Update dialogue_manager: send alert if human intervention detected

dialogue_manager.py

@@ -6,6 +6,7 @@ from enum import Enum, auto
 from typing import Dict, List, Optional, Tuple, Any
 from datetime import datetime
 import time
+import textwrap
 
 import chat_service
 import prompt_templates
@@ -21,6 +22,7 @@ from history_dialogue_service import HistoryDialogueService
 
 from chat_service import ChatServiceType
 from message import MessageType, Message
+from toolkit.lark_alert_for_human_intervention import LarkAlertForHumanIntervention
 from user_manager import UserManager
 from prompt_templates import *
 
@@ -330,49 +332,51 @@ class DialogueManager:
 
     def _trigger_human_intervention(self, reason: str) -> None:
         """触发人工介入"""
-        if not self.human_intervention_triggered:
-            self.human_intervention_triggered = True
-
-            # 记录人工介入事件
-            event = {
-                "timestamp": int(time.time() * 1000),
-                "reason": reason,
-                "dialogue_context": self.dialogue_history[-10:]
-            }
+        # 记录人工介入事件
+        # FIXME: 重启即丢失
+        event = {
+            "timestamp": int(time.time() * 1000),
+            "reason": reason,
+            "dialogue_context": self.dialogue_history[-10:]
+        }
 
-            # 更新用户资料中的人工介入历史
-            if "human_intervention_history" not in self.user_profile:
-                self.user_profile["human_intervention_history"] = []
+        # 更新用户资料中的人工介入历史
+        if "human_intervention_history" not in self.user_profile:
+            self.user_profile["human_intervention_history"] = []
 
-            self.user_profile["human_intervention_history"].append(event)
-            self.user_manager.save_user_profile(self.user_id, self.user_profile)
+        self.user_profile["human_intervention_history"].append(event)
+        self.user_manager.save_user_profile(self.user_id, self.user_profile)
 
-            # 发送告警
-            self._send_human_intervention_alert(reason)
+        # 发送告警
+        self._send_human_intervention_alert()
 
-    def _send_human_intervention_alert(self, reason: str) -> None:
+    def _send_human_intervention_alert(self) -> None:
+        time_str = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
         alert_message = f"""
         人工介入告警
-        用户ID: {self.user_id}
-        用户昵称: {self.user_profile.get("nickname", "未知")}
-        时间: {int(time.time() * 1000)}
-        原因: {reason}
-        最近对话:
-        """
+        员工: {self.staff_profile.get("agent_name", "未知")}[{self.staff_id}]
+        用户: {self.user_profile.get("nickname", "未知")}[{self.user_id}]
+        时间: {time_str}
+        最近对话:"""
 
+        alert_message = textwrap.dedent(alert_message)
         # 添加最近的对话记录
-        recent_dialogues = self.dialogue_history[-10:]
+        recent_dialogues = self.dialogue_history[-5:]
+        role_map = {'assistant': '客服', 'user': '用户'}
         for dialogue in recent_dialogues:
-            alert_message += f"\n{dialogue['role']}: {dialogue['content']}"
+            if not dialogue['content']:
+                continue
+            role = dialogue['role']
+            if role not in role_map:
+                continue
+            alert_message += f"\n[{role_map[role]}]{dialogue['content']}"
 
-        # TODO(zhoutian): 实现发送告警的具体逻辑
-        logger.warning(alert_message)
+        LarkAlertForHumanIntervention().send_lark_alert_for_human_intervention(alert_message)
 
     def resume_from_human_intervention(self) -> None:
         """从人工介入状态恢复"""
         if self.current_state == DialogueState.HUMAN_INTERVENTION:
             self.do_state_change(DialogueState.CHITCHAT)
-            self.human_intervention_triggered = False
             self.consecutive_clarifications = 0
             self.complex_request_counter = 0
 
@@ -385,6 +389,18 @@ class DialogueManager:
             })
 
     def generate_response(self, llm_response: str) -> Optional[str]:
+        """
+        处理LLM的响应，更新对话状态和对话历史。
+        注意：所有的LLM响应都必须经过这个函数来处理！
+        :param llm_response:
+        :return:
+        """
+        if llm_response == '<人工介入>':
+            logger.warning(f'staff[{self.staff_id}], user[{self.user_id}]: human intervention triggered')
+            self.do_state_change(DialogueState.HUMAN_INTERVENTION)
+            self._send_human_intervention_alert()
+            return None
+
         """根据当前状态处理LLM响应，如果处于人工介入状态则返回None"""
         # 如果处于人工介入状态，不生成回复
         if self.current_state == DialogueState.HUMAN_INTERVENTION:

toolkit/base.py

@@ -1,7 +1,7 @@
 from typing import List, Optional
 import functools
 import threading
-from function_tool import FunctionTool
+from toolkit.function_tool import FunctionTool
 
 def with_timeout(timeout=None):
     r"""Decorator that adds timeout functionality to functions.

toolkit/lark_alert_for_human_intervention.py

@@ -1,7 +1,7 @@
 from typing import List
 
-from base import BaseToolkit
-from function_tool import FunctionTool
+from toolkit.base import BaseToolkit
+from toolkit.function_tool import FunctionTool
 import requests
 
 
@@ -25,7 +25,7 @@ class LarkAlertForHumanIntervention(BaseToolkit):
         req_body = {
             "msg_type": "text",
             "content": {
-                "text": f'[Agent需人工介入]{message}'
+                "text": f'[Agent告警]{message}'
             }
         }
         try: