264 lines
10 KiB
Java
264 lines
10 KiB
Java
package com.wecom.robot.service.impl;
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import com.wecom.robot.adapter.ChannelAdapter;
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import com.wecom.robot.adapter.TransferCapable;
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import com.wecom.robot.dto.InboundMessage;
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import com.wecom.robot.dto.OutboundMessage;
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import com.wecom.robot.dto.ai.ChatRequest;
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import com.wecom.robot.dto.ai.ChatResponse;
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import com.wecom.robot.entity.Message;
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import com.wecom.robot.entity.Session;
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import com.wecom.robot.service.*;
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import lombok.RequiredArgsConstructor;
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import lombok.extern.slf4j.Slf4j;
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import org.springframework.data.redis.core.StringRedisTemplate;
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import org.springframework.scheduling.annotation.Async;
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import org.springframework.stereotype.Service;
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import java.util.HashMap;
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import java.util.List;
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import java.util.Map;
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import java.util.concurrent.TimeUnit;
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@Slf4j
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@Service
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@RequiredArgsConstructor
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public class MessageRouterServiceImpl implements MessageRouterService {
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private static final String IDEMPOTENT_KEY_PREFIX = "idempotent:";
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private static final long IDEMPOTENT_TTL_HOURS = 1;
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private final SessionManagerService sessionManagerService;
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private final AiServiceClient aiServiceClient;
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private final TransferService transferService;
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private final WebSocketService webSocketService;
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private final Map<String, ChannelAdapter> channelAdapters;
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private final StringRedisTemplate redisTemplate;
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@Override
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@Async
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public void processInboundMessage(InboundMessage message) {
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log.info("[AC-MCA-08] 处理入站消息: channelType={}, channelMessageId={}, sessionKey={}",
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message.getChannelType(), message.getChannelMessageId(), message.getSessionKey());
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if (!checkIdempotent(message.getChannelMessageId())) {
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log.info("重复消息，跳过处理: channelMessageId={}", message.getChannelMessageId());
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return;
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}
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Session session = getOrCreateSession(message);
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saveInboundMessage(session, message);
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routeBySessionState(session, message);
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}
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@Override
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public void routeBySessionState(Session session, InboundMessage message) {
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log.info("[AC-MCA-09] 根据会话状态路由: sessionId={}, status={}",
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session.getSessionId(), session.getStatus());
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String status = session.getStatus();
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if (status == null) {
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status = Session.STATUS_AI;
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}
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switch (status) {
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case Session.STATUS_AI:
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dispatchToAiService(session, message);
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break;
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case Session.STATUS_PENDING:
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dispatchToPendingPool(session, message);
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break;
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case Session.STATUS_MANUAL:
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dispatchToManualCs(session, message);
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break;
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case Session.STATUS_CLOSED:
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Session newSession = sessionManagerService.getOrCreateSession(
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message.getCustomerId(), message.getKfId());
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dispatchToAiService(newSession, message);
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break;
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default:
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log.warn("未知的会话状态: {}, 默认路由到AI服务", status);
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dispatchToAiService(session, message);
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}
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}
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@Override
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public void dispatchToAiService(Session session, InboundMessage message) {
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log.info("[AC-MCA-08] 分发到AI服务: sessionId={}, content={}",
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session.getSessionId(), truncateContent(message.getContent()));
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List<Message> history = sessionManagerService.getSessionMessages(session.getSessionId());
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ChatRequest chatRequest = ChatRequest.fromInboundMessage(message);
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ChatResponse chatResponse;
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try {
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chatResponse = aiServiceClient.generateReply(chatRequest).get();
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} catch (Exception e) {
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log.error("[AC-MCA-06] AI服务调用失败: {}", e.getMessage());
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chatResponse = ChatResponse.fallbackWithTransfer(
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"抱歉，我暂时无法回答您的问题，正在为您转接人工客服...",
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e.getMessage()
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);
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}
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String reply = chatResponse.getReply();
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double confidence = chatResponse.getConfidence() != null ? chatResponse.getConfidence() : 0.0;
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int messageCount = sessionManagerService.getMessageCount(session.getSessionId());
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boolean shouldTransfer = chatResponse.getShouldTransfer() != null && chatResponse.getShouldTransfer();
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if (!shouldTransfer) {
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shouldTransfer = transferService.shouldTransferToManual(
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message.getContent(),
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confidence,
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messageCount,
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session.getCreatedAt()
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);
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}
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if (shouldTransfer) {
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handleTransferToManual(session, message, reply, chatResponse.getTransferReason());
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} else {
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sendReplyToUser(session, message, reply);
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}
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}
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@Override
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public void dispatchToManualCs(Session session, InboundMessage message) {
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log.info("[AC-MCA-10] 分发到人工客服: sessionId={}, manualCsId={}",
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session.getSessionId(), session.getManualCsId());
