Mutual_Fund/service/customer_agent/chat.py

"""Anonymous customer-service orchestration without private customer access."""
from __future__ import annotations

import json
import logging
import re
from inspect import isawaitable

from rag.intent import Intent, IntentResult


logger = logging.getLogger(__name__)


class QueryTooLongError(ValueError):
    pass


class DataQueryRejected(ValueError):
    """NL2SQL 数据查询被拒绝（未开放、无权限或配额不足），message 可直接回复用户。"""


async def _config(config_getter, key: str, default: str):
    value = config_getter(key, default)
    if isawaitable(value):
        value = await value
    return value or default


async def _maybe_await(value):
    return await value if isawaitable(value) else value


class AnonymousCustomerAgent:
    def __init__(
        self,
        *,
        context,
        rag_retrieve,
        intent_recognize,
        generate_answer,
        audit_writer,
        config_getter,
        data_query=None,
    ):
        self.context = context
        self.rag_retrieve = rag_retrieve
        self.intent_recognize = intent_recognize
        self.generate_answer = generate_answer
        self.audit_writer = audit_writer
        self.config_getter = config_getter
        # 可选 NL2SQL 数据查询依赖：签名 data_query(*, question, customer_id,
        # session_id, trace_id) -> dict；匿名 runtime 不装配（None），行为不变。
        self.data_query = data_query

    async def handle(
        self,
        session_id: str,
        query: str,
        *,
        trace_id: str,
        customer_id: int | None = None,
    ) -> dict:
        if len(query) > 2000:
            raise QueryTooLongError("query长度不能超过2000字符")
        # 先取历史再写入当前问题，保证意图识别拿到的历史不含本轮输入；取不到历史不阻断请求
        try:
            history = await self.context.get(session_id)
        except Exception:
            logger.exception("load conversation history failed: session_id=%s", session_id)
            history = []
        await self.context.append(session_id, "user", query)
        if self._contains_sensitive_input(query):
            await _maybe_await(self.audit_writer(
                action="anon_sensitive_input",
                trace_id=trace_id,
                session_id=session_id,
            ))

        recognized = await _maybe_await(self.intent_recognize(query, history))
        if isinstance(recognized, IntentResult):
            intent, search_query = recognized.intent, recognized.query
        else:
            intent, search_query = recognized, query
        sources = []
        data_query_meta = None
        if intent == Intent.GUIDE_PURCHASE:
            answer = await _config(
                self.config_getter,
                "agent.customer.template.guide_purchase",
                "请前往开户页面办理。",
            )
        elif intent == Intent.WANT_ADVISOR:
            answer = await _config(
                self.config_getter,
                "agent.customer.template.guide_advisor",
                "如需基金推荐，请联系投资顾问。",
            )
        elif intent == Intent.OFF_TOPIC:
            answer = await _config(
                self.config_getter,
                "agent.customer.template.off_topic",
                "我是华夏科技的智能客服，只能解答基金与公司业务相关的问题，"
                "您可以问我基金知识、开户流程或公司信息～",
            )
        elif intent == Intent.TRANSFER_HUMAN:
            answer = await _config(
                self.config_getter,
                "agent.customer.template.transfer_human",
                "好的，正在为您转接人工客服，请稍候。"
                "您也可以拨打官方客服热线 400-XXX-XXXX 直接联系我们。",
            )
        elif intent == Intent.CHITCHAT:
            answer = await self._chitchat(session_id)
        elif intent == Intent.NL2SQL_REQUEST:
            if self.data_query is None or customer_id is None:
                # 匿名会话或未装配数据查询能力：引导登录，不触发任何数据库查询
                answer = await _config(
                    self.config_getter,
                    "agent.customer.template.nl2sql_unavailable",
                    "数据查询功能需要登录后使用，请先登录再来问我您的持仓和交易信息～",
                )
            else:
                answer, sources, data_query_meta = await self._run_data_query(
                    question=search_query,
                    customer_id=customer_id,
                    session_id=session_id,
                    trace_id=trace_id,
                )
        elif intent in (Intent.KNOWLEDGE_QA, Intent.COMPANY_INFO):
            try:
                # 用补全指代后的问题检索，省略主语的追问才能命中
                sources = await _maybe_await(self.rag_retrieve(search_query, None))
            except Exception:
                sources = []
            if not sources:
                answer = await _config(
                    self.config_getter,
                    "agent.customer.template.fallback_human",
                    "当前未找到匹配信息，请转人工客服。",
                )
            else:
                messages = await self.context.get(session_id)
                prompt = messages + [
                    {
                        "role": "system",
                        "content": "仅根据提供的知识来源回答，不得编造基金推荐。",
                    },
                    {
                        "role": "system",
                        "content": f"知识来源：{json.dumps(sources, ensure_ascii=False)}",
                    },
                ]
                try:
                    answer = await _maybe_await(self.generate_answer(prompt))
                except Exception:
                    answer = await _config(
                        self.config_getter,
                        "agent.customer.template.fallback_human",
                        "当前服务繁忙，请转人工客服。",
                    )
        else:
            answer = await _config(
                self.config_getter,
                "agent.customer.template.fallback_human",
                "当前未找到匹配信息，请转人工客服。",
            )

