feat: add TriageServiceRequest tool and related graph for analyzing service requests and drafting tickets
This commit is contained in:
mlogclub
@@ -0,0 +1,83 @@
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package graphs
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import (
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"context"
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"encoding/json"
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"fmt"
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"strings"
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"cs-agent/internal/models"
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"cs-agent/internal/services"
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)
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type TriageServiceRequestInput struct {
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Goal string `json:"goal"`
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ObservedIssue string `json:"observedIssue"`
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NeedTicket bool `json:"needTicket"`
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NeedHumanHandoff bool `json:"needHumanHandoff"`
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AdditionalContext string `json:"additionalContext"`
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}
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type TriageServiceRequestResult struct {
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Analysis AnalyzeConversationResult `json:"analysis"`
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TicketDraft *PrepareTicketDraftResult `json:"ticketDraft,omitempty"`
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RecommendedAction string `json:"recommendedAction"`
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Ready bool `json:"ready"`
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}
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type TriageServiceRequestGraph struct {
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conversation *models.Conversation
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}
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func NewTriageServiceRequestGraph(conversation *models.Conversation) *TriageServiceRequestGraph {
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return &TriageServiceRequestGraph{conversation: conversation}
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}
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func (g *TriageServiceRequestGraph) Run(_ context.Context, argumentsInJSON string) (string, error) {
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if g == nil || g.conversation == nil {
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return "", fmt.Errorf("triage service request graph not initialized")
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}
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input, err := g.parseInput(argumentsInJSON)
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if err != nil {
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return "", err
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}
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messages, _, _ := services.MessageService.FindByConversationIDCursor(g.conversation.ID, 0, 8, "", "")
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analysis := buildAnalyzeConversationResult(g.conversation, messages, AnalyzeConversationInput{
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Goal: input.Goal,
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ObservedIssue: input.ObservedIssue,
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NeedTicket: input.NeedTicket,
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NeedHumanHandoff: input.NeedHumanHandoff,
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AdditionalContext: input.AdditionalContext,
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})
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result := TriageServiceRequestResult{
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Analysis: analysis,
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RecommendedAction: analysis.RecommendedNextAction,
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Ready: analysis.RecommendedNextAction == "continue_answering" || analysis.RecommendedNextAction == "handoff_to_human",
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}
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if analysis.RecommendedNextAction == "prepare_ticket" {
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draft := buildPrepareTicketDraftResult(g.conversation, messages, PrepareTicketDraftInput{
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Issue: input.ObservedIssue,
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})
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result.TicketDraft = &draft
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result.Ready = draft.Ready
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}
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buf, err := json.Marshal(result)
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if err != nil {
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return "", err
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}
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return string(buf), nil
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}
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func (g *TriageServiceRequestGraph) parseInput(argumentsInJSON string) (TriageServiceRequestInput, error) {
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var input TriageServiceRequestInput
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if strings.TrimSpace(argumentsInJSON) == "" {
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return input, nil
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}
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if err := json.Unmarshal([]byte(argumentsInJSON), &input); err != nil {
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return input, fmt.Errorf("invalid triage service request arguments: %w", err)
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}
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input.Goal = strings.TrimSpace(input.Goal)
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input.ObservedIssue = strings.TrimSpace(input.ObservedIssue)
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input.AdditionalContext = strings.TrimSpace(input.AdditionalContext)
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return input, nil
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}
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@@ -0,0 +1,47 @@
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package graphs
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import (
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"testing"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/enums"
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)
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func TestTriageServiceRequestResult_PrepareTicket(t *testing.T) {
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conversation := &models.Conversation{
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Subject: "支付失败需要登记工单",
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LastMessageSummary: "用户要求建单跟进支付失败问题",
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}
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messages := []models.Message{
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{SenderType: enums.IMSenderTypeCustomer, Content: "帮我建个工单，支付一直失败"},
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}
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analysis := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
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NeedTicket: true,
