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EDU ChatBot

Multi-channel admissions advisor that knows when to step aside

Customers message on Zalo, Facebook and the web, often the same person on all three. The bot advises on courses, books trial classes and records payments — but the hard part is not answering, it is knowing when to stop answering.

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.NET 10
EF Core
A.D.D V3
LLM tool-calling

§ 01 — Algorithm

HandoverOperator.cs — luật leo thang sang người thật

# Từ khoá lưu ở dạng ĐÃ CHUẨN HOÁ (bỏ dấu, viết thường);
# tin nhắn cũng được chuẩn hoá trước khi so
#   → "nhân viên" ≡ "nhan vien" ≡ "NHÂN VIÊN"

should_trigger(session, msg):
  session.status ∈ {PendingHandover, HandedOver}  → false
  msg ∋ ["nhan vien","tu van vien","nguoi that",
         "ho tro truc tiep","gap nhan vien"]      → true
  msg ∋ ["buc","tuc","chan","khong hieu",
         "vo ich","te","do","that vong"]          → true
  session.consecutive_misunderstandings ≥ 3       → true
  otherwise                                        → false

on_trigger:
  status ← PendingHandover
  notify(staff, summary = last 10 messages,
         danh tính mọi kênh: ZaloId, FacebookId, WebId)
  # lỗi gửi thông báo bị nuốt + log warning — không chặn luồng chat

§ 02 — Highlights

Three explicit escalation conditions: direct request, negative sentiment, three consecutive misunderstandings
Matching on diacritic-stripped lowercase text — fits how Vietnamese is really typed
Unifies one person's identity across Zalo, Facebook and web
LLM calls functions to look up courses instead of answering from memory
Handover carries a ten-message summary and every channel ID
A failed notification is swallowed and logged — it never blocks the chat

§ 03 — Screens