52 lines
2.2 KiB
TypeScript
52 lines
2.2 KiB
TypeScript
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import db from '../config/database';
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import { logger } from '../utils/logger';
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import { DecisionExplainabilityEngine } from '../core/ai/DecisionExplainabilityEngine';
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/**
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* [BIZ_OPS_150] 多语言客服响应极性偏移监控 (Sentiment)
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* @description 核心逻辑：监控跨语言（如德语、法语、日语）客服对话的情感极性，识别因文化差异或翻译不准导致的客户不满风险。
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*/
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export class GlobalCSMonitor {
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/**
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* 监控情感偏移 (BIZ_OPS_150)
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*/
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static async monitorSentimentDrift(tenantId: string, ticketId: string): Promise<any> {
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logger.info(`[CSMonitor] Monitoring sentiment for Ticket: ${ticketId}, Tenant: ${tenantId}`);
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try {
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// 1. 模拟获取对话情感得分
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// 假设检测到德语客服回复后，客户情感分从 0.6 降至 0.2
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const sentimentTrend = [0.6, 0.55, 0.21];
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const currentSentiment = sentimentTrend[sentimentTrend.length - 1];
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// 2. 极性偏移识别
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if (currentSentiment < 0.3) {
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const advice = `CRITICAL SENTIMENT DRIFT: Ticket ${ticketId} shows sharp negative sentiment shift. ` +
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`Potential cultural misunderstanding or translation error detected in non-English communication. ` +
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`Suggesting immediate supervisor takeover.`;
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// 3. [UX_XAI_01] 记录决策证据链
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await DecisionExplainabilityEngine.logDecision({
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tenantId,
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module: 'CUSTOMER_SUCCESS_GOVERNANCE',
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resourceId: ticketId,
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decisionType: 'SENTIMENT_DRIFT_WARNING',
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causalChain: advice,
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factors: [
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{ name: 'CurrentSentiment', value: currentSentiment, weight: 0.8, impact: 'NEGATIVE' },
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{ name: 'SentimentDelta', value: sentimentTrend[0] - currentSentiment, weight: 0.2, impact: 'NEGATIVE' }
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],
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traceId: 'cs-monitor-' + Date.now()
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});
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return { success: true, riskLevel: 'CRITICAL', currentSentiment, advice, status: 'PENDING_REVIEW' };
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}
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return { success: true, riskLevel: 'LOW', currentSentiment };
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} catch (err: any) {
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logger.error(`[CSMonitor][WARN] Monitoring failed: ${err.message}`);
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return { success: false, error: err.message };
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}
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}
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}
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