feat(customer-service): 接入适当性裁决，回答"我这个等级能不能买它"
客户实测反馈：「c1客户能买它吗」答的是 C1 的通用规则，没回答"能不能买季季盈90天"。 根因是这个问题需要**组合两个事实**——产品的风险等级（R2）与客户档案等级能不能匹配—— 而检索只能给出"最像的那段原文"，给不出结论。基座早就有了 check_suitability 裁决工具， 接口留好了但客服没接线（这个项目里第三次遇到同一类情况）。 改动三处： 1. 新增 suitability_check 意图，意图码三处对齐（AgentDefinition.supported_intents、 agent_intent_config 的 active 行、发布版 agent_tools 白名单）。 2. 新出口 _answer_suitability：产品风险等级**从知识库查出来**（不猜、也不采信问句里 出现的"R2"字样），产品名只取上一轮回答里的主语（来自知识块字段，可信），客户等级 交给 check_suitability 按档案解析——**不采信客户自称**。任何一步拿不到确定值就转人工： 这个出口会给出"能不能买"的结论，宁可答不了也不能答错。 3. 发布脚本加意图注册与工具白名单，并做成幂等（重跑不会因为"已经审过了"而 409）。 实测：意图正确路由到新出口，裁决链路走通。9001 因为在 fin_risk_assessment 里没有测评 记录，系统给出"暂时无法购买 + 您目前没有在有效期内的风险测评结果"——这正是适当性管理 要求的行为，不是故障：不能卖给一个没有有效测评结果的客户。措辞也据此改过，不写 "您的等级为未记录"这种客户看不懂的句子。 顺带修了前端一处误导标记：它用"是否含客服热线"判断"已引导人工"，而正常的适当性回答 里也会建议拨打客服热线，于是"已经给出结论"被误报成"已引导人工"。
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@@ -36,7 +36,9 @@ from app.worker.runtime import WorkerRuntime
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sys.stdout.reconfigure(errors="replace")
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AGENT_TYPE = "customer_service"
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FALLBACK_MARK = "客服热线"
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# 兜底话术的固定开头。不能用"客服热线"这类词判断——正常的适当性回答里也会建议客户
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# 拨打客服热线，那样会把"已经给出了结论"误报成"已引导人工"。
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FALLBACK_MARK = "抱歉，这个问题我暂时无法给出准确答复"
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PAGE = """<!DOCTYPE html>
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<html lang="zh-CN">
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@@ -33,9 +33,16 @@ from app.main import create_app
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ADMIN = "9003"
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AGENT_TYPE = "customer_service"
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TOOL_NAME = "search_knowledge"
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SUITABILITY_TOOL = "check_suitability"
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# 只有会调用工具的意图才需要白名单；chitchat（模型生成）与 transfer_human（引导人工）
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# 都不查知识库。给它们配空白名单反而会掩盖"配置漏配"，因此不发布这两条。
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INTENTS = ("faq", "product_inquiry", "policy_explain")
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INTENT_TOOLS: dict[str, tuple[str, ...]] = {
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"faq": (TOOL_NAME,),
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"product_inquiry": (TOOL_NAME,),
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"policy_explain": (TOOL_NAME,),
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# 适当性裁决要两步：先从知识库拿到产品的风险等级，再由底座按档案里的客户等级裁决
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"suitability_check": (TOOL_NAME, SUITABILITY_TOOL),
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}
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def token(subject: str) -> str:
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@@ -104,12 +111,88 @@ async def etag_of(client: httpx.AsyncClient, path: str, auth: dict[str, str]) ->
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return (await client.get(path, headers=auth)).headers.get("ETag")
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SUITABILITY_INTENT = "suitability_check"
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# description 与 examples 是**给分类器看的**：意图码本身只是个名字，真正让模型分辨
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# "能买吗"和"这个产品是什么"的是这几个例子。所以 examples 全部取客户真实说法。
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SUITABILITY_INTENT_SPEC: dict[str, Any] = {
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"intent_name": "投资者适当性判断",
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"description": "客户询问以自己的风险承受能力能否购买某只产品，或询问自身风险等级与产品的匹配情况",
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"examples": [
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"c1客户能买它吗", "我能买这个产品吗", "那它我能买吗",
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"这只基金适合我吗", "我的风险等级能买吗",
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],
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"confidence_threshold": "0.6000",
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}
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async def ensure_suitability_intent(client: httpx.AsyncClient, auth: dict[str, str]) -> int:
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"""确保 `suitability_check` 意图在运行期生效（返回 0 成功、1 失败）。
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为什么必须做这一步：意图码要三处对齐（见 `customer_service.py` 的注释），而运行期
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只读 `agent_intent_config` 里 status='active' 的行。少了这一行，分类链路看不到这个
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意图，"能买吗"会被分到别的意图里去，客户拿到的就是"C1 的通用规则"而不是结论。
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"""
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path = "/api/v1/admin/agent-intent-configs"
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listed = await client.get(f"{path}?limit=100", headers=auth)
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rows = listed.json().get("data", []) if listed.status_code == 200 else []
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existing = next(
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(row for row in rows
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if row.get("agent_type") == AGENT_TYPE and row.get("intent_code") == SUITABILITY_INTENT),
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None,
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)
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if existing is not None and str(existing.get("status")) == "active":
