chore: import clean Agent Desk snapshot (2/7)
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312
internal/ai/handoff_intent.go
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312
internal/ai/handoff_intent.go
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package ai
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import (
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"strings"
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"unicode"
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)
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// IsCustomerHandoffRequest determines whether a user's message expresses an intent
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// to speak with a human operator, agent, specialist, manager, or live person, across
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// varied natural phrasing, colloquialisms, and multiple languages (Russian, English,
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// Spanish, German, French, Chinese, etc.).
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func IsCustomerHandoffRequest(text string) bool {
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raw := strings.TrimSpace(text)
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if raw == "" {
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return false
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}
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lower := strings.ToLower(raw)
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// Direct Chinese keywords
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if IsHan(lower) {
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for _, kw := range []string{
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"人工", "转人工", "真人", "人工客服", "接人工", "转接人工", "转坐席", "人工服务", "人工专员",
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} {
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if strings.Contains(lower, kw) {
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return true
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}
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}
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}
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// Clean punctuation for token / n-gram checks
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cleaned := strings.Map(func(r rune) rune {
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if unicode.IsPunct(r) || unicode.IsSymbol(r) {
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return ' '
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}
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return r
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}, lower)
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fields := strings.Fields(cleaned)
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if len(fields) == 0 {
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return false
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}
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normalized := " " + strings.Join(fields, " ") + " "
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// Russian handoff patterns & stems:
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// Anti-bot phrases: "хватит бота", "не хочу бота", "отключи бота", "надоел бот"
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if strings.Contains(normalized, " хватит бота ") ||
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strings.Contains(normalized, " хватит робота ") ||
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strings.Contains(normalized, " не хочу бота ") ||
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strings.Contains(normalized, " не хочу общаться с ботом ") ||
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strings.Contains(normalized, " надоел бот ") ||
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strings.Contains(normalized, " отключи бота ") ||
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strings.Contains(normalized, " без бота ") ||
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strings.Contains(normalized, " убрать бота ") ||
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strings.Contains(normalized, " stop bot ") ||
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strings.Contains(normalized, " no bot ") ||
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strings.Contains(normalized, " hate bot ") ||
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strings.Contains(normalized, " not a bot ") {
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return true
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}
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russianTargetStems := []string{
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"оператор", "человек", "специалист", "сотрудник", "консультант",
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"менеджер", "живо", "живой", "поддержк", "саппорт", "люди", "людей",
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"админ", "администратор",
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}
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russianActionStems := []string{
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"переведи", "переключ", "соедин", "позов", "дайт", "дай", "свяж", "связать",
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"вызов", "вызовите", "хочу", "нужен", "нужна", "нужно", "можно", "позовите",
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"соедините", "переведите", "переключите", "пригласи", "пригласите",
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"перенаправ", "перенаправь", "перенаправьте", "передай", "передайте",
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"направь", "направьте",
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}
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// Action + Target combinations in Russian (e.g. "позови сотрудника", "соедини со специалистом", "хочу человека")
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for _, action := range russianActionStems {
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if strings.Contains(normalized, " "+action) {
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for _, target := range russianTargetStems {
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if strings.Contains(normalized, " "+target) {
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return true
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}
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}
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}
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}
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// Single-word requests (e.g. user just typed "оператор", "человек", "operator", "human")
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if normalized == " оператор " ||
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normalized == " оператора " ||
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normalized == " человек " ||
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normalized == " специалист " ||
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normalized == " support " ||
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normalized == " operator " ||
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normalized == " agent " ||
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normalized == " human " {
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return true
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}
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// Direct targets in Russian with prepositions or adjectives (e.g. "к оператору", "с человеком", "со специалистом", "живой человек")
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if strings.Contains(normalized, " к оператору") ||
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strings.Contains(normalized, " на оператора") ||
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strings.Contains(normalized, " с оператором") ||
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strings.Contains(normalized, " со специалистом") ||
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strings.Contains(normalized, " к специалисту") ||
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strings.Contains(normalized, " с человеком") ||
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strings.Contains(normalized, " с сотрудником") ||
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strings.Contains(normalized, " живой человек") ||
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strings.Contains(normalized, " живого человека") ||
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strings.Contains(normalized, " живым человеком") ||
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strings.Contains(normalized, " поговорить с кем") ||
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strings.Contains(normalized, " поговорить со ") ||
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strings.Contains(normalized, " реальный человек") ||
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strings.Contains(normalized, " живой есть") ||
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strings.Contains(normalized, " есть живой") ||
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strings.Contains(normalized, " есть кто живой") ||
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strings.Contains(normalized, " можно человека") ||
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strings.Contains(normalized, " дай человека") ||
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strings.Contains(normalized, " дай оператора") {
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return true
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}
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// English handoff patterns
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englishTargets := []string{
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"operator", "agent", "human", "representative", "person", "specialist", "someone", "support",
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}
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englishActions := []string{
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"talk to", "speak to", "speak with", "connect", "transfer", "get me", "call", "reach", "need", "want", "let me",
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}
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for _, action := range englishActions {
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if strings.Contains(normalized, " "+action) {
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for _, target := range englishTargets {
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if strings.Contains(normalized, " "+target) {
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return true
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}
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}
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}
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}
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if strings.Contains(normalized, " real person ") ||
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strings.Contains(normalized, " live agent ") ||
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strings.Contains(normalized, " live person ") ||
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strings.Contains(normalized, " human agent ") ||
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strings.Contains(normalized, " human please ") ||
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strings.Contains(normalized, " customer service ") ||
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strings.Contains(normalized, " human support ") ||
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strings.Contains(normalized, " talk to someone ") ||
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strings.Contains(normalized, " speak to someone ") ||
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strings.Contains(normalized, " representative please ") ||
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strings.Contains(normalized, " representative ") {
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return true
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}
