AgentCoreService/dialogue_manager.py

#! /usr/bin/env python
# -*- coding: utf-8 -*-
# vim:fenc=utf-8

from enum import Enum, auto
from typing import Dict, List, Optional, Tuple, Any
from datetime import datetime
import time
import logging

import pymysql.cursors

import configs
import cozepy

from database import MySQLManager
from history_dialogue_service import HistoryDialogueService

from chat_service import ChatServiceType
from message import MessageType, Message
# from vector_memory_manager import VectorMemoryManager
from structured_memory_manager import StructuredMemoryManager
from user_manager import UserManager
from prompt_templates import *

# 配置日志
logging.basicConfig(level=logging.INFO, format='%(asctime)s - %(funcName)s[%(lineno)d] - %(levelname)s - %(message)s')
logger = logging.getLogger(__name__)

class DummyVectorMemoryManager:
    def __init__(self, user_id):
        pass

    def add_to_memory(self, conversation):
        pass

    def retrieve_relevant_memories(self, query, k=3):
        return []


class DialogueState(int, Enum):
    INITIALIZED = 0
    GREETING = 1              # 问候状态
    CHITCHAT = 2              # 闲聊状态
    CLARIFICATION = 3         # 澄清状态
    FAREWELL = 4              # 告别状态
    HUMAN_INTERVENTION = 5    # 人工介入状态
    MESSAGE_AGGREGATING = 6   # 等待消息状态


class TimeContext(Enum):
    EARLY_MORNING = "清晨"     # 清晨 (5:00-7:59)
    MORNING = "上午"           # 上午 (8:00-11:59)
    NOON = "中午"              # 中午 (12:00-13:59)
    AFTERNOON = "下午"         # 下午 (14:00-17:59)
    EVENING = "晚上"           # 晚上 (18:00-21:59)
    NIGHT = "深夜"             # 夜晚 (22:00-4:59)

    def __init__(self, description):
        self.description = description


class DialogueStateCache:
    def __init__(self):
        config = configs.get()
        self.db = MySQLManager(config['storage']['agent_state']['mysql'])
        self.table = config['storage']['agent_state']['table']

    def get_state(self, staff_id: str, user_id: str) -> Tuple[DialogueState, DialogueState]:
        query = f"SELECT current_state, previous_state FROM {self.table} WHERE staff_id=%s AND user_id=%s"
        data = self.db.select(query, pymysql.cursors.DictCursor, (staff_id, user_id))
        if not data:
            logging.warning(f"staff[{staff_id}], user[{user_id}]: agent state not found")
            state = DialogueState.CHITCHAT
            previous_state = DialogueState.INITIALIZED
            self.set_state(staff_id, user_id, state, previous_state)
        else:
            state = DialogueState(data[0]['current_state'])
            previous_state = DialogueState(data[0]['previous_state'])
        return state, previous_state

    def set_state(self, staff_id: str, user_id: str, state: DialogueState, previous_state: DialogueState):
        query = f"INSERT INTO {self.table} (staff_id, user_id, current_state, previous_state)" \
                f" VALUES (%s, %s, %s, %s) " \
                f"ON DUPLICATE KEY UPDATE current_state=%s, previous_state=%s"
        self.db.execute(query, (staff_id, user_id, state.value, previous_state.value, state.value, previous_state.value))

class DialogueManager:
    def __init__(self, staff_id: str, user_id: str, user_manager: UserManager, state_cache: DialogueStateCache):
        config = configs.get()

        self.staff_id = staff_id
        self.user_id = user_id
        self.user_manager = user_manager
        self.state_cache = state_cache
        self.current_state = DialogueState.GREETING
        self.previous_state = DialogueState.INITIALIZED
        # 目前实际仅用作调试，拼装prompt时使用history_dialogue_service获取
        self.dialogue_history = []
        self.user_profile = self.user_manager.get_user_profile(user_id)
        self.staff_profile = self.user_manager.get_staff_profile(staff_id)
        self.last_interaction_time = 0
        self.consecutive_clarifications = 0
        self.complex_request_counter = 0
        self.human_intervention_triggered = False
        self.vector_memory = DummyVectorMemoryManager(user_id)
        self.message_aggregation_sec = config.get('message_aggregation_sec', 5)
        self.unprocessed_messages = []
        self.history_dialogue_service = HistoryDialogueService(
            config['storage']['history_dialogue']['api_base_url']
        )
        self._recover_state()

    def _recover_state(self):
        self.current_state, self.previous_state = self.state_cache.get_state(self.staff_id, self.user_id)

