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常见问题由 Agent 自动处理

news 2026/7/14 23:51:32

核心矛盾：工单量增速明显快于客服团队扩编速度。

一、业务方案

1.1 目标

  • 常见问题由 Agent 自动处理
  • 首响从分钟级降到秒级
  • 同类问题走同一套 SOP
  • 复杂 / 敏感工单自动转人工

1.2 流程对比

改造前：
客户提交工单 → 排队 → 客服人工查看 → 查订单 → 查物流 → 判断 → 回复改造后：
客户提交工单 → Agent 秒级响应 → 自动查订单、查物流 → 自动判断 → 自动处理
（无法处理时 → 转人工 + 附完整上下文）

二、技术落地（ReActAgent 实现）

2.1 模块结构

com.example.csagent/
├── tools/
│   ├── OrderTools.java            # 查询订单
│   ├── LogisticTools.java         # 查询物流
│   └── MarketingTools.java        # 申请退款/发券
├── hitl/
│   └── HitlWebController.java     # 审批续传接口
└── CSAgentApp.java                # 启动入口

2.2 工具定义（真实 API）

在 Solon AI 中，业务工具应继承 AbsToolProvider，方法上标注 @ToolMapping：

import org.noear.solon.ai.annotation.ToolMapping;
import org.noear.solon.ai.chat.tool.AbsToolProvider;
import org.noear.solon.annotation.Param;/** 订单领域工具 */
public class OrderTools extends AbsToolProvider {@ToolMapping(description = "根据订单号查询订单详情，获取商品名、金额、物流单号")public String get_order(@Param(description = "订单号") String orderId) {// 生产环境改为调用内部订单服务if ("ORD_20251229".equals(orderId)) {return "{\"orderId\":\"ORD_20251229\", \"amount\": 158.0, "+ "\"trackNo\": \"track_123\", \"sku\": \"智能耳机\"}";}return "{\"error\": \"订单不存在\"}";}
}/** 物流领域工具 */
public class LogisticTools extends AbsToolProvider {@ToolMapping(description = "根据物流单号查询当前运输状态")public String get_logistic_status(@Param(description = "物流单号") String trackNo) {if ("track_123".equals(trackNo)) {return "{\"status\": \"lost\", \"info\": \"包裹在上海分拨中心丢失\"}";}return "{\"error\": \"查无此单\"}";}
}/** 营销/补偿领域工具 */
public class MarketingTools extends AbsToolProvider {@ToolMapping(description = "根据赔付策略发放补偿。"+ "规则：小额订单(<=100)发优惠券(coupon)；大额订单(>100)申请全额退款(refund)")public String apply_compensation(@Param(description = "赔付策略：coupon 或 refund") String strategy,@Param(description = "订单金额") double amount) {if ("refund".equals(strategy) && amount > 100) {return "【系统指令】已成功提交退款申请，金额 " + amount+ " 元预计 24 小时内原路退回。";} else if ("coupon".equals(strategy)) {return "【系统指令】已发放 20 元补偿优惠券至用户账户。";}return "【人工逻辑】赔付策略与金额不匹配，已转交人工客服审核。";}
}

2.3 组装 ReActAgent

import org.noear.solon.ai.agent.AgentSession;
import org.noear.solon.ai.agent.react.ReActAgent;
import org.noear.solon.ai.agent.session.InMemoryAgentSession;
import org.noear.solon.ai.chat.ChatModel;ChatModel chatModel = LlmUtil.getChatModel();ReActAgent agent = ReActAgent.of(chatModel).defaultToolAdd(new OrderTools()).defaultToolAdd(new LogisticTools()).defaultToolAdd(new MarketingTools()).modelOptions(o -> o.temperature(0.0)) // 决策场景建议低温.maxTurns(10).autoRethink(true).build();AgentSession session = InMemoryAgentSession.of("demo_customer_job_001");String userPrompt = "我的订单号是 ORD_20251229，到现在还没收到货，帮我查查怎么回事并给出处理方案。";String result = agent.prompt(userPrompt).session(session).call().getContent();System.out.println(result);

