feat: add TriageServiceRequest tool and related graph for analyzing service requests and drafting tickets

2026-04-12 13:39:16 +08:00
parent e42c77c8ae
commit 89227c02c4
7 changed files with 263 additions and 0 deletions
@@ -0,0 +1,83 @@
+package graphs
+
+import (
+	"context"
+	"encoding/json"
+	"fmt"
+	"strings"
+
+	"cs-agent/internal/models"
+	"cs-agent/internal/services"
+)
+
+type TriageServiceRequestInput struct {
+	Goal              string `json:"goal"`
+	ObservedIssue     string `json:"observedIssue"`
+	NeedTicket        bool   `json:"needTicket"`
+	NeedHumanHandoff  bool   `json:"needHumanHandoff"`
+	AdditionalContext string `json:"additionalContext"`
+}
+
+type TriageServiceRequestResult struct {
+	Analysis          AnalyzeConversationResult `json:"analysis"`
+	TicketDraft       *PrepareTicketDraftResult `json:"ticketDraft,omitempty"`
+	RecommendedAction string                    `json:"recommendedAction"`
+	Ready             bool                      `json:"ready"`
+}
+
+type TriageServiceRequestGraph struct {
+	conversation *models.Conversation
+}
+
+func NewTriageServiceRequestGraph(conversation *models.Conversation) *TriageServiceRequestGraph {
+	return &TriageServiceRequestGraph{conversation: conversation}
+}
+
+func (g *TriageServiceRequestGraph) Run(_ context.Context, argumentsInJSON string) (string, error) {
+	if g == nil || g.conversation == nil {
+		return "", fmt.Errorf("triage service request graph not initialized")
+	}
+	input, err := g.parseInput(argumentsInJSON)
+	if err != nil {
+		return "", err
+	}
+	messages, _, _ := services.MessageService.FindByConversationIDCursor(g.conversation.ID, 0, 8, "", "")
+	analysis := buildAnalyzeConversationResult(g.conversation, messages, AnalyzeConversationInput{
+		Goal:              input.Goal,
+		ObservedIssue:     input.ObservedIssue,
+		NeedTicket:        input.NeedTicket,
+		NeedHumanHandoff:  input.NeedHumanHandoff,
+		AdditionalContext: input.AdditionalContext,
+	})
+	result := TriageServiceRequestResult{
+		Analysis:          analysis,
+		RecommendedAction: analysis.RecommendedNextAction,
+		Ready:             analysis.RecommendedNextAction == "continue_answering" || analysis.RecommendedNextAction == "handoff_to_human",
+	}
+	if analysis.RecommendedNextAction == "prepare_ticket" {
+		draft := buildPrepareTicketDraftResult(g.conversation, messages, PrepareTicketDraftInput{
+			Issue: input.ObservedIssue,
+		})
+		result.TicketDraft = &draft
+		result.Ready = draft.Ready
+	}
+	buf, err := json.Marshal(result)
+	if err != nil {
+		return "", err
+	}
+	return string(buf), nil
+}
+
+func (g *TriageServiceRequestGraph) parseInput(argumentsInJSON string) (TriageServiceRequestInput, error) {
+	var input TriageServiceRequestInput
+	if strings.TrimSpace(argumentsInJSON) == "" {
+		return input, nil
+	}
+	if err := json.Unmarshal([]byte(argumentsInJSON), &input); err != nil {
+		return input, fmt.Errorf("invalid triage service request arguments: %w", err)
+	}
+	input.Goal = strings.TrimSpace(input.Goal)
+	input.ObservedIssue = strings.TrimSpace(input.ObservedIssue)
+	input.AdditionalContext = strings.TrimSpace(input.AdditionalContext)
+	return input, nil
+}
@@ -0,0 +1,47 @@
+package graphs
+
+import (
+	"testing"
+
+	"cs-agent/internal/models"
+	"cs-agent/internal/pkg/enums"
+)
+
+func TestTriageServiceRequestResult_PrepareTicket(t *testing.T) {
+	conversation := &models.Conversation{
+		Subject:            "支付失败需要登记工单",
+		LastMessageSummary: "用户要求建单跟进支付失败问题",
+	}
+	messages := []models.Message{
+		{SenderType: enums.IMSenderTypeCustomer, Content: "帮我建个工单，支付一直失败"},
+	}
+
+	analysis := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
+		NeedTicket: true,
+	})
+	if analysis.RecommendedNextAction != "prepare_ticket" {
+		t.Fatalf("expected prepare_ticket, got %q", analysis.RecommendedNextAction)
+	}
+
+	draft := buildPrepareTicketDraftResult(conversation, messages, PrepareTicketDraftInput{})
+	if draft.Title == "" || draft.Description == "" {
+		t.Fatalf("expected draft to be populated, got %#v", draft)
+	}
+}
+
+func TestTriageServiceRequestResult_Handoff(t *testing.T) {
+	conversation := &models.Conversation{
+		Subject:            "投诉转人工",
+		LastMessageSummary: "用户要求人工处理扣费投诉",
+	}
+	messages := []models.Message{
+		{SenderType: enums.IMSenderTypeCustomer, Content: "我要投诉并转人工，你们重复扣费了"},
+	}
+
+	analysis := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
+		NeedHumanHandoff: true,
+	})
+	if analysis.RecommendedNextAction != "handoff_to_human" {
+		t.Fatalf("expected handoff_to_human, got %q", analysis.RecommendedNextAction)
+	}
+}