144 lines
5.8 KiB
Python
144 lines
5.8 KiB
Python
import json
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import logging
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import os
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from pathlib import Path
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from typing import Any, Dict, List
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from utils.metrics_tracker import emit as metrics_emit
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logger = logging.getLogger("cs_agent")
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def load_system_inquiry_rules() -> Dict[str, Any]:
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"""加载系统客服询单规则（全局 + 店铺覆盖）。"""
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from config.config import (
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SYSTEM_INQUIRY_ENABLED,
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SYSTEM_INQUIRY_DEFAULT_ACTION,
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SYSTEM_INQUIRY_DEFAULT_REPLY,
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SYSTEM_INQUIRY_RULES_FILE,
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)
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enabled_env = os.getenv("SYSTEM_INQUIRY_ENABLED")
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enabled = (
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enabled_env.lower() in ("1", "true", "yes")
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if isinstance(enabled_env, str)
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else bool(SYSTEM_INQUIRY_ENABLED)
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)
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action = (os.getenv("SYSTEM_INQUIRY_DEFAULT_ACTION") or SYSTEM_INQUIRY_DEFAULT_ACTION or "silent").strip().lower()
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reply = os.getenv("SYSTEM_INQUIRY_DEFAULT_REPLY") or SYSTEM_INQUIRY_DEFAULT_REPLY or ""
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rules_file = os.getenv("SYSTEM_INQUIRY_RULES_FILE") or str(SYSTEM_INQUIRY_RULES_FILE)
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defaults: Dict[str, Any] = {
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"enabled": bool(enabled),
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"default_action": action,
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"default_reply": reply,
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"sender_keywords": ["系统客服", "官方客服", "平台客服", "机器人客服", "商家客服系统"],
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"message_keywords": ["系统询单", "代客咨询", "平台代问", "系统代发", "客服询单"],
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"shops": {},
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}
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try:
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p = Path(rules_file)
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if p.exists():
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with p.open("r", encoding="utf-8") as f:
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loaded = json.load(f)
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if isinstance(loaded, dict):
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defaults.update(loaded)
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except Exception as e:
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logger.warning("系统询单规则加载失败，使用默认规则: %s", e)
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return defaults
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def normalize_kw_list(v: Any) -> List[str]:
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if not isinstance(v, list):
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return []
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return [str(x).strip().lower() for x in v if str(x).strip()]
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def resolve_system_inquiry_policy(client, acc_id: str) -> Dict[str, Any]:
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"""根据店铺合并系统询单策略。"""
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from config.config import SYSTEM_INQUIRY_SHOPS
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rules = client._system_inquiry_rules or {}
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if not bool(rules.get("enabled", True)):
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return {"enabled": False}
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shops_env = os.getenv("SYSTEM_INQUIRY_SHOPS", SYSTEM_INQUIRY_SHOPS or "")
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shop_whitelist = [s.strip() for s in shops_env.split(",") if s.strip()]
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if shop_whitelist and (acc_id or "") not in shop_whitelist:
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return {"enabled": False}
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policy: Dict[str, Any] = {
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"enabled": True,
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"action": str(rules.get("default_action", "silent")).strip().lower(),
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"reply": str(rules.get("default_reply", "")).strip(),
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"sender_keywords": normalize_kw_list(rules.get("sender_keywords")),
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"message_keywords": normalize_kw_list(rules.get("message_keywords")),
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}
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shop_cfg = (rules.get("shops") or {}).get(acc_id or "", {})
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if isinstance(shop_cfg, dict):
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if "enabled" in shop_cfg and not bool(shop_cfg.get("enabled", True)):
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return {"enabled": False}
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if shop_cfg.get("action"):
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policy["action"] = str(shop_cfg.get("action")).strip().lower()
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if shop_cfg.get("reply"):
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policy["reply"] = str(shop_cfg.get("reply")).strip()
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if isinstance(shop_cfg.get("sender_keywords"), list):
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policy["sender_keywords"] = normalize_kw_list(shop_cfg.get("sender_keywords"))
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if isinstance(shop_cfg.get("message_keywords"), list):
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policy["message_keywords"] = normalize_kw_list(shop_cfg.get("message_keywords"))
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if policy["action"] not in ("silent", "reply", "transfer"):
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policy["action"] = "silent"
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return policy
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def match_system_inquiry(client, data: dict, policy: Dict[str, Any]) -> bool:
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"""识别是否为系统客服询单消息。"""
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if not policy.get("enabled", False):
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return False
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from_name = client.to_chinese(data.get("from_name", "") or "").lower()
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from_id = str(data.get("from_id", "") or "").lower()
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msg = client.to_chinese(data.get("msg", "") or "").lower()
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sender_hits = 0
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for kw in policy.get("sender_keywords", []):
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if kw and (kw in from_name or kw in from_id):
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sender_hits += 1
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message_hits = 0
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for kw in policy.get("message_keywords", []):
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if kw and kw in msg:
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message_hits += 1
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# 优先看发送者特征；纯文本命中时至少要求两个关键词，降低误判风险
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return sender_hits > 0 or message_hits >= 2
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async def handle_system_inquiry(client, data: dict) -> bool:
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"""命中系统询单后按策略处理。"""
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acc_id = data.get("acc_id", "")
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policy = resolve_system_inquiry_policy(client, acc_id)
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if not match_system_inquiry(client, data, policy):
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return False
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customer_id = data.get("from_id", "")
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metrics_emit("system_inquiry_detected", customer_id=customer_id, acc_id=acc_id)
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action = policy.get("action", "silent")
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logger.info("系统询单命中 | 店铺:%s | 客户:%s | action:%s", acc_id, customer_id, action)
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if action == "reply":
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reply = await client._compose_ai_scene_reply(
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original_msg=data,
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scene="system_inquiry_reply",
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intent_hint="这是系统客服询单消息，简短确认已收到并说明会跟进即可。",
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fallback=(policy.get("reply") or "您好，这边已收到询单消息，稍后由人工客服跟进处理。"),
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)
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await client.send_reply(data, reply)
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metrics_emit("system_inquiry_auto_reply", customer_id=customer_id, acc_id=acc_id)
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return True
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if action == "transfer":
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await client.transfer_to_human(data, "系统询单转人工")
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metrics_emit("system_inquiry_transfer", customer_id=customer_id, acc_id=acc_id)
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return True
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metrics_emit("system_inquiry_ignored", customer_id=customer_id, acc_id=acc_id)
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return True
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