70 lines
2.6 KiB
Plaintext
70 lines
2.6 KiB
Plaintext
|
sequenceDiagram
|
||
|
|
participant WX as 企微消息
|
||
|
|
participant API as FastAPI
|
||
|
|
participant Router as MessageRouter
|
||
|
|
participant Score as ScoringService
|
||
|
|
participant Vip as VipService
|
||
|
|
participant DB as PostgreSQL
|
||
|
|
participant Redis as Redis
|
||
|
|
|
||
|
|
WX->>API: 员工消息回调
|
||
|
|
API->>Router: route_message(msg)
|
||
|
|
|
||
|
|
rect rgb(255, 240, 240)
|
||
|
|
Note over Router,Score: Step 1: VIP检测
|
||
|
|
Router->>Vip: is_vip(employee_id)
|
||
|
|
Vip->>Redis: GET vip_cache:{employee_id}
|
||
|
|
alt 缓存命中
|
||
|
|
Redis-->>Vip: is_vip=True/False
|
||
|
|
else 缓存未命中
|
||
|
|
Vip->>Vip: get_user_info(employee_id)
|
||
|
|
Vip->>Vip: _check_vip_rules(user_info)
|
||
|
|
Note over Vip: 规则: 总监及以上 或 关键部门
|
||
|
|
Vip->>Redis: SET vip_cache:{employee_id} EX 3600
|
||
|
|
end
|
||
|
|
Vip-->>Router: is_vip=True/False
|
||
|
|
end
|
||
|
|
|
||
|
|
rect rgb(255, 255, 220)
|
||
|
|
Note over Router,Score: Step 2: 情绪关键词检测
|
||
|
|
Router->>Score: detect_emotion(msg)
|
||
|
|
Score->>DB: SELECT FROM system_configs WHERE key LIKE 'emotion_keywords_%'
|
||
|
|
DB-->>Score: 关键词列表
|
||
|
|
Score->>Score: 遍历关键词匹配消息内容
|
||
|
|
Score-->>Router: emotion="urgent"
|
||
|
|
end
|
||
|
|
|
||
|
|
rect rgb(220, 255, 220)
|
||
|
|
Note over Router,Score: Step 3: 举手检测
|
||
|
|
Router->>Score: detect_hand_raise(msg)
|
||
|
|
Score->>DB: SELECT FROM system_configs WHERE key='hand_raise_keywords'
|
||
|
|
DB-->>Score: ["转人工","人工",...]
|
||
|
|
Score->>Score: 遍历关键词匹配
|
||
|
|
Score-->>Router: hand_raise=True
|
||
|
|
end
|
||
|
|
|
||
|
|
rect rgb(220, 220, 255)
|
||
|
|
Note over Router,Score: Step 4: 需介入检测
|
||
|
|
Router->>Score: detect_need_intervene(conv)
|
||
|
|
Score->>DB: SELECT COUNT FROM messages WHERE conversation_id=... AND sender_type='employee'
|
||
|
|
DB-->>Score: 员工消息数
|
||
|
|
Score->>DB: SELECT FROM system_configs WHERE key='intervene_round_threshold'
|
||
|
|
DB-->>Score: 3
|
||
|
|
Score->>Score: 员工连续追问 > 3轮?
|
||
|
|
Score-->>Router: need_intervene=True
|
||
|
|
end
|
||
|
|
|
||
|
|
rect rgb(255, 220, 255)
|
||
|
|
Note over Router,Score: Step 5: 紧急度计算
|
||
|
|
Router->>Score: calculate_urgency(conv, msg)
|
||
|
|
Score->>Score: base = keyword_score(1)
|
||
|
|
Score->>Score: + emotion_bonus(1)
|
||
|
|
Score->>Score: + vip_bonus(1)
|
||
|
|
Score->>Score: + repeat_bonus(1)
|
||
|
|
Score->>Score: total = min(5, base+emotion+vip+repeat)
|
||
|
|
Score-->>Router: urgency_score=4
|
||
|
|
end
|
||
|
|
|
||
|
|
Router->>DB: UPDATE conversations SET tags=..., urgency_score=4, is_vip=...
|
||
|
|
Router-->>API: 更新后的会话
|