190 lines
7.7 KiB
Python
190 lines
7.7 KiB
Python
import logging
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import asyncio
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import re
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from datetime import datetime
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from typing import List, Optional, Dict, Any
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from pydantic import BaseModel, Field
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from pydantic_ai import RunContext
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from core.schema import StandardResponse
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from services.dispatch_service import dispatch_service
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from db.chat_log_db import get_conversation, get_customer_orders
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logger = logging.getLogger("cs_agent")
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_TRANSFER_COMMAND_RE = re.compile(r"^\s*正在为您转接\|\[转移会话\],[^,\r\n]+,[^\r\n]*\s*$")
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_HISTORY_NOISE_PREFIXES = (
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"[系统订单信息]",
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"[进店卡片]",
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"【系统：已收到",
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"金额:",
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"定制:",
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)
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def _is_plain_transfer_command(text: str) -> bool:
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return bool(_TRANSFER_COMMAND_RE.fullmatch(str(text or "").strip()))
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def _normalize_history_message(message: str, role: str) -> str:
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text = str(message or "").strip()
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if not text:
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return ""
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if _is_plain_transfer_command(text):
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return "已转接设计师"
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if role == "客服" and "[转移会话]" in text:
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return "已尝试转接设计师"
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return text
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def _extract_need_snippet(message: str) -> str:
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text = str(message or "").strip()
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if not text:
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return ""
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if any(text.startswith(prefix) for prefix in _HISTORY_NOISE_PREFIXES):
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return ""
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if "http://" in text or "https://" in text:
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return ""
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return text[:60]
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class TransferSuccessException(Exception):
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"""转接成功后抛出此异常，用于提前终止 AI 处理流程"""
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def __init__(self, transfer_cmd: str):
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self.transfer_cmd = transfer_cmd
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super().__init__(transfer_cmd)
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async def transfer_to_human_tool(ctx: RunContext[Any], reason: str = Field(description="转人工的原因")) -> str:
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"""
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【核心工具】执行转人工逻辑。
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获取设计师姓名并生成精准转接指令。
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"""
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logger.info(f"[Tool] 尝试呼叫设计师接手: {reason}")
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designer_name = await dispatch_service.assign_designer()
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if designer_name:
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magic_cmd = f"正在为您转接|[转移会话],{designer_name},无原因"
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logger.info(f"[Tool] 成功呼叫设计师: {designer_name}，立即触发转接")
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# 抛出异常以提前终止 AI 后续处理，节省等待时间
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raise TransferSuccessException(magic_cmd)
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else:
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hour = datetime.now().hour
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logger.warning(f"[Tool] 派单失败：设计师们不在位 (当前{hour}点)")
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if 0 <= hour < 9:
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return "ERROR_DESIGNER_NOT_STARTED：现在设计师还没上班，你告诉客户需求记下了，上班后第一时间处理。不要说下班。"
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elif 22 <= hour or hour < 1:
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return "ERROR_DESIGNER_OFFLINE：设计师已下班，你告诉客户需求记下了，明天第一时间回复。"
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else:
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return "ERROR_DESIGNER_BUSY：设计师暂时不在位，你告诉客户稍等，马上帮忙联系设计师。不要说下班。"
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async def lookup_customer_orders_tool(
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ctx: RunContext[Any],
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customer_id: str = Field(description="客户ID，从当前对话上下文中获取"),
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) -> str:
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"""
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【订单查询工具】查询该客户的订单记录（订单号、状态、金额等）。
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使用场景：
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- 客户问"我的订单怎么样了"、"付款了"、"发货了吗"
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- 客户提到订单号
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- 需要确认客户是否已付款
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返回该客户的所有订单及其状态。
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"""
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logger.info(f"[Tool] 查询客户订单: customer_id={customer_id}")
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try:
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rows = await asyncio.to_thread(get_customer_orders, customer_id, limit=10)
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if not rows:
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return f"该客户({customer_id})暂无订单记录。"
