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

internal/ai/runtime/graphs/triage_service_request_graph.go

@@ -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
+}

internal/ai/runtime/graphs/triage_service_request_graph_test.go

@@ -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)
+	}
+}

internal/ai/runtime/internal/impl/factory/agent_factory.go

@@ -113,6 +113,9 @@ func (f *AgentFactory) BuildCustomerServiceAgent(ctx context.Context, input Buil
 			case toolx.BuiltinToolSearchToolCode:
 				serverCode = toolx.BuiltinToolCatalogServerCode
 				toolName = toolx.BuiltinToolSearchToolName
+			case toolx.GraphTriageServiceRequestToolCode:
+				serverCode = toolx.GraphToolCatalogServerCode
+				toolName = toolx.GraphTriageServiceRequestToolName
 			case toolx.GraphAnalyzeConversationToolCode:
 				serverCode = toolx.GraphToolCatalogServerCode
 				toolName = toolx.GraphAnalyzeConversationToolName
@@ -217,6 +220,16 @@ func assembleAgentInstruction(aiAgent *models.AIAgent, selectedSkill *models.Ski
 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。
 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。
 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。
+`))
+	}
+	if hasToolCode(extraToolCodes, toolx.GraphTriageServiceRequestToolCode) {
+		appendixParts = append(appendixParts, strings.TrimSpace(`
+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：
+1. 该工具会综合当前对话输出 recommendedAction，并在需要建单时附带 ticketDraft。
+2. 如果 recommendedAction=continue_answering，则优先继续澄清或解答，不要直接升级。
+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。
+4. 如果 recommendedAction=handoff_to_human，则确认理由充分后再调用 handoff_to_human。
+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。
 `))
 	}
 	if hasToolCode(extraToolCodes, toolx.GraphPrepareTicketDraftToolCode) {

internal/ai/runtime/registry/registry.go

@@ -59,6 +59,14 @@ func isAllowedToolCode(toolCode string, allowedToolCodes map[string]struct{}) bo
 	if isAlwaysAllowedToolCode(toolCode) {
 		return true
 	}
+	if strings.TrimSpace(toolCode) == toolx.GraphTriageServiceRequestToolCode {
+		if _, ok := allowedToolCodes[toolx.GraphCreateTicketConfirmToolCode]; ok {
+			return true
+		}
+		if _, ok := allowedToolCodes[toolx.GraphHandoffConversationToolCode]; ok {
+			return true
+		}
+	}
 	if strings.TrimSpace(toolCode) == toolx.GraphAnalyzeConversationToolCode {
 		if _, ok := allowedToolCodes[toolx.GraphCreateTicketConfirmToolCode]; ok {
 			return true

internal/ai/runtime/service.go

@@ -19,6 +19,7 @@ func newService() *service {
 	return &service{
 		runtime: engine.NewService(),
 		registry: registry.NewRegistry(
+			tools.NewTriageServiceRequestTool(),
 			tools.NewAnalyzeConversationTool(),
 			tools.NewPrepareTicketDraftTool(),
 			tools.NewCreateTicketGraphTool(),