        await self.context.append(session_id, "assistant", answer)
        result = {
            "answer": answer,
            "sources": sources,
            "intent": intent.value,
            "rewritten_query": search_query,
            "trace_id": trace_id,
        }
        if data_query_meta is not None:
            result["data_query"] = data_query_meta
        return result

    async def _run_data_query(
        self,
        *,
        question: str,
        customer_id: int,
        session_id: str,
        trace_id: str,
    ) -> tuple[str, list, dict]:
        """调用注入的 NL2SQL 数据查询能力，失败时统一降级为客服话术。"""
        try:
            payload = await _maybe_await(
                self.data_query(
                    question=question,
                    customer_id=customer_id,
                    session_id=session_id,
                    trace_id=trace_id,
                )
            )
        except DataQueryRejected as exc:
            return str(exc), [], None
        except Exception:
            logger.exception(
                "client data query failed: trace_id=%s session_id=%s customer_id=%s",
                trace_id,
                session_id,
                customer_id,
            )
            answer = await _config(
                self.config_getter,
                "agent.customer.template.nl2sql_fallback",
                "暂时无法完成数据查询，请稍后再试或联系人工客服。",
            )
            return answer, [], None

        if not isinstance(payload, dict) or not str(payload.get("answer") or "").strip():
            return await _config(
                self.config_getter,
                "agent.customer.template.nl2sql_fallback",
                "暂时无法完成数据查询，请稍后再试或联系人工客服。",
            ), [], None
        meta = {
            key: payload[key]
            for key in ("query_id", "row_count", "truncated", "chart")
            if payload.get(key) is not None
        }
        return str(payload["answer"]), list(payload.get("sources") or []), meta or None

    async def _chitchat(self, session_id: str) -> str:
        """带对话历史调用 LLM 做受限闲聊，失败时退回固定话术。"""
        messages = await self.context.get(session_id)
        prompt = [
            {
                "role": "system",
                "content": (
                    "你是华夏科技（基金代销金融机构）的智能客服助手。"
                    "用户正在与你寒暄，请用一两句话简短、友好地回应，"
                    "并自然地引导用户咨询基金知识、开户流程或公司信息。"
                    "不得推荐任何基金产品，不得谈论具体收益，不得回答金融之外的实质性问题。"
                ),
            },
            *messages,
        ]
        try:
            return await _maybe_await(self.generate_answer(prompt))
        except Exception:
            return await _config(
                self.config_getter,
                "agent.customer.template.chitchat_fallback",
                "您好，我是华夏科技的智能客服，很高兴为您服务！"
                "您可以问我基金知识、开户流程或公司信息～",
            )

    @staticmethod
    def _contains_sensitive_input(query: str) -> bool:
        return bool(
            re.search(r"(?<!\d)1[3-9]\d{9}(?!\d)", query)
            or re.search(r"(?:客户|customer)[_ -]?(?:id|号)?\s*[:：]?\s*[A-Za-z0-9_-]{4,}", query, re.I)
        )