285 lines
10 KiB
Python
285 lines
10 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — Dify 分诊服务
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# =============================================================================
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# 说明：对接 Dify OpenAI 兼容接口，调用独立分诊应用进行问题分析。
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# 功能：
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# 1. analyze — 首次分诊分析，将问题拆分为分步选择题
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# 2. get_next_step — 根据已选选项动态调整后续步骤
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# 3. generate_reply — 根据收集的上下文生成最终回复
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# 降级处理：Dify 不可用时返回友好错误，不中断主流程。
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# =============================================================================
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import json
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import logging
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from typing import Any, Dict, List, Optional
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import httpx
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from app.config import settings
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logger = logging.getLogger(__name__)
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# =============================================================================
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# Dify 分诊 System Prompt
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# =============================================================================
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TRIAGE_SYSTEM_PROMPT = """你是IT服务台智能分诊引擎，负责分析员工IT问题并拆分为分步选择题。
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## 任务目标
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1. 识别问题类型（硬件/软件/网络/安全/账号/其他）和具体分类
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2. 评估置信度（0.0-1.0）和紧急度（high/medium/low）
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3. 将复杂问题拆分为分步选择题（简单问题1-2步，复杂问题3-5步）
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4. 每步最多4个选项，每个选项分配概率（0-1），所有选项概率之和为1
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5. 推荐路由渠道（ai_self/human/auto_approval）
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## 紧急度规则
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- 消息含"紧急/马上/宕机/无法工作/崩溃/死机/蓝屏"→high
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- 消息含"报错/失败/连不上/打不开/不能用"→medium
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- 其余→low
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## 排除选项
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excluded_options 中的选项不出现在后续步骤中。
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## 输出约束
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必须输出合法JSON，不要输出解释性文字。JSON格式如下：
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{
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"triage_type": "confirm|transfer|approval",
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"confidence": 0.85,
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"urgency": "high|medium|low",
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"problem_type": "硬件|软件|网络|安全|账号|其他",
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"problem_category": "Outlook",
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"suggested_route": "ai_self|human|auto_approval",
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"matched_knowledge": "匹配到的知识条目描述",
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"match_score": 0.89,
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"context_tags": ["标签1", "标签2"],
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"triage_steps": [
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{
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"question": "步骤问题文本",
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"options": [
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{"label": "选项A", "probability": 0.68},
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{"label": "选项B", "probability": 0.22}
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]
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}
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],
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"total_steps": 3,
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"reply": "AI回复文本（当triage_type=confirm时，引导员工选择）"
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}
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## 置信度评估
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基于知识库匹配度、问题清晰度、上下文完整度综合评估。"""
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class DifyTriageService:
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"""Dify 分诊应用对接服务。
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通过 OpenAI 兼容接口调用 Dify 独立分诊应用，
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支持首次分析、动态步骤调整和最终回复生成。
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Attributes:
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api_url: Dify OpenAI 兼容接口地址
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api_key: Dify API Key
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timeout: 请求超时时间（秒）
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"""
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def __init__(self):
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"""初始化 Dify 分诊服务。"""
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self.api_url = settings.dify_triage_api_url
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self.api_key = settings.dify_triage_api_key
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self.timeout = settings.dify_triage_timeout
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def is_available(self) -> bool:
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"""检查 Dify 分诊服务是否可用。
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Returns:
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bool: API URL 和 Key 均已配置时返回 True
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"""
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return bool(self.api_url and self.api_key)
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async def analyze(
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self,
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question: str,
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context: Optional[List[str]] = None,
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excluded_options: Optional[List[str]] = None,
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step_index: int = 0,
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) -> Dict[str, Any]:
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"""调用 Dify 分诊应用进行首次分析。
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Args:
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question: 员工问题文本
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context: 已收集的上下文标签（分步选择中累积）
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excluded_options: 坐席已排除的选项标签
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step_index: 当前步骤序号（0=首次分诊）
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Returns:
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Dict[str, Any]: Dify 返回的分诊结果 JSON
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Raises:
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RuntimeError: Dify 不可用或返回格式错误
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"""
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if not self.is_available():
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logger.warning("Dify 分诊服务未配置，降级处理")
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raise RuntimeError("Dify 分诊服务未配置")
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# 构建用户消息内容（JSON 格式传入输入参数）
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user_content = json.dumps(
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{
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"question": question,
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"collected_context": context or [],
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"excluded_options": excluded_options or [],
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"step_index": step_index,
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},
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ensure_ascii=False,
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)
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try:
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async with httpx.AsyncClient(timeout=self.timeout) as client:
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resp = await client.post(
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f"{self.api_url}/v1/chat/completions",
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headers={
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"Authorization": f"Bearer {self.api_key}",
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"Content-Type": "application/json",
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},
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json={
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"model": "triage-engine",
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"messages": [
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{
