512 lines
16 KiB
Go
512 lines
16 KiB
Go
package biz
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import (
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"context"
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"fmt"
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"strings"
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"time"
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contextpkg "eino-project/internal/domain/context"
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"eino-project/internal/domain/monitor"
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"eino-project/internal/domain/vector"
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"github.com/go-kratos/kratos/v2/log"
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)
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// CustomerRepo 智能客服数据仓库接口
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type CustomerRepo interface {
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CheckSystemHealth(ctx context.Context) map[string]ServiceStatus
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}
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// CustomerUseCase 智能客服业务逻辑
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type CustomerUseCase struct {
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repo CustomerRepo
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knowledgeSearcher vector.KnowledgeSearcher
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docProcessor vector.DocumentProcessor
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log *log.Helper
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contextManager contextpkg.ContextManager
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monitor monitor.Monitor
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}
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// NewCustomerUseCase 创建客户服务用例
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func NewCustomerUseCase(repo CustomerRepo, logger log.Logger, knowledgeSearcher vector.KnowledgeSearcher, docProcessor vector.DocumentProcessor, contextManager contextpkg.ContextManager, monitor monitor.Monitor) *CustomerUseCase {
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return &CustomerUseCase{
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repo: repo,
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log: log.NewHelper(logger),
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knowledgeSearcher: knowledgeSearcher,
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docProcessor: docProcessor,
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contextManager: contextManager,
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monitor: monitor,
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}
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}
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// SystemStatus 系统状态信息
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type SystemStatus struct {
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Status bool `json:"status"`
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Services map[string]ServiceStatus `json:"services"`
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Version string `json:"version"`
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}
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// ServiceStatus 服务状态
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type ServiceStatus struct {
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Name string `json:"name"`
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Status bool `json:"status"`
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Message string `json:"message"`
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}
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// Session 会话信息
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type Session struct {
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SessionID string `json:"session_id"`
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Title string `json:"title"`
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CreatedAt time.Time `json:"created_at"`
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}
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// ChatMessage 聊天消息
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type ChatMessage struct {
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SessionID string `json:"session_id"`
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Message string `json:"message"`
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Timestamp time.Time `json:"timestamp"`
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Type string `json:"type"`
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}
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// KnowledgeDocument 知识库文档
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type KnowledgeDocument struct {
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ID string `json:"id"`
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FileName string `json:"file_name"`
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FileType string `json:"file_type"`
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ContentPreview string `json:"content_preview"`
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UploadTime time.Time `json:"upload_time"`
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Status string `json:"status"`
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}
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// OrderDetails 订单详情
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type OrderDetails struct {
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OrderID string `json:"order_id"`
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Status string `json:"status"`
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Product string `json:"product"`
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Amount float64 `json:"amount"`
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CreateTime time.Time `json:"create_time"`
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NeedAI bool `json:"need_ai"`
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}
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// GetSystemStatus 获取系统状态
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func (uc *CustomerUseCase) GetSystemStatus(ctx context.Context) (*SystemStatus, error) {
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uc.log.WithContext(ctx).Info("Getting system status")
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// 通过数据仓库检查系统健康状态
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services := uc.repo.CheckSystemHealth(ctx)
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// 计算整体系统状态
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overallStatus := true
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for _, service := range services {
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if !service.Status {
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overallStatus = false
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break
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}
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}
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return &SystemStatus{
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Status: overallStatus,
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Services: services,
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Version: "1.0.0",
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}, nil
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}
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// CreateSession 创建新会话
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func (uc *CustomerUseCase) CreateSession(ctx context.Context, title string) (*Session, error) {
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uc.log.WithContext(ctx).Infof("Creating new session with title: %s", title)
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// 生成会话ID（简单实现）
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sessionID := generateSessionID()
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session := &Session{
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SessionID: sessionID,
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Title: title,
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CreatedAt: time.Now(),
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}
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return session, nil
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}
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// GetSessions 获取会话列表
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func (uc *CustomerUseCase) GetSessions(ctx context.Context) ([]*Session, error) {
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uc.log.WithContext(ctx).Info("Getting sessions list")
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// Mock 数据
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sessions := []*Session{
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{
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SessionID: "session_001",
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Title: "产品咨询 - iPhone 15 Pro",
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CreatedAt: time.Now().Add(-2 * time.Hour),
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},
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{
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SessionID: "session_002",
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Title: "订单问题 - 退换货流程",
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CreatedAt: time.Now().Add(-1 * time.Hour),
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},
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{
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SessionID: "session_003",
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Title: "技术支持 - 软件安装问题",
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CreatedAt: time.Now().Add(-30 * time.Minute),
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},
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}
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return sessions, nil
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}
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// ProcessChat 处理聊天消息
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func (uc *CustomerUseCase) ProcessChat(ctx context.Context, sessionID, message string) (*ChatMessage, error) {
