e714262155
- callstate: corrections win (most recent caller statement replaces old
slots — 'no, my name is Carlos' was ignored); patient_name only from the
caller explicitly giving their own name; booking classified only on
explicit scheduling intent (small talk flipped a call to booking and
drove a re-ask loop); new will_call_back call type short-circuits to a
warm close instead of a message-taking flow.
- bot: per-call _today_line() injects the real current date (spoken form,
answer-only) — AVA guessed 'Tuesday' on a Sunday and argued; hours rule
now also bans stating open/closed days ('closed on Sundays' was invented).
- EndCallProcessor: phone-confirm gate reads CallState (booking/callback +
a captured name or reason) instead of the keyword heuristic when tracking
is on, and the injected confirmation now ends the call — the goodbye had
already played, and holding the line open confused the caller.
Verified: staged replay of the failed transcript on activeblue-avc:latest
(4 stages x 3 runs, all pass, incl. clean-booking control); ab_replay.py
--state 0 failures, latency med 0.52s. Deployed via systemd restart.
Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
276 lines
13 KiB
Python
276 lines
13 KiB
Python
"""In-call slot-state tracking — deterministic memory for a weak LLM.
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The 8B keeps re-asking for things the caller already said (name, reason, phone) because
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it has to *infer* call state from a long transcript under ~1,400 tokens of rules. This
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module makes the state explicit instead: after each agent turn (while the caller is
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talking — off the latency-critical path) it runs one short JSON-mode extraction over the
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transcript, then injects a live checklist into the system message before the next
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generation:
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CALL STATE ... ALREADY COLLECTED (never ask again): name=Carlos Garcia, ...
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STILL NEEDED: insurance, preferred day/time
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Small models follow an explicit checklist at the end of the system prompt far more
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reliably than they track slots from conversation history. Same philosophy as the
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deterministic phone-confirm safety net in EndCallProcessor: scaffold around the model.
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CallStateGroomer also merges consecutive user messages in the context (VAD splits one
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utterance like "Monday" / "3 p.m." into two turns, which derails the 8B) — done
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synchronously on LLMContextFrame, right before the LLM reads the context.
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"""
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import asyncio
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import json
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import httpx
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from loguru import logger
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from pipecat.frames.frames import BotStoppedSpeakingFrame, Frame, LLMContextFrame
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from pipecat.processors.frame_processor import FrameDirection, FrameProcessor
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# Short, in-call variant of the post-call extractor (extract.py): only what's needed to
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# build the checklist, temperature 0, capped output. Runs on the local Ollama model.
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_STATE_INSTRUCTIONS = (
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"You are tracking the state of a LIVE phone call between a caller and the receptionist "
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"of an optometry practice. From the transcript, extract only what the CALLER has clearly "
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"provided so far. The assistant's lines are context only and MAY CONTAIN MISTAKES — never "
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"treat something as true just because the assistant said it. Corrections win: if the "
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"caller corrects a value ('no, my name is Carlos', 'actually Tuesday'), output the "
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"caller's MOST RECENT statement and discard the old value entirely. "
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"Respond with ONLY a JSON object with these keys:\n"
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' "call_type": one of:\n'
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' "booking" — ONLY if the caller explicitly asked to schedule/book a visit or come '
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"in. Greetings, small talk, or asking what you can help with are NOT booking.\n"
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' "callback" — wants something staff must check off-phone: order/frames/lens/'
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"prescription status, billing, account lookup, reach a person.\n"
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' "will_call_back" — the caller said THEY will call back later, have to go, or want '
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"to end the call.\n"
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' "question" — just asking something.\n'
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' "unknown" — none of the above clearly applies yet. When in doubt, use "unknown", '
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'not "booking".\n'
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' "reason": string or null — WHAT the caller wants. For booking: the visit type or eye '
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'problem (e.g. "annual exam", "eye pain"). For callback: what they want checked or done, '
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'even if phrased as a question (e.g. "are my glasses ready", "status of an order", '
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'"billing question"). Only \'an appointment\' with no visit reason is NOT a reason — '
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"use null then.\n"
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' "location": string or null — the office/city the caller wants\n'
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' "patient_name": string or null — ONLY a name the caller explicitly gave as their own '
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"(\"my name is…\", \"this is…\", or answering a name question); NEVER a name guessed "
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"from other words, a garbled transcription, or a name only the assistant used\n"
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' "name_is_full": boolean — true only if it clearly has first AND last name\n'
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' "insurance": string or null — the plan the caller named, exactly as said\n'
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' "preferred_time": string or null — day/time in the caller\'s own words\n'
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"Use null unless the caller clearly stated it. Never invent values."
