feat: add AnalyzeConversation tool and related graph for analyzing conversation risks and summaries
This commit is contained in:
mlogclub
@@ -0,0 +1,236 @@
|
||||
package graphs
|
||||
|
||||
import (
|
||||
"context"
|
||||
"encoding/json"
|
||||
"fmt"
|
||||
"strings"
|
||||
|
||||
"cs-agent/internal/models"
|
||||
"cs-agent/internal/services"
|
||||
)
|
||||
|
||||
type AnalyzeConversationInput struct {
|
||||
Goal string `json:"goal"`
|
||||
ObservedIssue string `json:"observedIssue"`
|
||||
NeedTicket bool `json:"needTicket"`
|
||||
NeedHumanHandoff bool `json:"needHumanHandoff"`
|
||||
NeedQualityCheck bool `json:"needQualityCheck"`
|
||||
AdditionalContext string `json:"additionalContext"`
|
||||
}
|
||||
|
||||
type AnalyzeConversationResult struct {
|
||||
Summary string `json:"summary"`
|
||||
UserIntent string `json:"userIntent"`
|
||||
RiskLevel string `json:"riskLevel"`
|
||||
RiskSignals []string `json:"riskSignals,omitempty"`
|
||||
RecommendedNextAction string `json:"recommendedNextAction"`
|
||||
RecommendedQuestions []string `json:"recommendedQuestions,omitempty"`
|
||||
ConversationFacts []string `json:"conversationFacts,omitempty"`
|
||||
}
|
||||
|
||||
type AnalyzeConversationGraph struct {
|
||||
conversation *models.Conversation
|
||||
}
|
||||
|
||||
func NewAnalyzeConversationGraph(conversation *models.Conversation) *AnalyzeConversationGraph {
|
||||
return &AnalyzeConversationGraph{conversation: conversation}
|
||||
}
|
||||
|
||||
func (g *AnalyzeConversationGraph) Run(_ context.Context, argumentsInJSON string) (string, error) {
|
||||
if g == nil || g.conversation == nil {
|
||||
return "", fmt.Errorf("analyze conversation graph not initialized")
|
||||
}
|
||||
input, err := g.parseInput(argumentsInJSON)
|
||||
if err != nil {
|
||||
return "", err
|
||||
}
|
||||
messages, _, _ := services.MessageService.FindByConversationIDCursor(g.conversation.ID, 0, 8, "", "")
|
||||
result := buildAnalyzeConversationResult(g.conversation, messages, input)
|
||||
buf, err := json.Marshal(result)
|
||||
if err != nil {
|
||||
return "", err
|
||||
}
|
||||
return string(buf), nil
|
||||
}
|
||||
|
||||
func (g *AnalyzeConversationGraph) parseInput(argumentsInJSON string) (AnalyzeConversationInput, error) {
|
||||
var input AnalyzeConversationInput
|
||||
if strings.TrimSpace(argumentsInJSON) == "" {
|
||||
return input, nil
|
||||
}
|
||||
if err := json.Unmarshal([]byte(argumentsInJSON), &input); err != nil {
|
||||
return input, fmt.Errorf("invalid analyze conversation arguments: %w", err)
|
||||
}
|
||||
input.Goal = strings.TrimSpace(input.Goal)
|
||||
input.ObservedIssue = strings.TrimSpace(input.ObservedIssue)
|
||||
input.AdditionalContext = strings.TrimSpace(input.AdditionalContext)
|
||||
return input, nil
|
||||
}
|
||||
|
||||
func buildAnalyzeConversationResult(conversation *models.Conversation, messages []models.Message, input AnalyzeConversationInput) AnalyzeConversationResult {
|
||||
joined := strings.ToLower(buildConversationCorpus(conversation, messages, input))
|
||||
signals := collectRiskSignals(joined, input)
|
||||
intent := detectUserIntent(joined, input)
|
||||
recommendedAction := recommendNextAction(intent, signals, input)
|
||||
result := AnalyzeConversationResult{
|
||||
Summary: buildConversationSummary(conversation, messages, input),
|
||||
UserIntent: intent,
|
||||
RiskLevel: deriveRiskLevel(signals),
|
||||
RiskSignals: signals,
|
||||
RecommendedNextAction: recommendedAction,
|
||||
RecommendedQuestions: recommendQuestions(intent, signals, input),
|
||||
ConversationFacts: buildConversationAnalysisFacts(conversation, messages),
|
||||
}
|
||||
return result
|
||||
}
|
||||
|
||||
func buildConversationSummary(conversation *models.Conversation, messages []models.Message, input AnalyzeConversationInput) string {