        # 从数据库恢复对话状态
        last_message = self.history_dialogue_service.get_dialogue_history(self.staff_id, self.user_id, 1)
        if last_message:
            self.last_interaction_time = last_message[0]['timestamp']
        else:
            # 默认设置为24小时前
            self.last_interaction_time = int(time.time() * 1000) - 24 * 3600 * 1000
        time_for_read = datetime.fromtimestamp(self.last_interaction_time / 1000).strftime("%Y-%m-%d %H:%M:%S")
        logging.debug(f"staff[{self.staff_id}], user[{self.user_id}]: state: {self.current_state.name}, last_interaction: {time_for_read}")

    def persist_state(self):
        """持久化对话状态"""
        self.state_cache.set_state(self.staff_id, self.user_id, self.current_state, self.previous_state)

    @staticmethod
    def get_current_time_context() -> TimeContext:
        """获取当前时间上下文"""
        current_hour = datetime.now().hour
        if 5 <= current_hour < 8:
            return TimeContext.EARLY_MORNING
        elif 8 <= current_hour < 12:
            return TimeContext.MORNING
        elif 12 <= current_hour < 14:
            return TimeContext.NOON
        elif 14 <= current_hour < 18:
            return TimeContext.AFTERNOON
        elif 18 <= current_hour < 22:
            return TimeContext.EVENING
        else:
            return TimeContext.NIGHT

    def update_state(self, message: Message) -> Tuple[bool, Optional[str]]:
        """根据用户消息更新对话状态，并返回是否需要发起回复 及下一条需处理的用户消息"""
        message_text = message.content
        message_ts = message.sendTime
        # 如果当前已经是人工介入状态，保持该状态
        if self.current_state == DialogueState.HUMAN_INTERVENTION:
            # 记录对话历史，但不改变状态
            self.dialogue_history.append({
                "role": "user",
                "content": message_text,
                "timestamp": int(time.time() * 1000),
                "state": self.current_state.name
            })
            return False, message_text

        # 检查是否处于消息聚合状态
        if self.current_state == DialogueState.MESSAGE_AGGREGATING:
            # 收到的是特殊定时触发的空消息，且在聚合中，且已经超时，恢复之前状态，继续处理
            if message.type == MessageType.AGGREGATION_TRIGGER \
                    and message_ts - self.last_interaction_time > self.message_aggregation_sec * 1000:
                logging.debug("user_id: {}, last interaction time: {}".format(
                    self.user_id, datetime.fromtimestamp(self.last_interaction_time / 1000)))
                self.current_state = self.previous_state
            else:
                # 非空消息，更新最后交互时间，保持消息聚合状态
                if message_text:
                    self.unprocessed_messages.append(message_text)
                    self.last_interaction_time = message_ts
                return False, message_text
        else:
            if message.type == MessageType.AGGREGATION_TRIGGER:
                # 未在聚合状态中，收到的聚合触发消息为过时消息，不应当处理
                return False, None
            if message.type != MessageType.AGGREGATION_TRIGGER and self.message_aggregation_sec > 0:
                # 收到有内容的用户消息，切换到消息聚合状态
                self.previous_state = self.current_state
                self.current_state = DialogueState.MESSAGE_AGGREGATING
                self.unprocessed_messages.append(message_text)
                # 更新最后交互时间
                if message_text:
                    self.last_interaction_time = message_ts
                self.persist_state()
                return False, message_text

        # 保存前一个状态
        self.previous_state = self.current_state

        # 检查是否长时间未交互（超过3小时）
        if self._get_hours_since_last_interaction() > 3:
            self.current_state = DialogueState.GREETING
            self.dialogue_history = []  # 重置对话历史
            self.consecutive_clarifications = 0  # 重置澄清计数
            self.complex_request_counter = 0  # 重置复杂请求计数

        # 获得未处理的聚合消息，并清空未处理队列
        if message_text:
            self.unprocessed_messages.append(message_text)
        if self.unprocessed_messages:
            message_text = '\n'.join(self.unprocessed_messages)
            self.unprocessed_messages.clear()

        # 根据消息内容和当前状态确定新状态
        new_state = self._determine_state_from_message(message_text)

        # 处理连续澄清的情况
        if new_state == DialogueState.CLARIFICATION:
            self.consecutive_clarifications += 1
            if self.consecutive_clarifications >= 2:
                new_state = DialogueState.HUMAN_INTERVENTION
                # self._trigger_human_intervention("连续多次澄清请求")
        else:
            self.consecutive_clarifications = 0

