微信公众号 智能客服

时间  2019-11-10
标签 微信 公众号 智能 客服 繁體版
原文   原文链接

前言

微信公众号的开发，园子里有不少资料，这里简述。
虽然说是智能，如今是仿佛智障，不少是hard code逻辑，往后将逐步加入LUIS,如今一些经常使用的打招呼（你好，您好，hi，hey，hello，how are you等识别比较好）。json

业务性的处理，更可能是逻辑上，好比经常使用的回复1,2,3,4而后返回对应的消息。这里涉及多轮会话，要求对上文的记忆，否则容易回答串题了。api

还有就是一些分词技术，这个目前对空格敏感，还有就是南京市长江大桥，是南京市长，仍是长江大桥？这个是往后话题了。服务器

.NET Core APIi的方式，建立一个WeChat API Controller

验证微信服务器地址的方法：微信

[HttpGet]
    [Route("api/wechat")]
    public IActionResult Get(string signature, string timestamp, string nonce, string echostr)
    {
        var token = ConfigReader.TokenStr;//微信公众平台后台设置的Token
        if (string.IsNullOrEmpty(token))
        {
            return NotFound("请先设置Token！");
            //return new HttpResponseMessage() { Content = new StringContent("请先设置Token！", Encoding.GetEncoding("UTF-8"), "application/x-www-form-urlencoded") };
        }
        var ent = "";
        if (!BasicAPI.CheckSignature(signature, timestamp, nonce, token, out ent))
        {
            return NotFound("验证微信签名失败！");
            //return new HttpResponseMessage() { Content = new StringContent("参数错误！", Encoding.GetEncoding("UTF-8"), "application/x-www-form-urlencoded") };
        }
        //返回随机字符串则表示验证经过
        return Ok(echostr);
        //return new HttpResponseMessage() { Content = new StringContent(echostr, Encoding.GetEncoding("UTF-8"), "application/x-www-form-urlencoded") };
    }

验证成功以后，全部消息，微信会转到这个方法：markdown

用户发送消息后，微信平台自动Post一个请求到这里，并等待响应XML。
    [HttpPost]
    [Route("api/wechat")]
    public async Task<IActionResult> Post()
    {
        WeChatMessage message = null;
        string signature = HttpContext.Request.Query["signature"].ToString();
        string timestamp = HttpContext.Request.Query["timestamp"].ToString();
        string nonce = HttpContext.Request.Query["nonce"].ToString();
        string echostr = HttpContext.Request.Query["echostr"].ToString();

        var safeMode = HttpContext.Request.Query["encrypt_type"].ToString() == "aes";
        using (var streamReader = new StreamReader(HttpContext.Request.Body, Encoding.UTF8))
        {
            var decryptMsg = string.Empty;
            var msg = streamReader.ReadToEnd();

            #region 解密
            if (safeMode)
            {
                var msg_signature = HttpContext.Request.Query["msg_signature"];
                var wechatBizMsgCrypt = new WeChatMsgCrypt(ConfigReader.TokenUrl, ConfigReader.EncodingAESKey, ConfigReader.AppId);
                var ret = wechatBizMsgCrypt.DecryptMsg(msg_signature, timestamp, nonce, msg, ref decryptMsg);
                if (ret != 0)//解密失败
                {
                    //TODO：失败的业务处理逻辑
                }
            }
            else
            {
                decryptMsg = msg;
            }
            #endregion

            message = ParseMessageType.Parse(decryptMsg);
        }
        var response = await new WeChatExecutor(repo).Execute(message);
        var encryptMsg = string.Empty;

        #region 加密
        if (safeMode)
        {
            var msg_signature = HttpContext.Request.Query["msg_signature"];
            var wxBizMsgCrypt = new WeChatMsgCrypt(ConfigReader.TokenUrl, ConfigReader.EncodingAESKey, ConfigReader.AppId);
            var ret = wxBizMsgCrypt.EncryptMsg(response, timestamp, nonce, ref encryptMsg);
            if (ret != 0)//加密失败
            {
                //TODO：开发者加密失败的业务处理逻辑
            }
        }
        else
        {
            encryptMsg = response;
        }
        #endregion

        return Ok(encryptMsg);
        //return new HttpResponseMessage()
        //{
        //    Content = new StringContent(encryptMsg, Encoding.GetEncoding("UTF-8"), "application/x-www-form-urlencoded")
        //    //ContentType = "text/xml",              
        //};
    }

将接收到的消息，转发到Bot(Microsoft BotFramework)服务，将Bot服务的SecretKey配置上：

public async static Task<string> PostMessage(string message, string openId)
    {
        HttpClient client;
        HttpResponseMessage response;

        bool IsReplyReceived = false;

        string ReceivedString = null;

        client = new HttpClient();
        client.BaseAddress = new Uri("https://directline.botframework.com/api/conversations/");
        client.DefaultRequestHeaders.Accept.Clear();
        client.DefaultRequestHeaders.Accept.Add(new MediaTypeWithQualityHeaderValue("application/json"));
        //bot-int WeChat channel
        client.DefaultRequestHeaders.Authorization = new AuthenticationHeaderValue("BotConnector", ConfigReader.BotSecretKey);

        response = await client.GetAsync("/api/tokens/");
        if (response.IsSuccessStatusCode)
        {
            var conversation = new Conversation();
            response = await client.PostAsJsonAsync("/api/conversations/", conversation);
            if (response.IsSuccessStatusCode)
            {
                Conversation ConversationInfo = response.Content.ReadAsAsync(typeof(Conversation)).Result as Conversation;

                var contentString = response.Content.ReadAsStringAsync();
                string conversationUrl = ConversationInfo.conversationId + "/messages/";
                Message msg = new Message() { text = message, from = openId, channelData = "WeChat" };
                response = await client.PostAsJsonAsync(conversationUrl, msg);
                if (response.IsSuccessStatusCode)
                {
                    response = await client.GetAsync(conversationUrl);
                    if (response.IsSuccessStatusCode)
                    {
                        MessageSet BotMessage = response.Content.ReadAsAsync(typeof(MessageSet)).Result as MessageSet;
                        ReceivedString = BotMessage.messages[1].text;
                        IsReplyReceived = true;
                    }
                }
            }
        }
        return ReceivedString;
    }

