group_fqcd_jr/docs/evidence/20260918-t2-customer-service-skeleton.json

{
  "artifact": "t2-customer-service-skeleton",
  "generated_at": "2026-09-18T10:23:00.905825Z",
  "date_local": "2026-09-18",
  "purpose": "D2.1 T2 第一步：重建客服 Agent 本体（含安全词表恢复）+ 用 E5 分级回退替换一刀切转人工",
  "premise_correction": {
    "finding": "客服 Agent 本体在 2026-09-16 随客服业务层整体清除，未在 AgentFactory 注册",
    "before": "POST /api/v1/conversations {agent_type: customer_service} -> 404 AGENT_TYPE_NOT_FOUND；注册表只有 6 个 Agent",
    "after": "已注册，注册表 7 个 Agent：customer_service / financial_nl2sql / fund_query_demo / offsite_fund / platform_probe / promotion_material / risk",
    "source_of_truth": "docs/customer-service-routing-legacy-keywords.md（清除时留下的词表留痕，明确要求重建时逐条恢复）"
  },
  "deliverables": [
    {
      "file": "app/core/customer_service_rules.py",
      "action": "新建（重建）",
      "detail": [
        "零容忍词表 11 条原样恢复（名字与内容均未改动，唯一消费方是输入侧判定）",
        "提示词注入 8 条恢复（清除前在生效路径上不存在，红队 RT-009/010 因此必然失败）",
        "凭据披露短语 5 条恢复",
        "P0 补 非本人交易；P2 补 替我交易 / 纠纷（按留痕文档 §三 迁移对照表）",
        "品牌统一：南方基金 / 400-889-8899 / 每日 7:00—22:00 / www.nffund.com",
        "transfer_reason 改为枚举码（safety_risk / account_data / write_or_dispute / explicit_request），不再写中文自由文本",
        "拦截顺序固定 P0 -> 提示词注入 -> 合规 -> P1 -> P2"
      ]
    },
    {
      "file": "app/service/agent/implementations/customer_service.py",
      "action": "恢复 + 改造为五出口",
      "detail": [
        "E1 安全出口（route_message 确定性拦截）",
        "E3 知识直答（高置信原文直返，不经模型）",
        "E5a 澄清 / E5b 部分答 + 引导 / E5c 转人工（白名单四类）",
        "删除 _guide_to_human：原先 10 处调用（未命中 / 置信度不足 / 检索降级 / 画像失败 / 适当性无结论 / 闲聊模型不可用）全部改为 E5a 或 E5b，且不建单",
        "transfer_required=True 只保留 1 处（_exit_transfer），越出白名单即抛 ValueError",
        "E2 计算型（H-02）与 E4 证据约束生成（H-03）本次未实现，已在模块 docstring 中标注"
      ]
    },
    {
      "file": "app/service/agent/bootstrap.py",
      "action": "注册 CustomerServiceAgent",
      "detail": [
        "工厂注册表 6 -> 7；import 与 register 各一处"
      ]
    },
    {
      "file": "tests/unit/core/test_customer_service_rules.py",
      "action": "新建单测",
      "detail": [
        "零容忍词/注入词/披露短语原样守卫、话术自绊守卫、官方电话守卫、拦截顺序守卫"
      ]
    },
    {
      "file": "tests/unit/service/test_customer_service_agent.py",
      "action": "新建单测",
      "detail": [
        "转人工白名单（越界即抛错）、E5b 不置 transfer_required、E5a 澄清下限与去重"
      ]
    }
  ],
  "gates": {
    "pytest": "7 failed, 1482 passed, 2 skipped（基线 T0：8 failed, 1440 passed, 2 skipped）",
    "pytest_no_new_failures": true,
    "pytest_fixed_since_baseline": [
      "tests/unit/tools/test_rbac_seed_consistency.py::test_permission_ids_are_consistent_between_seed_and_grant_scripts"
    ],
    "ruff": "Found 22 errors（与基线 T0 逐项相同：bootstrap.py 4 / promotion_renderer.py 9 / 其余 9）",
    "ruff_new_files": "All checks passed（新增与恢复的 4 个文件 0 错）",
    "mypy": "Success: no issues found in 3 source files（本次改动的 3 个源文件 0 错）",
    "check_authoritative_docs": "checked 50 documents, no number collision",
    "audit_schema": "schema audit passed: 89 business tables, no missing or unexpected tables"
  },
  "config_probe": {
    "note": "发布配置仍在库中（随代码清除未被删除），客服 Agent 的工具白名单无需重发即可生效",
    "active_release_id": 58,
    "agent_tools": {
      "customer_service:faq": [
        "search_knowledge",
        "query_knowledge",
        "query_customer_profile"
      ],
      "customer_service:product_inquiry": [
        "search_knowledge",
        "query_knowledge"
      ],
      "customer_service:policy_explain": [
        "search_knowledge",
        "query_knowledge"
      ],
      "customer_service:suitability_check": [
        "search_knowledge",
        "check_suitability"
      ]
    },
    "agent_intent_config_active": {
      "customer_service": [
        "suitability_check"
      ],
      "risk": [
        "general",
        "risk_evidence",
        "risk_overview",
        "risk_search"
      ]
    }
  },
  "known_gaps": [
    {
      "id": "T2-2 / 受理服务脱敏缺失",
      "severity": "高（隐私）",
      "detail": "app/service/agent_run_application_service.py 随模块清除被剥掉 4 项能力：① 受理时 sanitize_customer_service_message（HEAD 第 149 行）—— 现状是原始凭据明文落 conversation_message；② chitchat_streak 服务端覆写；③ clarification_round 服务端覆写（E5a 澄清轮次上限依赖它）；④ session_context 短期上下文（Redis + MySQL 回退）",
      "evidence": "tests/integration/test_agent_run_acceptance.py::test_customer_service_accept_redacts_sensitive_message_before_persistence 仍失败，断言 '123456' not in message.content 不成立",
      "note": "属底座（受理服务）改动，D2.1 组 1 第 6 项，须会签 + 逐项留痕；与 F-01（MySQL 回退主体隔离）同处一文件"
    },
    {
      "id": "C-05 / C-06 合规种子未跑",
      "severity": "中",
      "detail": "agent_negative_word active = 0、agent_reply_template active = 0；4 项 test_compliance_seed_mysql 失败的直接原因",
      "note": "与基线 T0 一致，未变化"
    },
    {
      "id": "品牌残留：闲聊提示词仍是旧品牌",
      "severity": "中（评审可见）",
      "detail": "prompt_template_version.customer_service_chitchat 的 system_prompt 仍写「南方财富」",
      "note": "属配置层数据修正，不是代码改动"
    },
    {
      "id": "P0 裸词覆盖过宽",
      "severity": "中（影响转人工率）",
      "detail": "P0_KEYWORDS 含裸词「密码」「验证码」，会把「忘记登录密码怎么办」这类公开 FAQ 打成反诈分支（transfer_required=True）",
      "note": "本次按留痕文档原样恢复以保持可验证；是否收窄为限定式（如「我的密码」「验证码是」）属 C-03 决策"
    },
    {
      "id": "admin / advisor / operator 档位",
      "severity": "低",
      "detail": "不在 TIERS_BY_SUBJECT 表内，收敛为 {public}，员工侧看不到 registered 内容",
      "note": "待用户裁定"
    }
  ],
  "honesty": "本次如实记录：pytest 7 项失败全部是基线 T0 已有失败的子集，无新增；E2/E4 两个出口未实现，能力上属缺口而非完成。"
}