Update dialogue.py

dialogue.py

@@ -25,6 +25,8 @@ class DialogueState:
     turn_count: int = 0
     escalate_to_human: bool = False
     history: list = field(default_factory=list)
+    consecutive_unknowns: int = 0
+    state_before_fallback: Optional[str] = None
 
     def to_dict(self):
         return asdict(self)
@@ -195,12 +197,36 @@ SCENARIOS = {
 }
 
 
+# Vertical-specific fallback prompts — spoken when the user asks something
+# out of scope. Each prompt: (1) acknowledges confusion, (2) lists the
+# services this bot CAN perform in that vertical, (3) offers human agent.
+FALLBACK_PROMPTS = {
+    "bank": {
+        "ha": "Ban fahimci tambayarka ba. A nan, zan iya taimake ka da 'duba ma'auni', 'toshe kati', ko 'canjin kuɗi'. Don wasu tambayoyi, ka ce 'wakili' don yin magana da mutum.",
+        "en": "I didn't understand your question. Here I can help with 'check balance', 'block card', or 'transfer money'. For other questions, say 'agent' to speak with a person.",
+    },
+    "telecom": {
+        "ha": "Ban fahimci tambayarka ba. Zan iya taimake ka da 'saya airtime', 'saya bundle', ko 'yin korafi'. Don wasu tambayoyi, ka ce 'wakili' don yin magana da mutum.",
+        "en": "I didn't understand your question. I can help with 'buy airtime', 'buy bundle', or 'file a complaint'. For other questions, say 'agent' to speak with a person.",
+    },
+    "ecommerce": {
+        "ha": "Ban fahimci tambayarka ba. Zan iya taimake ka da 'bincika oda', 'sake tsara lokaci', ko 'mayar da kaya'. Don wasu tambayoyi, ka ce 'wakili' don yin magana da mutum.",
+        "en": "I didn't understand your question. I can help with 'check order', 'reschedule delivery', or 'return an item'. For other questions, say 'agent' to speak with a person.",
+    },
+}
+
+# After this many consecutive 'unknown' intents, auto-escalate to human.
+MAX_CONSECUTIVE_UNKNOWNS = 2
+
+
 def get_prompt(vertical: str, state_name: str) -> dict:
     if state_name == "escalate_virtual":
         return {"ha": "Zan juya ka ga wakili na mutum yanzu. Ka jira ɗan lokaci.",
                 "en": "I'll transfer you to a human agent now. Please hold."}
     if state_name == "exit":
         return {"ha": "Nagode. Sai watan.", "en": "Thank you. Goodbye."}
+    if state_name == "fallback":
+        return FALLBACK_PROMPTS.get(vertical, FALLBACK_PROMPTS["bank"])
     s = SCENARIOS[vertical]["states"].get(state_name)
     if not s:
         return {"ha": "Ban fahimci abin da ka ce ba.", "en": "I didn't understand."}
@@ -208,6 +234,9 @@ def get_prompt(vertical: str, state_name: str) -> dict:
 
 
 def get_expected_slot(vertical: str, state_name: str) -> Optional[str]:
+    if state_name == "fallback":
+        # Fallback accepts any intent — user might repeat, rephrase, or escalate
+        return "intent"
     s = SCENARIOS[vertical]["states"].get(state_name)
     return s.get("expects") if s else None
 
@@ -217,21 +246,69 @@ def transition(state: DialogueState, intent: str, entities: dict) -> DialogueSta
     for k, v in entities.items():
         state.slots[k] = v
 
+    # Explicit human-agent request or too many turns → escalate
     if intent == "human_agent" or state.turn_count > 12:
         state.current_state = "escalate_virtual"
         state.escalate_to_human = True
         return state
 
+    # Unknown intent handling: route to fallback, track consecutive count,
+    # auto-escalate if user keeps asking out-of-scope things.
+    if intent == "unknown":
+        state.consecutive_unknowns += 1
+        if state.consecutive_unknowns >= MAX_CONSECUTIVE_UNKNOWNS:
+            state.current_state = "escalate_virtual"
+            state.escalate_to_human = True
+            return state
+        if state.current_state != "fallback":
+            state.state_before_fallback = state.current_state
+        state.current_state = "fallback"
+        return state
+
+    # Recognized intent → reset the unknown counter
+    state.consecutive_unknowns = 0
+
+    # If we're in fallback and the user now says something recognized,
+    # resume from the state we were in before falling back
+    if state.current_state == "fallback" and state.state_before_fallback:
+        resume_state = state.state_before_fallback
+        state.state_before_fallback = None
+        state.current_state = resume_state
+
     current = SCENARIOS[state.vertical]["states"].get(state.current_state)
     if not current:
         state.current_state = "greeting"
-        return state
+        current = SCENARIOS[state.vertical]["states"]["greeting"]
 
+    # Try transition from the current state first
     next_state = current.get("transitions", {}).get(intent)
+
+    # If current state has no transition for this intent, but GREETING does,
+    # treat this as the user pivoting to a new top-level intent (e.g. midway
+    # through balance check they say "transfer money" instead). Restart flow.
+    if not next_state:
+        greeting = SCENARIOS[state.vertical]["states"]["greeting"]
+        pivot_state = greeting.get("transitions", {}).get(intent)
+        if pivot_state:
+            state.slots = {}  # Reset slots when starting a new flow
+            state.state_before_fallback = None
+            next_state = pivot_state
+
     if next_state:
         state.current_state = next_state
         target = SCENARIOS[state.vertical]["states"].get(next_state, {})
         if target.get("escalate"):
             state.escalate_to_human = True
+    else:
+        # Intent recognized but neither current state nor greeting has a
+        # transition for it. Route to fallback.
+        state.consecutive_unknowns += 1
+        if state.consecutive_unknowns >= MAX_CONSECUTIVE_UNKNOWNS:
+            state.current_state = "escalate_virtual"
+            state.escalate_to_human = True
+            return state
+        if state.current_state != "fallback":
+            state.state_before_fallback = state.current_state
+        state.current_state = "fallback"
 
-    return state
+    return state