import db from '../config/database';
import { AIService } from './AIService';
import { AuditService } from './AuditService';

/**
 * [BIZ_MKT_08] 多语种 AI 客服自动响应网关
 * 负责接收外部消息、情感分析、多语种翻译及 AI 自动回复
 */
export class CustomerServiceAgent {
  /**
   * 处理入站消息
   */
  static async handleIncomingMessage(
    tenantId: string, 
    externalUserId: string, 
    platform: string, 
    text: string, 
    traceId: string
  ): Promise<string> {
    // 1. 语言检测与情感分析 (模拟调用 AI 服务)
    const analysis = await AIService.analyzeSentiment(text);
    const language = analysis.language || 'en';
    const sentiment = analysis.score; // -1 to 1

    // 2. 生成回复内容
    let aiResponse = '';
    if (sentiment < -0.5) {
      // 负面情绪，转接人工或特殊安抚回复
      aiResponse = await this.generateEmpathyResponse(text, language);
    } else {
      // 正常回复
      aiResponse = await AIService.generateResponse(text, language, tenantId);
    }

    // 3. 持久化记录
    await db('cf_cs_messages').insert({
      tenant_id: tenantId,
      external_user_id: externalUserId,
      platform,
      incoming_text: text,
      ai_response: aiResponse,
      language,
      sentiment_score: sentiment,
      created_at: db.fn.now()
    });

    // 4. 审计记录
    await AuditService.log({
      tenant_id: tenantId,
      action: 'CS_AI_RESPONSE',
      target_type: 'CS_MESSAGE',
      target_id: externalUserId,
      trace_id: traceId,
      new_data: JSON.stringify({ aiResponse, sentiment }),
      metadata: JSON.stringify({ platform, language })
    });

    return aiResponse;
  }

  /**
   * 生成同理心回复 (用于高风险负面情绪)
   */
  private static async generateEmpathyResponse(text: string, language: string): Promise<string> {
    // 模拟基于 LLM 的同理心回复逻辑
    const templates: Record<string, string> = {
      'en': "We sincerely apologize for the negative experience you've had. Our support team has been notified and will prioritize your case.",
      'zh': "我们对您遇到的不愉快体验深表歉意。我们的支持团队已收到通知，并将优先处理您的问题。",
      'es': "Lamentamos sinceramente la experiencia negativa que ha tenido. Nuestro equipo de soporte ha sido notificado.",
      'fr': "Nous vous présentons nos sincères excuses pour l'expérience négative que vous avez vécue. Notre équipe a été prévenue."
    };
    return templates[language] || templates['en'];
  }
}