        # 更新状态并持久化
        self.current_state = new_state
        self.persist_state()

        # 更新最后交互时间
        if message_text:
            self.last_interaction_time = message_ts

        # 记录对话历史
        if message_text:
            self.dialogue_history.append({
                "role": "user",
                "content": message_text,
                "timestamp": message_ts,
                "state": self.current_state.name
            })

        return True, message_text

    def _determine_state_from_message(self, message_text: Optional[str]) -> DialogueState:
        """根据消息内容确定对话状态"""
        if not message_text:
            return self.current_state
        # 简单的规则-关键词匹配
        message_lower = message_text.lower()

        # 判断是否是复杂请求
        complex_request_keywords = ["帮我", "怎么办", "我需要", "麻烦你", "请帮助", "急", "紧急"]
        if any(keyword in message_lower for keyword in complex_request_keywords):
            self.complex_request_counter += 1

            # 如果检测到困难请求且计数达到阈值，触发人工介入
            if self.complex_request_counter >= 1:
                # self._trigger_human_intervention("检测到复杂请求")
                return DialogueState.HUMAN_INTERVENTION
        else:
            # 如果不是复杂请求，重置计数器
            self.complex_request_counter = 0

        # 问候检测
        greeting_keywords = ["你好", "早上好", "中午好", "晚上好", "嗨", "在吗"]
        if any(keyword in message_lower for keyword in greeting_keywords):
            return DialogueState.GREETING

        # 告别检测
        farewell_keywords = ["再见", "拜拜", "晚安", "明天见", "回头见"]
        if any(keyword in message_lower for keyword in farewell_keywords):
            return DialogueState.FAREWELL

        # 澄清请求
        clarification_keywords = ["没明白", "不明白", "没听懂", "不懂", "什么意思", "再说一遍"]
        if any(keyword in message_lower for keyword in clarification_keywords):
            return DialogueState.CLARIFICATION

        # 默认为闲聊状态
        return DialogueState.CHITCHAT

    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.history_dialogue_service.get_dialogue_history(self.staff_id, self.user_id, 5)
            }

            # 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)

            # 发送告警
            self._send_human_intervention_alert(reason)

    def _send_human_intervention_alert(self, reason: str) -> None:
        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:
        """

        # 添加最近的对话记录
        recent_dialogues = self.history_dialogue_service.get_dialogue_history(self.staff_id, self.user_id, 5)
        for dialogue in recent_dialogues:
            alert_message += f"\n{dialogue['role']}: {dialogue['content']}"

        # TODO(zhoutian): 实现发送告警的具体逻辑
        logger.warning(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.current_state = DialogueState.GREETING
            self.human_intervention_triggered = False
            self.consecutive_clarifications = 0
            self.complex_request_counter = 0

            # 记录恢复事件
            self.dialogue_history.append({
                "role": "system",
                "content": "已从人工介入状态恢复到自动对话",
                "timestamp": int(time.time() * 1000),
                "state": self.current_state.name
            })

    def generate_response(self, llm_response: str) -> Optional[str]:
        """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:
            return None

        # 记录响应到对话历史
        current_ts = int(time.time() * 1000)
        self.dialogue_history.append({
            "role": "assistant",
            "content": llm_response,
            "timestamp": current_ts,
            "state": self.current_state.name
        })
        self.last_interaction_time = current_ts

        return llm_response

    def _get_hours_since_last_interaction(self, precision: int = -1):
        time_diff = (time.time() * 1000) - self.last_interaction_time
        hours_passed = time_diff / 1000 / 3600
        if precision >= 0:
            return round(hours_passed, precision)
        return hours_passed

    def should_initiate_conversation(self) -> bool:
        """判断是否应该主动发起对话"""
        # 如果处于人工介入状态，不应主动发起对话
        if self.current_state == DialogueState.HUMAN_INTERVENTION:
            return False

        hours_passed = self._get_hours_since_last_interaction()
        # 获取当前时间上下文
        time_context = self.get_current_time_context()