internal/ai/runtime/tools/triage_service_request_tool.go

@@ -0,0 +1,107 @@
+package tools
+
+import (
+	"context"
+	"fmt"
+
+	"cs-agent/internal/ai/runtime/graphs"
+	"cs-agent/internal/ai/runtime/registry"
+	"cs-agent/internal/models"
+	"cs-agent/internal/pkg/toolx"
+
+	einotool "github.com/cloudwego/eino/components/tool"
+	"github.com/cloudwego/eino/schema"
+	einojsonschema "github.com/eino-contrib/jsonschema"
+	orderedmap "github.com/wk8/go-ordered-map/v2"
+)
+
+const (
+	TriageServiceRequestToolCode = toolx.GraphTriageServiceRequestToolCode
+	TriageServiceRequestToolName = toolx.GraphTriageServiceRequestToolName
+)
+
+type TriageServiceRequestTool struct {
+	conversation *models.Conversation
+}
+
+func NewTriageServiceRequestTool() *TriageServiceRequestTool {
+	return &TriageServiceRequestTool{}
+}
+
+func (t *TriageServiceRequestTool) Name() string {
+	return TriageServiceRequestToolName
+}
+
+func (t *TriageServiceRequestTool) Code() string {
+	return TriageServiceRequestToolCode
+}
+
+func (t *TriageServiceRequestTool) Enabled(ctx registry.Context) bool {
+	return ctx.Conversation != nil
+}
+
+func (t *TriageServiceRequestTool) Build(ctx registry.Context) (einotool.BaseTool, error) {
+	if !t.Enabled(ctx) {
+		return nil, nil
+	}
+	return &TriageServiceRequestTool{conversation: ctx.Conversation}, nil
+}
+
+func (t *TriageServiceRequestTool) Info(ctx context.Context) (*schema.ToolInfo, error) {
+	return &schema.ToolInfo{
+		Name: TriageServiceRequestToolName,
+		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。",
+		ParamsOneOf: schema.NewParamsOneOfByJSONSchema(&einojsonschema.Schema{
+			Version: einojsonschema.Version,
+			Type:    "object",
+			Properties: orderedmap.New[string, *einojsonschema.Schema](orderedmap.WithInitialData(
+				orderedmap.Pair[string, *einojsonschema.Schema]{
+					Key: "goal",
+					Value: &einojsonschema.Schema{
+						Type:        "string",
+						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。",
+					},
+				},
+				orderedmap.Pair[string, *einojsonschema.Schema]{
+					Key: "observedIssue",
+					Value: &einojsonschema.Schema{
+						Type:        "string",
+						Description: "当前观察到的主要问题或争议点。",
+					},
+				},
+				orderedmap.Pair[string, *einojsonschema.Schema]{
+					Key: "needTicket",
+					Value: &einojsonschema.Schema{
+						Type:        "boolean",
+						Description: "是否重点评估建单必要性。",
+					},
+				},
+				orderedmap.Pair[string, *einojsonschema.Schema]{
+					Key: "needHumanHandoff",
+					Value: &einojsonschema.Schema{
+						Type:        "boolean",
+						Description: "是否重点评估转人工必要性。",
+					},
+				},
+				orderedmap.Pair[string, *einojsonschema.Schema]{
+					Key: "additionalContext",
+					Value: &einojsonschema.Schema{
+						Type:        "string",
+						Description: "补充上下文，例如你已发现的风险点或限制条件。",
+					},
+				},
+			)),
+		}),
+		Extra: map[string]any{
+			"toolCode":   TriageServiceRequestToolCode,
+			"sourceType": "graph",
+		},
+	}, nil
+}
+
+func (t *TriageServiceRequestTool) InvokableRun(ctx context.Context, argumentsInJSON string, opts ...einotool.Option) (string, error) {
+	if t == nil || t.conversation == nil {
+		return "", fmt.Errorf("triage service request tool not initialized")
+	}
+	return graphs.NewTriageServiceRequestGraph(t.conversation).Run(ctx, argumentsInJSON)
+}

internal/pkg/toolx/builtin_tools.go

@@ -11,6 +11,10 @@ const (
 	BuiltinSkillToolTitle                     = "加载专项技能说明"
 	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。"
 	GraphToolCatalogServerCode                = "graph"
+	GraphTriageServiceRequestToolCode         = "graph/triage_service_request"
+	GraphTriageServiceRequestToolName         = "triage_service_request"
+	GraphTriageServiceRequestToolTitle        = "升级分流判断"
+	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。"
 	GraphAnalyzeConversationToolCode          = "graph/analyze_conversation"
 	GraphAnalyzeConversationToolName          = "analyze_conversation"
 	GraphAnalyzeConversationToolTitle         = "分析对话风险与摘要"