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feat: add fallback mode for AI agents and update knowledge base handling

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- Introduced AIAgentFallbackMode with options for NoAnswer and SuggestRetry.
- Updated AI agent edit component to include fallback mode selection.
- Modified API types and payloads to accommodate fallback mode.
- Removed deprecated KnowledgeFallbackMode and related logic from knowledge base.
- Adjusted knowledge retrieval and response handling to utilize new fallback logic.
- Updated tests to reflect changes in fallback mode handling for AI agents.
This commit is contained in:
mlogclub
2026-04-18 13:36:44 +08:00
parent d9c4b669b2
commit c84870b968
25 changed files with 497 additions and 139 deletions
Download Patch File Download Diff File Expand all files Collapse all files
internal/ai/rag/answer.go
+3 -13
View File
@@ -112,15 +112,7 @@ func (s *answer) DebugAnswer(ctx context.Context, req request.KnowledgeAnswerReq
}
}
fallbackMode := enums.KnowledgeFallbackMode(req.FallbackMode)
if fallbackMode == 0 {
if knowledgeBase != nil {
fallbackMode = enums.KnowledgeFallbackMode(knowledgeBase.FallbackMode)
}
if fallbackMode == 0 {
fallbackMode = enums.KnowledgeFallbackModeNoAnswer
}
}
fallbackMode := enums.AIAgentFallbackModeNoAnswer
answerStatus := enums.KnowledgeAnswerStatusNormal
answer := ""
@@ -391,12 +383,10 @@ func buildAnswerSystemPrompt(answerMode enums.KnowledgeAnswerMode) string {
return "你是严格的客服知识库助手。只能依据提供的知识片段回答；如果资料不足，请明确说明知识库暂无明确信息。"
}
func buildFallbackAnswer(fallbackMode enums.KnowledgeFallbackMode) string {
func buildFallbackAnswer(fallbackMode enums.AIAgentFallbackMode) string {
switch fallbackMode {
case enums.KnowledgeFallbackModeSuggestRetry:
case enums.AIAgentFallbackModeSuggestRetry:
return "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。"
case enums.KnowledgeFallbackModeTransferHuman:
return "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。"
default:
return "当前知识库暂无明确信息。"
}
internal/ai/rag/answer_test.go
+3 -8
View File
@@ -11,24 +11,19 @@ import (
func TestBuildFallbackAnswer(t *testing.T) {
tests := []struct {
name string
mode enums.KnowledgeFallbackMode
mode enums.AIAgentFallbackMode
expected string
}{
{
name: "no answer",
mode: enums.KnowledgeFallbackModeNoAnswer,
mode: enums.AIAgentFallbackModeNoAnswer,
expected: "当前知识库暂无明确信息。",
},
{
name: "suggest retry",
mode: enums.KnowledgeFallbackModeSuggestRetry,
mode: enums.AIAgentFallbackModeSuggestRetry,
expected: "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。",
},
{
name: "transfer human",
mode: enums.KnowledgeFallbackModeTransferHuman,
expected: "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。",
},
}
for _, tt := range tests {
internal/ai/runtime/executor/knowledge_guard.go
+4 -6
View File
@@ -19,7 +19,7 @@ func buildKnowledgeGuardDecision(aiAgent models.AIAgent, retrieveResult *retriev
if retrieveResult == nil || len(retrieveResult.KnowledgeBaseIDs) == 0 {
return knowledgeGuardDecision{}
}
fallbackReply := resolveKnowledgeFallbackReply(aiAgent, retrieveResult.FallbackMode)
fallbackReply := resolveKnowledgeFallbackReply(aiAgent)
if len(retrieveResult.Hits) == 0 {
return knowledgeGuardDecision{FallbackReply: fallbackReply}
}
@@ -32,15 +32,13 @@ func buildKnowledgeGuardDecision(aiAgent models.AIAgent, retrieveResult *retriev