        # 根据用户交互频率偏好设置不同的阈值
        interaction_frequency = self.user_profile.get("interaction_frequency", "medium")

        # 设置不同偏好的交互时间阈值（小时）
        thresholds = {
            "low": 24,  # 低频率：一天一次
            "medium": 12,  # 中频率：半天一次
            "high": 6  # 高频率：大约6小时一次
        }

        threshold = thresholds.get(interaction_frequency, 12)

        if hours_passed < threshold:
            return False
            # 根据时间上下文决定主动交互的状态
        if time_context in [TimeContext.EARLY_MORNING, TimeContext.MORNING,
                            TimeContext.NOON, TimeContext.AFTERNOON,
                            TimeContext.EVENING]:
            self.previous_state = self.current_state
            self.current_state = DialogueState.GREETING
            self.persist_state()
            return True
        return False

    def is_in_human_intervention(self) -> bool:
        """检查是否处于人工介入状态"""
        return self.current_state == DialogueState.HUMAN_INTERVENTION

    def get_prompt_context(self, user_message) -> Dict:
        # 获取当前时间上下文
        time_context = self.get_current_time_context()
        # 刷新用户画像
        self.user_profile = self.user_manager.get_user_profile(self.user_id)
        # 刷新员工画像（不一定需要）
        self.staff_profile = self.user_manager.get_staff_profile(self.staff_id)

        context = {
            "user_profile": self.user_profile,
            "current_state": self.current_state.name,
            "previous_state": self.previous_state.name,
            "current_time_period": time_context.description,
            # "dialogue_history": self.dialogue_history[-10:],
            "last_interaction_interval": self._get_hours_since_last_interaction(2),
            "if_first_interaction": False,
            "if_active_greeting": False if user_message else True,
            **self.user_profile,
            **self.staff_profile
        }

        # 获取长期记忆
        relevant_memories = self.vector_memory.retrieve_relevant_memories(user_message)

        context["long_term_memory"] = {
            "relevant_conversations": relevant_memories
        }

        return context

    def _select_prompt(self, state):
        state_to_prompt_map = {
            DialogueState.GREETING: GENERAL_GREETING_PROMPT,
            DialogueState.CHITCHAT: GENERAL_GREETING_PROMPT,
            DialogueState.FAREWELL: GENERAL_GREETING_PROMPT
        }
        return state_to_prompt_map[state]

    def _select_coze_bot(self, state):
        state_to_bot_map = {
            DialogueState.GREETING: '7479005417885417487',
            DialogueState.CHITCHAT: '7479005417885417487',
            DialogueState.FAREWELL: '7479005417885417487'
        }
        return state_to_bot_map[state]

    def _create_system_message(self, prompt_context):
        prompt_template = self._select_prompt(self.current_state)
        prompt = prompt_template.format(**prompt_context)
        return {'role': 'system', 'content': prompt}

    def build_chat_configuration(
            self,
            user_message: Optional[str] = None,
            chat_service_type: ChatServiceType = ChatServiceType.OPENAI_COMPATIBLE
    ) -> Dict:
        """
        参数:
            user_message: 当前用户消息，如果是主动交互则为None
        返回:
            消息列表
        """
        dialogue_history = self.history_dialogue_service.get_dialogue_history(self.staff_id, self.user_id)
        logging.debug("staff[{}], user[{}], dialogue_history: {}".format(
            self.staff_id, self.user_id, dialogue_history
        ))
        messages = []
        config = {}

        prompt_context = self.get_prompt_context(user_message)
        if chat_service_type == ChatServiceType.OPENAI_COMPATIBLE:
            system_message = self._create_system_message(prompt_context)
            messages.append(system_message)
            for entry in dialogue_history:
                role = entry['role']
                messages.append({
                    "role": role,
                    "content": entry["content"]
                })
        elif chat_service_type == ChatServiceType.COZE_CHAT:
            for entry in dialogue_history:
                if not entry['content']:
                    logging.warning("staff[{}], user[{}], role[{}]: empty content in dialogue history".format(
                        self.staff_id, self.user_id, entry['role']
                    ))
                    continue
                role = entry['role']
                if role == 'user':
                    messages.append(cozepy.Message.build_user_question_text(entry["content"]))
                elif role == 'assistant':
                    messages.append(cozepy.Message.build_assistant_answer(entry['content']))
            custom_variables = {}
            for k, v in prompt_context.items():
                custom_variables[k] = str(v)
            custom_variables.pop('user_profile', None)
            config['custom_variables'] = custom_variables
            config['bot_id'] = self._select_coze_bot(self.current_state)
            #FIXME(zhoutian): 这种方法并不可靠，需要结合状态来判断
            if self.current_state == DialogueState.GREETING and not messages:
                messages.append(cozepy.Message.build_user_question_text('请开始对话'))
            #FIXME(zhoutian): 临时报警
            if user_message and not messages:
                logging.error(f"staff[{self.staff_id}], user[{self.user_id}]: inconsistency in messages")
        config['messages'] = messages

        return config