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"role": "system",
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"content": TRIAGE_SYSTEM_PROMPT,
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},
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{"role": "user", "content": user_content},
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],
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"temperature": 0.3,
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"max_tokens": 2000,
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},
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)
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resp.raise_for_status()
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# 解析 OpenAI 兼容响应格式
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resp_data = resp.json()
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content = resp_data["choices"][0]["message"]["content"]
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# Dify 返回的是 JSON 字符串，需要解析
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# 兼容 markdown 代码块包裹的 JSON
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content = content.strip()
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if content.startswith("```json"):
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content = content[7:]
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if content.startswith("```"):
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content = content[3:]
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if content.endswith("```"):
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content = content[:-3]
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content = content.strip()
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result = json.loads(content)
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logger.info(
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"Dify 分诊分析成功: problem_type=%s, confidence=%s, urgency=%s",
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result.get("problem_type"),
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result.get("confidence"),
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result.get("urgency"),
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)
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return result
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except httpx.TimeoutException:
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logger.error("Dify 分诊请求超时（%s秒）", self.timeout)
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raise RuntimeError(f"Dify 分诊请求超时（{self.timeout}秒）")
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except httpx.HTTPStatusError as e:
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logger.error("Dify 分诊 HTTP 错误: %s, status=%s", e, e.response.status_code)
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raise RuntimeError(f"Dify 分诊服务返回错误: {e.response.status_code}")
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except json.JSONDecodeError as e:
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logger.error("Dify 分诊返回 JSON 解析失败: %s", e)
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raise RuntimeError("Dify 分诊返回格式错误")
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except Exception as e:
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logger.error("Dify 分诊调用异常: %s", e, exc_info=True)
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raise RuntimeError(f"Dify 分诊调用异常: {e}")
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async def generate_reply(
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self,
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question: str,
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collected_context: List[str],
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) -> Dict[str, Any]:
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"""根据收集的上下文生成最终回复。
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Args:
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question: 原始问题文本
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collected_context: 分诊过程中收集的所有上下文
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Returns:
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Dict[str, Any]: 包含 reply 和 confidence 的字典
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Raises:
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RuntimeError: Dify 不可用或返回格式错误
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"""
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if not self.is_available():
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logger.warning("Dify 分诊服务未配置，降级处理（生成回复）")
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raise RuntimeError("Dify 分诊服务未配置")
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user_content = json.dumps(
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{
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"question": question,
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"collected_context": collected_context,
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"excluded_options": [],
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"step_index": -1, # -1 表示最终回复生成
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},
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ensure_ascii=False,
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)
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try:
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async with httpx.AsyncClient(timeout=self.timeout) as client:
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resp = await client.post(
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f"{self.api_url}/v1/chat/completions",
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headers={
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"Authorization": f"Bearer {self.api_key}",
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"Content-Type": "application/json",
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},
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json={
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"model": "triage-engine",
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"messages": [
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{
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"role": "system",
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"content": TRIAGE_SYSTEM_PROMPT,
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},
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{"role": "user", "content": user_content},
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],
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"temperature": 0.3,
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"max_tokens": 2000,
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},
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)
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resp.raise_for_status()
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resp_data = resp.json()
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content = resp_data["choices"][0]["message"]["content"]
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content = content.strip()
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if content.startswith("```json"):
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content = content[7:]
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if content.startswith("```"):
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content = content[3:]
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if content.endswith("```"):
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content = content[:-3]
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content = content.strip()
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result = json.loads(content)
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return {
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"reply": result.get("reply", ""),
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"confidence": result.get("confidence", 0.0),
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}
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except Exception as e:
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logger.error("Dify 分诊生成回复异常: %s", e, exc_info=True)
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raise RuntimeError(f"Dify 分诊生成回复异常: {e}")
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# 单例
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_dify_triage_service: Optional[DifyTriageService] = None
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def get_dify_triage_service() -> DifyTriageService:
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"""获取 DifyTriageService 单例。
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Returns:
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DifyTriageService: 单例实例
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"""
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global _dify_triage_service
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if _dify_triage_service is None:
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_dify_triage_service = DifyTriageService()
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return _dify_triage_service
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