}
}
func resolveKnowledgeFallbackReply(aiAgent models.AIAgent, fallbackMode enums.KnowledgeFallbackMode) string {
func resolveKnowledgeFallbackReply(aiAgent models.AIAgent) string {
if reply := strings.TrimSpace(aiAgent.FallbackMessage); reply != "" {
return reply
}
switch fallbackMode {
case enums.KnowledgeFallbackModeSuggestRetry:
switch aiAgent.FallbackMode {
case enums.AIAgentFallbackModeSuggestRetry:
return "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。"
case enums.KnowledgeFallbackModeTransferHuman:
return "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。"
default:
return "当前知识库暂无明确信息。"
}
internal/ai/runtime/executor/knowledge_guard_test.go
+5 -5
View File
@@ -12,9 +12,9 @@ import (
func TestBuildKnowledgeGuardDecisionFallsBackWhenKnowledgeMisses(t *testing.T) {
agent := newKnowledgeGuardAgentFixture()
agent.FallbackMode = enums.AIAgentFallbackModeSuggestRetry
decision := buildKnowledgeGuardDecision(agent, &retrievers.KnowledgeRetrieveResult{
KnowledgeBaseIDs: []int64{1},
FallbackMode: enums.KnowledgeFallbackModeSuggestRetry,
})
if decision.FallbackReply != "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。" {
@@ -30,7 +30,6 @@ func TestBuildKnowledgeGuardDecisionUsesAgentFallbackMessage(t *testing.T) {
agent.FallbackMessage = "请联系人工客服"
decision := buildKnowledgeGuardDecision(agent, &retrievers.KnowledgeRetrieveResult{
KnowledgeBaseIDs: []int64{1},
FallbackMode: enums.KnowledgeFallbackModeNoAnswer,
})
if decision.FallbackReply != "请联系人工客服" {
@@ -45,8 +44,7 @@ func TestBuildKnowledgeGuardDecisionInjectsStrictInstructionOnHit(t *testing.T)
Hits: []rag.RetrieveResult{
{KnowledgeBaseID: 1, Score: 0.88},
},
AnswerMode: enums.KnowledgeAnswerModeStrict,
FallbackMode: enums.KnowledgeFallbackModeNoAnswer,
AnswerMode: enums.KnowledgeAnswerModeStrict,
})
if decision.FallbackReply != "" {
@@ -65,5 +63,7 @@ func TestBuildKnowledgeGuardDecisionInjectsStrictInstructionOnHit(t *testing.T)
}
func newKnowledgeGuardAgentFixture() models.AIAgent {
return models.AIAgent{}
return models.AIAgent{
FallbackMode: enums.AIAgentFallbackModeNoAnswer,
}
}
internal/ai/runtime/internal/impl/retrievers/knowledge_retriever.go
+8 -13
View File
@@ -46,7 +46,6 @@ type KnowledgeRetrieveResult struct {
ContextText string
TopScore float64
AnswerMode enums.KnowledgeAnswerMode
FallbackMode enums.KnowledgeFallbackMode
Trace *rag.RetrieveTrace
TraceItems []callbacks.RetrieverTraceItem
TraceSummary callbacks.RetrieverTraceSummary
@@ -127,7 +126,7 @@ func (r *KnowledgeRetriever) RetrieveContextByOptions(ctx context.Context, opts
ret.ContextResults = limitContextResults(ret.ContextResults, maxContextItems)
ret.ContextText = strings.TrimSpace(buildContextText(ret.ContextResults))
ret.TopScore = resolveTopScore(results)
ret.AnswerMode, ret.FallbackMode = resolveRuntimeAnswerSettings(knowledgeBaseIDs, results)
ret.AnswerMode = resolveRuntimeAnswerMode(knowledgeBaseIDs, results)
ret.TraceItems = buildRetrieverTraceItems(queryPreview, results, trace)
ret.TraceSummary = buildRetrieverTraceSummary(ret.Options, ret.Policies, ret.ContextResults, results, trace)
return ret, nil
@@ -188,34 +187,30 @@ func (r *KnowledgeRetriever) resolvePolicies(knowledgeBaseIDs []int64, opts Know
return ret
}
func resolveRuntimeAnswerSettings(knowledgeBaseIDs []int64, results []rag.RetrieveResult) (enums.KnowledgeAnswerMode, enums.KnowledgeFallbackMode) {
func resolveRuntimeAnswerMode(knowledgeBaseIDs []int64, results []rag.RetrieveResult) enums.KnowledgeAnswerMode {
knowledgeBases := loadRuntimeKnowledgeBases(knowledgeBaseIDs)
if len(knowledgeBases) == 0 {
return enums.KnowledgeAnswerModeStrict, enums.KnowledgeFallbackModeNoAnswer
return enums.KnowledgeAnswerModeStrict
}
if len(results) > 0 {
if knowledgeBase, ok := knowledgeBases[results[0].KnowledgeBaseID]; ok {
return normalizeRuntimeAnswerSettings(knowledgeBase)
return normalizeRuntimeAnswerMode(knowledgeBase)
}
}
for _, knowledgeBaseID := range knowledgeBaseIDs {
if knowledgeBase, ok := knowledgeBases[knowledgeBaseID]; ok {
return normalizeRuntimeAnswerSettings(knowledgeBase)
return normalizeRuntimeAnswerMode(knowledgeBase)
}
}
return enums.KnowledgeAnswerModeStrict, enums.KnowledgeFallbackModeNoAnswer
return enums.KnowledgeAnswerModeStrict
}
func normalizeRuntimeAnswerSettings(knowledgeBase models.KnowledgeBase) (enums.KnowledgeAnswerMode, enums.KnowledgeFallbackMode) {
func normalizeRuntimeAnswerMode(knowledgeBase models.KnowledgeBase) enums.KnowledgeAnswerMode {
answerMode := enums.KnowledgeAnswerMode(knowledgeBase.AnswerMode)
if answerMode == 0 {
answerMode = enums.KnowledgeAnswerModeStrict
}
fallbackMode := enums.KnowledgeFallbackMode(knowledgeBase.FallbackMode)
if fallbackMode == 0 {
fallbackMode = enums.KnowledgeFallbackModeNoAnswer
}
return answerMode, fallbackMode
return answerMode
}
func loadRuntimeKnowledgeBases(ids []int64) map[int64]models.KnowledgeBase {
internal/builders/knowledge_builder.go
-2
View File
@@ -25,8 +25,6 @@ func BuildKnowledgeBase(item *models.KnowledgeBase) response.KnowledgeBaseRespon
ChunkOverlapTokens: item.ChunkOverlapTokens,
AnswerMode: item.AnswerMode,
AnswerModeName: enums.GetKnowledgeAnswerModeLabel(enums.KnowledgeAnswerMode(item.AnswerMode)),
FallbackMode: item.FallbackMode,
FallbackModeName: enums.GetKnowledgeFallbackModeLabel(enums.KnowledgeFallbackMode(item.FallbackMode)),
Remark: item.Remark,
CreatedAt: item.CreatedAt,
UpdatedAt: item.UpdatedAt,
internal/controllers/dashboard/ai_agent_controller.go
+2
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@@ -124,6 +124,8 @@ func buildAIAgentResponse(item *models.AIAgent) response.AIAgentResponse {
ReplyTimeoutSeconds: item.ReplyTimeoutSeconds,
HandoffMode: item.HandoffMode,
HandoffModeName: enums.GetAIAgentHandoffModeLabel(item.HandoffMode),
FallbackMode: item.FallbackMode,
FallbackModeName: enums.GetAIAgentFallbackModeLabel(item.FallbackMode),
FallbackMessage: item.FallbackMessage,
KnowledgeIDs: utils.SplitInt64s(item.KnowledgeIDs),
SkillIDs: utils.SplitInt64s(item.SkillIDs),
internal/models/models.go
+1 -1
View File
@@ -509,6 +509,7 @@ type AIAgent struct {
ReplyTimeoutSeconds int `gorm:"type:int;not null;default:180"` // ReplyTimeoutSeconds 为异步自动回复超时秒数。
TeamIDs string `gorm:"type:varchar(500);not null;default:''"` // TeamIDs 为转人工时可路由的客服组ID列表，多个之间使用逗号分隔。
HandoffMode enums.AIAgentHandoffMode `gorm:"type:int;not null;default:1"` // HandoffMode 为转人工模式，如进入待接入池、进入默认客服组待接入池。
FallbackMode enums.AIAgentFallbackMode `gorm:"type:int;not null;default:1"` // FallbackMode 为知识库未命中时的兜底策略。
FallbackMessage string `gorm:"type:text"` // FallbackMessage 为兜底回复文案。
