74 lines
2.9 KiB
Python
74 lines
2.9 KiB
Python
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"""客服转人工的最小必要上下文构造。
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摘要完全由已持久化的会话消息和受控运行结果确定性生成，不调用模型，也不读取账户、画像或
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长期记忆。其目的只是让管理员理解转接缘由，而不是向用户承诺已受理或已完成处理。
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"""
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from collections.abc import Sequence
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from dataclasses import dataclass
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from decimal import Decimal
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from typing import Any
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from app.core.contracts import SourceReference
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from app.core.conversation_privacy import sanitize_customer_service_message
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from app.model.conversation import ConversationMessage
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MAX_SUMMARY_MESSAGES = 6
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MAX_SUMMARY_MESSAGE_CHARACTERS = 280
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@dataclass(frozen=True)
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class CustomerServiceHandoverContext:
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"""写入工单、审计与 Outbox 的统一、安全转接上下文。"""
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reason_detail: str
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conversation_summary: str
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source_references: list[dict[str, Any]]
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event_metadata: dict[str, Any]
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def _safe_content(content: str) -> str:
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"""二次脱敏和单条截断，确保历史会话也不会把凭据扩散到工单。"""
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sanitized = sanitize_customer_service_message(content).strip()
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if len(sanitized) > MAX_SUMMARY_MESSAGE_CHARACTERS:
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return f"{sanitized[:MAX_SUMMARY_MESSAGE_CHARACTERS - 6]}[截断]"
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return sanitized
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def build_customer_service_handover_context(
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*, reason_code: str, clarification_round: int, confidence: Decimal | None,
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source_references: Sequence[SourceReference],
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messages: Sequence[ConversationMessage],
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) -> CustomerServiceHandoverContext:
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"""构造管理员可读但不包含原始敏感凭据的转人工背景。"""
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safe_references = [reference.model_dump(mode="json") for reference in source_references]
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safe_messages = tuple(messages[-MAX_SUMMARY_MESSAGES:])
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summary_lines = [
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f"转接原因：{reason_code}",
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f"已进行澄清轮次：{clarification_round}",
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f"已核验知识来源数：{len(safe_references)}",
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"最近会话（已脱敏）：",
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]
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if confidence is not None:
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summary_lines.insert(2, f"意图置信度：{confidence}")
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for message in safe_messages:
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role = "用户" if message.role == "user" else "助手"
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summary_lines.append(f"{role}：{_safe_content(message.content)}")
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conversation_summary = "\n".join(summary_lines)
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reason_detail = (
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f"系统自动转接；原因={reason_code}；澄清轮次={clarification_round}；"
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f"知识来源数={len(safe_references)}"
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)
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return CustomerServiceHandoverContext(
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reason_detail=reason_detail,
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conversation_summary=conversation_summary,
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source_references=safe_references,
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event_metadata={
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"reason_code": reason_code,
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"clarification_round": clarification_round,
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"confidence": str(confidence) if confidence is not None else None,
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"source_references": safe_references,
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"conversation_summary": conversation_summary,
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},
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)
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