|
||||
parts := make([]string, 0, 4)
|
||||
if conversation != nil && strings.TrimSpace(conversation.Subject) != "" {
|
||||
parts = append(parts, "会话主题："+strings.TrimSpace(conversation.Subject))
|
||||
}
|
||||
if input.ObservedIssue != "" {
|
||||
parts = append(parts, "当前问题："+input.ObservedIssue)
|
||||
} else if conversation != nil && strings.TrimSpace(conversation.LastMessageSummary) != "" {
|
||||
parts = append(parts, "当前问题："+strings.TrimSpace(conversation.LastMessageSummary))
|
||||
}
|
||||
if digest := buildRecentMessageDigest(messages); digest != "" {
|
||||
parts = append(parts, "最近对话："+digest)
|
||||
}
|
||||
if input.AdditionalContext != "" {
|
||||
parts = append(parts, "补充信息："+input.AdditionalContext)
|
||||
}
|
||||
return strings.TrimSpace(strings.Join(parts, "\n"))
|
||||
}
|
||||
|
||||
func buildConversationCorpus(conversation *models.Conversation, messages []models.Message, input AnalyzeConversationInput) string {
|
||||
parts := make([]string, 0, len(messages)+4)
|
||||
if conversation != nil {
|
||||
parts = append(parts, strings.TrimSpace(conversation.Subject))
|
||||
parts = append(parts, strings.TrimSpace(conversation.LastMessageSummary))
|
||||
}
|
||||
parts = append(parts, input.Goal, input.ObservedIssue, input.AdditionalContext)
|
||||
for i := range messages {
|
||||
parts = append(parts, strings.TrimSpace(messages[i].Content))
|
||||
}
|
||||
return strings.Join(parts, "\n")
|
||||
}
|
||||
|
||||
func collectRiskSignals(joined string, input AnalyzeConversationInput) []string {
|
||||
signals := make([]string, 0, 6)
|
||||
add := func(signal string) {
|
||||
for _, item := range signals {
|
||||
if item == signal {
|
||||
return
|
||||
}
|
||||
}
|
||||
signals = append(signals, signal)
|
||||
}
|
||||
if containsAny(joined, "投诉", "举报", "差评", "曝光", "媒体", "起诉", "律师", "12315") {
|
||||
add("complaint_escalation")
|
||||
}
|
||||
if containsAny(joined, "退款", "赔偿", "损失", "扣款", "重复扣费", "金额") {
|
||||
add("financial_risk")
|
||||
}
|
||||
if containsAny(joined, "生气", "愤怒", "垃圾", "太差", "一直没人", "再不处理") {
|
||||
add("negative_sentiment")
|
||||
}
|
||||
if containsAny(joined, "人工", "转人工", "真人", "客服") || input.NeedHumanHandoff {
|
||||
add("handoff_requested")
|
||||
}
|
||||
if containsAny(joined, "工单", "报障", "售后", "登记", "记录问题") || input.NeedTicket {
|
||||
add("ticket_expected")
|
||||
}
|
||||
if input.NeedQualityCheck {
|
||||
add("quality_review_requested")
|
||||
}
|
||||
return signals
|
||||
}
|
||||
|
||||
func detectUserIntent(joined string, input AnalyzeConversationInput) string {
|
||||
switch {
|
||||
case input.NeedHumanHandoff || containsAny(joined, "人工", "转人工", "真人"):
|
||||
return "handoff_request"
|
||||
case input.NeedTicket || containsAny(joined, "工单", "报障", "售后", "登记问题"):
|
||||
return "ticket_request"
|
||||
case containsAny(joined, "投诉", "举报", "差评", "赔偿"):
|
||||
return "complaint"
|
||||
default:
|
||||
return "general_support"
|
||||
}
|
||||
}
|
||||
|
||||
func deriveRiskLevel(signals []string) string {
|
||||
if len(signals) == 0 {
|
||||
return "low"
|
||||
}
|
||||
if containsSignal(signals, "complaint_escalation") || containsSignal(signals, "financial_risk") {
|
||||
return "high"
|
||||
}
|
||||
if containsSignal(signals, "handoff_requested") || containsSignal(signals, "negative_sentiment") {
|
||||
return "medium"
|
||||
}
|
||||
return "low"
|
||||
}
|
||||
|
||||
func recommendNextAction(intent string, signals []string, input AnalyzeConversationInput) string {
|
||||
switch {
|
||||
case input.NeedQualityCheck:
|
||||
return "quality_review"
|
||||
case containsSignal(signals, "handoff_requested") || intent == "handoff_request":
|
||||
return "handoff_to_human"
|
||||
case containsSignal(signals, "ticket_expected") || intent == "ticket_request":
|
||||
return "prepare_ticket"
|
||||
case containsSignal(signals, "complaint_escalation"):
|
||||
return "handoff_to_human"
|
||||
default:
|
||||
return "continue_answering"
|
||||
}
|
||||
}
|
||||
|
||||
func recommendQuestions(intent string, signals []string, input AnalyzeConversationInput) []string {
|
||||
questions := make([]string, 0, 3)
|
||||
if containsSignal(signals, "ticket_expected") && strings.TrimSpace(input.ObservedIssue) == "" {
|
||||
questions = append(questions, "请进一步确认用户遇到的具体问题现象、报错信息和期望处理结果。")
|
||||
}
|
||||
if containsSignal(signals, "handoff_requested") {
|
||||
questions = append(questions, "请确认用户是否明确要求人工客服，以及当前问题为何需要人工继续处理。")
|
||||
}
|
||||
if intent == "complaint" {
|
||||
questions = append(questions, "请确认投诉点、影响范围和用户当前最希望解决的事项。")
|
||||
}
|
||||
return questions
|
||||
}
|
||||
|
||||
func buildConversationAnalysisFacts(conversation *models.Conversation, messages []models.Message) []string {
|
||||
facts := make([]string, 0, 4)
|
||||
if conversation != nil && strings.TrimSpace(conversation.Subject) != "" {
|
||||
facts = append(facts, "会话主题："+strings.TrimSpace(conversation.Subject))
|
||||
}
|
||||
if conversation != nil && strings.TrimSpace(conversation.LastMessageSummary) != "" {
|
||||
facts = append(facts, "最近摘要："+strings.TrimSpace(conversation.LastMessageSummary))
|
||||
}
|
||||
if digest := buildRecentMessageDigest(messages); digest != "" {
|
||||
facts = append(facts, "最近消息："+digest)
|
||||
}
|
||||
return facts
|
||||
}
|
||||
|
||||
func containsAny(value string, keywords ...string) bool {
|
||||
for _, keyword := range keywords {
|
||||
if keyword != "" && strings.Contains(value, strings.ToLower(keyword)) {
|
||||
return true
|
||||
}
|
||||
}
|
||||
return false
|
||||
}
|
||||
|
||||
func containsSignal(signals []string, target string) bool {
|
||||
for _, item := range signals {
|
||||
if item == target {
|
||||
return true
|
||||
}
|
||||
}
|
||||
return false
|
||||
}
|
||||
@@ -0,0 +1,53 @@
|
||||
package graphs
|
||||
|
||||
import (
|
||||
"testing"
|
||||
|
||||
"cs-agent/internal/models"
|
||||
"cs-agent/internal/pkg/enums"
|
||||
)
|
||||
|
||||
func TestBuildAnalyzeConversationResult_RecommendsHandoffForComplaint(t *testing.T) {
|
||||
conversation := &models.Conversation{
|
||||
Subject: "用户投诉扣费异常",
|
||||
LastMessageSummary: "用户反馈被重复扣费，并要求人工处理",
|
||||
}
|
||||
messages := []models.Message{
|
||||
{SenderType: enums.IMSenderTypeCustomer, Content: "你们重复扣费了，我要投诉并转人工"},
|
||||
}
|
||||
|
||||
got := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
|
||||
NeedHumanHandoff: true,
|
||||
})
|
||||
|
||||
if got.UserIntent != "handoff_request" {
|
||||
t.Fatalf("expected handoff_request, got %q", got.UserIntent)
|
||||
}
|
||||
if got.RiskLevel != "high" {
|
||||
t.Fatalf("expected high risk, got %q", got.RiskLevel)
|
||||
}
|
||||
if got.RecommendedNextAction != "handoff_to_human" {
|
||||
t.Fatalf("expected handoff_to_human, got %q", got.RecommendedNextAction)
|
||||
}
|
||||
}
|
||||
|
||||
func TestBuildAnalyzeConversationResult_RecommendsPrepareTicket(t *testing.T) {
|
||||
conversation := &models.Conversation{
|
||||
Subject: "订单无法支付",
|
||||
LastMessageSummary: "用户要求登记问题并尽快处理",
|
||||
}
|
||||
messages := []models.Message{
|
||||
{SenderType: enums.IMSenderTypeCustomer, Content: "麻烦帮我建个工单，订单一直支付失败"},
|
||||
}
|
||||
|
||||
got := buildAnalyzeConversationResult(conversation, messages, AnalyzeConversationInput{
|
||||
NeedTicket: true,
|
||||
})
|
||||
|
||||
if got.UserIntent != "ticket_request" {
|
||||
t.Fatalf("expected ticket_request, got %q", got.UserIntent)
|
||||
}
|
||||
if got.RecommendedNextAction != "prepare_ticket" {
|
||||
t.Fatalf("expected prepare_ticket, got %q", got.RecommendedNextAction)
|
||||
}
|
||||
}
|
||||
Reference in New Issue
Block a user