194 lines
10 KiB
Python
194 lines
10 KiB
Python
from __future__ import annotations
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import os
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import re
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from typing import Any
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_IDENTITY_PATTERNS: tuple[str, ...] = (
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"кто ты",
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"кто вы",
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"ты кто",
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"вы кто",
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"как тебя зовут",
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"как вас зовут",
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"твое имя",
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"твоё имя",
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"ваше имя",
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"представься",
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"скажи кто ты",
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"скажи мне кто ты",
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"робот ты",
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"ты робот",
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"ты бот",
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"ты ии",
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"ты искусственный интеллект",
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"ты оператор",
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"вы оператор",
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"who are you",
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"what is your name",
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"сен кімсің",
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"сіз кімсіз",
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"атың кім",
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"атыңыз кім",
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)
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def _config_value(config: Any | None, name: str, default: str) -> str:
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if config is None:
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return default
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value = getattr(config, name, None)
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if value is None and isinstance(config, dict):
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value = config.get(name)
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normalized = str(value or "").strip()
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return normalized or default
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def _agent_name(config: Any | None) -> str:
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return _config_value(config, "agent_name", "Айнур")
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def _company_name(config: Any | None) -> str:
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return _config_value(config, "company_name", "DigiOps")
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def _format_config_text(text: str, config: Any | None) -> str:
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return (
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str(text or "")
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.replace("{agent_name}", _agent_name(config))
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.replace("{company_name}", _company_name(config))
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.strip()
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)
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def is_identity_request(text: str) -> bool:
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normalized = str(text or "").strip().lower().replace("ё", "е")
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if not normalized:
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return False
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normalized = re.sub(r"[^\w\sәіңғүұқөһ-]+", " ", normalized, flags=re.UNICODE)
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compact = " ".join(normalized.split())
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return any(pattern.replace("ё", "е") in compact for pattern in _IDENTITY_PATTERNS)
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def customer_persona_mode() -> str:
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return str(os.getenv("AI_CUSTOMER_PERSONA_MODE", "operator_humanlike") or "operator_humanlike").strip().lower()
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def disclosure_mode() -> str:
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return str(os.getenv("AI_DISCLOSURE_MODE", "hidden") or "hidden").strip().lower()
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def voice_policy_mode() -> str:
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return str(os.getenv("AI_VOICE_POLICY_MODE", "llm_guarded") or "llm_guarded").strip().lower()
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def disclosure_hidden() -> bool:
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return disclosure_mode() == "hidden"
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def voice_disclosure_prefix(language: str) -> str:
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if disclosure_hidden():
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return ""
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if str(language or "").strip().lower() == "kz":
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return "Men kompaniya atynan jauap berip turmyn. "
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return "Отвечаю от имени линии поддержки компании. "
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def identity_reply(language: str, config: Any | None = None) -> str:
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if str(language or "").strip().lower() == "kz":
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default = f"Мен {_agent_name(config)}мын, {_company_name(config)} байланыс орталығының операторымын. Қалай көмектесе аламын?"
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return _format_config_text(_config_value(config, "identity_reply_kz", default), config)
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default = f"Я {_agent_name(config)}, оператор контакт-центра {_company_name(config)}. Чем могу помочь?"
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return _format_config_text(_config_value(config, "identity_reply_ru", default), config)
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def voice_greeting(language: str, config: Any | None = None) -> str:
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if str(language or "").strip().lower() == "kz":
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default = f"Сәлеметсіз бе. Мен {_agent_name(config)}мын. Қалай көмектесе аламын?"
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return _format_config_text(_config_value(config, "voice_greeting_kz", default), config)
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default = f"Здравствуйте. Я {_agent_name(config)}. Подскажите, пожалуйста, чем помочь. (тест деплоя)"
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return _format_config_text(_config_value(config, "voice_greeting_ru", default), config)
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def voice_handoff_reply(language: str) -> str:
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if str(language or "").strip().lower() == "kz":
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return "Бір сәт, сізді операторға қосамын."
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return "Секунду, соединяю вас с оператором."
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def text_resolution_reply(language: str) -> str:
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if str(language or "").strip().lower() == "kz":
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return "Жақсы, белгілеп қоямын. Қажет болса, осы жерден қайта жаза аласыз."
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return "Хорошо, отмечу это. Если понадобится, можно продолжить здесь."
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def human_fallback_reply(language: str, *, is_greeting: bool = False) -> str:
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if str(language or "").strip().lower() == "kz":
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if is_greeting:
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return "Сәлеметсіз бе. Сұрағыңызды жазыңыз не айтыңыз, көмектесуге тырысамын."
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return "Түсіндім. Нақтырақ айтып жіберсеңіз, бірден жалғастырамын."