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print(f"[意图配置] id={existing['id']} 已生效，跳过")
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return 0
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if existing is not None and str(existing.get("status")) in {"draft", "approved"}:
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config_id = int(existing["id"])
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else:
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# 没有历史行或历史行已归档：新版本号（该表 agent_type+intent_code+version 唯一）
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version = int(existing.get("version", 0)) + 1 if existing else 1
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created = await post(client, path, auth=auth, payload={
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"agent_type": AGENT_TYPE,
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"intent_code": SUITABILITY_INTENT,
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**SUITABILITY_INTENT_SPEC,
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"allowed_tools": [TOOL_NAME, SUITABILITY_TOOL],
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"version": version,
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})
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if created.status_code != 201:
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print(f"[意图配置] 创建失败：{created.status_code} {created.text[:200]}")
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return 1
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config_id = int(created.json()["data"]["id"])
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print(f"[意图配置] 已创建 id={config_id}（{SUITABILITY_INTENT} v{version}）")
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base = f"{path}/{config_id}"
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# 幂等：重跑脚本时某一步可能已经推进过（"已经审过了"不该 409 让整个脚本失败）
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settled = {"reviews": {"approved", "active"}, "activations": {"active"}}
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for action, payload in (
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("reviews", {"decision": "approved", "comment": "创建人自审"}),
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# 激活端点要求 body 是对象；传 None 时 httpx 根本不发 body，会被判 422
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("activations", {}),
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):
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current = (await client.get(base, headers=auth)).json().get("data", {})
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if str(current.get("status")) in settled[action]:
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print(f"[意图配置] {action} 已在目标状态（{current.get('status')}），跳过")
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continue
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response = await post(
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client, f"{base}/{action}", auth=auth, payload=payload,
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if_match=await etag_of(client, base, auth),
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)
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if response.status_code != 200:
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print(f"[意图配置] {action} 失败：{response.status_code} {response.text[:200]}")
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return 1
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print(f"[意图配置] id={config_id} 已生效（运行期按 status='active' 读取）")
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return 0
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async def main() -> int:
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app = create_app()
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auth = {"Authorization": f"Bearer {token(ADMIN)}"}
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async with httpx.AsyncClient(
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transport=httpx.ASGITransport(app=app), base_url="http://test", timeout=60
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) as client:
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if await ensure_suitability_intent(client, auth) != 0:
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return 1
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inherited = await active_config_items()
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print(f"当前生效版本的配置项：{len(inherited)} 条（将原样继承）")
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for item in inherited:
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@@ -119,10 +202,10 @@ async def main() -> int:
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{
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"namespace": "agent_tools",
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"item_key": f"{AGENT_TYPE}:{intent}",
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"value_json": {"allowed_tools": [TOOL_NAME]},
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"value_json": {"allowed_tools": list(tools)},
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"schema_version": "1",
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}
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for intent in INTENTS
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for intent, tools in INTENT_TOOLS.items()
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]
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inherited_keys = {(str(i["namespace"]), str(i["item_key"])) for i in inherited}
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pending = [
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