211 lines
8.1 KiB
Go
211 lines
8.1 KiB
Go
package services
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import (
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"context"
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"fmt"
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"slices"
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"strings"
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"agent-desk/internal/ai"
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"agent-desk/internal/models"
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"agent-desk/internal/pkg/enums"
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"agent-desk/internal/pkg/errorsx"
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"agent-desk/internal/pkg/i18nx"
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"agent-desk/internal/pkg/utils"
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"agent-desk/internal/repositories"
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"github.com/mlogclub/simple/sqls"
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)
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var AICopilotService = newAICopilotService()
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func newAICopilotService() *aiCopilotService {
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return &aiCopilotService{
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chatFn: ai.LLM.Chat,
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}
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}
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type aiCopilotService struct {
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chatFn func(ctx context.Context, systemPrompt, userPrompt string) (*ai.ChatCompletionResult, error)
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}
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// SetChatFnForTest allows tests outside package services to override LLM chat logic.
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func (s *aiCopilotService) SetChatFnForTest(fn func(ctx context.Context, systemPrompt, userPrompt string) (*ai.ChatCompletionResult, error)) func() {
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prev := s.chatFn
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s.chatFn = fn
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return func() {
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s.chatFn = prev
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}
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}
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// SuggestReply analyzes recent conversation messages and produces a suggested draft reply for human operators.
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func (s *aiCopilotService) SuggestReply(ctx context.Context, conversationID int64, locale string) (string, error) {
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if conversationID <= 0 {
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return "", errorsx.InvalidParamI18n("error.e0064")
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}
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conversation := ConversationService.Get(conversationID)
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if conversation == nil {
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return "", errorsx.NotFoundI18n("error.e0116")
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}
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messages := repositories.MessageRepository.Find(
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sqls.DB(),
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sqls.NewCnd().Eq("conversation_id", conversationID).Desc("id").Limit(12),
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)
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if len(messages) == 0 {
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return "", errorsx.InvalidParamI18n("error.e0245")
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}
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slices.Reverse(messages)
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transcript := s.buildConversationTranscript(messages)
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if strings.TrimSpace(transcript) == "" {
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return "", errorsx.InvalidParamI18n("error.e0245")
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}
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systemPrompt, userPrompt := s.buildSuggestReplyPrompts(transcript, locale)
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result, err := s.chat(ctx, systemPrompt, userPrompt)
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if err != nil {
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return "", err
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}
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if result == nil || strings.TrimSpace(result.Content) == "" {
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return "", fmt.Errorf("empty reply suggestion from model")
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}
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return result.Content, nil
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}
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// SummarizeConversation produces a structured summary of the conversation for handoffs or resolution records.
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func (s *aiCopilotService) SummarizeConversation(ctx context.Context, conversationID int64, locale string) (string, error) {
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if conversationID <= 0 {
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return "", errorsx.InvalidParamI18n("error.e0064")
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}
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conversation := ConversationService.Get(conversationID)
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if conversation == nil {
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return "", errorsx.NotFoundI18n("error.e0116")
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}
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messages := repositories.MessageRepository.Find(
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sqls.DB(),
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sqls.NewCnd().Eq("conversation_id", conversationID).Desc("id").Limit(20),
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)
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if len(messages) == 0 {
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return "", errorsx.InvalidParamI18n("error.e0245")
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}
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slices.Reverse(messages)
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transcript := s.buildConversationTranscript(messages)
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if strings.TrimSpace(transcript) == "" {
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return "", errorsx.InvalidParamI18n("error.e0245")
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}
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systemPrompt, userPrompt := s.buildSummarizePrompts(transcript, locale)
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result, err := s.chat(ctx, systemPrompt, userPrompt)
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if err != nil {
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return "", err
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}
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if result == nil || strings.TrimSpace(result.Content) == "" {
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return "", fmt.Errorf("empty summary from model")
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}
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return result.Content, nil
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}
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func (s *aiCopilotService) chat(ctx context.Context, systemPrompt, userPrompt string) (*ai.ChatCompletionResult, error) {
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if s.chatFn != nil {
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return s.chatFn(ctx, systemPrompt, userPrompt)
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}