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)
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# Booking slots in the order the call script gathers them.
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_BOOKING_ORDER = [
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("reason", "reason for the visit"),
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("location", "which office/city"),
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("patient_name", "full name"),
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("insurance", "insurance"),
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("preferred_time", "preferred day and time"),
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]
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async def extract_call_state(messages, ollama_url, model, timeout=15):
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"""One short JSON-mode pass over the transcript-so-far. Returns the state dict or None."""
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turns = [
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f"{m['role']}: {m['content']}"
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for m in messages
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if m.get("role") in ("user", "assistant")
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and isinstance(m.get("content"), str) and m["content"].strip()
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]
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if not turns:
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return None
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base = ollama_url.rstrip("/")
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if base.endswith("/v1"):
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base = base[:-3]
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body_extra = {}
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if "qwen3" in model or "deepseek-r1" in model:
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body_extra["think"] = False # thinking models emit non-JSON otherwise
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async with httpx.AsyncClient(timeout=timeout) as client:
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r = await client.post(
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f"{base}/api/chat",
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json={
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"model": model,
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"format": "json",
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"stream": False,
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"options": {"temperature": 0, "num_predict": 200},
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**body_extra,
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"messages": [
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{"role": "system", "content": _STATE_INSTRUCTIONS},
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{"role": "user", "content": "Transcript:\n" + "\n".join(turns)},
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],
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},
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)
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r.raise_for_status()
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return json.loads(r.json()["message"]["content"])
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def build_state_block(state) -> str:
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"""Render the extracted state as an explicit checklist for the system prompt.
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Returns "" when there's nothing worth injecting yet (first turns)."""
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if not state:
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return ""
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ctype = (state.get("call_type") or "unknown").strip().lower()
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if ctype == "will_call_back":
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# Observed failure (2026-07-05 call): "I'll call you right back" got treated as a
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# message-taking flow — the agent pushed for a callback number and invented a
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# third-person caller. Cut straight to a warm close instead.
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return (
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"CALL STATE (auto-tracked from this conversation — trust it over your memory):\n"
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"- The caller said THEY will call back. Do NOT ask for anything else — no name, "
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"no phone number, no booking questions — and do not offer to take a message. "
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"Warmly tell them they're welcome to call back anytime, and end your reply with "
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"'Goodbye'."
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)
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got, needed = [], []
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for key, label in _BOOKING_ORDER:
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val = (state.get(key) or "").strip() if isinstance(state.get(key), str) else ""
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if key == "patient_name" and val and not state.get("name_is_full"):
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got.append(f"first name: {val}")
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needed.append("their LAST name (you have the first)")
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continue
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if val:
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got.append(f"{label}: {val}")
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else:
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needed.append(label)
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if ctype == "callback":
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reason = (state.get("reason") or "").strip() if isinstance(state.get("reason"), str) else ""
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lines = [
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"CALL STATE (auto-tracked from this conversation — trust it over your memory):",
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"- This is a NON-BOOKING call: the caller needs staff to handle something off the "
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"phone. Do NOT ask about insurance, office, or a preferred day/time.",
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]
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if reason:
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lines.append(f"- Their request (already known — NEVER ask what they're calling "
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f"about again): {reason}")
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got = [g for g in got if not g.startswith("reason for the visit")] # shown above
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if got:
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lines.append("- ALREADY COLLECTED — NEVER ask for these again: " + "; ".join(got))
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wrap = ("STATE the number on file back to them (it's in CALLER ID above) and invite a "
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"correction only — NEVER ask them for a phone number — then say staff will call "
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"them back, and close.")