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})
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if analysis.RecommendedNextAction != "prepare_ticket" {
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t.Fatalf("expected prepare_ticket, got %q", analysis.RecommendedNextAction)
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}
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draft := buildPrepareTicketDraftResult(conversation, messages, PrepareTicketDraftInput{})
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if draft.Title == "" || draft.Description == "" {
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t.Fatalf("expected draft to be populated, got %#v", draft)
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}
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}
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func TestTriageServiceRequestResult_Handoff(t *testing.T) {
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conversation := &models.Conversation{
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Subject: "投诉转人工",
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LastMessageSummary: "用户要求人工处理扣费投诉",
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}
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messages := []models.Message{
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{SenderType: enums.IMSenderTypeCustomer, Content: "我要投诉并转人工，你们重复扣费了"},
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}
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analysis := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
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NeedHumanHandoff: true,
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})
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if analysis.RecommendedNextAction != "handoff_to_human" {
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t.Fatalf("expected handoff_to_human, got %q", analysis.RecommendedNextAction)
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}
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}
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@@ -113,6 +113,9 @@ func (f *AgentFactory) BuildCustomerServiceAgent(ctx context.Context, input Buil
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case toolx.BuiltinToolSearchToolCode:
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serverCode = toolx.BuiltinToolCatalogServerCode
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toolName = toolx.BuiltinToolSearchToolName
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case toolx.GraphTriageServiceRequestToolCode:
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serverCode = toolx.GraphToolCatalogServerCode
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toolName = toolx.GraphTriageServiceRequestToolName
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case toolx.GraphAnalyzeConversationToolCode:
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serverCode = toolx.GraphToolCatalogServerCode
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toolName = toolx.GraphAnalyzeConversationToolName
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@@ -217,6 +220,16 @@ func assembleAgentInstruction(aiAgent *models.AIAgent, selectedSkill *models.Ski
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1. 先调用 tool_search 搜索需要的动态工具，再继续使用已选中的真实工具。
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2. 不要假设所有长尾工具一开始就可见；只有被 tool_search 选中的工具，后续模型调用才会暴露出来。
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3. 如果当前已有固定内置工具可以完成任务，优先使用固定工具，不要滥用 tool_search。
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`))
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}
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if hasToolCode(extraToolCodes, toolx.GraphTriageServiceRequestToolCode) {
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appendixParts = append(appendixParts, strings.TrimSpace(`
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当你需要判断“继续解答 / 建单 / 转人工”这类复杂升级路径时，优先先调用 triage_service_request 这个 Graph Tool，并遵守以下规则：
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1. 该工具会综合当前对话输出 recommendedAction，并在需要建单时附带 ticketDraft。
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2. 如果 recommendedAction=continue_answering，则优先继续澄清或解答，不要直接升级。
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3. 如果 recommendedAction=prepare_ticket，则优先使用 ticketDraft 或继续补充缺失字段，再调用 create_ticket_with_confirmation。
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4. 如果 recommendedAction=handoff_to_human，则确认理由充分后再调用 handoff_to_human。
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5. 当升级路径不明确时，优先使用该工具，而不是直接凭主 prompt 做复杂分流判断。
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`))
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}
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if hasToolCode(extraToolCodes, toolx.GraphPrepareTicketDraftToolCode) {
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@@ -59,6 +59,14 @@ func isAllowedToolCode(toolCode string, allowedToolCodes map[string]struct{}) bo
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if isAlwaysAllowedToolCode(toolCode) {
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return true
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}
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if strings.TrimSpace(toolCode) == toolx.GraphTriageServiceRequestToolCode {
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if _, ok := allowedToolCodes[toolx.GraphCreateTicketConfirmToolCode]; ok {
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return true
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}
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if _, ok := allowedToolCodes[toolx.GraphHandoffConversationToolCode]; ok {
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return true
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}
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}
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if strings.TrimSpace(toolCode) == toolx.GraphAnalyzeConversationToolCode {
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if _, ok := allowedToolCodes[toolx.GraphCreateTicketConfirmToolCode]; ok {
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return true
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@@ -19,6 +19,7 @@ func newService() *service {
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return &service{
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runtime: engine.NewService(),
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registry: registry.NewRegistry(
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tools.NewTriageServiceRequestTool(),
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tools.NewAnalyzeConversationTool(),
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tools.NewPrepareTicketDraftTool(),
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tools.NewCreateTicketGraphTool(),
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@@ -0,0 +1,107 @@
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package tools
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import (
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"context"
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"fmt"
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"cs-agent/internal/ai/runtime/graphs"
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"cs-agent/internal/ai/runtime/registry"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/toolx"
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einotool "github.com/cloudwego/eino/components/tool"
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"github.com/cloudwego/eino/schema"
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einojsonschema "github.com/eino-contrib/jsonschema"
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orderedmap "github.com/wk8/go-ordered-map/v2"
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)
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const (
