面试题库

30 天从前端工程师到 Agent 工程师

D26 系统设计专题：Agent 平台 / 客服 Agent / 多租户 / 成本控制

• 系统设计：请设计一个电商客服 Agent。它要能查订单和物流、按规则拟退款方案、回答商品与政策问题，并在搞不定时转人工。System design: design an e-commerce customer support agent. It looks up orders and shipments, drafts refunds by policy, answers product and policy questions, and escalates to a human when it cannot resolve the issue.

  国内高频海外高频深入#system-design#customer-support#escalation

  分析过程 · 先想清楚再作答

  1. 先说这题和「设计一个 Agent 平台」的区别，否则你会把它答成一道基础设施题。平台题考的是怎么把执行跑稳，这题考的是**怎么保证不把用户困在机器人里**——面试官心里的评分点在业务出口上，不在消息总线上。所以主线要一开口就钉死：任何一通会话最后只能落到三条出口之一，自助解决、转人工、留工单。
  2. 第一步澄清 5 分钟，问四件事：日活与并发会话数（决定要不要拆执行层）、人工坐席有没有夜班（决定出口三存不存在）、退款是 Agent 直接执行还是只拟方案（决定要不要人工确认档）、知识库有多大且多久更新一次（决定检索是不是本题的重点）。第三个问题尤其关键，它直接决定这道题是不是带副作用。
  3. 第二步估算 3 分钟，现场算：单轮 2000 输入加 500 输出，输入 2000 除以一百万乘 0.15 等于 0.0003 美元，输出 500 除以一百万乘 0.60 也等于 0.0003 美元，一轮约 0.0006 美元；日活 1 万、人均 5 轮就是 5 万轮，一天约 30 美元、一个月约 900 美元，模型费不含机器。并发按峰谷比 3、单轮 6 秒算，峰值在途约 11 次执行，每个 worker 并发 4 就是 3 个副本。报数字之前先报算式，面试官插的那句一定是「这个数怎么来的」。
  4. 第三步草图 8 分钟，四块：接入层只做鉴权、限流、落库、投递并立刻返回；执行层从消息总线取活跑 Agent 循环、片段带序号回传；存储是会话、执行、消息三张表加一张知识库切块表；可观测是 tracing 加成本台账。在这张图上额外标出三条出口的分叉点在哪一个节点上——这是本题独有的一笔，画上去面试官立刻知道你答的是客服而不是通用平台。
  5. 第四步深入 15 分钟，优先讲转人工这一支，因为它是本题的题眼。判据必须量化，四条任一命中就转：连续 2 轮未解决、用户明确要求、涉及金额超过自动执行上限（本课口径 50 元）、情绪词命中。接着讲交接形状——不是把 40 轮原文丢给客服，而是一段结构化摘要：用户诉求一句、已核实事实几条、Agent 已做过的动作、失败原因，附原始对话链接。知识库那一支一句话带过混合检索加重排加引用，重点落在「引用为空时走出口二或三，而不是让模型编一个答案」，这是最容易被追的一句。多轮那一支同样一句话：历史超七成预算触发压缩且切口对齐到一轮开头，用户中途改口则 30 秒内合并进同一次执行。
  6. 第五步权衡 5 分钟，说三件事：转人工的判据宁可偏松，因为误转的代价是一次人工会话，把用户困住的代价是一个流失客户加一条差评，两者不在一个量级；退款只拟方案不直接执行，是拿一次人工点头换掉一整类不可逆事故；以及什么规模会推翻这个设计——坐席团队大到需要技能路由和排队策略时，转人工就不再是一个布尔判断，而是另一套调度系统。
  7. 可以预期的追问，按频率排：用户说「我要投诉」算不算情绪词命中（算，且这一类要单独统计，它是产品问题的信号）；转人工之后 Agent 还要不要继续在旁边听（要，用来生成小结和给坐席提示，但不允许再发言）；怎么防止用户被反复转来转去（同一通会话只允许转一次，第二次直接留工单）；以及知识库更新后旧答案怎么办（回答里带引用编号和版本，出问题能倒查是哪一版说错的）。

