| import random |
| from typing import Dict, List |
|
|
|
|
| class UserSimulator: |
| def __init__(self, ticket: Dict): |
| self.ticket_id = ticket.get("id", "") |
| self.initial_text = ticket.get("initial_text", "") |
| self.clarified_text = ticket.get("clarified_text", "") |
| self.trigger_phrases: List[str] = ticket.get("trigger_phrases", []) |
| self.gold_faq_id = ticket.get("gold_faq_id", "") |
|
|
| self.state = "initial" |
| self.issue_resolved = False |
| self.clarification_given = False |
|
|
| def respond(self, agent_message: str) -> str: |
| agent_message_lower = agent_message.lower() |
|
|
| if self.state == "initial": |
| if any(phrase.lower() in agent_message_lower for phrase in self.trigger_phrases): |
| self.state = "clarified" |
| self.clarification_given = True |
| return self.clarified_text |
| return random.choice( |
| [ |
| "I'm not sure what you mean", |
| "Can you help me?", |
| "It just stopped working", |
| ] |
| ) |
|
|
| if self.state == "clarified": |
| guidance_keywords = ["try", "follow", "steps", "should", "please"] |
| if any(keyword in agent_message_lower for keyword in guidance_keywords): |
| self.state = "waiting_resolve" |
| return "Ok I will try that, thanks" |
|
|
| if self.state == "waiting_resolve": |
| self.issue_resolved = True |
| return "Yes that fixed it!" |
|
|
| return "Can you help me?" |
|
|
| def confirm_resolved(self) -> bool: |
| return self.issue_resolved |
|
|
