Update engine/flow_router.py

engine/flow_router.py

@@ -30,244 +30,61 @@ from knowledge.replies import (
     unknown_reply,
 )
 
+from knowledge.message_understanding import classify_message
 from handoff.sales import create_sales_handoff_result
 from handoff.support import create_support_handoff_result
 from handoff.complaints import create_complaint_flow_result
 
 
-def normalize_text(text: str) -> str:
-    return (text or "").strip().lower()
-
-
-def contains_any(text: str, keywords: list) -> bool:
-    return any(k in text for k in keywords)
-
-
-def is_yes(text: str) -> bool:
-    t = normalize_text(text)
-    return t in [
-        "نعم", "اه", "أه", "ايوه", "أيوه", "yes", "y",
-        "درست", "اه درست", "أيوه درست"
-    ]
-
-
-def is_no(text: str) -> bool:
-    t = normalize_text(text)
-    return t in [
-        "لا", "لأ", "لاا", "no", "n",
-        "مدرستش", "ما درستش", "لا مدرستش"
-    ]
-
-
-def is_new_student(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "طالب جديد", "جديد", "عميل جديد", "اول مرة", "أول مرة",
-        "لسه جديد", "مشترك جديد"
-    ])
-
-
-def is_current_student(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "طالب حالي", "حالي", "عميل حالي", "مشترك", "مشترك حالي",
-        "أنا طالب", "انا طالب عندكم", "انا مشترك"
-    ])
-
-
-def is_adults(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "كبار", "adult", "adults", "الكبار", "كورسات الكبار"
-    ])
-
-
-def is_children(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "اطفال", "أطفال", "طفل", "children", "kids",
-        "كورسات الأطفال", "كورسات الاطفال"
-    ])
-
-
-def is_support_request(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "استفسار", "سؤال", "عندي سؤال", "مشكلة", "مش فاهم",
-        "عايز اسأل", "عايزة اسأل", "محتاج مساعدة", "محتاجه مساعدة",
-        "support", "خدمة العملاء"
-    ])
-
-
-def is_next_level_booking(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "حجز", "احجز", "المستوى التالي", "مستوى تالي",
-        "next level", "احجز المستوى", "حجز مستوى"
-    ])
-
-
-def detect_level(text: str):
-    t = normalize_text(text)
-
-    if contains_any(t, ["1a", "a1", "a1.1", "1 a"]):
-        return "1A"
-
-    if contains_any(t, ["2a", "a2", "a1.2", "2 a"]):
-        return "2A"
-
-    if contains_any(t, ["1b", "b1", "b1.1", "1 b"]):
-        return "1B"
-
-    if contains_any(t, ["1c", "2b", "b2", "1c2/b", "1 c", "2 b"]):
-        return "1C2/B"
-
-    return None
-
-
-def detect_payment_method(text: str):
-    t = normalize_text(text)
-
-    if contains_any(t, ["فرع", "فروع", "كاش", "cash"]):
-        return "branch_or_cash"
-
-    if contains_any(t, ["تحويل", "بنكي", "bank", "transfer"]):
-        return "bank_transfer"
-
-    if contains_any(t, ["فودافون", "vodafone", "vodafone cash"]):
-        return "vodafone_cash"
-
-    if contains_any(t, ["فيزا", "visa", "ماستر", "master", "credit card", "card"]):
-        return "card"
-
-    if contains_any(t, ["تقسيط", "value", "فاليو"]):
-        return "installments"
-
-    return None
-
-
-def is_complaint(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "شكوى", "اشتكي", "اشتك", "مشكلة كبيرة", "complaint"
-    ])
-
-
-def wants_direct_support(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "تواصل", "اكلم", "عايز حد يكلمني", "عايزة حد يكلمني",
-        "عايز اكلم خدمة العملاء", "عايزة اكلم خدمة العملاء"
-    ])
-
-
-def wants_start(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "ابدأ", "ابدا", "مساعدة", "مساعده", "start", "menu", "القائمة"
-    ])
-
-
-def wants_restart(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "من جديد", "ابدأ من جديد", "restart", "مينيو", "القائمة", "ابدأ"
-    ])
-
-
-def wants_new_topic(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "عايز اسال عن حاجة تانية",
-        "عايزة اسال عن حاجة تانية",
-        "استفسار جديد",
-        "موضوع تاني",
-        "حاجة تانية"
-    ])
-
-
-def wants_courses_info(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "كورسات",
-        "الكورسات",
-        "ايه الكورسات",
-        "ما هي الكورسات",
-        "الأنواع",
-        "ال��نواع",
-        "عايز اعرف الكورسات",
-        "عايزة اعرف الكورسات",
-        "ايه الكورسات المتاحة",
-        "الكورسات المتاحة"
-    ])
-
-
-def asks_about_prior_study_case(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "لو كنت درست",
-        "لو كنت دارس",
-        "لو درست قبل كده",
-        "طب لو درست",
-        "ولو درست",
-        "اذا كنت درست",
-        "إذا كنت درست",
-        "اختبار تحديد مستوى",
-        "تحديد مستوى"
-    ])
-
-
-def asks_about_beginner_case(text: str) -> bool:
-    t = normalize_text(text)
-    return contains_any(t, [
-        "لو مكنتش درست",
-        "لو ما درستش",
-        "لو مدرستش",
-        "لو لسه جديد",
-        "لو مبتدئ",
-        "لو بادئ",
-        "لو اول مرة",
-        "لو أول مرة"
-    ])
-
-
 def route_message(state: str, text: str, session: dict):
-    t = normalize_text(text)
     flow_data = session.get("flow_data", {}) or {}
+    parsed = classify_message(state, text, flow_data)
+
+    kind = parsed["kind"]
+    value = parsed["value"]
+    entities = parsed.get("entities", {}) or {}
 
