chore: update gitignore; feat: 新增customer_agent业务模块与api路由

service/customer_agent/chat.py

@@ -0,0 +1,120 @@
+"""Anonymous customer-service orchestration without private customer access."""
+from __future__ import annotations
+
+import json
+import re
+from inspect import isawaitable
+
+from rag.intent import Intent
+
+
+class QueryTooLongError(ValueError):
+    pass
+
+
+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,
+    ):
+        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
+
+    async def handle(self, session_id: str, query: str, *, trace_id: str) -> dict:
+        if len(query) > 2000:
+            raise QueryTooLongError("query长度不能超过2000字符")
+        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,
+            ))
+
+        intent = await _maybe_await(self.intent_recognize(query))
+        sources = []
+        if intent is 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 is 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 is Intent.KNOWLEDGE_QA:
+            try:
+                sources = await _maybe_await(self.rag_retrieve(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)
+        return {
+            "answer": answer,
+            "sources": sources,
+            "intent": intent.value,
+            "trace_id": trace_id,
+        }
+
+    @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)
+        )