这里要定义几个model，用于序列化Bot返回的数据类型：

public class Conversation
{
    public string conversationId { get; set; }
    public string token { get; set; }
    public int expires_in { get; set; }
}

public class MessageSet
{
    public Message[] messages { get; set; }
    public string watermark { get; set; }
    public string eTag { get; set; }
}

public class Message
{
    public string id { get; set; }
    public string conversationId { get; set; }
    public DateTime created { get; set; }
    public string from { get; set; }
    public string text { get; set; }
    public string channelData { get; set; }
    public string[] images { get; set; }
    public Attachment[] attachments { get; set; }
    public string eTag { get; set; }
}

public class Attachment
{
    public string url { get; set; }
    public string contentType { get; set; }
}

Bot server中的消息路由处理方法

public virtual async Task<HttpResponseMessage> Post([FromBody] Activity activity)
    {
        if (activity != null && activity.GetActivityType() == ActivityTypes.Message)
        {
            logger.Information(new ConversationEvent
            {
                EventType = LogEventType.ChatBotActivity,
                Message = $"ChatBot message controller receives a message, content: {activity.Text}",
                Activity = activity
            });
            var isAgent = await ServiceManager.AgentManager.IsAgent(activity.From.Id);
            var context = await ServiceManager.ContextManager.GetUserContext(activity, isAgent);

            var activityLogger = new Logger.CosmosDbActivityLogger();
            if (await ServiceManager.CommandMessageHandler.HandleCommandAsync(activity, isAgent) == false)
            {
                if (!string.IsNullOrEmpty(activity.Text)
                    && activity.Text.ToLower().Contains(CommandRequestConnection))
                {
                    var contextManager = ServiceManager.ContextManager;
                    var messageRouterResultHandler = ServiceManager.MessageRouterResultHandler;
                    var result = await contextManager.RequestConnection(context, activity);
                    await activityLogger.LogAsync(activity);
                    // Handle the result, if required
                    await messageRouterResultHandler.HandleResultAsync(result);
                }
                else
                {
                    if (isAgent)
                    {
                        IAgentActor agentActor = SFHelper.GetActor<IAgentActor>(activity);
                        await activityLogger.LogAsync(activity);
                        await agentActor.MessagePost(context, new ActivityDataContract(activity));
                    }
                    else
                    {
                        ICustomerActor customerActor = SFHelper.GetActor<ICustomerActor>(activity);
                        await customerActor.MessagePost(context, new ActivityDataContract(activity));
                        if (activity.Text.Equals("没有解决") || activity.Text.Equals("解决了"))
                        {
                            await ServiceManager.InquiryManager.CloseInquiryAsync(context);
                        }
                    }
                }
            }
        }
        else
        {
            HandleSystemMessage(activity);
        }
        return new HttpResponseMessage(HttpStatusCode.Accepted);
    }

定义回复消息内容，markdown格式，微信支持不友好。

public static Activity BuildProactiveGreeting(Activity context)
    {
        var responseMessage = context.CreateReply();

        // TODO: Move to MenuManager via DataReposotry to persist to CosmosDB
        var topLevelMenuItems = new List<CardActionItem>
        {
            new CardActionItem() { Title = "技术支持", ActionType = ActionTypes.ImBack },
            new CardActionItem() { Title = "帐单/订阅/配额支持", ActionType = ActionTypes.ImBack },
            new CardActionItem() { Title = "产品咨询", ActionType = ActionTypes.ImBack },
            new CardActionItem() { Title = "注册问题", ActionType = ActionTypes.ImBack }
        };

        // TODO: make sure we get correct name from wechat channel
        string cardTitleText = "Hi，我是您的智能客服，等您好久啦~猜您可能对如下内容感兴趣：";
        var heroCard = BuildHeroCardWithActionButtons(cardTitleText, topLevelMenuItems);

        responseMessage.AttachmentLayout = AttachmentLayoutTypes.List;
        responseMessage.Attachments = new List<Attachment>() { heroCard.ToAttachment() };
        return responseMessage;
    }

Bot回复消息：

var client = new ConnectorClient(new Uri(message.ServiceUrl), new MicrosoftAppCredentials());
var reply = GreetingHelper.BuildProactiveGreeting(message);
client.Conversations.ReplyToActivityAsync(reply);

效果图

就是打招呼的时候，会回复一个简单得产品介绍，暂时没有多轮会话，由于上下文理解出现一些问题，就不献丑了（滑稽）。app

后记

往后还有个切换到人工客服，当输入人工客服时，调用微信公众号的客服消息接口，每两小时（过时时间7200s）获取一次token，
而后根据用户的OPENID，将微信支持的消息格式，发送到粉丝端，获取token的IP必须添加到白名单中。
这个要求公众号是认证的，我的的没有受权。微信公众平台

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