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return ai.LLM.Chat(ctx, systemPrompt, userPrompt)
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}
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func (s *aiCopilotService) buildConversationTranscript(messages []models.Message) string {
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var lines []string
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for _, msg := range messages {
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if msg.RecalledAt != nil || msg.SendStatus == enums.IMMessageStatusRecalled {
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continue
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}
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text := s.extractMessageText(msg)
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if text == "" {
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continue
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}
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switch msg.SenderType {
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case enums.IMSenderTypeCustomer:
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lines = append(lines, "Customer: "+text)
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case enums.IMSenderTypeAgent, enums.IMSenderTypeAI:
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lines = append(lines, "Agent: "+text)
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case enums.IMSenderTypeSystem:
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// System notifications are intentionally excluded from operator transcript
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}
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}
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return strings.Join(lines, "\n")
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}
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func (s *aiCopilotService) extractMessageText(msg models.Message) string {
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content := strings.TrimSpace(msg.Content)
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var text string
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switch msg.MessageType {
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case enums.IMMessageTypeHTML:
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summary := utils.BuildHTMLSummary(content)
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if summary != "" {
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text = summary
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} else {
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text = content
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}
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case enums.IMMessageTypeImage:
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if content != "" {
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text = fmt.Sprintf("[Image: %s]", content)
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} else {
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text = "[Image]"
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}
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case enums.IMMessageTypeAttachment:
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if content != "" {
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text = fmt.Sprintf("[Attachment: %s]", content)
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} else {
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text = "[Attachment]"
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}
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default:
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text = content
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}
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runes := []rune(text)
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if len(runes) > 2000 {
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return string(runes[:2000])
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}
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return text
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}
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func (s *aiCopilotService) buildSuggestReplyPrompts(transcript, locale string) (string, string) {
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normalized := i18nx.NormalizeLocale(locale)
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switch normalized {
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case i18nx.LocaleZhCN:
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systemPrompt := "你是一位专业的智能客服助手。请根据对话历史，为客服人员草拟一条针对客户最新诉求的专业、礼貌、准确且简洁的回复建议。回复语言必须与客户在对话中使用的语言保持一致。"
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userPrompt := "对话记录：\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\n请草拟一条回复建议："
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return systemPrompt, userPrompt
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case i18nx.LocaleRuRU:
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systemPrompt := "Вы — эксперт и ассистент оператора службы поддержки клиентов. На основе истории диалога составьте полезный, профессиональный, вежливый и краткий вариант ответа на последний запрос клиента. Ответ должен быть на том языке, на котором пишет клиент."
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userPrompt := "История диалога:\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\nПредложите вариант ответа:"
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return systemPrompt, userPrompt
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default:
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systemPrompt := "You are an expert customer support co-pilot. Based on the conversation history, draft a helpful, professional, polite, and concise reply to the customer's latest inquiry. Reply in the language used by the customer in the conversation."
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userPrompt := "Conversation history:\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\nDraft a suggested reply:"
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return systemPrompt, userPrompt
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}
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}
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func (s *aiCopilotService) buildSummarizePrompts(transcript, locale string) (string, string) {
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normalized := i18nx.NormalizeLocale(locale)
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switch normalized {
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case i18nx.LocaleZhCN:
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systemPrompt := "你是一位专业的客服对话总结助手。请提供此客服对话的简明扼要总结，包含：1. 核心问题/诉求，2. 已采取的措施/已提供的解答，3. 当前状态/后续跟进事项。"
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userPrompt := "对话记录：\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\n请总结此对话："
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return systemPrompt, userPrompt
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case i18nx.LocaleRuRU:
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systemPrompt := "Вы — ассистент по подведению итогов диалогов службы поддержки. Предоставьте краткую сводку диалога, включая: 1. Основная проблема / вопрос, 2. Принятые меры / предоставленные ответы, 3. Текущий статус / следующие шаги."
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userPrompt := "История диалога:\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\nПодведите итог диалога:"
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return systemPrompt, userPrompt
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default:
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systemPrompt := "You are a customer support summarizer. Provide a concise summary of this customer support conversation including: 1. Main Issue / Inquiry, 2. Actions taken / Answers provided, 3. Current Status / Next Steps."
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userPrompt := "Conversation history:\n<conversation_history>\n" + transcript + "\n</conversation_history>\n\nSummarize this conversation:"
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return systemPrompt, userPrompt
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}
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}
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