KnowledgeIDs string `gorm:"type:varchar(500);not null;default:''"` // KnowledgeIDs 为绑定的知识库ID列表，按顺序表示优先级。
SkillIDs string `gorm:"type:varchar(500);not null;default:''"` // SkillIDs 为绑定的技能ID列表，按顺序表示允许路由的范围。
@@ -775,7 +776,6 @@ type KnowledgeBase struct {
ChunkMaxTokens int `gorm:"type:int;not null;default:400"` // ChunkMaxTokens 为单 chunk 最大 token 数。
ChunkOverlapTokens int `gorm:"type:int;not null;default:40"` // ChunkOverlapTokens 为相邻 chunk 重叠 token 数。
AnswerMode int `gorm:"type:int;not null;default:1"` // AnswerMode 为回答模式：1严格知识库模式 2辅助解释模式。
FallbackMode int `gorm:"type:int;not null;default:1"` // FallbackMode 为兜底模式：1声明无答案 2引导换问法 3转人工。
SortNo int `gorm:"type:int;not null;default:0;index"` // SortNo 为排序号，用于后台展示和知识库的人工排序管理。
Remark string `gorm:"type:text"` // Remark 为备注。
AuditFields
internal/pkg/dto/request/ai_request.go
+1
View File
@@ -52,6 +52,7 @@ type CreateAIAgentRequest struct {
ReplyTimeoutSeconds int `json:"replyTimeoutSeconds"`
TeamIDs []int64 `json:"teamIds"`
HandoffMode enums.AIAgentHandoffMode `json:"handoffMode"`
FallbackMode enums.AIAgentFallbackMode `json:"fallbackMode"`
FallbackMessage string `json:"fallbackMessage"`
KnowledgeIDs []int64 `json:"knowledgeIds"`
SkillIDs []int64 `json:"skillIds"`
internal/pkg/dto/request/knowledge_request.go
-2
View File
@@ -14,7 +14,6 @@ type CreateKnowledgeBaseRequest struct {
ChunkMaxTokens int `json:"chunkMaxTokens"`
ChunkOverlapTokens int `json:"chunkOverlapTokens"`
AnswerMode int `json:"answerMode"`
FallbackMode int `json:"fallbackMode"`
Remark string `json:"remark"`
}
@@ -71,7 +70,6 @@ type KnowledgeAnswerRequest struct {
SessionID string `json:"sessionId"`
ConversationID int64 `json:"conversationId"`
AnswerMode int `json:"answerMode"`
FallbackMode int `json:"fallbackMode"`
}
type CreateKnowledgeFeedbackRequest struct {
internal/pkg/dto/response/ai_response.go
+2
View File
@@ -83,6 +83,8 @@ type AIAgentResponse struct {
Teams []AIAgentTeamResponse `json:"teams"`
HandoffMode enums.AIAgentHandoffMode `json:"handoffMode"`
HandoffModeName string `json:"handoffModeName"`
FallbackMode enums.AIAgentFallbackMode `json:"fallbackMode"`
FallbackModeName string `json:"fallbackModeName"`
FallbackMessage string `json:"fallbackMessage"`
KnowledgeIDs []int64 `json:"knowledgeIds"`
KnowledgeBaseNames []string `json:"knowledgeBaseNames"`
internal/pkg/dto/response/knowledge_response.go
-2
View File
@@ -22,8 +22,6 @@ type KnowledgeBaseResponse struct {
ChunkOverlapTokens int `json:"chunkOverlapTokens"`
AnswerMode int `json:"answerMode"`
AnswerModeName string `json:"answerModeName"`
FallbackMode int `json:"fallbackMode"`
FallbackModeName string `json:"fallbackModeName"`
DocumentCount int64 `json:"documentCount"`
FAQCount int64 `json:"faqCount"`
Remark string `json:"remark"`
internal/pkg/enums/im.go
+21
View File
@@ -215,6 +215,27 @@ func GetAIAgentHandoffModeLabel(mode AIAgentHandoffMode) string {
return aiAgentHandoffModeLabelMap[mode]
}
type AIAgentFallbackMode int
const (
AIAgentFallbackModeNoAnswer AIAgentFallbackMode = 1
AIAgentFallbackModeSuggestRetry AIAgentFallbackMode = 2
)
var AIAgentFallbackModeValues = []AIAgentFallbackMode{
AIAgentFallbackModeNoAnswer,
AIAgentFallbackModeSuggestRetry,
}
var aiAgentFallbackModeLabelMap = map[AIAgentFallbackMode]string{
AIAgentFallbackModeNoAnswer: "直接声明无答案",
AIAgentFallbackModeSuggestRetry: "建议补充信息",
}