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lines = []
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for r in rows:
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oid = r.get("order_id", "")
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status = r.get("order_status", "")
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amount = r.get("amount", 0)
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qty = r.get("quantity", 0)
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title = r.get("product_title", "")
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note = r.get("buyer_note", "")
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updated = str(r.get("updated_at", ""))
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line = f"订单号:{oid} 状态:{status} 金额:{amount}元 数量:{qty} 商品:{title}"
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if note:
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line += f" 备注:{note}"
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line += f" 更新时间:{updated}"
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lines.append(line)
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has_paid = any("已付款" in r.get("order_status", "") for r in rows)
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has_shipped = any("已发货" in r.get("order_status", "") for r in rows)
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summary_parts = [f"共{len(rows)}条订单记录。"]
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if has_paid:
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summary_parts.append("客户已付款！")
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if has_shipped:
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summary_parts.append("已发货。")
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summary = " ".join(summary_parts)
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return f"【订单摘要】{summary}\n\n【订单详情】\n" + "\n".join(lines)
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except Exception as e:
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logger.error(f"[Tool] 查询订单失败: {e}")
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return f"查询订单失败: {e}"
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async def lookup_chat_history_tool(
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ctx: RunContext[Any],
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customer_id: str = Field(description="客户ID，从当前对话上下文中获取"),
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num_messages: int = Field(default=30, description="要查询的历史消息条数，默认30条"),
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) -> str:
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"""
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【历史记录查询工具】查询该客户的历史聊天记录。
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使用场景：
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- 客户说"之前聊过"、"上次"、"你看聊天记录"、"我发过图了"等暗示有历史对话时
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- 客户第二次来访、追问进度、催单时
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- 你不确定客户之前是否发过图或说过需求时
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必须先调用此工具回顾历史，再回复客户，避免重复要求客户发图。
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"""
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logger.info(f"[Tool] 查询历史记录: customer_id={customer_id}, limit={num_messages}")
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try:
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rows = await asyncio.to_thread(get_conversation, customer_id, limit=num_messages)
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if not rows:
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return f"该客户({customer_id})暂无历史聊天记录。"
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lines = []
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has_images = False
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customer_needs = []
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for r in rows:
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role = "客户" if r["direction"] == "in" else "客服"
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ts = str(r.get("timestamp", ""))
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msg = _normalize_history_message(r.get("message", ""), role)
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line = f"[{ts}] {role}：{msg}"
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lines.append(line)
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if r["direction"] == "in":
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msg_type = int(r.get("msg_type") or 0)
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raw_message = str(r.get("message", "") or "")
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image_urls = str(r.get("image_urls", "") or "").strip()
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if msg_type == 1 or image_urls or ("已收到" in msg and "图" in msg):
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has_images = True
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need_text = _extract_need_snippet(raw_message)
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if need_text and any(k in need_text for k in ["找原图", "修复", "高清", "去背景", "抠图", "做衣服", "打印", "大图", "素材"]):
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customer_needs.append(need_text)
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summary_parts = [f"共{len(rows)}条历史消息。"]
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if has_images:
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summary_parts.append("⚠️ 客户之前已经发过图片！不要再让客户发图！")
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if customer_needs:
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summary_parts.append(f"客户曾表达的需求：{'；'.join(customer_needs[:3])}")
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summary = " ".join(summary_parts)
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history_text = "\n".join(lines[-30:])
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return f"【历史记录摘要】{summary}\n\n【详细记录】\n{history_text}"
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except Exception as e:
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logger.error(f"[Tool] 查询历史记录失败: {e}")
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return f"查询历史记录失败: {e}"
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def register_agent_tools(agent: Any):
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"""注册工具"""
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agent.tool(transfer_to_human_tool)
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agent.tool(lookup_chat_history_tool)
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agent.tool(lookup_customer_orders_tool)
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logger.info("[Agent] 工具箱已更新：含转人工、历史记录查询、订单查询。")
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