ylrz_saas_pharmacy/java/fs-service/scripts/lobster_utf8_sources/LobsterProactiveGreetingService.java

package com.fs.company.service.workflow.execution;

import com.fs.company.domain.CompanyWorkflowLobsterNode;
import com.fs.company.service.llm.MultiModelRouter;
import com.fs.company.service.workflow.VariableSubstitutionEngine;
import com.fs.company.service.workflow.prompt.EnginePromptHelper;
import com.fs.company.service.workflow.prompt.LobsterPromptGuardrails;
import com.fs.company.service.workflow.prompt.LobsterEnginePromptCatalog;
import org.slf4j.Logger;
import org.slf4j.LoggerFactory;
import org.springframework.beans.factory.annotation.Autowired;
import org.springframework.beans.factory.annotation.Value;
import org.springframework.stereotype.Service;

import java.util.Map;

/**
 * 主动问候：客户未开口时 START/GREET 节点优先租户配置话术，否则 100% AI 生成；含 cooldown + 去重。
 */
@Service
public class LobsterProactiveGreetingService {

    private static final Logger log = LoggerFactory.getLogger(LobsterProactiveGreetingService.class);

    static final String VAR_LAST_GREET_MS = "_lastProactiveGreetMs";
    static final String VAR_GREET_COUNT = "_proactiveGreetCount";
    static final String VAR_LAST_GREET_TEXT = "_lastProactiveGreetText";

    @Autowired(required = false)
    private MultiModelRouter multiModelRouter;

    @Autowired(required = false)
    private EnginePromptHelper enginePrompts;

    @Autowired(required = false)
    private VariableSubstitutionEngine varEngine;

    @Value("${lobster.proactive-greet.cooldown-hours:24}")
    private int cooldownHours;

    @Value("${lobster.proactive-greet.max-without-reply:2}")
    private int maxWithoutReply;

    @Value("${lobster.proactive-greet.ai-enabled:true}")
    private boolean aiEnabled;

    public boolean isProactiveContext(Map<String, Object> variables) {
        if (variables == null) {
            return false;
        }
        if (Boolean.TRUE.equals(variables.get("_proactiveOutbound"))) {
            return true;
        }
        Object trigger = variables.get("triggerSource");
        if (trigger != null) {
            String src = trigger.toString();
            return "proactive_task".equals(src) || "binding_provision".equals(src)
                    || "scheduler".equals(src) || "tag_bind_or_hook".equals(src);
        }
        return false;
    }

    public boolean isOpeningGreetNode(CompanyWorkflowLobsterNode node) {
        if (node == null) {
            return false;
        }
        if (node.getNodeType() != null && node.getNodeType() == 1) {
            return true;
        }
        String code = node.getNodeCode();
        return code != null && ("START".equalsIgnoreCase(code) || "GREET".equalsIgnoreCase(code));
    }

    /**
     * START/GREET 开场：有配置话术则渲染后投递（可 AI 变体），无配置则 100% AI 生成。
     */
    public String resolveOpeningGreeting(Long companyId, Long instanceId, CompanyWorkflowLobsterNode node,
                                           Map<String, Object> variables) {
        if (LobsterMessageTemplateRenderer.hasCustomerSpoken(variables)) {
            return "";
        }

        String configuredRaw = LobsterMessageTemplateRenderer.extractConfiguredOpeningScript(node, variables);
        if (!configuredRaw.isEmpty()) {
            String rendered = LobsterMessageTemplateRenderer.render(configuredRaw, variables, varEngine);
            log.debug("[ProactiveGreet] opening use configured script, node={}, instanceId={}",
                    node != null ? node.getNodeCode() : null, instanceId);
            return resolveConfiguredScriptDelivery(companyId, instanceId, variables, rendered);
        }

        log.debug("[ProactiveGreet] opening no script configured, use AI, node={}, instanceId={}",
                node != null ? node.getNodeCode() : null, instanceId);
        return resolveAiOpeningGreeting(companyId, instanceId, variables, "");
    }

    /**
     * 非 START 开场节点：主动任务场景下对配置话术做 cooldown/去重处理。
     */
    public String resolveForDelivery(Long companyId, Long instanceId, CompanyWorkflowLobsterNode node,
                                     Map<String, Object> variables, String renderedTemplate,
                                     boolean openingNode) {
        if (renderedTemplate == null || renderedTemplate.isBlank()) {
            if (openingNode && !LobsterMessageTemplateRenderer.hasCustomerSpoken(variables)) {
                return resolveOpeningGreeting(companyId, instanceId, node, variables);
            }
            return renderedTemplate;
        }
        if (LobsterMessageTemplateRenderer.hasCustomerSpoken(variables)) {
            return renderedTemplate;
        }
        if (openingNode) {
            return resolveConfiguredScriptDelivery(companyId, instanceId, variables, renderedTemplate);
        }
        boolean proactive = isProactiveContext(variables);
        if (!proactive) {
            return renderedTemplate;
        }
        return resolveConfiguredScriptDelivery(companyId, instanceId, variables, renderedTemplate);
    }

    private String resolveAiOpeningGreeting(Long companyId, Long instanceId,
                                            Map<String, Object> variables, String templateHint) {
        if (!aiEnabled || multiModelRouter == null) {
            log.warn("[ProactiveGreet] opening AI disabled or router unavailable, instanceId={}", instanceId);
            return null;
        }

        int sentCount = greetCount(variables);
        long lastMs = lastGreetMs(variables);
        long now = System.currentTimeMillis();
        long cooldownMs = Math.max(1, cooldownHours) * 3600_000L;

        if (sentCount >= maxWithoutReply && now - lastMs < cooldownMs) {
            log.info("[ProactiveGreet] opening skip: max {} without reply, instanceId={}",
                    maxWithoutReply, instanceId);
            return null;
        }