func GetAIAgentFallbackModeLabel(mode AIAgentFallbackMode) string {
return aiAgentFallbackModeLabelMap[mode]
}
const (
IMRealtimeEventConnected = "connected"
IMRealtimeEventPong = "pong"
internal/pkg/enums/knowledge.go
-18
View File
@@ -214,21 +214,3 @@ var knowledgeAnswerModeLabelMap = map[KnowledgeAnswerMode]string{
func GetKnowledgeAnswerModeLabel(mode KnowledgeAnswerMode) string {
return knowledgeAnswerModeLabelMap[mode]
}
type KnowledgeFallbackMode int
const (
KnowledgeFallbackModeNoAnswer KnowledgeFallbackMode = 1
KnowledgeFallbackModeSuggestRetry KnowledgeFallbackMode = 2
KnowledgeFallbackModeTransferHuman KnowledgeFallbackMode = 3
)
var knowledgeFallbackModeLabelMap = map[KnowledgeFallbackMode]string{
KnowledgeFallbackModeNoAnswer: "直接声明无答案",
KnowledgeFallbackModeSuggestRetry: "建议重试",
KnowledgeFallbackModeTransferHuman: "转人工",
}
func GetKnowledgeFallbackModeLabel(mode KnowledgeFallbackMode) string {
return knowledgeFallbackModeLabelMap[mode]
}
internal/services/ai_agent_service.go
+8
View File
@@ -101,6 +101,7 @@ func (s *aIAgentService) UpdateAIAgent(req request.UpdateAIAgentRequest, operato
"reply_timeout_seconds": item.ReplyTimeoutSeconds,
"team_ids": item.TeamIDs,
"handoff_mode": item.HandoffMode,
"fallback_mode": item.FallbackMode,
"fallback_message": item.FallbackMessage,
"knowledge_ids": item.KnowledgeIDs,
"skill_ids": item.SkillIDs,
@@ -157,6 +158,12 @@ func (s *aIAgentService) buildAIAgentModel(id int64, req request.CreateAIAgentRe
if !slices.Contains(enums.AIAgentHandoffModeValues, enums.AIAgentHandoffMode(req.HandoffMode)) {
return nil, errorsx.InvalidParam("转人工模式不合法")
}
if req.FallbackMode == 0 {
req.FallbackMode = enums.AIAgentFallbackModeNoAnswer
}
if !slices.Contains(enums.AIAgentFallbackModeValues, enums.AIAgentFallbackMode(req.FallbackMode)) {
return nil, errorsx.InvalidParam("兜底策略不合法")
}
if enums.AIAgentHandoffMode(req.HandoffMode) == enums.AIAgentHandoffModeDefaultTeamPool && len(teamIDs) == 0 {
return nil, errorsx.InvalidParam("默认客服组待接入池模式必须至少选择一个客服组")
}
@@ -209,6 +216,7 @@ func (s *aIAgentService) buildAIAgentModel(id int64, req request.CreateAIAgentRe
ReplyTimeoutSeconds: req.ReplyTimeoutSeconds,
TeamIDs: utils.JoinInt64s(teamIDs),
HandoffMode: req.HandoffMode,
FallbackMode: req.FallbackMode,
FallbackMessage: strings.TrimSpace(req.FallbackMessage),
KnowledgeIDs: utils.JoinInt64s(knowledgeIDs),
SkillIDs: utils.JoinInt64s(skillIDs),
internal/services/knowledge_base_service.go
-5
View File
@@ -112,7 +112,6 @@ func (s *knowledgeBaseService) UpdateKnowledgeBase(req request.UpdateKnowledgeBa
"chunk_max_tokens": item.ChunkMaxTokens,
"chunk_overlap_tokens": item.ChunkOverlapTokens,
"answer_mode": item.AnswerMode,
"fallback_mode": item.FallbackMode,
"remark": item.Remark,
"update_user_id": operator.UserID,
"update_user_name": operator.Username,
@@ -161,7 +160,6 @@ func (s *knowledgeBaseService) buildKnowledgeBaseModel(req request.CreateKnowled
ChunkMaxTokens: req.ChunkMaxTokens,
ChunkOverlapTokens: req.ChunkOverlapTokens,
AnswerMode: req.AnswerMode,
FallbackMode: req.FallbackMode,
Remark: req.Remark,
}
if item.DefaultTopK == 0 {
@@ -208,9 +206,6 @@ func (s *knowledgeBaseService) buildKnowledgeBaseModel(req request.CreateKnowled
if item.AnswerMode == 0 {
item.AnswerMode = 1
}
if item.FallbackMode == 0 {
item.FallbackMode = 1
}
return item, nil
}