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