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// Spanish handoff patterns
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if strings.Contains(normalized, " hablar con ") ||
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strings.Contains(normalized, " pasar con ") ||
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strings.Contains(normalized, " contactar con ") ||
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strings.Contains(normalized, " quiero hablar con ") ||
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strings.Contains(normalized, " necesito hablar con ") {
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if strings.Contains(normalized, " persona") ||
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strings.Contains(normalized, " humano") ||
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strings.Contains(normalized, " agente") ||
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strings.Contains(normalized, " operador") ||
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strings.Contains(normalized, " alguien") {
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return true
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}
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}
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if strings.Contains(normalized, " atencion al cliente") ||
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strings.Contains(normalized, " persona real") ||
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strings.Contains(normalized, " agente humano") {
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return true
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}
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// German handoff patterns
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if strings.Contains(normalized, " mitarbeiter ") ||
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strings.Contains(normalized, " echter mensch ") ||
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strings.Contains(normalized, " mit jemandem sprechen ") {
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return true
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}
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// French handoff patterns
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if strings.Contains(normalized, " parler a quelqu un ") ||
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strings.Contains(normalized, " conseiller ") ||
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strings.Contains(normalized, " agent humain ") ||
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strings.Contains(normalized, " etre mis en relation ") {
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return true
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}
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return false
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}
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// IsModelClaimingHandoff checks whether an AI model's text reply claims that it is
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// transferring, connecting, or forwarding the conversation to a human operator/agent.
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func IsModelClaimingHandoff(text string) bool {
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raw := strings.TrimSpace(text)
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if raw == "" {
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return false
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}
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lower := strings.ToLower(raw)
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// Direct Russian phrases (exact matches)
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russianModelClaims := []string{
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"перевожу вас на оператора",
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"переключаю вас на оператора",
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"перевожу на оператора",
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"переключаю на оператора",
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"соединяю с оператором",
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"соединяю со специалистом",
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"передаю диалог оператору",
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"передаю ваш запрос оператору",
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"перевожу диалог на оператора",
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"переключаю на специалиста",
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"перевожу на специалиста",
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"соединяю с живым",
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"связываю вас с оператором",
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"сейчас переведу на оператора",
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"сейчас переключу на оператора",
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"перенаправляю оператору",
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"перенаправляю вас к оператору",
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"перенаправляю вас на оператора",
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"перенаправляю на оператора",
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"перенаправляю вас на специалиста",
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"перенаправляю на специалиста",
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"перенаправляю в службу поддержки",
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"перенаправляю вас",
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"передаю вас оператору",
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"передаю диалог",
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"направляю диалог",
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"направляю ваш запрос",
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}
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for _, claim := range russianModelClaims {
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if strings.Contains(lower, claim) {
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return true
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}
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}
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// Flexible Russian stem matching (Action + Target)
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// Catches arbitrary phrasing like "Похоже я не могу решить ваш вопрос, перенаправляю оператору. Ожидайте!"
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ruActionStems := []string{"перенаправл", "перевод", "переключ", "соедин", "передаю", "передаем", "передам", "направляю", "направляем", "направлю", "связываю", "свяжу"}
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ruTargetStems := []string{"оператор", "специалист", "сотрудник", "человек", "поддержк", "менеджер", "коллег", "живой"}
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for _, act := range ruActionStems {
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if strings.Contains(lower, act) {
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for _, tgt := range ruTargetStems {
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if strings.Contains(lower, tgt) {
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return true
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}
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}
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}
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}
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// English model handoff statements
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englishModelClaims := []string{
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"transferring you to an operator",
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"transferring you to an agent",
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"transferring you to a human",
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"transferring you to human",
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"transferring you to our support",
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"connecting you to an operator",
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"connecting you to an agent",
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"connecting you to a human",
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"connecting you with an agent",
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"connecting you with an operator",
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"routing you to an agent",
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"handing you over to",
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}
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for _, claim := range englishModelClaims {
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if strings.Contains(lower, claim) {
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return true
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}
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}
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// Flexible English stem matching (Action + Target)
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enActionStems := []string{"transfer", "connect", "rout", "hand over", "handing over", "forward", "pass you", "passing you"}
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enTargetStems := []string{"operator", "agent", "human", "specialist", "representative", "support", "colleague"}
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for _, act := range enActionStems {
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if strings.Contains(lower, act) {
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for _, tgt := range enTargetStems {
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if strings.Contains(lower, tgt) {
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return true
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}
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}
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}
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}
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// Chinese model handoff statements
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chineseModelClaims := []string{
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"为您转接人工",
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"正在为您转接",
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"为您接入人工",
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"转接人工客服",
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"转接人工",
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"已为您转接",
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}
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for _, claim := range chineseModelClaims {
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if strings.Contains(lower, claim) {
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return true
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}
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}
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// Flexible Chinese stem matching
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zhActionStems := []string{"转接", "转交", "接入", "转给", "转到", "交由"}
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zhTargetStems := []string{"人工", "客服", "专员", "同事"}
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for _, act := range zhActionStems {
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if strings.Contains(lower, act) {
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for _, tgt := range zhTargetStems {
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if strings.Contains(lower, tgt) {
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return true
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}
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}
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}
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}
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return false
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}
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