534 lines
25 KiB
Python
534 lines
25 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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from db.pending_transfer_db import (
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enqueue_pending_transfer,
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claim_due_pending_transfers,
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complete_pending_transfer,
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retry_pending_transfer,
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)
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from services.dispatch_service import dispatch_service
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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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PENDING_TRANSFER_POLL_SECONDS = 30
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PENDING_TRANSFER_RETRY_SECONDS = 60
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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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_OUTBOUND_BLOCK_MARKERS = (
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"【历史记录摘要】",
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"【详细记录】",
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"【订单摘要】",
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"【订单详情】",
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"<think",
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"think_never_used",
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'[{"name":',
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)
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# 历史记录格式检测模式（AI 转述历史时容易泄露）
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_HISTORY_LEAK_PATTERNS = [
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r'\[\d{4}-\d{2}-\d{2}[^\]]*\]\s*(客户|客服)[：:]', # [2026-03-07 12:00:00] 客户：
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r'\[\d{2}:\d{2}:\d{2}\]\s*(客户|客服|我)[：:]', # [12:00:00] 客户：
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r'(根据|查看|查询|翻看)(历史|聊天|对话)(记录|内容)', # 根据历史记录
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r'历史(记录|对话|消息)(显示|表明|中)', # 历史记录显示
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r'之前的(聊天|对话|记录)(中|里|显示)', # 之前的聊天中
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r'共\d+条(历史|对话)?消息', # 共30条历史消息
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r'订单号[:：]\s*\d{10,}', # 订单号:xxxxxxxxxx
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r'(状态|金额|数量)[:：].*(状态|金额|数量)[:：]', # 状态:xxx 金额:xxx 连续出现
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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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self._pending_transfer_task: Optional[asyncio.Task] = None
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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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def _should_run_pending_transfer_worker(self) -> bool:
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worker_id = getattr(self.ws_client, "worker_id", -1) if self.ws_client else -1
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return worker_id in (-1, 0)
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def _ensure_background_tasks(self):
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if not self._should_run_pending_transfer_worker():
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return
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if self._pending_transfer_task is None or self._pending_transfer_task.done():
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self._pending_transfer_task = asyncio.create_task(self._process_pending_transfers_loop())
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logger.info("[Orchestrator] 待转接轮询任务已启动")
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@staticmethod
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def _sanitize_outbound_text(text: str) -> str:
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if not text:
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return ""
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cleaned = str(text).strip()
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if "[转移会话]" in cleaned:
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return cleaned
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if any(marker in cleaned for marker in _OUTBOUND_BLOCK_MARKERS):
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logger.warning("[Orchestrator] 拦截到内部内容外发，替换为安全兜底回复")
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return "我在帮你看记录，稍等哈"
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# 检查历史记录泄露模式
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for pattern in _HISTORY_LEAK_PATTERNS:
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if re.search(pattern, cleaned):
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logger.warning(f"[Orchestrator] 检测到历史记录泄露模式: {pattern[:30]}...")
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return "我在帮你看记录，稍等哈"
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return cleaned
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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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self._ensure_background_tasks()
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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(
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platform,
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user_id,
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msg_text,
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"in",
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acc_id=std_msg.acc_id,
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msg_type=std_msg.msg_type,
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)
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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；图片消息即使暂时没拿到 URL，也不能直接丢掉
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if std_msg.msg_type != 1 and not (std_msg.content or "").strip() and not std_msg.image_urls:
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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(
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platform,
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user_id,
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std_msg.content,
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"out",
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acc_id=std_msg.acc_id,
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msg_type=std_msg.msg_type,
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)
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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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# 记录开始时间（防抖前）