     # =========================
-    # Global interrupts / rerouting
+    # Global topic switches
     # =========================
-    if wants_restart(t):
-        return ask_new_or_current_reply({})
+    if kind == "topic_switch":
+        if value in ["restart", "new_topic", "courses_info"]:
+            return {
+                "next_state": WAITING_MAIN_MENU,
+                "flow_data": {},
+                "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
+            }
 
-    if is_complaint(t):
-        return create_complaint_flow_result(flow_data)
+        if value == "complaint":
+            return create_complaint_flow_result(flow_data)
 
-    if wants_direct_support(t):
-        return create_support_handoff_result(
-            flow_data=flow_data,
-            summary=f"طلب تواصل مباشر أثناء المحادثة: {text}"
-        )
+        if value == "direct_support":
+            return create_support_handoff_result(
+                flow_data=flow_data,
+                summary=f"طلب تواصل مباشر أثناء المحادثة: {text}"
+            )
 
-    if wants_new_topic(t):
-        return {
-            "next_state": WAITING_MAIN_MENU,
-            "flow_data": {},
-            "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
-        }
+        if value == "children_courses":
+            new_flow = dict(flow_data)
+            new_flow["customer_type"] = "new"
+            new_flow["audience"] = "children"
+            return ask_prior_study_reply(new_flow)
 
-    if is_children(t) and state not in [WAITING_AUDIENCE, WAITING_PRIOR_STUDY]:
-        new_flow = dict(flow_data)
-        new_flow["customer_type"] = "new"
-        new_flow["audience"] = "children"
-        return ask_prior_study_reply(new_flow)
+        if value == "adults_courses":
+            new_flow = dict(flow_data)
+            new_flow["customer_type"] = "new"
+            new_flow["audience"] = "adults"
+            return ask_prior_study_reply(new_flow)
 
-    if is_adults(t) and state not in [WAITING_AUDIENCE, WAITING_PRIOR_STUDY]:
-        new_flow = dict(flow_data)
-        new_flow["customer_type"] = "new"
-        new_flow["audience"] = "adults"
-        return ask_prior_study_reply(new_flow)
+        if value == "new_student":
+            new_flow = dict(flow_data)
+            new_flow["customer_type"] = "new"
+            return ask_audience_reply(new_flow)
+
+        if value == "current_student":
+            new_flow = dict(flow_data)
+            new_flow["customer_type"] = "current"
+            return current_student_menu_reply(new_flow)
 
     # =========================
     # START
@@ -279,32 +96,18 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_MAIN_MENU
     # =========================
     if state == WAITING_MAIN_MENU:
-        if wants_start(t):
-            return ask_new_or_current_reply(flow_data)
-
-        if is_new_student(t):
-            flow_data["customer_type"] = "new"
-            return ask_audience_reply(flow_data)
-
-        if is_current_student(t):
-            flow_data["customer_type"] = "current"
-            return current_student_menu_reply(flow_data)
-
-        if wants_courses_info(t):
-            return ask_new_or_current_reply(flow_data)
-
         return ask_new_or_current_reply(flow_data)
 
