从零开始搭建智能客服 Agent 系统

系统架构概览

1. 多轮对话管理设计

多轮对话管理是智能客服系统的核心，良好的对话管理可以让系统"记住"上下文，提供连贯的对话体验。

from typing import Dict, List, Optional
from dataclasses import dataclass
from datetime import datetime

@dataclass
class DialogueContext:
    session_id: str
    user_id: str
    start_time: datetime
    last_update: datetime
    conversation_history: List[Dict]
    current_intent: Optional[str] = None
    entities: Dict = None
    sentiment: float = 0.0

class DialogueManager:
    def __init__(self, llm_service, knowledge_base):
        self.llm = llm_service
        self.kb = knowledge_base
        self.sessions: Dict[str, DialogueContext] = {}
        
    async def handle_message(self, session_id: str, message: str) -> str:
        """处理用户消息"""
        # 获取或创建会话上下文
        context = self._get_or_create_session(session_id)
        
        # 更新对话历史
        context.conversation_history.append({
            "role": "user",
            "content": message,
            "timestamp": datetime.now()
        })
        
        # 意图识别
        intent = await self._identify_intent(message, context)
        context.current_intent = intent
        
        # 实体提取
        entities = await self._extract_entities(message, context)
        context.entities.update(entities)
        
        # 情绪分析
        sentiment = await self._analyze_sentiment(message)
        context.sentiment = sentiment
        
        # 生成响应
        response = await self._generate_response(context)
        
        # 更新对话历史
        context.conversation_history.append({
            "role": "assistant",
            "content": response,
            "timestamp": datetime.now()
        })
        
        return response
    
    async def _identify_intent(self, message: str, context: DialogueContext) -> str:
        """意图识别"""
        prompt = f"""
        对话历史：{context.conversation_history[-3:]}
        当前用户消息：{message}
        
        请识别用户意图，可能的意图包括：
        - inquiry_product: 产品咨询
        - technical_support: 技术支持
        - complaint: 投诉
        - general_chat: 闲聊
        - other: 其他
        
        仅返回意图标识符。
        """
        return await self.llm.generate(prompt)

标签：context,客服,self,await,Agent,从零开始,str,._,response
From： https://www.cnblogs.com/muzinan110/p/18554709