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process_start = time.time()
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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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debounce_elapsed = time.time() - process_start
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logger.info(f"[计时] user={user_id} 防抖等待完成: {debounce_elapsed:.1f}s")
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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_start = time.time()
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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(
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platform,
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user_id,
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db_content,
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"in",
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acc_id=acc_id,
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image_urls=all_image_urls,
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msg_type=final_msg.msg_type,
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)
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db_elapsed = time.time() - db_start
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logger.info(f"[计时] user={user_id} 消息入库: {db_elapsed:.2f}s")
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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_start = time.time()
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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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history_elapsed = time.time() - history_start
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logger.info(f"[计时] user={user_id} 查询历史: {history_elapsed:.2f}s (共{len(history)}条)")
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ai_start = time.time()
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std_res = await self.brain.think_and_reply(final_msg, history=history)
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ai_elapsed = time.time() - ai_start
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total_elapsed = time.time() - process_start
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logger.info(f"[计时] user={user_id} AI思考: {ai_elapsed:.1f}s | 总耗时: {total_elapsed:.1f}s")
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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.reply_content = self._sanitize_outbound_text(std_res.reply_content)
|
||
meta = dict(std_res.metadata or {})
|
||
meta.update({"acc_id": acc_id, "acc_type": acc_type})
|
||
std_res.metadata = meta
|
||
|
||
# 转接场景：先发一句安抚话，再发转接指令
|
||
if "[转移会话]" in std_res.reply_content:
|
||
greet = StandardResponse(
|
||
reply_content="收到，我叫设计师来看下哈",
|
||
metadata={"acc_id": acc_id, "acc_type": acc_type}
|
||
)
|
||
await self.qianniu_adapter.translate_outbound(greet, user_id)
|
||
await repo.save_chat(
|
||
platform,
|
||
user_id,
|
||
greet.reply_content,
|
||
"out",
|
||
acc_id=acc_id,
|
||
msg_type=greet.msg_type,
|
||
)
|
||
await asyncio.sleep(0.5)
|
||
|
||
await self.qianniu_adapter.translate_outbound(std_res, user_id)
|
||
await repo.save_chat(
|
||
platform,
|
||
user_id,
|
||
std_res.reply_content,
|
||
"out",
|
||
acc_id=acc_id,
|
||
msg_type=std_res.msg_type,
|
||
)
|
||
|
||
if std_res.metadata.get("pending_transfer"):
|
||
reason = str(std_res.metadata.get("pending_transfer_reason") or "").strip()
|
||
if reason:
|
||
pending_id = await asyncio.to_thread(
|
||
enqueue_pending_transfer,
|
||
customer_id=user_id,
|
||
acc_id=acc_id,
|
||
acc_type=acc_type,
|
||
platform=platform,
|
||
reason=reason,
|
||
)
|
||
logger.info(
|
||
f"[Orchestrator] 已加入待转接池: pending_id={pending_id} user={user_id} acc={acc_id}"
|
||
)
|
||
|
||
if "[转移会话]" in std_res.reply_content:
|
||
self._last_transfer_time[session_key] = time.time()
|
||
|
||
except asyncio.CancelledError: pass
|
||
except Exception as e: logger.exception(f"[Orchestrator] 处理失败: {e}")
|
||
|
||
async def handle_outbound_event(self, user_id: str, platform: str, response: StandardResponse):
|
||
if platform == "qianniu":
|
||
if response and response.msg_type == 0:
|
||
response.reply_content = self._sanitize_outbound_text(response.reply_content)
|
||
await self.qianniu_adapter.translate_outbound(response, user_id)
|
||
|
||
async def _process_pending_transfers_loop(self):
|
||
while True:
|
||
try:
|
||
if not self.ws_client or not getattr(self.ws_client, "websocket", None):
|
||
await asyncio.sleep(PENDING_TRANSFER_POLL_SECONDS)
|
||
continue
|
||
|
||
rows = await asyncio.to_thread(claim_due_pending_transfers, 10)
|
||
if not rows:
|
||
await asyncio.sleep(PENDING_TRANSFER_POLL_SECONDS)
|
||
continue
|
||
|
||
for row in rows:
|
||
row_id = int(row["id"])
|
||
customer_id = str(row.get("customer_id") or "")
|
||
acc_id = str(row.get("acc_id") or "")
|
||
acc_type = str(row.get("acc_type") or "AliWorkbench")
|
||
reason = str(row.get("reason") or "").strip()
|
||
|
||
try:
|
||
designer_name = await dispatch_service.assign_designer(user_id=customer_id)
|
||
if not designer_name:
|
||
await asyncio.to_thread(
|
||
retry_pending_transfer,
|
||
row_id,
|
||
PENDING_TRANSFER_RETRY_SECONDS,
|
||
"designer_unavailable",
|
||
)
|
||
continue
|
||
|
||
notify = StandardResponse(
|
||
reply_content="设计师上线了，我给您转过去哈",
|
||
metadata={"acc_id": acc_id, "acc_type": acc_type},
|
||
)
|
||
transfer = StandardResponse(
|
||
reply_content=f"正在为您转接|[转移会话],{designer_name},无原因",
|
||
need_transfer=True,
|
||
metadata={"acc_id": acc_id, "acc_type": acc_type},
|
||
)
|
||
|
||
await self.qianniu_adapter.translate_outbound(notify, customer_id)
|
||
await repo.save_chat(
|
||
"qianniu",
|
||
customer_id,
|
||
notify.reply_content,
|
||
"out",
|
||
acc_id=acc_id,
|
||
msg_type=notify.msg_type,
|
||
)
|
||
await asyncio.sleep(0.5)
|
||
await self.qianniu_adapter.translate_outbound(transfer, customer_id)
|
||
await repo.save_chat(
|
||
"qianniu",
|
||
customer_id,
|
||
transfer.reply_content,
|
||
"out",
|
||
acc_id=acc_id,
|
||
msg_type=transfer.msg_type,
|
||
)
|
||
|
||
self._last_transfer_time[f"{customer_id}@{acc_id}"] = time.time()
|
||
await asyncio.to_thread(complete_pending_transfer, row_id)
|
||
logger.info(
|
||
f"[Orchestrator] 待转接自动完成: pending_id={row_id} user={customer_id} designer={designer_name} reason={reason}"
|
||
)
|
||
except Exception as e:
|
||
logger.warning(f"[Orchestrator] 待转接处理失败 pending_id={row_id}: {e}")
|
||
await asyncio.to_thread(
|
||
retry_pending_transfer,
|
||
row_id,
|
||
PENDING_TRANSFER_RETRY_SECONDS,
|
||
str(e),
|
||
)
|
||
except asyncio.CancelledError:
|
||
break
|
||
except Exception as e:
|
||
logger.warning(f"[Orchestrator] 待转接轮询异常: {e}")
|
||
await asyncio.sleep(PENDING_TRANSFER_RETRY_SECONDS)
|
||
|
||
# 全局单例
|
||
orchestrator: Optional[SystemOrchestrator] = None
|
||
def init_orchestrator(ws_client):
|
||
global orchestrator
|
||
orchestrator = SystemOrchestrator(ws_client)
|
||
return orchestrator
|