     # =========================
     # WAITING_USER_TYPE
     # =========================
     if state == WAITING_USER_TYPE:
-        if is_new_student(t):
-            flow_data["customer_type"] = "new"
+        if kind == "direct_answer" and value == "new_student":
+            flow_data.update(entities)
             return ask_audience_reply(flow_data)
 
-        if is_current_student(t):
-            flow_data["customer_type"] = "current"
+        if kind == "direct_answer" and value == "current_student":
+            flow_data.update(entities)
             return current_student_menu_reply(flow_data)
 
         return {
@@ -317,12 +120,12 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_AUDIENCE
     # =========================
     if state == WAITING_AUDIENCE:
-        if is_adults(t):
-            flow_data["audience"] = "adults"
+        if kind == "direct_answer" and value == "adults":
+            flow_data.update(entities)
             return ask_prior_study_reply(flow_data)
 
-        if is_children(t):
-            flow_data["audience"] = "children"
+        if kind == "direct_answer" and value == "children":
+            flow_data.update(entities)
             return ask_prior_study_reply(flow_data)
 
         return {
@@ -335,12 +138,12 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_PRIOR_STUDY
     # =========================
     if state == WAITING_PRIOR_STUDY:
-        if is_no(t):
-            flow_data["prior_study"] = False
+        if kind == "direct_answer" and value == "prior_study_no":
+            flow_data.update(entities)
             return beginner_schedule_reply(flow_data)
 
-        if is_yes(t):
-            flow_data["prior_study"] = True
+        if kind == "direct_answer" and value == "prior_study_yes":
+            flow_data.update(entities)
             return placement_test_reply(flow_data)
 
         return {
@@ -353,57 +156,55 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_BEGINNER_SCHEDULE_CHOICE
     # =========================
     if state == WAITING_BEGINNER_SCHEDULE_CHOICE:
-        if asks_about_prior_study_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_true":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = True
+            new_flow.update(entities)
             return placement_test_reply(new_flow)
 
-        if asks_about_beginner_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_false":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = False
+            new_flow.update(entities)
             return beginner_schedule_reply(new_flow)
 
-        if contains_any(t, ["تم", "اخترت", "اختارت", "جاهز", "جاهزة"]):
-            return pdf_102_reply(flow_data)
-
-        if contains_any(t, ["عايز احجز", "عايزة احجز", "احجز", "حجز", "اشترك", "اشتراك"]):
-            return pdf_102_reply(flow_data)
-
-        if contains_any(t, ["محتاج مساعدة", "محتاجه مساعدة", "استفسار", "سؤال"]):
+        if kind == "state_switch" and value == "support_needed":
             return create_support_handoff_result(
                 flow_data=flow_data,
                 summary="استفسار عن مواعيد كورسات المبتدئين"
             )
 
-        return {
-            "next_state": WAITING_BEGINNER_SCHEDULE_CHOICE,
-            "flow_data": flow_data,
-            "reply": "بعد ما تراجع المواعيد، ابعتلي تم أو قولّي تحب نكمّل الحجز."
-        }
+        if kind == "direct_answer" and value in ["confirm_schedule_reviewed", "proceed_booking"]:
+            return pdf_102_reply(flow_data)
+
+        if kind == "unclear":
+            return {
+                "next_state": WAITING_BEGINNER_SCHEDULE_CHOICE,
+                "flow_data": flow_data,
+                "reply": "تقصد تكمل الحجز، ولا بتسأل عن حالة لو كنت درست ألماني قبل كده؟"
+            }
 
     # =========================
     # WAITING_PDF_102_CONFIRMATION
     # =========================
     if state == WAITING_PDF_102_CONFIRMATION:
-        if asks_about_prior_study_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_true":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = True
+            new_flow.update(entities)
             return placement_test_reply(new_flow)
 
-        if asks_about_beginner_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_false":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = False
+            new_flow.update(entities)
             return beginner_schedule_reply(new_flow)
 
-        if contains_any(t, ["تم", "خلصت", "قريت", "اطلعت", "جاهز", "جاهزة"]):
-            return payment_methods_reply(flow_data)
-
-        if contains_any(t, ["محتاج مساعدة", "محتاجه مساعدة", "استفسار", "سؤال"]):
+        if kind == "state_switch" and value == "support_needed":
             return create_support_handoff_result(
                 flow_data=flow_data,
                 summary="استفسار بعد إرسال ملف 102"
             )
 