  How to reason about it · think before answering

  1. Start by separating this from 'design an agent platform', or you will answer an infrastructure question. The platform question is about running execution reliably; this one is about not trapping users inside a bot. The rubric lives in the business exits, not the message bus. So pin the thesis in your first sentence: every conversation must end in exactly one of three exits — self-served, handed to a human, or filed as a ticket.
  2. Clarify for 5 minutes, asking four things: daily actives and concurrent sessions (does execution need to be split out), whether human agents work nights (does exit three exist), whether the agent executes refunds or only drafts them (do you need an approval tier), and how large the knowledge base is and how often it changes (is retrieval the centre of this problem). The third question matters most: it decides whether this system has irreversible side effects.
  3. Estimate for 3 minutes, out loud: 2000 input plus 500 output per turn, input is 2000 over a million times $0.15 which is $0.0003, output is 500 over a million times $0.60 which is also $0.0003, so about $0.0006 per turn. 10k daily actives at five turns is 50k turns, roughly $30 a day and $900 a month in model spend, machines excluded. For concurrency, a peak factor of 3 and 6 seconds per turn gives about 11 in-flight executions at peak, which is 3 worker replicas at 4 concurrent each. State the arithmetic before the result — the interviewer's next line is always 'where did that number come from'.
  4. Sketch for 8 minutes, four blocks: ingress does auth, rate limiting, persistence and publish, then returns immediately; execution pulls from the bus, runs the agent loop, and streams sequenced fragments back; storage is sessions, runs and messages plus a chunk table for the knowledge base; observability is tracing plus a cost ledger. Then mark on the diagram which node decides between the three exits — that single annotation tells the interviewer you are answering the support question rather than the generic platform one.
  5. Go deep for 15 minutes, starting with escalation because that is the crux. The criteria must be quantified, any one of four triggering a handoff: two consecutive unresolved turns, an explicit user request, an amount above the auto-execution ceiling (50 CNY in our setup), or a sentiment keyword hit. Then describe the handoff payload: not forty turns of raw transcript, but a structured summary — the user's ask in one line, verified facts, actions already taken, and the failure reason, with a link to the full transcript. Cover the knowledge base in one line (hybrid search, rerank, inline citations) and spend the weight on 'when the citation set comes back empty, take exit two or three rather than letting the model invent an answer' — that is the sentence they will push on. Cover multi-turn in one line too: compress once history passes 70% of budget, cut on a turn boundary, and merge a change of mind within 30 seconds into the same execution.
  6. Trade-offs for 5 minutes, three points: bias the escalation threshold toward escalating, because a false handoff costs one human conversation while trapping a user costs a churned customer and a bad review — different orders of magnitude. Drafting refunds instead of executing them trades one human approval for an entire class of irreversible incidents. And name what breaks the design: once the agent team is large enough to need skill-based routing and queueing, escalation stops being a boolean and becomes its own scheduling system.
  7. Expect, in rough order: does 'I want to file a complaint' count as a sentiment hit (yes, and track that class separately — it is a product signal); should the agent keep listening after handoff (yes, to summarise and prompt the human, but not to speak); how do you stop users being bounced repeatedly (allow one handoff per conversation, then file a ticket); and what happens to old answers when the knowledge base changes (cite chunk ids and versions so you can trace which revision was wrong).

  答题要点

  • 主线一句话：任何一通会话只能落到三条出口之一——自助解决、转人工、留工单
  • 澄清必问四件事：并发会话数、人工有没有夜班、退款是执行还是只拟方案、知识库规模与更新频率
  • 估算带算式：单轮约 0.0006 美元，日活 1 万人均 5 轮约 30 美元一天、900 美元一月；峰值并发约 11、3 个 worker 副本
  • 转人工判据必须量化，四条任一命中：连续 2 轮未解决、用户明确要求、金额超自动执行上限、情绪词命中
  • 交接给人工的是结构化摘要（诉求、已核实事实、已做动作、失败原因）加原始对话链接，不是 40 轮原文
  • 知识库检索不到时走出口二或三，绝不让模型自由发挥编答案；回答带引用编号
  • 多轮沿用压缩与 30 秒打断合并，退款只拟方案不直接执行，用一次人工点头换掉一类不可逆事故
  • 权衡：判据宁可偏松，因为误转和困住用户的代价不在一个量级

  Key points

  • Thesis: every conversation ends in exactly one of three exits — self-served, escalated to a human, or filed as a ticket
  • Clarify four things: concurrent sessions, whether humans cover nights, whether refunds are executed or only drafted, and knowledge base size and churn
  • Estimate with arithmetic: about $0.0006 per turn, so 10k DAU at five turns is roughly $30/day and $900/month; peak concurrency about 11, meaning 3 worker replicas
  • Quantify escalation: two consecutive unresolved turns, an explicit request, an amount over the auto-execution ceiling, or a sentiment keyword
  • Hand over a structured summary — ask, verified facts, actions taken, failure reason — plus a transcript link, not forty raw turns
  • When retrieval returns no citations, take exit two or three instead of letting the model improvise; answers carry citation ids
  • Reuse compression and 30-second merge for multi-turn; draft refunds rather than executing them, trading one approval for a class of irreversible incidents
  • Trade-off: bias toward escalating, because a false handoff and a trapped user cost different orders of magnitude