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Map<String, Object> wsMessage = new HashMap<>();
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wsMessage.put("type", "customer_message");
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wsMessage.put("sessionId", session.getSessionId());
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wsMessage.put("content", message.getContent());
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wsMessage.put("msgType", message.getMsgType());
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wsMessage.put("customerId", message.getCustomerId());
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wsMessage.put("channelType", message.getChannelType());
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wsMessage.put("timestamp", System.currentTimeMillis());
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webSocketService.notifyNewMessage(session.getSessionId(),
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createWxCallbackMessage(message));
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log.info("消息已推送给人工客服: sessionId={}", session.getSessionId());
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}
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@Override
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public void dispatchToPendingPool(Session session, InboundMessage message) {
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log.info("[AC-MCA-10] 分发到待接入池: sessionId={}", session.getSessionId());
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webSocketService.notifyNewPendingSession(session.getSessionId());
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log.info("已通知待接入池有新消息: sessionId={}", session.getSessionId());
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}
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private boolean checkIdempotent(String channelMessageId) {
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if (channelMessageId == null || channelMessageId.isEmpty()) {
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log.warn("channelMessageId 为空，跳过幂等检查");
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return true;
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}
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String key = IDEMPOTENT_KEY_PREFIX + channelMessageId;
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Boolean absent = redisTemplate.opsForValue()
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.setIfAbsent(key, "1", IDEMPOTENT_TTL_HOURS, TimeUnit.HOURS);
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return Boolean.TRUE.equals(absent);
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}
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private Session getOrCreateSession(InboundMessage message) {
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return sessionManagerService.getOrCreateSession(
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message.getCustomerId(),
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message.getKfId(),
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message.getChannelType()
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);
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}
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private void saveInboundMessage(Session session, InboundMessage message) {
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sessionManagerService.saveMessage(
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message.getChannelMessageId(),
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session.getSessionId(),
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Message.SENDER_TYPE_CUSTOMER,
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message.getCustomerId(),
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message.getContent(),
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message.getMsgType(),
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message.getRawPayload()
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);
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}
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private void handleTransferToManual(Session session, InboundMessage message, String reply, String transferReason) {
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String reason = transferReason != null ? transferReason : transferService.getTransferReason(
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message.getContent(),
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0.0,
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sessionManagerService.getMessageCount(session.getSessionId())
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);
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sessionManagerService.transferToManual(session.getSessionId(), reason);
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String transferReply = reply + "\n\n正在为您转接人工客服，请稍候...";
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ChannelAdapter adapter = channelAdapters.get(message.getChannelType());
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if (adapter != null) {
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OutboundMessage outbound = OutboundMessage.builder()
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.channelType(message.getChannelType())
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.receiver(message.getCustomerId())
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.kfId(message.getKfId())
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.content(transferReply)
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.msgType("text")
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.build();
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adapter.sendMessage(outbound);
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if (adapter instanceof TransferCapable) {
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boolean transferred = ((TransferCapable) adapter)
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.transferToPool(message.getKfId(), message.getCustomerId());
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if (transferred) {
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log.info("已将会话转入待接入池: sessionId={}", session.getSessionId());
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}
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}
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}
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webSocketService.notifyNewPendingSession(session.getSessionId());
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}
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private void sendReplyToUser(Session session, InboundMessage message, String reply) {
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ChannelAdapter adapter = channelAdapters.get(message.getChannelType());
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if (adapter != null) {
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OutboundMessage outbound = OutboundMessage.builder()
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.channelType(message.getChannelType())
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.receiver(message.getCustomerId())
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.kfId(message.getKfId())
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.content(reply)
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.msgType("text")
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.build();
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adapter.sendMessage(outbound);
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}
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sessionManagerService.saveMessage(
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"ai_" + System.currentTimeMillis(),
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session.getSessionId(),
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Message.SENDER_TYPE_AI,
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"AI",
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reply,
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"text",
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null
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);
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}
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private com.wecom.robot.dto.WxCallbackMessage createWxCallbackMessage(InboundMessage message) {
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com.wecom.robot.dto.WxCallbackMessage wxMessage = new com.wecom.robot.dto.WxCallbackMessage();
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wxMessage.setExternalUserId(message.getCustomerId());
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wxMessage.setOpenKfId(message.getKfId());
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wxMessage.setContent(message.getContent());
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wxMessage.setMsgType(message.getMsgType());
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return wxMessage;
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}
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private String truncateContent(String content) {
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if (content == null) {
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return null;
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}
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return content.length() > 50 ? content.substring(0, 50) + "..." : content;
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}
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}
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