+        if kind == "direct_answer" and value == "confirm_pdf_reviewed":
+            return payment_methods_reply(flow_data)
+
         return {
             "next_state": WAITING_PDF_102_CONFIRMATION,
             "flow_data": flow_data,
@@ -414,26 +215,26 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_PLACEMENT_TEST_CONFIRMATION
     # =========================
     if state == WAITING_PLACEMENT_TEST_CONFIRMATION:
-        if asks_about_beginner_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_false":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = False
+            new_flow.update(entities)
             return beginner_schedule_reply(new_flow)
 
-        if asks_about_prior_study_case(t):
+        if kind == "state_switch" and value == "switch_to_prior_study_true":
             new_flow = dict(flow_data)
-            new_flow["prior_study"] = True
+            new_flow.update(entities)
             return placement_test_reply(new_flow)
 
-        if contains_any(t, ["تم", "اخترت", "اختارت", "جاهز", "جاهزة"]):
-            return create_sales_handoff_result(
+        if kind == "state_switch" and value == "support_needed":
+            return create_support_handoff_result(
                 flow_data=flow_data,
-                summary="عميل اختار أو مهتم باختبار تحديد مستوى"
+                summary="استفسار عن اختبار تحديد المستوى"
             )
 
-        if contains_any(t, ["تفاصيل", "اعرف اكتر", "محتاج مساعدة", "مساعدة", "استفسار"]):
-            return create_support_handoff_result(
+        if kind == "direct_answer" and value == "confirm_placement_test_reviewed":
+            return create_sales_handoff_result(
                 flow_data=flow_data,
-                summary="استفسار عن اختبار تحديد المستوى"
+                summary="عميل اختار أو مهتم باختبار تحديد مستوى"
             )
 
         return {
@@ -446,10 +247,10 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_CURRENT_STUDENT_ACTION
     # =========================
     if state == WAITING_CURRENT_STUDENT_ACTION:
-        if is_support_request(t):
+        if kind == "direct_answer" and value == "current_student_support":
             return support_question_reply(flow_data)
 
-        if is_next_level_booking(t):
+        if kind == "direct_answer" and value == "current_student_next_level":
             return ask_level_selection_reply(flow_data)
 
         return {
@@ -462,24 +263,28 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_SUPPORT_QUESTION
     # =========================
     if state == WAITING_SUPPORT_QUESTION:
-        flow_data["support_question"] = text
+        if kind == "direct_answer" and value == "support_question_text":
+            flow_data.update(entities)
+            return create_support_handoff_result(
+                flow_data=flow_data,
+                summary=f"استفسار طالب حالي: {text}"
+            )
 
-        return create_support_handoff_result(
-            flow_data=flow_data,
-            summary=f"استفسار طالب حالي: {text}"
-        )
+        return {
+            "next_state": WAITING_SUPPORT_QUESTION,
+            "flow_data": flow_data,
+            "reply": "اكتبلي استفسارك بالتفصيل، وأنا هرفعه لفريق خدمة العملاء."
+        }
 
     # =========================
     # WAITING_LEVEL_SELECTION
     # =========================
     if state == WAITING_LEVEL_SELECTION:
-        level = detect_level(t)
-
-        if level:
-            flow_data["selected_level"] = level
+        if kind == "direct_answer" and value == "level_selected":
+            flow_data.update(entities)
             return payment_methods_reply(flow_data)
 
-        if contains_any(t, ["مش عارف", "مش متأكد", "مش متاكدة", "محتاج مساعدة", "استفسار"]):
+        if kind == "state_switch" and value == "support_needed":
             return create_support_handoff_result(
                 flow_data=flow_data,
                 summary="طالب حالي محتاج مساعدة في اختيار المستوى التالي"
@@ -495,11 +300,10 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_PAYMENT_METHOD
     # =========================
     if state == WAITING_PAYMENT_METHOD:
-        payment_method = detect_payment_method(t)
-
-        if payment_method:
-            flow_data["payment_method"] = payment_method
+        if kind == "direct_answer" and value == "payment_method_selected":
+            flow_data.update(entities)
 