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TriageServiceRequestToolCode = toolx.GraphTriageServiceRequestToolCode
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TriageServiceRequestToolName = toolx.GraphTriageServiceRequestToolName
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)
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type TriageServiceRequestTool struct {
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conversation *models.Conversation
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}
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func NewTriageServiceRequestTool() *TriageServiceRequestTool {
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return &TriageServiceRequestTool{}
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}
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func (t *TriageServiceRequestTool) Name() string {
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return TriageServiceRequestToolName
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}
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func (t *TriageServiceRequestTool) Code() string {
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return TriageServiceRequestToolCode
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}
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func (t *TriageServiceRequestTool) Enabled(ctx registry.Context) bool {
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return ctx.Conversation != nil
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}
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func (t *TriageServiceRequestTool) Build(ctx registry.Context) (einotool.BaseTool, error) {
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if !t.Enabled(ctx) {
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return nil, nil
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}
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return &TriageServiceRequestTool{conversation: ctx.Conversation}, nil
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}
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func (t *TriageServiceRequestTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
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return &schema.ToolInfo{
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Name: TriageServiceRequestToolName,
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Desc: "Graph Tool。用于综合分析当前对话，判断应该继续解答、整理工单草稿还是转人工；当判断为建单时，会一并返回结构化工单草稿建议。",
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ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
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Version: einojsonschema.Version,
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Type: "object",
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Properties: orderedmap.New[string, *einojsonschema.Schema](orderedmap.WithInitialData(
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orderedmap.Pair[string, *einojsonschema.Schema]{
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Key: "goal",
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Value: &einojsonschema.Schema{
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Type: "string",
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Description: "当前分析目标，例如判断是否需要升级、是否要建单或转人工。",
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},
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},
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orderedmap.Pair[string, *einojsonschema.Schema]{
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Key: "observedIssue",
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Value: &einojsonschema.Schema{
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Type: "string",
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Description: "当前观察到的主要问题或争议点。",
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},
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},
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orderedmap.Pair[string, *einojsonschema.Schema]{
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Key: "needTicket",
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Value: &einojsonschema.Schema{
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Type: "boolean",
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Description: "是否重点评估建单必要性。",
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},
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},
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orderedmap.Pair[string, *einojsonschema.Schema]{
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Key: "needHumanHandoff",
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Value: &einojsonschema.Schema{
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Type: "boolean",
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Description: "是否重点评估转人工必要性。",
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},
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},
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orderedmap.Pair[string, *einojsonschema.Schema]{
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Key: "additionalContext",
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Value: &einojsonschema.Schema{
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Type: "string",
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Description: "补充上下文，例如你已发现的风险点或限制条件。",
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},
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},
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)),
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}),
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Extra: map[string]any{
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"toolCode": TriageServiceRequestToolCode,
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"sourceType": "graph",
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},
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}, nil
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}
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func (t *TriageServiceRequestTool) InvokableRun(ctx context.Context, argumentsInJSON string, opts ...einotool.Option) (string, error) {
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if t == nil || t.conversation == nil {
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return "", fmt.Errorf("triage service request tool not initialized")
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}
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return graphs.NewTriageServiceRequestGraph(t.conversation).Run(ctx, argumentsInJSON)
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}
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@@ -11,6 +11,10 @@ const (
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BuiltinSkillToolTitle = "加载专项技能说明"
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BuiltinSkillToolDescription = "用于加载当前命中的专项技能说明文档。仅在本轮已命中 Skill 时可用，适合将专项处理规则按需注入上下文。"
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GraphToolCatalogServerCode = "graph"
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GraphTriageServiceRequestToolCode = "graph/triage_service_request"
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GraphTriageServiceRequestToolName = "triage_service_request"
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GraphTriageServiceRequestToolTitle = "升级分流判断"
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GraphTriageServiceRequestToolDescription = "Graph Tool。用于综合分析当前对话，判断应继续解答、整理工单草稿还是转人工，并在需要建单时一并整理工单草稿。"
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GraphAnalyzeConversationToolCode = "graph/analyze_conversation"
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GraphAnalyzeConversationToolName = "analyze_conversation"
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GraphAnalyzeConversationToolTitle = "分析对话风险与摘要"
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