feat: 客服对话支持寒暄回复与跑题拒答

问候不再写入槽位；明显无关问题直接拒绝，知识库未命中时明确说明无法回答，并继续合理追问。 Co-authored-by: haijd <haijd@163.com>
2026-09-20 05:52:22 +00:00
parent cd67211043
commit 625a6a3a9d
4 changed files with 249 additions and 14 deletions
@@ -4,7 +4,17 @@ from typing import Any

 from .config_loader import business_config
 from .decision import evaluate_tree
-from .retrieval import retrieve_for_scheme
+from .intent import (
+    greeting_reply,
+    has_offtopic_topic,
+    is_domain_related,
+    is_greeting,
+    looks_like_question,
+    looks_off_topic,
+    refuse_reply,
+    should_write_slot,
+)
+from .retrieval import retrieve_for_scheme, retrieve_question
 from .session_store import (
    Session,
    looks_like_handoff,
@@ -25,34 +35,79 @@ def handle_message(session_id: str, message: str) -> dict[str, Any]:

    text = (message or "").strip()
    session.messages.append({"role": "user", "content": text})
+    nxt = next_slot_prompt(business_config.slots, session.slots)
+    next_prompt = nxt["prompt"] if nxt else None

    if looks_like_handoff(text, business_config.handoff_phrases):
        session.phase = "handoff"
        reply = "已为您标记转人工。请留下称呼与联系方式，销售同事会跟进。（原型：仅记录意图，未接 Chatwoot）"
        return _finish(session, reply, need_handoff=True)

-    # fill slots while collecting
-    if session.phase in ("collecting", "scheme_ready"):
+    # 寒暄：回问候 + 合理追问，绝不把 hello 写进槽位
+    if is_greeting(text):
+        return _finish(session, greeting_reply(next_prompt), asking_slot=nxt["id"] if nxt else None)
+
+    # 明显跑题：拒答并拉回当前追问
+    if looks_off_topic(text):
+        return _finish(
+            session,
+            refuse_reply("off_topic", next_prompt),
+            asking_slot=nxt["id"] if nxt else None,
+        )
+
+    # 业务相关自由提问：先查知识库；没命中则拒答，不强行灌槽
+    # 同时夹带明显跑题话题（如「记录仪能炒股吗」）→ 直接拒答
+    if looks_like_question(text) and is_domain_related(text):
+        if has_offtopic_topic(text):
+            return _finish(
+                session,
+                refuse_reply("off_topic", next_prompt),
+                asking_slot=nxt["id"] if nxt else None,
+            )
+        qa = retrieve_question(text)
+        if not qa.chunks:
+            return _finish(
+                session,
+                refuse_reply("kb_miss", next_prompt),
+                asking_slot=nxt["id"] if nxt else None,
+            )
+        lines = ["根据知识库，简要说明如下：", ""]
+        for citation in qa.chunks[:3]:
+            lines.append(f"- {citation.get('title')}：{citation.get('content')}")
+        if next_prompt and session.phase == "collecting":
+            lines.append("")
+            lines.append(f"若要继续匹配方案：{next_prompt}")
+        return _finish(session, "\n".join(lines), asking_slot=nxt["id"] if nxt else None)
+
+    # 正常收集槽位
+    if session.phase in ("collecting", "scheme_ready") and should_write_slot(text):
        session.slots = naive_fill_slots(text, business_config.slots, session.slots)

    nxt = next_slot_prompt(business_config.slots, session.slots)
    if nxt and session.phase == "collecting":
-        # first turn with empty slots: greet + first question
-        if len(session.messages) == 1 and not any(session.slots.values()):
-            # put first user utterance into first slot if they already answered something
-            session.slots = naive_fill_slots(text, business_config.slots, session.slots)
-            nxt = next_slot_prompt(business_config.slots, session.slots)
-        if nxt:
-            reply = nxt["prompt"]
-            return _finish(session, reply, asking_slot=nxt["id"])
+        reply = nxt["prompt"]
+        return _finish(session, reply, asking_slot=nxt["id"])

-    # all required (+ optional asked or filled) → scheme
+    # 槽位齐了 → 出方案；知识库完全无依据时明确说明无法背书
    decision = evaluate_tree(business_config.rules, session.slots)
    confidence = float(decision.get("confidence") or 0)
    need_handoff = bool(decision.get("handoff")) or confidence < business_config.handoff_confidence_below
    bundle = list(decision.get("product_bundle") or [])
    retrieval = retrieve_for_scheme(session.slots, bundle)

+    # 槽位内容本身不像业务需求，且检索也空 → 拒答
+    slot_blob = " ".join(str(v) for v in session.slots.values() if v)
+    if not is_domain_related(slot_blob) and not retrieval.chunks:
+        reply = refuse_reply("kb_miss", None)
+        session.phase = "collecting"
+        # 清空无效槽，避免一直卡在坏状态
+        session.slots = {}
+        first = next_slot_prompt(business_config.slots, session.slots)
+        if first:
+            reply = refuse_reply("off_topic", first["prompt"])
+            return _finish(session, reply, asking_slot=first["id"])
+        return _finish(session, reply)
+
    scheme = {
        "tech_line": decision.get("tech_line"),
        "product_bundle": bundle,
@@ -93,7 +148,7 @@ def handle_message(session_id: str, message: str) -> dict[str, Any]:
            lines.append(f"- {citation['title']}：{citation['content']}")
    else:
        lines.append("")
-        lines.append("知识库未给出可引用片段，请勿把上述组合当成已确认报价。")
+        lines.append("知识库未给出可引用片段，请勿把上述组合当成已确认报价。若问题超出资料范围，我无法保证回答准确。")
    if need_handoff or retrieval.warning:
        lines.append("")
        lines.append("建议转人工确认后再发给客户。可在右侧留下称呼和电话。")