fix(voice): fast fallback for off-domain requests

2026-04-11 01:55:28 +05:00
parent 6413beeba1
commit 5588f99db9
2 changed files with 151 additions and 0 deletions
@@ -906,6 +906,97 @@ def _voice_generic_prompt(language: str) -> str:
    return "Чтобы помочь быстрее, скажите в двух словах, что вам нужно: график работы, статус заявки, тариф или оператор."


+def _voice_has_service_topic(text: str | None) -> bool:
+    normalized = _voice_text_key(text)
+    if not normalized:
+        return False
+    service_markers = (
+        "график",
+        "время работы",
+        "режим работы",
+        "статус",
+        "заявк",
+        "заказ",
+        "обращен",
+        "запрос",
+        "тариф",
+        "стоимост",
+        "цен",
+        "оплат",
+        "услуг",
+        "адрес",
+        "филиал",
+        "город",
+        "офис",
+        "отделени",
+        "не работает",
+        "ошибк",
+        "проблем",
+        "сбой",
+        "интернет",
+        "связь",
+        "оператор",
+        "менеджер",
+        "сотрудник",
+        "компан",
+        "подключ",
+        "доставк",
+    )
+    return any(marker in normalized for marker in service_markers)
+
+
+def _voice_is_off_domain_request(text: str | None) -> bool:
+    normalized = _voice_text_key(text)
+    if not normalized or _voice_has_service_topic(normalized):
+        return False
+    broad_markers = (
+        "ядерн",
+        "реактор",
+        "космос",
+        "планет",
+        "математ",
+        "теорем",
+        "физик",
+        "хими",
+        "биолог",
+        "истори",
+        "рецепт",
+        "борщ",
+        "салат",
+        "анекдот",
+        "стих",
+        "програм",
+        "python",
+        "java",
+        "javascript",
+        "погод",
+    )
+    if any(marker in normalized for marker in broad_markers):
+        return True
+    broad_openers = (
+        "как работает",
+        "как устроен",
+        "что такое",
+        "объясни",
+        "расскажи про",
+        "почему",
+    )
+    return any(normalized.startswith(prefix) for prefix in broad_openers)
+
+
+def _voice_off_domain_reply(language: str) -> tuple[str, str]:
+    if language == "kz":
+        return (
+            "Men kompaniyamyzdyn qyzmetteri men otinishteri boiynsha komek bere alamyn. "
+            "Eger suraq bizdin qyzmetke qatysty bolsa, qysqasha naqtylaңыз. Qalasaңыз, operatorga qosamyn.",
+            "AI qongyraudyn taqyrybyn kompaniya qyzmetteri sheginde naqtylaudy usyndy.",
+        )
+    return (
+        "Я помогу по вопросам наших услуг и обращений. Если вопрос связан с нашей компанией, скажите коротко, что именно нужно. Если хотите, сразу соединю с оператором.",
+        "AI мягко вернул разговор к вопросам компании и предложил перевод на оператора.",
+    )
+
+
 def _voice_confusion_prompt(language: str, caller_texts: list[str]) -> str:
    topic_prompt = _voice_topic_prompt(language, caller_texts)
    if topic_prompt:
@@ -1504,6 +1595,26 @@ def _voice_decision(
            "latency_ms": 1,
        }

+    if not kb_results and _voice_is_off_domain_request(normalized):
+        reply_text, summary_text = _voice_off_domain_reply(language)
+        decision = {
+            "language": language,
+            "intent": "clarification",
+            "reply_text": reply_text,
+            "confidence": 0.58,
+            "needs_handoff": False,
+            "handoff_reason": None,
+            "case_action": "keep_open",
+            "kb_refs": [],
+            "summary_text": summary_text,
+            "model": "voice_policy_off_domain",
+            "latency_ms": 1,
+        }
+        if v2_metadata:
+            decision["reply_text"] = _voice_compact_reply_text(decision["reply_text"], language=language)
+            decision["metadata"] = v2_metadata
+        return decision
+
    llm_decision = _voice_llm_decision(
        language=language,
        customer=customer,
@@ -1356,6 +1356,46 @@ def test_voice_v2_fast_conversational_adds_ack_metadata_and_compacts_reply(monke
    assert len(decision["reply_text"]) <= 180


+def test_voice_v2_off_domain_request_returns_fast_operator_fallback_without_llm(monkeypatch):
+    monkeypatch.setenv("AI_VOICE_POLICY_MODE", "v2_fast_conversational")
+
+    def _unexpected_llm(messages):
+        raise AssertionError(f"LLM should not be called for off-domain fallback: {messages!r}")
+
+    monkeypatch.setattr(ai_module, "_request_structured_model_decision", _unexpected_llm)
+
+    decision = voice_module._voice_decision(
+        language="ru",
+        customer=None,
+        interaction=SimpleNamespace(interaction_id="int_voice_off_domain", status="new", queue_id="que_voice", subject="unknown"),
+        transcript_text="Мне надо узнать, как работает ядерный реактор.",
+        transcript_window=[
+            SimpleNamespace(
+                speaker="caller",
+                text="Мне надо узнать, как работает ядерный реактор.",
+                sequence_no=1,
+                source_type="voice_asr",
+                barge_in_interrupted=False,
+                created_at=utc_now_iso(),
+            )
+        ],
+        kb_results=[],
+        disclosure_required=False,
+        request_metadata={"voice_v2_enabled": True, "response_plan_id": "rsp_off_domain"},
+    )
+
+    assert decision["intent"] == "clarification"
+    assert decision["needs_handoff"] is False
+    assert decision["model"] == "voice_policy_off_domain"
+    assert "наших услуг" in decision["reply_text"].lower()
+    assert "оператор" in decision["reply_text"].lower()
+    assert "ai" not in decision["reply_text"].lower()
+    assert "база знаний" not in decision["reply_text"].lower()
+    assert decision["metadata"]["voice_v2_enabled"] is True
+    assert decision["metadata"]["early_intent"] == "unknown"
+    assert decision["metadata"]["response_plan_id"] == "rsp_off_domain"
+
+
 def test_ai_enqueue_creates_outbound_ai_reply_and_delivery_flow(monkeypatch):
    monkeypatch.setenv("AI_TELEGRAM_ENABLED", "1")
    monkeypatch.setenv("AI_PROVIDER", "stub")