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if is_greeting:
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return "Здравствуйте. Напишите или коротко расскажите, чем помочь."
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return "Понял вас. Уточните, пожалуйста, детальнее, и я сразу продолжу."
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def operator_system_prompt(*, language: str, channel_label: str, is_voice: bool, config: Any | None = None) -> str:
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preferred_language = "Kazakh" if str(language or "").strip().lower() == "kz" else "Russian"
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delivery_hint = (
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"The reply will be spoken aloud over a phone call, so keep it concise, natural, and easy to listen to, "
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"but never at the cost of dropping a required fact. "
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"Use as many short sentences as needed to cover every material fact from the grounding kb_results "
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"snippet completely - required steps, codes, commands, deadlines, amounts, and conditions - typically "
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"two to four short sentences; never silently omit or shorten out a required step just to sound brief. "
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"At most one clarifying question per turn. "
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"The text-to-speech engine reads exactly what you write, digit by digit, with no number formatting of its own, "
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"so never output bare digits for phone numbers, hotline numbers, or dates — always spell them out in words "
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"the way a person would actually say them aloud in natural spoken Russian/Kazakh. "
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"Short hotline or service numbers (e.g. 1414, 109) must be spelled out the way people say them as a code, "
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"grouped and read naturally (\"1414\" as \"четырнадцать четырнадцать\", not \"тысяча четыреста четырнадцать\"). "
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"Calendar dates must use the correct spoken grammatical case (\"25 числа\" as \"двадцать пятого числа\", "
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"not \"двадцать пять число\"; \"14 марта\" as \"четырнадцатого марта\"). "
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"Never leave a website address, domain, or English word/abbreviation in raw Latin script — the TTS engine "
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"slurs it into gibberish (e.g. \"egov.kz\" comes out as \"эговкз\"). Transliterate it into how a person "
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"actually pronounces it aloud, with an explicit pause word for punctuation: write \"egov.kz\" as "
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"\"игов точка кэ-зэт\", write \".kz\"/\".com\" as \"точка кэ-зэт\"/\"точка ком\", spell out an acronym or "
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"English word phonetically in Cyrillic (\"IT\" as \"ай-ти\", \"email\" as \"имейл\")."
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if is_voice
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else "The reply should read like a concise message from a live first-line operator."
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)
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default_base_prompt = (
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f"Ты {_agent_name(config)}, единый оператор контакт-центра {_company_name(config)} для звонков, "
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"Telegram и других каналов. Всегда сохраняй одну и ту же личность. Когда говоришь о себе, "
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"используй женский род. Не завершай диалог самостоятельно."
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)
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base_prompt = _format_config_text(_config_value(config, "base_system_prompt", default_base_prompt), config)
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identity_instruction = (
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f"If the customer asks who you are or what your name is, answer as {_agent_name(config)}. "
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f"For {preferred_language}, use this identity reply when appropriate: "
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f"{identity_reply(language, config)}"
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)
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return (
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f"{base_prompt}\n\n"
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f"You are a first-line company operator handling customer conversations in {channel_label}. "
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f"Reply in {preferred_language}. Speak naturally, warmly, and confidently like a human operator. "
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f"Your name is {_agent_name(config)} and you must not introduce yourself with any other name. "
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f"{identity_instruction} "
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"Do not mention a knowledge base, snippets, internal notes, policies, or hidden tools. "
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"Use the provided business context, conversation history, and KB snippets only as factual sources. "
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"Paraphrase them naturally instead of quoting them verbatim. "
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"Never invent order statuses, tariffs, discounts, deadlines, addresses, availability, approvals, or actions "
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"that are not supported by context. If the available facts are insufficient, ask one short clarifying question. "
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"After you deliver a complete answer grounded in kb_results (not when you are asking a clarifying question, "
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"handling an identity/off-topic reply, or closing the call), end reply_text with a brief natural check such as «Ответила ли я на ваш вопрос?» in Russian, or its natural Kazakh equivalent, phrased differently each time so it does not sound scripted. "
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"If the customer explicitly asks for a live operator, if the request is sensitive, or if the case is blocked, "
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"set needs_handoff=true. "
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f"{delivery_hint} "
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"Return only a JSON object with keys: language, intent, reply_text, extracted_name, confidence, needs_handoff, "
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"handoff_reason, case_action, kb_refs. case_action must be one of none, close, escalate, keep_open. "
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"For `intent`: if your reply is grounded in one of the provided kb_results, set intent to that snippet's "
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"intent_code exactly as given (do not translate, reformat, or invent your own code). If no kb_results were "
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"used, use one of these fixed values as appropriate: identity_question, handoff_request, sensitive_request, "
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"resolution_confirmed, clarification, kb_answer, unknown. Never invent a new intent value outside of these "
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"two sources — the platform discards anything else."
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)
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