sync: migrate ai-operator to Gitea (2026-08-10)

internal/handoff/detector.go

@@ -0,0 +1,77 @@
+package handoff
+
+import (
+	"strings"
+	"unicode"
+)
+
+type DetectionResult struct {
+	Requested          bool
+	Confidence         float64
+	MatchedPhrase      string
+	Language           string
+	ReasonCode         string
+	NeedsClarification bool
+}
+
+var handoffPhrases = []string{
+	"соедините с оператором", "переведите на оператора", "хочу оператора", "нужен оператор",
+	"позовите оператора", "можно с человеком", "хочу поговорить с человеком", "соедините с человеком",
+	"переключите на оператора", "не хочу робота", "не хочу ии", "позовите живого человека",
+	"мне нужен специалист", "соедините с консультантом", "живой оператор", "консультант",
+	"операторға қосыңыз", "операторға қос", "адаммен сөйлескім келеді", "тірі оператор",
+	"маман керек", "кеңесші керек", "кеңесшімен сөйлесу", "адамға қосыңыз",
+	"жасанды интеллект керек емес", "роботпен сөйлеспеймін", "оператор керек",
+	"human operator", "connect me to operator", "transfer to operator", "speak to human", "live agent",
+}
+
+var ambiguousPhrases = []string{"оператор связи", "operator schedule", "call center operator schedule"}
+
+func DetectHandoffRequest(text string, language string) DetectionResult {
+	n := normalize(text)
+	if n == "" {
+		return DetectionResult{Language: language, ReasonCode: "empty_input"}
+	}
+	for _, p := range ambiguousPhrases {
+		if strings.Contains(n, p) {
+			return DetectionResult{Language: language, MatchedPhrase: p, Confidence: 0.45, ReasonCode: "ambiguous", NeedsClarification: true}
+		}
+	}
+	for _, p := range handoffPhrases {
+		if strings.Contains(n, p) {
+			return DetectionResult{Requested: true, Confidence: 0.95, MatchedPhrase: p, Language: language, ReasonCode: "exact_phrase"}
+		}
+	}
+	if hasWord(n, "оператор") || hasWord(n, "operator") {
+		return DetectionResult{Requested: true, Confidence: 0.80, MatchedPhrase: "оператор", Language: language, ReasonCode: "keyword"}
+	}
+	return DetectionResult{Language: language, ReasonCode: "no_match"}
+}
+
+func normalize(s string) string {
+	s = strings.ToLower(strings.TrimSpace(s))
+	s = strings.ReplaceAll(s, "ё", "е")
+	var b strings.Builder
+	lastSpace := false
+	for _, r := range s {
+		if unicode.IsLetter(r) || unicode.IsDigit(r) {
+			b.WriteRune(r)
+			lastSpace = false
+			continue
+		}
+		if !lastSpace {
+			b.WriteRune(' ')
+			lastSpace = true
+		}
+	}
+	return strings.Join(strings.Fields(b.String()), " ")
+}
+
+func hasWord(text, word string) bool {
+	for _, f := range strings.Fields(text) {
+		if f == word {
+			return true
+		}
+	}
+	return false
+}