107 lines
4.6 KiB
Plaintext
107 lines
4.6 KiB
Plaintext
|
sequenceDiagram
|
|||
|
|
actor 员工 as 👤 员工
|
|||
|
|
actor 坐席 as 👤 坐席
|
|||
|
|
actor 训练师 as 👤 AI训练师
|
|||
|
|
participant H5 as H5前端
|
|||
|
|
participant AgentFE as 坐席控制台
|
|||
|
|
participant API as FastAPI
|
|||
|
|
participant KIS as KnowledgeIterationService
|
|||
|
|
participant WS as WingmanService
|
|||
|
|
participant Dify as Dify AI Platform
|
|||
|
|
participant DB as PostgreSQL
|
|||
|
|
participant NEO as Neo4jClient
|
|||
|
|
participant N4J as Neo4j 图数据库
|
|||
|
|
|
|||
|
|
Note over 员工,N4J: === 通道 A: 会话→Dify→建议 ===
|
|||
|
|
|
|||
|
|
员工->>H5: 发送 IT 问题（如"VPN 连不上"）
|
|||
|
|
H5->>API: POST /api/h5/conversations/current/messages
|
|||
|
|
API->>Dify: 调用 Dify Agent（员工端 AI）
|
|||
|
|
Dify-->>API: AI 回复 + confidence: 0.62
|
|||
|
|
API-->>H5: 返回消息（含 confidence）
|
|||
|
|
|
|||
|
|
alt confidence < 0.7（门控触发）
|
|||
|
|
H5->>H5: 渲染「转人工」卡片 + 已收集上下文
|
|||
|
|
员工->>H5: 点击「转人工」
|
|||
|
|
H5->>API: POST 转人工请求（附上下文快照）
|
|||
|
|
end
|
|||
|
|
|
|||
|
|
Note over API,N4J: === 会话结束后触发分析 ===
|
|||
|
|
|
|||
|
|
API->>KIS: analyze_and_generate_suggestions(db, days=7)
|
|||
|
|
KIS->>DB: 查询过去N天转人工/标注为无用 的会话
|
|||
|
|
DB-->>KIS: 返回候选数据
|
|||
|
|
|
|||
|
|
loop 每个候选会话
|
|||
|
|
KIS->>WS: generate_knowledge_suggestion(context_messages)
|
|||
|
|
WS->>WS: _build_context_messages(messages, KN_SUGGEST_PROMPT)
|
|||
|
|
WS->>Dify: _call_wingman_api(context_messages)
|
|||
|
|
Dify-->>WS: 结构化 JSON（title/content/category/tags/confidence/issue/action/relation）
|
|||
|
|
WS->>WS: _parse_json_response(content, default)
|
|||
|
|
WS-->>KIS: dict {title, content, category, confidence, issue, action, ...}
|
|||
|
|
|
|||
|
|
KIS->>KIS: _auto_tag_audience(source_type, source_data)
|
|||
|
|
Note over KIS: source_session_type=="employee" → employee_quick_reply<br/>source_session_type=="engineer" → engineer_workguide
|
|||
|
|
|
|||
|
|
KIS->>DB: INSERT KnowledgeSuggestion（status=pending, 含图字段）
|
|||
|
|
end
|
|||
|
|
|
|||
|
|
KIS->>API: 返回分析结果统计
|
|||
|
|
|
|||
|
|
Note over 坐席,N4J: === D7 内联审批 ===
|
|||
|
|
|
|||
|
|
坐席->>AgentFE: 浏览会话中的提案卡片
|
|||
|
|
AgentFE->>API: GET /api/admin/knowledge-iteration/suggestions?status=pending
|
|||
|
|
API-->>AgentFE: 提案列表（含拓扑预览、confidence、audience）
|
|||
|
|
|
|||
|
|
alt 坐席选择「内联审批」
|
|||
|
|
坐席->>AgentFE: 在会话内联卡片点击「采纳」
|
|||
|
|
AgentFE->>API: POST /api/admin/knowledge-iteration/suggestions/{id}/approve
|
|||
|
|
Note over API: 鉴权: require_admin / require_trainer
|
|||
|
|
|
|||
|
|
API->>KIS: approve_suggestion(db, suggestion_id, reviewer_id)
|
|||
|
|
KIS->>DB: UPDATE status=approved, reviewed_at=now()
|
|||
|
|
KIS->>DB: INSERT KnowledgeBase (含 graph_sync_status=pending)
|
|||
|
|
KIS->>DB: UPDATE suggestion status=applied
|
|||
|
|
|
|||
|
|
Note over KIS,N4J: D1 解读2·直接写图
|
|||
|
|
|
|||
|
|
KIS->>NEO: merge_issue(issue_name, category, props)
|
|||
|
|
NEO->>N4J: MERGE (i:Issue {name: $name}) ON CREATE SET i+=$props
|
|||
|
|
N4J-->>NEO: IssueNode(uuid=...)
|
|||
|
|
|
|||
|
|
KIS->>NEO: merge_action(action_name, props)
|
|||
|
|
NEO->>N4J: MERGE (a:Action {name: $name}) ON CREATE SET a+=$props
|
|||
|
|
N4J-->>NEO: ActionNode(uuid=...)
|
|||
|
|
|
|||
|
|
KIS->>NEO: create_relation(issue_uuid, action_uuid, rel)
|
|||
|
|
NEO->>N4J: MATCH (i),(a) WHERE i.uuid=$i AND a.uuid=$a CREATE (i)-[:LEADS_TO {order:$o,weight:$w}]->(a)
|
|||
|
|
|
|||
|
|
KIS->>DB: UPDATE suggestion graph_sync_status=synced
|
|||
|
|
KIS->>DB: UPDATE KnowledgeBase graph_sync_status=synced, graph_node_uuid=...
|
|||
|
|
|
|||
|
|
API-->>AgentFE: 200 OK（含更新后提案）
|
|||
|
|
else 坐席选择「驳回」
|
|||
|
|
AgentFE->>API: POST /api/admin/knowledge-iteration/suggestions/{id}/reject {reject_reason}
|
|||
|
|
API->>KIS: reject_suggestion(db, id, reviewer_id, reason)
|
|||
|
|
KIS->>DB: UPDATE status=rejected
|
|||
|
|
API-->>AgentFE: 200 OK
|
|||
|
|
else 坐席选择「改写」
|
|||
|
|
AgentFE->>API: POST /api/admin/knowledge-iteration/suggestions/{id}/rewrite {title, content, ...}
|
|||
|
|
API->>KIS: rewrite_suggestion(db, id, reviewer_id, data)
|
|||
|
|
KIS->>DB: UPDATE title/content/category/tags/confidence...
|
|||
|
|
KIS->>DB: UPDATE status=pending（重新审批）
|
|||
|
|
API-->>AgentFE: 200 OK
|
|||
|
|
end
|
|||
|
|
|
|||
|
|
Note over 训练师,N4J: === D7 独立队列（未处理提案） ===
|
|||
|
|
|
|||
|
|
训练师->>AgentFE: 打开独立队列页
|
|||
|
|
AgentFE->>API: GET /api/admin/approval-queue/queued?status=pending
|
|||
|
|
Note over API: 未处理的=SESSION_CLOSED 后仍 pending 的提案<br/>或手动标记 queued
|
|||
|
|
API-->>AgentFE: 队列列表
|
|||
|
|
|
|||
|
|
训练师->>AgentFE: 审核队列中的提案
|
|||
|
|
AgentFE->>API: POST /api/admin/approval-queue/{id}/dequeue-approve
|
|||
|
|
Note over API,N4J: 同 approve_suggestion 流程→写图
|