feat: 优化 FAQ 处理和系统稳定性

- 添加本地 FAQ 库快速路径（问候语等社交响应） - 修复 Chatwoot 重启循环问题（PID 文件清理） - 添加 LLM 响应缓存（Redis 缓存，提升性能） - 添加智能推理模式（根据查询复杂度自动启用） - 添加订单卡片消息功能（Chatwoot 富媒体） - 增加 LLM 超时时间至 60 秒 Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>
2026-01-20 14:51:30 +08:00
parent c4e97cf312
commit 6b6172d8f0
8 changed files with 684 additions and 18 deletions
--- a/agent/utils/faq_library.py
+++ b/agent/utils/faq_library.py
@@ -0,0 +1,121 @@
+"""
+Local FAQ Library for instant responses
+Common questions can be answered immediately without API calls
+"""
+import re
+from typing import Optional, Dict
+from .logger import get_logger
+
+logger = get_logger(__name__)
+
+
+class FAQLibrary:
+    """Local FAQ library for instant common question responses"""
+
+    def __init__(self):
+        """Initialize FAQ library with ONLY common greetings and social responses
+
+        Note: Business-related FAQs (register, order, payment, shipment, return, etc.)
+        should be handled by Strapi MCP to ensure accuracy and consistency.
+        This library only contains instant social responses for better UX.
+        """
+        self.faqs = {
+            # ========== 问候类 Greetings ==========
+            "你好": "你好！我是您的B2B客户服务助手，很高兴为您服务。我可以帮您处理订单查询、产品咨询、售后问题等。请问有什么可以帮到您的吗？",
+            "您好": "您好！我是您的B2B客户服务助手，很高兴为您服务。我可以帮您处理订单查询、产品咨询、售后问题等。请问有什么可以帮到您的吗？",
+            "hi": "Hello! I'm your B2B customer service assistant. How can I help you today?",
+            "hello": "Hello! I'm here to assist you. How can I help you today?",
+            "hey": "Hey there! How can I help you today?",
+
+            # ========== 感谢类 Gratitude ==========
+            "谢谢": "不客气！如果还有其他问题，随时可以问我。祝您购物愉快！",
+            "感谢": "感谢您的支持！如有任何问题，随时联系我们。",
+            "thank you": "You're welcome! If you have any other questions, feel free to ask. Have a great day!",
+            "thanks": "You're welcome! Let me know if you need anything else.",
+
+            # ========== 再见类 Farewell ==========
+            "再见": "再见！如有需要，随时联系。祝您生活愉快！",
+            "bye": "Goodbye! Feel free to reach out anytime. Have a great day!",
+            "goodbye": "Goodbye! Have a wonderful day!",
+
+            # ========== 社交礼貌类 Social Politeness ==========
+            "早上好": "早上好！很高兴为您服务。请问有什么可以帮到您的吗？",
+            "下午好": "下午好！很高兴为您服务。请问有什么可以帮到您的吗？",
+            "晚上好": "晚上好！很高兴为您服务。请问有什么可以帮到您的吗？",
+            "good morning": "Good morning! How can I assist you today?",
+            "good afternoon": "Good afternoon! How can I assist you today?",
+            "good evening": "Good evening! How can I assist you today?",
+        }
+
+        # Compile regex patterns for fuzzy matching
+        self._compile_patterns()
+
+    def _compile_patterns(self):
+        """Compile regex patterns for fuzzy FAQ matching"""
+        self.patterns = []
+        for keyword, response in self.faqs.items():
+            # Case-insensitive pattern with word boundaries
+            pattern = re.compile(re.escape(keyword), re.IGNORECASE)
+            self.patterns.append((pattern, response))
+
+    def find_match(self, query: str) -> Optional[str]:
+        """Find matching FAQ response
+
+        Args:
+            query: User query text
+
+        Returns:
+            Matching FAQ response or None if no match found
+        """
+        # Remove HTML tags and extra whitespace
+        clean_query = re.sub(r'<[^>]+>', '', query)
+        clean_query = ' '.join(clean_query.split())
+
+        # Try exact match first
+        if clean_query.lower() in (k.lower() for k in self.faqs.keys()):
+            for key, response in self.faqs.items():
+                if key.lower() == clean_query.lower():
+                    logger.info("FAQ exact match", key=key, query=clean_query[:50])
+                    return response
+
+        # Try fuzzy match (contains keyword)
+        for pattern, response in self.patterns:
+            if pattern.search(clean_query):
+                logger.info("FAQ fuzzy match", pattern=pattern.pattern, query=clean_query[:50])
+                return response
+
+        # No match found
+        logger.debug("No FAQ match found", query=clean_query[:50])
+        return None
+
+    def add_faq(self, keyword: str, response: str) -> None:
+        """Add or update FAQ entry
+
+        Args:
+            keyword: Question keyword
+            response: Answer text
+        """
+        self.faqs[keyword] = response
+        pattern = re.compile(re.escape(keyword), re.IGNORECASE)
+        self.patterns.append((pattern, response))
+        logger.info("FAQ added", keyword=keyword)
+
+    def get_all_keywords(self) -> list[str]:
+        """Get all FAQ keywords
+
+        Returns:
+            List of FAQ keywords
+        """
+        return list(self.faqs.keys())
+
+
+# Global FAQ library instance
+faq_library: Optional[FAQLibrary] = None
+
+
+def get_faq_library() -> FAQLibrary:
+    """Get or create global FAQ library instance"""
+    global faq_library
+    if faq_library is None:
+        faq_library = FAQLibrary()
+    return faq_library