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uc.log.WithContext(ctx).Infof("Processing chat message for session: %s", sessionID)
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// 简单的消息处理逻辑
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chatMessage := &ChatMessage{
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SessionID: sessionID,
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Message: "收到您的消息：" + message + "。我正在为您处理，请稍候...",
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Timestamp: time.Now(),
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Type: "text",
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}
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return chatMessage, nil
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}
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// ListKnowledge 获取知识库文档列表
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func (uc *CustomerUseCase) ListKnowledge(ctx context.Context) ([]*KnowledgeDocument, error) {
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uc.log.WithContext(ctx).Info("Getting knowledge documents list")
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// Mock 数据
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documents := []*KnowledgeDocument{
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{
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ID: "doc_001",
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FileName: "产品使用手册.pdf",
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FileType: "pdf",
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ContentPreview: "本手册详细介绍了产品的使用方法和注意事项...",
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UploadTime: time.Now().Add(-24 * time.Hour),
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Status: "active",
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},
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{
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ID: "doc_002",
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FileName: "常见问题解答.txt",
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FileType: "txt",
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ContentPreview: "Q: 如何重置密码？A: 请点击登录页面的忘记密码链接...",
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UploadTime: time.Now().Add(-12 * time.Hour),
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Status: "active",
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},
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{
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ID: "doc_003",
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FileName: "售后服务政策.docx",
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FileType: "docx",
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ContentPreview: "我们提供7天无理由退货，30天质量保证服务...",
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UploadTime: time.Now().Add(-6 * time.Hour),
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Status: "active",
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},
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}
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return documents, nil
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}
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// QueryOrder 查询订单信息
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func (uc *CustomerUseCase) QueryOrder(ctx context.Context, orderID string) (*OrderDetails, error) {
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uc.log.WithContext(ctx).Infof("Querying order: %s", orderID)
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// Mock 订单数据
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orders := map[string]*OrderDetails{
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"ORD001": {
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OrderID: "ORD001",
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Status: "已发货",
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Product: "iPhone 15 Pro 256GB 深空黑色",
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Amount: 8999.00,
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CreateTime: time.Now().Add(-48 * time.Hour),
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NeedAI: false,
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},
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"ORD002": {
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OrderID: "ORD002",
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Status: "处理中",
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Product: "MacBook Pro 14英寸 M3芯片",
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Amount: 14999.00,
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CreateTime: time.Now().Add(-24 * time.Hour),
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NeedAI: true,
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},
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"ORD003": {
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OrderID: "ORD003",
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Status: "已完成",
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Product: "AirPods Pro 第二代",
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Amount: 1899.00,
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CreateTime: time.Now().Add(-72 * time.Hour),
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NeedAI: false,
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},
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}
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order, exists := orders[orderID]
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if !exists {
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return nil, ErrOrderNotFound
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}
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return order, nil
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}
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// generateSessionID 生成会话ID
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func generateSessionID() string {
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return "session_" + time.Now().Format("20060102150405")
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}
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// SearchKnowledge 搜索知识库
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func (uc *CustomerUseCase) SearchKnowledge(ctx context.Context, query string, limit int) ([]vector.SearchResult, error) {
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uc.log.WithContext(ctx).Infof("Searching knowledge for query: %s", query)
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if limit <= 0 {
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limit = 5
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}
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results, err := uc.knowledgeSearcher.SearchKnowledge(ctx, query, limit)
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if err != nil {
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uc.log.WithContext(ctx).Errorf("Failed to search knowledge: %v", err)
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return nil, fmt.Errorf("知识库搜索失败: %w", err)
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}
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uc.log.WithContext(ctx).Infof("Found %d knowledge results", len(results))
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return results, nil
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}
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// ProcessKnowledgeUpload 处理知识库文档上传
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func (uc *CustomerUseCase) ProcessKnowledgeUpload(ctx context.Context, content, title, category string) error {
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uc.log.WithContext(ctx).Infof("Processing knowledge upload: %s", title)
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if strings.TrimSpace(content) == "" {
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return fmt.Errorf("文档内容不能为空")
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}
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if strings.TrimSpace(title) == "" {
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return fmt.Errorf("文档标题不能为空")
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}
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// 处理文档并存储到向量数据库
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documents, err := uc.docProcessor.ProcessKnowledgeDocument(ctx, content, title, category)
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if err != nil {
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uc.log.WithContext(ctx).Errorf("Failed to process knowledge document: %v", err)
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return fmt.Errorf("文档处理失败: %w", err)
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}
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uc.log.WithContext(ctx).Infof("Successfully processed knowledge document '%s' into %d chunks", title, len(documents))
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return nil
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}
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// GetKnowledgeSummary 获取知识摘要
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func (uc *CustomerUseCase) GetKnowledgeSummary(ctx context.Context, query string) (string, error) {
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uc.log.WithContext(ctx).Infof("Getting knowledge summary for query: %s", query)
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summary, err := uc.knowledgeSearcher.GetKnowledgeSummary(ctx, query)
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if err != nil {
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uc.log.WithContext(ctx).Errorf("Failed to get knowledge summary: %v", err)
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return "", fmt.Errorf("获取知识摘要失败: %w", err)
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}
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return summary, nil
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}
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// AnalyzeUserIntent 已废弃：改为使用 AIService.AnalyzeIntent（qwen3:8b）
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// 保留函数以避免外部调用崩溃，但将其标记为 deprecated，并直接返回 general_inquiry
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// Deprecated: use AIService.AnalyzeIntent instead.
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func (uc *CustomerUseCase) AnalyzeUserIntent(ctx context.Context, message string) (string, error) {
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uc.log.WithContext(ctx).Warn("AnalyzeUserIntent (rule-based) is deprecated, use AIService.AnalyzeIntent (LLM) instead")
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return "general_inquiry", nil
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}
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// ProcessIntelligentChat 处理智能聊天（结合知识库）
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func (uc *CustomerUseCase) ProcessIntelligentChat(ctx context.Context, message, sessionID string) (string, error) {
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startTime := time.Now()
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// 记录监控指标
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defer func() {
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duration := time.Since(startTime)
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uc.monitor.RecordRequest(ctx, "intelligent_chat", duration, true)
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uc.monitor.RecordKnowledgeOperation(ctx, "query")
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}()
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// 获取或创建对话上下文
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convCtx, err := uc.contextManager.GetContext(ctx, sessionID)
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if err != nil {
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// 创建新的上下文
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convCtx, err = uc.contextManager.CreateContext(ctx, sessionID, "default_user")
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if err != nil {
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uc.log.Errorf("Failed to create context: %v", err)
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}
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}
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// 添加用户消息到上下文
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if convCtx != nil {
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userMsg := contextpkg.Message{
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Role: "user",
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Content: message,
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}
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uc.contextManager.AddMessage(ctx, sessionID, userMsg)
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}
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// 搜索相关知识
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searchResults, err := uc.knowledgeSearcher.SearchKnowledge(ctx, message, 3)
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if err != nil {
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uc.log.Errorf("Failed to search knowledge: %v", err)
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uc.monitor.RecordVectorOperation(ctx, "search", false)
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return "抱歉，暂时无法获取相关信息，请稍后再试。", nil
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}
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uc.monitor.RecordVectorOperation(ctx, "search", true)
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// 构建上下文信息
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var contextInfo string
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if len(searchResults) > 0 {
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contextInfo = "基于以下相关信息：\n"
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for _, result := range searchResults {
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contextInfo += fmt.Sprintf("- %s (相关度: %.2f)\n", result.Document.Content, result.Score)
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}
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contextInfo += "\n"
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}
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// 获取历史对话上下文
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var historyContext string
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if convCtx != nil {
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recentMessages, err := uc.contextManager.GetRecentMessages(ctx, sessionID, 5)
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if err == nil && len(recentMessages) > 1 {
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historyContext = "基于我们之前的对话：\n"
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for _, msg := range recentMessages[:len(recentMessages)-1] { // 排除当前消息
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historyContext += fmt.Sprintf("%s: %s\n", msg.Role, msg.Content)
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}
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historyContext += "\n"
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}
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}
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// 生成智能回复
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response := ""
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if historyContext != "" {
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response += historyContext
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}
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if contextInfo != "" {
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response += contextInfo
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}
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response += "根据您的问题，我建议您："
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// 基于意图和知识库内容生成回复
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if strings.Contains(message, "订单") {
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response += "\n1. 检查订单状态和物流信息\n2. 如有问题可申请退换货\n3. 联系客服获取详细帮助"
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} else if strings.Contains(message, "技术") || strings.Contains(message, "问题") || strings.Contains(message, "错误") {
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response += "\n1. 查看相关技术文档和FAQ\n2. 尝试重启相关服务或清除缓存\n3. 检查网络连接和系统配置\n4. 如问题持续，请联系技术支持"
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} else if strings.Contains(message, "产品") || strings.Contains(message, "功能") {
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response += "\n1. 查看产品说明和使用指南\n2. 观看相关教程视频\n3. 尝试产品演示功能\n4. 联系销售顾问了解更多"