Agent 会自主完成：

  1. get_order → 拿到物流单号 track_123 和金额 158
  2. get_logistic_status → 识别 lost
  3. apply_compensation(strategy=refund, amount=158) → 触发退款

2.4 业务 SOP 怎么写？

不要再写虚构的 AiInterceptor 路由表。正确做法是：

  1. 把 SOP 写进 system prompt
  2. 把动作封装成工具，让 Agent 自己按规则调用
ReActAgent agent = ReActAgent.of(chatModel).systemPrompt(t -> """你是电商售后决策助手。处理规则：1. 先查订单，再查物流2. 若物流状态为 lost：- 金额 <= 100：发优惠券- 金额 > 100：申请全额退款3. 若已签收：引导客户联系邻居/快递员，不要直接退款4. 无法判断时说明原因并建议转人工""").defaultToolAdd(new OrderTools()).defaultToolAdd(new LogisticTools()).defaultToolAdd(new MarketingTools()).build();

2.5 人工升级兜底（HITL）

金额超过阈值时，用官方 HITLInterceptor 暂停执行：

import org.noear.solon.ai.agent.react.intercept.HITLInterceptor;
import org.noear.solon.ai.agent.react.intercept.HITL;
import org.noear.solon.ai.agent.react.intercept.HITLDecision;
import org.noear.solon.ai.agent.react.intercept.HITLTask;HITLInterceptor hitl = new HITLInterceptor().onTool("apply_compensation", (trace, args) -> {double amount = Double.parseDouble(args.get("amount").toString());return amount > 100 ? "大额赔付需人工审核" : null; // null = 放行});ReActAgent agent = ReActAgent.of(chatModel).defaultToolAdd(new OrderTools()).defaultToolAdd(new LogisticTools()).defaultToolAdd(new MarketingTools()).defaultInterceptorAdd(hitl).build();

审批提交与续传（对齐 article/1286）：

HITLTask task = HITL.getPendingTask(session);if ("approve".equals(action)) {HITL.submit(session, task.getToolName(),HITLDecision.approve().comment("管理员已核实"));
} else {HITL.submit(session, task.getToolName(),HITLDecision.reject("风险操作，已被管理员驳回"));
}// 提交后静默续传
ReActResponse resp = agent.prompt().session(session).call();

三、业务效果（定性）

上线后常见变化：

  • 自动链路：查单 → 定位问题 → 标准赔付，秒级完成
  • 人工链路：大额/异常单由 AI 备好上下文，人只做确认
  • 一致性：同一类问题按统一规则处理，减少“看人下菜”

不在此编造具体百分比。真实数据请以你们线上埋点为准。

真实处理示例

客户：“我的订单号是 ORD_20251229，到现在还没收到货”

Agent 处理链路：

  1. get_order("ORD_20251229") → 金额 158，物流单号 track_123
  2. get_logistic_status("track_123") → lost
  3. 金额 > 100 → 触发 apply_compensation(refund, 158)
  4. 若已配 HITL，则先挂起审批，管理员点“批准”后继续

四、同类场景扩展

业务场景不同工具不同规则兜底条件
保险理赔 保单查询、定损 不同险种流程 金额超阈值
物流投诉 运单追踪、赔偿计算 延误/破损/丢件 赔偿超阈值
物业报修 工单系统、维修派单 紧急/普通/预约 漏水/断电
酒店客服 预订查询、退款 取消/投诉/加订 升级值班经理
银行信用卡 账单查询、挂失 盗刷/降额/提额 账户安全相关

五、落地建议

  1. 从高频低价值工单开始：查物流、查订单先跑通
  2. HITL 阈值从宽到严：初期退款全审批，再逐步放宽
  3. SOP 写进 prompt + 工具描述：不要虚构拦截器路由
  4. 保留“转人工”底线：客户明确要求时立即升级

链接
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