110 lines
4.0 KiB
Python
110 lines
4.0 KiB
Python
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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from core.post_ops import auto_tag, detect_discount, detect_price, record_deal_fail
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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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detect_price(reply_text, state)
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detect_discount(message.msg, state)
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asyncio.create_task(auto_tag(message, 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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record_deal_fail(
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customer_id=message.from_id,
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customer_name=message.from_name,
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acc_id=message.acc_id,
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platform=message.acc_type,
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reason=reason,
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)
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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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