66 lines
3.1 KiB
JavaScript
66 lines
3.1 KiB
JavaScript
'use strict';
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// 三级升级策略（旧 bridge escalation/manager 的 LibreDesk 版）：
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// Level 0 正常；Level 1 追加“是否转人工”；Level 2 私聊备注 + 分配人工。
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function createEscalation({ client, handoffUserId = 1 }) {
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function shouldEscalate(state, intent, kbConfidence, consecutiveFails, kbHitCount = 0) {
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const processed = Number(state && state.messagesProcessed) || 0;
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if (consecutiveFails >= 3) return { level: 2, reason: 'consecutive_fails' };
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if (processed > 8 && !(state && state.opportunityId)) return { level: 2, reason: 'long_no_lead' };
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if (intent === 'policy_faq' && kbConfidence === 'low' && kbHitCount === 0) return { level: 1, reason: 'low_kb_confidence' };
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if (kbConfidence === 'none' && !['product_search', 'sales_lead', 'order_tracking', 'inventory_check'].includes(intent)) return { level: 1, reason: 'no_kb_match' };
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if (processed > 5 && consecutiveFails >= 2) return { level: 1, reason: 'repeated_low_confidence' };
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return { level: 0, reason: null };
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}
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function appendEscalationOption(reply, query) {
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const text = String(reply || '').replace(/\s+$/, '');
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const hints = {
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zh: '您想转人工客服吗？',
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de: 'Möchten Sie mit einem Mitarbeiter sprechen?',
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fr: 'Souhaitez-vous parler à un conseiller ?',
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it: 'Vuole parlare con un operatore?',
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nl: 'Wilt u met een medewerker spreken?',
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};
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let lang = null;
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if (/[\u4e00-\u9fff]/.test(query)) lang = 'zh';
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else if (/[äöüß]/i.test(query)) lang = 'de';
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else if (/[éèêëàâùûîïôç]/i.test(query)) lang = 'fr';
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else if (/\b(hoe|voor|wilt|bent|geen|verzending|levering|bestelling)\b/i.test(query)) lang = 'nl';
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const option = lang ? `\n\n${hints[lang]} / Would you like to speak to a human agent?` : '\n\nWould you like to speak to a human agent?';
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return text + option;
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}
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async function escalateToHuman({ convUuid, trigger, history }) {
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const lines = [`Escalation trigger: ${trigger || 'unknown'}`];
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if (history && history.length) {
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lines.push('Recent context:');
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for (const m of history.slice(-4)) {
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const role = m.role === 'user' ? 'Customer' : 'AI';
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lines.push(` [${role}] ${String(m.content || '').slice(0, 150)}`);
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}
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}
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try {
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await client.sendPrivateNote(convUuid, lines.join('\n'));
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await client.assignUser(convUuid, handoffUserId);
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return true;
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} catch (err) {
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console.error(JSON.stringify({ ts: new Date().toISOString(), warn: `escalate failed: ${err.message}` }));
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return false;
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}
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}
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function applyEmotionStrategy(emotion) {
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switch (emotion) {
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case 'angry': return { skipAI: false, escalate: true, maxToolTurns: 2, tone: 'empathetic' };
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case 'frustrated': return { skipAI: false, escalate: false, maxToolTurns: 3, tone: 'patient' };
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case 'urgent': return { skipAI: false, escalate: false, maxToolTurns: 3, tone: 'direct' };
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default: return { skipAI: false, escalate: false, maxToolTurns: 5, tone: 'normal' };
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}
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}
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return { shouldEscalate, appendEscalationOption, escalateToHuman, applyEmotionStrategy };
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}
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module.exports = { createEscalation };
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