Revert "fix: let voice early-plan turns answer from the FAQ knowledge base"

This reverts commit 8ced7a59e3.

services/ai_orchestrator_service/voice.py

@@ -19,7 +19,6 @@ from services.shared.ai_context_summary import (
 )
 from services.shared.core import new_id, utc_now_iso
 from services.shared.db import get_session
-from services.shared.intents import normalize_intent
 from services.shared.models import VoiceAIStartIn, VoiceAIStartOut, VoiceAITurnDecisionOut, VoiceAITurnIn, VoiceStartResult
 from services.shared.sql_models import (
     AISessionRow,
@@ -1535,7 +1534,6 @@ def _voice_early_plan(
     transcript_text: str,
     context_summary: str | dict[str, Any] | None = None,
     request_metadata: dict[str, Any] | None = None,
-    kb_results: list[Any] = (),
 ) -> dict[str, Any]:
     v2_metadata = _voice_v2_metadata(transcript_text, request_metadata)
     payload = request_metadata if isinstance(request_metadata, dict) else {}
@@ -1578,56 +1576,10 @@ def _voice_early_plan(
                 "reply_phase": "early_plan",
             },
         }
-    if early_intent == "operator_request":
-        return {
-            "language": language,
-            "intent": "handoff_request",
-            "reply_text": _voice_compact_reply_text(_voice_handoff_reply(language), language=language),
-            "confidence": 0.62,
-            "needs_handoff": True,
-            "handoff_reason": "Запрос требует участия живого оператора.",
-            "case_action": "keep_open",
-            "kb_refs": [],
-            "summary_text": "Early domain plan is prepared.",
-            "model": "voice_early_plan_domain",
-            "latency_ms": 1,
-            "metadata": {
-                **v2_metadata,
-                "reply_phase": "early_plan",
-                "early_intent": early_intent,
-            },
-        }
-    if early_intent in {"schedule", "address", "price", "status", "problem"} and kb_results:
-        # A cheap lexical KB lookup fits the early-plan latency budget (no LLM
-        # round-trip), unlike the properly grounded/paraphrased "final" decision.
-        # Answering from the KB here beats guessing a generic clarifying question
-        # when the FAQ already has the answer — see the plan doc for why this
-        # branch exists at all (the early reply can win the race and get spoken
-        # before the final, LLM-grounded decision is ready).
-        article = kb_results[0]
-        snippet = _app()._article_snippet(article, limit=220)
-        reply_text = f"Қысқаша айтайын: {snippet}" if language == "kz" else f"Коротко подскажу: {snippet}"
-        topic_code = getattr(article, "intent_code", None)
-        return {
-            "language": language,
-            "intent": normalize_intent(topic_code or "kb_answer", known_topic_codes=[topic_code] if topic_code else []),
-            "reply_text": _voice_compact_reply_text(reply_text, language=language),
-            "confidence": 0.7,
-            "needs_handoff": False,
-            "handoff_reason": None,
-            "case_action": "keep_open",
-            "kb_refs": [article.article_id],
-            "summary_text": "AI ответил по базе ЧЗВ на предварительной стадии.",
-            "model": "voice_early_plan_kb",
-            "latency_ms": 1,
-            "metadata": {
-                **v2_metadata,
-                "reply_phase": "early_plan",
-                "early_intent": early_intent,
-            },
-        }
-    if early_intent in {"schedule", "address", "price", "status", "problem"}:
+    if early_intent in {"schedule", "address", "price", "status", "problem", "operator_request"}:
         reply_text = _voice_summary_slot_prompt(language, context_summary) or _voice_topic_prompt(language, [transcript_text])
+        if early_intent == "operator_request":
+            reply_text = _voice_handoff_reply(language)
         if not reply_text and language == "kz":
             if early_intent == "schedule":
                 reply_text = "Qai filialdyn, mekenjaidyn nemese qalanyng jumys uaqyty qyzyqtyratynyn aitnyz."
@@ -1653,11 +1605,15 @@ def _voice_early_plan(
         if reply_text:
             return {
                 "language": language,
-                "intent": "clarification",
+                "intent": "handoff_request" if early_intent == "operator_request" else "clarification",
                 "reply_text": _voice_compact_reply_text(reply_text, language=language),
                 "confidence": 0.62,
-                "needs_handoff": False,
-                "handoff_reason": None,
+                "needs_handoff": early_intent == "operator_request",
+                "handoff_reason": (
+                    "Запрос требует участия живого оператора."
+                    if early_intent == "operator_request"
+                    else None
+                ),
                 "case_action": "keep_open",
                 "kb_refs": [],
                 "summary_text": "Early domain plan is prepared.",
@@ -1880,7 +1836,6 @@ def _voice_decision(
             transcript_text=transcript_text,
             context_summary=context_summary,
             request_metadata=request_metadata,
-            kb_results=kb_results,
         )
 
     if persona.is_identity_request(normalized):
@@ -2582,17 +2537,13 @@ def turn_voice_session(session_id: str, payload: VoiceAITurnIn) -> VoiceAITurnDe
             )
             ai_session.context_summary_json = dump_context_summary(user_context_summary)
             ai_session.context_summary_updated_at = now
-        # Unlike name extraction/context-summary writes above (skipped for
-        # early_plan_only since they're stateful and heavier), KB search is a
-        # cheap in-memory lexical scan over a DB-cached row set (see
-        # _load_kb_rows_cached) and comfortably fits the early-plan latency
-        # budget, so it always runs — this lets _voice_early_plan answer from
-        # the FAQ instead of guessing a generic clarifying question.
-        kb_results = app._kb_search(
-            session,
-            payload.transcript_text,
-            language=ai_session.language,
-        )
+        kb_results = []
+        if not early_plan_only:
+            kb_results = app._kb_search(
+                session,
+                payload.transcript_text,
+                language=ai_session.language,
+            )
         disclosure_required = voice_session.disclosure_played_at is None
         decision = _voice_decision(
             language=ai_session.language or "ru",