import db from '../config/database';
import { logger } from '../utils/logger';
import { DecisionExplainabilityEngine } from '../core/ai/DecisionExplainabilityEngine';

/**
 * [BIZ_OPS_150] 多语言客服响应极性偏移监控 (Sentiment)
 * @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。
 */
export class GlobalCSMonitor {
  /**
   * 监控情感偏移 (BIZ_OPS_150)
   */
  static async monitorSentimentDrift(tenantId: string, ticketId: string): Promise<any> {
    logger.info(`[CSMonitor] Monitoring sentiment for Ticket: ${ticketId}, Tenant: ${tenantId}`);

    try {
      // 1. 模拟获取对话情感得分
      // 假设检测到德语客服回复后，客户情感分从 0.6 降至 0.2
      const sentimentTrend = [0.6, 0.55, 0.21]; 
      const currentSentiment = sentimentTrend[sentimentTrend.length - 1];

      // 2. 极性偏移识别
      if (currentSentiment < 0.3) {
        const advice = `CRITICAL SENTIMENT DRIFT: Ticket ${ticketId} shows sharp negative sentiment shift. ` +
          `Potential cultural misunderstanding or translation error detected in non-English communication. ` +
          `Suggesting immediate supervisor takeover.`;

        // 3. [UX_XAI_01] 记录决策证据链
        await DecisionExplainabilityEngine.logDecision({
          tenantId,
          module: 'CUSTOMER_SUCCESS_GOVERNANCE',
          resourceId: ticketId,
          decisionType: 'SENTIMENT_DRIFT_WARNING',
          causalChain: advice,
          factors: [
            { name: 'CurrentSentiment', value: currentSentiment, weight: 0.8, impact: 'NEGATIVE' },
            { name: 'SentimentDelta', value: sentimentTrend[0] - currentSentiment, weight: 0.2, impact: 'NEGATIVE' }
          ],
          traceId: 'cs-monitor-' + Date.now()
        });

        return { success: true, riskLevel: 'CRITICAL', currentSentiment, advice, status: 'PENDING_REVIEW' };
      }

      return { success: true, riskLevel: 'LOW', currentSentiment };
    } catch (err: any) {
      logger.error(`[CSMonitor][WARN] Monitoring failed: ${err.message}`);
      return { success: false, error: err.message };
    }
  }
}