feat: 用 Ragflow 搭建鲜境方案客服

咨询台接 Ragflow 检索与示例知识库，支持追问、判定、引用和留资。

Co-authored-by: haijd <haijd@163.com>

engine/app/scheme_engine.py

@@ -59,8 +59,15 @@ def handle_message(session_id: str, message: str) -> dict[str, Any]:
         "summary": decision.get("summary"),
         "confidence": confidence,
         "rule_id": decision.get("rule_id"),
+        "retrieval_backend": retrieval.backend,
+        "retrieval_warning": retrieval.warning,
         "citations": [
-            {"id": c.get("id"), "title": c.get("title"), "content": c.get("content")}
+            {
+                "id": c.get("id"),
+                "title": c.get("title"),
+                "content": c.get("content"),
+                "score": c.get("score"),
+            }
             for c in retrieval.chunks
         ],
         "slots": dict(session.slots),
@@ -75,18 +82,24 @@ def handle_message(session_id: str, message: str) -> dict[str, Any]:
         f"推荐组合：{', '.join(bundle)}",
         f"说明：{scheme['summary']}",
         f"置信度：{confidence:.0%}",
+        f"检索：{retrieval.backend}",
     ]
+    if retrieval.warning:
+        lines.append(f"注意：{retrieval.warning}")
     if scheme["citations"]:
         lines.append("")
-        lines.append("知识依据（原型检索）：")
-        for c in scheme["citations"][:3]:
-            lines.append(f"- {c['title']}：{c['content']}")
-    if need_handoff:
-        lines.append("")
-        lines.append("系统建议转人工确认后再对外发送方案。回复「转人工」可进入人工流程。")
+        lines.append("知识依据：")
+        for citation in scheme["citations"][:3]:
+            lines.append(f"- {citation['title']}：{citation['content']}")
     else:
         lines.append("")
-        lines.append("可继续补充约束，或回复「转人工」交给销售。")
+        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。")
+    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。")
+    else:
+        lines.append("")
+        lines.append("可继续补充约束，或留下联系方式转销售确认。")
 
     reply = "\n".join(lines)
     return _finish(session, reply, scheme=scheme, need_handoff=need_handoff)