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if state.get("patient_name") is None:
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lines.append(f"- Still needed: their name. Then {wrap}")
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elif not state.get("name_is_full"):
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lines.append(f"- Still needed: their LAST name (you have the first). Then {wrap}")
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else:
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lines.append(f"- You have what you need: {wrap}")
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return "\n".join(lines)
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if ctype == "booking" and (got or needed):
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lines = ["CALL STATE (auto-tracked from this conversation — trust it over your memory):"]
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if got:
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lines.append("- ALREADY COLLECTED — NEVER ask for these again: " + "; ".join(got))
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if needed:
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lines.append("- STILL NEEDED — ask for the FIRST of these, one per turn: "
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+ ", ".join(needed))
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# The observed failure loop: caller says "an appointment", model keeps asking why.
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if not (state.get("reason") or "").strip():
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lines.append("- No visit reason yet: if you have ALREADY asked what the visit "
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"is for and they only said 'an appointment', do NOT ask again — "
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"note it as a general visit and ask the next needed item instead.")
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else:
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lines.append("- All booking details collected: confirm the callback number, recap "
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"as a REQUEST, ask if there's anything else, then close.")
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return "\n".join(lines)
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return "" # question/unknown — nothing useful to inject
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def merge_consecutive_user_messages(messages):
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"""Collapse back-to-back user messages (VAD-fragmented utterances) into one turn.
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Returns a new list; non-string content (tool results) is left untouched."""
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out = []
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for m in messages:
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prev = out[-1] if out else None
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if (
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prev is not None
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and m.get("role") == "user" and prev.get("role") == "user"
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and isinstance(m.get("content"), str) and isinstance(prev.get("content"), str)
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):
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prev = dict(prev)
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prev["content"] = (prev["content"].rstrip() + " " + m["content"].lstrip()).strip()
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out[-1] = prev
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else:
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out.append(m)
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return out
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class CallStateGroomer(FrameProcessor):
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"""Sits between the user aggregator and the LLM.
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Downstream LLMContextFrame (= a generation is about to start): synchronously groom the
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context — merge fragmented user turns, refresh the system message with the latest
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CALL STATE checklist.
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Upstream BotStoppedSpeakingFrame (= the agent finished a reply; Ollama is idle and the
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caller is about to talk): kick off the next state extraction in the background. Its
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result is applied on the *next* LLMContextFrame — one turn of lag, zero added latency.
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"""
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def __init__(self, context, base_system: str, ollama_url: str, model: str):
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super().__init__()
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self._context = context
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self._base_system = base_system
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self._ollama_url = ollama_url
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self._model = model
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self._state = None
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self._task = None
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@property
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def state(self):
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"""Latest extracted slot state (dict or None). Read by EndCallProcessor's
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phone-confirm gate so it only fires on real booking/callback captures."""
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return self._state
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def _extract_done(self, task):
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self._task = None
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if task.cancelled():
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return
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exc = task.exception()
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if exc:
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logger.warning(f"CallState extraction failed: {exc}")
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return
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state = task.result()
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if state:
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self._state = state
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logger.info(f"CallState updated: {json.dumps(state, ensure_ascii=False)}")
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def _maybe_extract(self):
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if self._task is not None: # one in flight at a time
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return
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messages = list(self._context.messages)
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if not any(m.get("role") == "user" for m in messages):
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return # greeting only — nothing to extract yet
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self._task = asyncio.create_task(
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extract_call_state(messages, self._ollama_url, self._model)
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)
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self._task.add_done_callback(self._extract_done)
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def _groom_context(self):
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messages = merge_consecutive_user_messages(list(self._context.messages))
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block = build_state_block(self._state)
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for i, m in enumerate(messages):
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if m.get("role") == "system":
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content = self._base_system + ("\n\n" + block if block else "")
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if m.get("content") != content:
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messages[i] = {**m, "content": content}
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break
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self._context.set_messages(messages)
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async def process_frame(self, frame: Frame, direction: FrameDirection):
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await super().process_frame(frame, direction)
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if isinstance(frame, LLMContextFrame) and direction == FrameDirection.DOWNSTREAM:
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try:
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self._groom_context()
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except Exception:
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logger.exception("CallState groom failed (continuing with raw context)")
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elif isinstance(frame, BotStoppedSpeakingFrame):
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self._maybe_extract()
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await self.push_frame(frame, direction)
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