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修复(AI客服): 退款操作统一转人工处理

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隐藏并拦截退款类业务动作，兼容旧确认流程，确保所有客户类型的退款请求进入人工支持，并补充回归测试。
This commit is contained in:
t
2026-09-11 16:50:32 +08:00
parent 2994cd5b2c
commit 71c42b98e9
7 changed files with 139 additions and 6 deletions
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internal/services/business_action_tool_service.go
+20 -2
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@@ -13,6 +13,15 @@ import (
var BusinessActionToolService = &businessActionToolService{}
const RefundHumanSupportMessage = "退款需要由人工客服核实并处理，AI 无法代您申请或办理退款。请回复“人工客服”联系人工处理。"
// BusinessActionRequiresHuman also covers the legacy mall application tool,
// whose refund_only and return_refund actions do not mention refund in its code.
func BusinessActionRequiresHuman(code string) bool {
code = strings.ToLower(strings.TrimSpace(code))
return code == "business/mall_apply_after_sale" || strings.Contains(code, "refund")
}
type businessActionToolService struct {
mu sync.RWMutex
tools map[string]contract.BusinessActionTool
@@ -55,7 +64,7 @@ func (s *businessActionToolService) ListForCustomerType(customerType string) []c
defer s.mu.RUnlock()
ret := make([]contract.BusinessActionTool, 0, len(s.tools))
for _, tool := range s.tools {
if businessActionToolSupportsCustomerType(tool, customerType) {
if !BusinessActionRequiresHuman(tool.Code) && businessActionToolSupportsCustomerType(tool, customerType) {
ret = append(ret, tool)
}
}
@@ -67,7 +76,7 @@ func (s *businessActionToolService) ResolveForCustomerType(code, customerType st
s.mu.RLock()
defer s.mu.RUnlock()
tool, ok := s.tools[strings.TrimSpace(code)]
if !ok || !businessActionToolSupportsCustomerType(tool, customerType) {
if !ok || BusinessActionRequiresHuman(tool.Code) || !businessActionToolSupportsCustomerType(tool, customerType) {
return contract.BusinessActionTool{}, false
}
return tool, true
@@ -77,14 +86,23 @@ func (s *businessActionToolService) Resolve(code string) (contract.BusinessActio
s.mu.RLock()
defer s.mu.RUnlock()
tool, ok := s.tools[strings.TrimSpace(code)]
if ok && BusinessActionRequiresHuman(tool.Code) {
return contract.BusinessActionTool{}, false
}
return tool, ok
}
func (s *businessActionToolService) Preview(ctx context.Context, tool contract.BusinessActionTool, businessContext contract.BusinessReadContext, arguments map[string]any) (string, error) {
if BusinessActionRequiresHuman(tool.Code) {
return "", contract.NewBusinessActionError(RefundHumanSupportMessage, nil)
}
return tool.Preview(ctx, businessContext, arguments)
}
func (s *businessActionToolService) Execute(ctx context.Context, conversationID, aiAgentID int64, idempotencyKey string, tool contract.BusinessActionTool, businessContext contract.BusinessReadContext, arguments map[string]any) (*contract.BusinessActionResult, bool, error) {
if BusinessActionRequiresHuman(tool.Code) {
return nil, false, contract.NewBusinessActionError(RefundHumanSupportMessage, nil)
}
businessContext.CheckPointID = strings.TrimSpace(idempotencyKey)
if tool.AuthorizeConfirmation != nil {
if err := tool.AuthorizeConfirmation(ctx, businessContext, arguments, businessContext.CheckPointID); err != nil {