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} else {
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response += "\n1. 查看帮助文档和常见问题\n2. 使用搜索功能查找相关信息\n3. 联系在线客服获取实时帮助"
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}
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// 添加AI回复到上下文
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if convCtx != nil {
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assistantMsg := contextpkg.Message{
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Role: "assistant",
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Content: response,
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}
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uc.contextManager.AddMessage(ctx, sessionID, assistantMsg)
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}
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return response, nil
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}
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// handleOrderInquiry 处理订单咨询
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func (uc *CustomerUseCase) handleOrderInquiry(ctx context.Context, message string) string {
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// 尝试从消息中提取订单号
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orderID := extractOrderID(message)
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if orderID != "" {
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order, err := uc.QueryOrder(ctx, orderID)
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if err == nil {
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return fmt.Sprintf("您的订单 %s 状态为：%s。产品：%s，金额：%.2f元。",
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order.OrderID, order.Status, order.Product, order.Amount)
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}
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}
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return "请提供您的订单号，我来帮您查询订单状态。订单号通常以 ORD 开头。"
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}
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// handleProductInquiry 处理产品咨询
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func (uc *CustomerUseCase) handleProductInquiry(ctx context.Context, message string) string {
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// 搜索相关知识
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results, err := uc.SearchKnowledge(ctx, message, 3)
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if err != nil || len(results) == 0 {
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return "抱歉，我暂时没有找到相关的产品信息。请您详细描述您的问题，我会尽力为您解答。"
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}
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// 组合知识库内容
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var knowledgeContent []string
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for _, result := range results {
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if result.Score > 0.6 { // 只使用高相关性的内容
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knowledgeContent = append(knowledgeContent, result.Document.Content)
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}
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}
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if len(knowledgeContent) == 0 {
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return "抱歉，我没有找到与您问题高度相关的信息。请您提供更多详细信息。"
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}
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response := "根据我们的产品知识库，为您找到以下相关信息：\n\n"
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response += strings.Join(knowledgeContent, "\n\n")
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if len(response) > 500 {
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response = response[:500] + "...\n\n如需了解更多详细信息，请告诉我您具体想了解哪个方面。"
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}
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return response
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}
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// handleTechnicalSupport 处理技术支持
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func (uc *CustomerUseCase) handleTechnicalSupport(ctx context.Context, message string) string {
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// 搜索技术相关知识
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results, err := uc.SearchKnowledge(ctx, message+" 技术支持 解决方案", 3)
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if err != nil || len(results) == 0 {
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return "我理解您遇到了技术问题。请详细描述您的问题，包括：\n1. 具体的错误信息\n2. 操作步骤\n3. 使用的设备和系统\n我会为您提供针对性的解决方案。"
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}
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// 组合技术支持内容
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var supportContent []string
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for _, result := range results {
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if result.Score > 0.5 {
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supportContent = append(supportContent, result.Document.Content)
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}
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}
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if len(supportContent) == 0 {
|
||
return "请提供更多关于您技术问题的详细信息，我会为您查找相应的解决方案。"
|
||
}
|
||
|
||
response := "根据您的问题，我为您找到以下解决方案：\n\n"
|
||
response += strings.Join(supportContent, "\n\n")
|
||
|
||
if len(response) > 600 {
|
||
response = response[:600] + "...\n\n如果以上方案无法解决您的问题，请联系我们的技术支持团队。"
|
||
}
|
||
|
||
return response
|
||
}
|
||
|
||
// handleGeneralInquiry 处理一般咨询
|
||
func (uc *CustomerUseCase) handleGeneralInquiry(ctx context.Context, message string) string {
|
||
// 搜索相关知识
|
||
results, err := uc.SearchKnowledge(ctx, message, 2)
|
||
if err != nil || len(results) == 0 {
|
||
return "您好！我是智能客服助手，很高兴为您服务。请告诉我您需要什么帮助，我可以协助您：\n• 查询订单状态\n• 产品使用指导\n• 技术问题解答\n• 售后服务咨询"
|
||
}
|
||
|
||
// 使用最相关的知识回答
|
||
if results[0].Score > 0.7 {
|
||
return "根据您的问题，我为您找到以下信息：\n\n" + results[0].Document.Content
|
||
}
|
||
|
||
return "我理解您的问题。请您提供更多详细信息，这样我能为您提供更准确的帮助。"
|
||
}
|
||
|
||
// extractOrderID 从消息中提取订单号
|
||
func extractOrderID(message string) string {
|
||
// 简单的订单号提取逻辑
|
||
words := strings.Fields(strings.ToUpper(message))
|
||
for _, word := range words {
|
||
if strings.HasPrefix(word, "ORD") && len(word) >= 6 {
|
||
return word
|
||
}
|
||
}
|
||
return ""
|
||
}
|