+            payment_method = flow_data.get("payment_method")
             payment_summaries = {
                 "branch_or_cash": "عميل جاهز للحجز واختار الدفع كاش أو في الفرع",
                 "bank_transfer": "عميل جاهز للحجز واختار تحويل بنكي",
@@ -513,7 +317,7 @@ def route_message(state: str, text: str, session: dict):
                 summary=payment_summaries[payment_method]
             )
 
-        if contains_any(t, ["استفسار", "سؤال", "محتاج مساعدة", "محتاجه مساعدة"]):
+        if kind == "state_switch" and value == "support_needed":
             return create_support_handoff_result(
                 flow_data=flow_data,
                 summary="استفسار عن طرق الدفع أو إتمام الحجز"
@@ -529,7 +333,7 @@ def route_message(state: str, text: str, session: dict):
     # WAITING_COMPLAINT_FORM
     # =========================
     if state == WAITING_COMPLAINT_FORM:
-        if contains_any(t, ["تم", "خلصت", "سجلت", "قدمت", "بعت"]):
+        if kind == "direct_answer" and value == "complaint_form_submitted":
             return {
                 "next_state": WAITING_COMPLAINT_FORM,
                 "flow_data": flow_data,
@@ -546,57 +350,51 @@ def route_message(state: str, text: str, session: dict):
     # HANDOFF_DONE
     # =========================
     if state == HANDOFF_DONE:
-        if contains_any(t, ["شكرا", "متشكر", "تسلم", "ميرسي"]):
+        if kind == "direct_answer" and value == "thanks":
             return {
                 "next_state": HANDOFF_DONE,
                 "flow_data": flow_data,
                 "reply": "العفو، تحت أمرك في أي وقت."
             }
 
-        if wants_restart(t) or wants_new_topic(t):
-            return {
-                "next_state": WAITING_MAIN_MENU,
-                "flow_data": {},
-                "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
-            }
-
-        if is_children(t):
-            new_flow = {}
-            new_flow["customer_type"] = "new"
-            new_flow["audience"] = "children"
-            return ask_prior_study_reply(new_flow)
-
-        if is_adults(t):
-            new_flow = {}
-            new_flow["customer_type"] = "new"
-            new_flow["audience"] = "adults"
-            return ask_prior_study_reply(new_flow)
-
-        if is_new_student(t):
-            new_flow = {}
-            new_flow["customer_type"] = "new"
-            return ask_audience_reply(new_flow)
-
-        if is_current_student(t):
-            new_flow = {}
-            new_flow["customer_type"] = "current"
-            return current_student_menu_reply(new_flow)
-
-        if wants_courses_info(t):
-            return {
-                "next_state": WAITING_USER_TYPE,
-                "flow_data": {},
-                "reply": "تمام، أقدر أساعدك في كورسات الطلبة الجدد أو الحاليين. إنت طالب جديد ولا طالب حالي؟"
-            }
-
-        if is_support_request(t):
-            return create_support_handoff_result(
-                flow_data=flow_data,
-                summary=f"استفسار إضافي بعد handoff: {text}"
-            )
-
-        if is_complaint(t):
-            return create_complaint_flow_result(flow_data)
+        if kind == "topic_switch":
+            if value in ["restart", "new_topic", "courses_info"]:
+                return {
+                    "next_state": WAITING_MAIN_MENU,
+                    "flow_data": {},
+                    "reply": "تمام، نبدأ من جديد. إنت طالب جديد ولا طالب حالي؟"
+                }
+
+            if value == "children_courses":
+                new_flow = {}
+                new_flow["customer_type"] = "new"
+                new_flow["audience"] = "children"
+                return ask_prior_study_reply(new_flow)
+
+            if value == "adults_courses":
+                new_flow = {}
+                new_flow["customer_type"] = "new"
+                new_flow["audience"] = "adults"
+                return ask_prior_study_reply(new_flow)
+
+            if value == "new_student":
+                new_flow = {}
+                new_flow["customer_type"] = "new"
+                return ask_audience_reply(new_flow)
+
+            if value == "current_student":
+                new_flow = {}
+                new_flow["customer_type"] = "current"
+                return current_student_menu_reply(new_flow)
+
+            if value == "direct_support":
+                return create_support_handoff_result(
+                    flow_data=flow_data,
+                    summary=f"استفسار إضافي بعد handoff: {text}"
+                )
+
+            if value == "complaint":
+                return create_complaint_flow_result(flow_data)
 
         return {
             "next_state": HANDOFF_DONE,