history)
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# E. 发送并记录时间
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if std_res.should_reply:
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std_res.metadata = {"acc_id": acc_id, "acc_type": acc_type}
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# 转接场景：先发一句安抚话，再发转接指令
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if "[转移会话]" in std_res.reply_content:
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greet = StandardResponse(
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reply_content="收到，我叫设计师来看下哈",
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metadata={"acc_id": acc_id, "acc_type": acc_type}
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)
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await self.qianniu_adapter.translate_outbound(greet, user_id)
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await repo.save_chat(platform, user_id, greet.reply_content, "out", acc_id=acc_id)
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await asyncio.sleep(0.5)
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await self.qianniu_adapter.translate_outbound(std_res, user_id)
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await repo.save_chat(platform, user_id, std_res.reply_content, "out", acc_id=acc_id)
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if "[转移会话]" in std_res.reply_content:
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self._last_transfer_time[session_key] = time.time()
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except asyncio.CancelledError: pass
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except Exception as e: logger.exception(f"[Orchestrator] 处理失败: {e}")
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async def handle_outbound_event(self, user_id: str, platform: str, response: StandardResponse):
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if platform == "qianniu":
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await self.qianniu_adapter.translate_outbound(response, user_id)
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# 全局单例
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orchestrator: Optional[SystemOrchestrator] = None
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def init_orchestrator(ws_client):
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global orchestrator
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orchestrator = SystemOrchestrator(ws_client)
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return orchestrator
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