        String lastText = lastGreetText(variables);
        String ai = generateAiGreeting(companyId, variables, templateHint, sentCount);
        if (ai == null || ai.isBlank()) {
            log.warn("[ProactiveGreet] opening AI empty, instanceId={}", instanceId);
            return null;
        }
        ai = ai.trim();
        if (lastText != null && isSameGreeting(ai, lastText) && now - lastMs < cooldownMs) {
            log.info("[ProactiveGreet] opening AI duplicate within cooldown, instanceId={}", instanceId);
            return null;
        }

        recordSent(variables, ai, now);
        LobsterOutboundQualityGate.markAiGenerated(variables, "ai_opening");
        return ai;
    }

    /** 配置话术投递：cooldown/去重；必要时 AI 变体，租户脚本跳过 quality gate。 */
    private String resolveConfiguredScriptDelivery(Long companyId, Long instanceId,
                                                   Map<String, Object> variables, String renderedTemplate) {
        int sentCount = greetCount(variables);
        long lastMs = lastGreetMs(variables);
        long now = System.currentTimeMillis();
        long cooldownMs = Math.max(1, cooldownHours) * 3600_000L;

        if (sentCount >= maxWithoutReply && now - lastMs < cooldownMs) {
            log.info("[ProactiveGreet] skip: already sent {} without reply, instanceId={}", sentCount, instanceId);
            return null;
        }

        String lastText = lastGreetText(variables);
        if (lastText != null && isSameGreeting(lastText, renderedTemplate) && now - lastMs < cooldownMs) {
            if (aiEnabled && multiModelRouter != null) {
                String varied = generateAiGreeting(companyId, variables, renderedTemplate, sentCount);
                if (varied != null && !varied.isBlank() && !isSameGreeting(varied, lastText)) {
                    recordSent(variables, varied.trim(), now);
                    LobsterOutboundQualityGate.markAiGenerated(variables, "ai_opening_varied");
                    return varied.trim();
                }
            }
            log.info("[ProactiveGreet] skip duplicate script within cooldown, instanceId={}", instanceId);
            return null;
        }

        recordSent(variables, renderedTemplate, now);
        LobsterOutboundQualityGate.markTenantConfiguredScript(variables);
        return renderedTemplate;
    }

    private String generateAiGreeting(Long companyId, Map<String, Object> variables,
                                      String templateHint, int priorCount) {
        try {
            Map<String, String> brands = LobsterMessageTemplateRenderer.brandMapFromVariables(variables);
            String customerName = variables.get("customerName") != null
                    ? variables.get("customerName").toString() : "您";
            String nodeCode = variables.get("_greetNodeCode") != null
                    ? variables.get("_greetNodeCode").toString() : "START";
            String prompt = enginePrompts != null
                    ? enginePrompts.content("proactive_silent_greeting", companyId,
                    EnginePromptHelper.vars(
                            "customerName", customerName,
                            "companyShortName", brands.getOrDefault("companyShortName", "我们公司"),
                            "advisorName", brands.getOrDefault("advisorName", "专属顾问"),
                            "mainProduct", brands.getOrDefault("mainProduct", "产品服务"),
                            "nodeCode", nodeCode,
                            "referenceTemplate", templateHint != null ? templateHint : "",
                            "priorCount", String.valueOf(priorCount)))
                    : LobsterEnginePromptCatalog.defaultContent("proactive_silent_greeting");
            String reply = multiModelRouter.generateResponse(prompt, null, "proactive_silent_greeting");
            return sanitizeAiGreeting(reply);
        } catch (Exception e) {
            log.debug("[ProactiveGreet] AI greeting failed: {}", e.getMessage());
            return null;
        }
    }

    private static String sanitizeAiGreeting(String reply) {
        if (reply == null || reply.isBlank()) {
            return null;
        }
        String trimmed = reply.trim();
        if (trimmed.startsWith("\"") && trimmed.endsWith("\"") && trimmed.length() > 2) {
            trimmed = trimmed.substring(1, trimmed.length() - 1);
        }
        trimmed = LobsterPromptGuardrails.finalizeCustomerFacingReply(trimmed, trimmed);
        return trimmed != null && !trimmed.isBlank() ? trimmed.trim() : null;
    }

    private static void recordSent(Map<String, Object> variables, String message, long now) {
        if (variables == null) {
            return;
        }
        variables.put(VAR_LAST_GREET_MS, now);
        variables.put(VAR_LAST_GREET_TEXT, message);
        variables.put(VAR_GREET_COUNT, greetCount(variables) + 1);
    }

    private static int greetCount(Map<String, Object> variables) {
        if (variables == null) {
            return 0;
        }
        Object raw = variables.get(VAR_GREET_COUNT);
        return raw instanceof Number ? ((Number) raw).intValue() : 0;
    }

    private static long lastGreetMs(Map<String, Object> variables) {
        if (variables == null) {
            return 0L;
        }
        Object raw = variables.get(VAR_LAST_GREET_MS);
        return raw instanceof Number ? ((Number) raw).longValue() : 0L;
    }

    private static String lastGreetText(Map<String, Object> variables) {
        if (variables == null) {
            return null;
        }
        Object raw = variables.get(VAR_LAST_GREET_TEXT);
        return raw != null ? raw.toString() : null;
    }

    private static boolean isSameGreeting(String a, String b) {
        if (a == null || b == null) {
            return false;
        }
        return normalize(a).equals(normalize(b));
    }

    private static String normalize(String text) {
        return text.replaceAll("\\s+", "")
                .replace("${customerName}", "您")
                .replace("${customer_name}", "您");
    }
}