@contractspec/lib.support-bot 0.0.0-canary-20260113170453

package/dist/contracts/src/telemetry/anomaly.d.ts

@@ -0,0 +1,2 @@
+import "./spec.js";
+import "./tracker.js";

package/dist/contracts/src/telemetry/index.d.ts

@@ -0,0 +1,3 @@
+import "./spec.js";
+import "./anomaly.js";
+import "./tracker.js";

package/dist/contracts/src/telemetry/spec.d.ts

@@ -0,0 +1,2 @@
+import "../ownership.js";
+import "../registry.js";

package/dist/contracts/src/telemetry/tracker.d.ts

@@ -0,0 +1,2 @@
+import "./spec.js";
+import "./anomaly.js";

package/dist/contracts/src/tests/spec.d.ts

@@ -0,0 +1 @@
+import "../ownership.js";

package/dist/contracts/src/themes.d.ts

@@ -0,0 +1,2 @@
+import "./ownership.js";
+import "./registry.js";

package/dist/contracts/src/types.d.ts

@@ -0,0 +1,5 @@
+import "./policy/spec.js";
+import "./telemetry/index.js";
+import "./events.js";
+import "./app-config/runtime.js";
+import "./experiments/spec-resolver.js";

package/dist/contracts/src/workflow/overview.docblock.d.ts

@@ -0,0 +1 @@
+import "../docs/index.js";

package/dist/contracts/src/workflow/spec.d.ts

@@ -0,0 +1,5 @@
+import "../ownership.js";
+import "../capabilities/index.js";
+import "../experiments/spec.js";
+import "../features/index.js";
+import "../registry.js";

package/dist/contracts/src/workspace-config/workspace-config.docblock.d.ts

@@ -0,0 +1 @@
+import "../docs/index.js";

package/dist/index.d.ts

@@ -0,0 +1,11 @@
+import { ClassificationResultPayload, ResolutionResultPayload, SupportAction, SupportBotSpec, SupportCitation, SupportResolution, SupportResponseDraft, SupportTicket, TicketCategory, TicketChannel, TicketClassification, TicketPriority, TicketSentiment } from "./types.js";
+import { AutoResponder, AutoResponderOptions } from "./bot/auto-responder.js";
+import { FeedbackMetrics, SupportFeedbackLoop } from "./bot/feedback-loop.js";
+import { KnowledgeRetriever, TicketResolver, TicketResolverOptions } from "./rag/ticket-resolver.js";
+import { TicketClassifier, TicketClassifierOptions } from "./tickets/classifier.js";
+import { SupportToolsetOptions, createSupportTools } from "./bot/tools.js";
+import "./bot/index.js";
+import { SupportBotDefinition, defineSupportBot } from "./spec.js";
+import "./rag/index.js";
+import "./tickets/index.js";
+export { AutoResponder, AutoResponderOptions, ClassificationResultPayload, FeedbackMetrics, KnowledgeRetriever, ResolutionResultPayload, SupportAction, SupportBotDefinition, SupportBotSpec, SupportCitation, SupportFeedbackLoop, SupportResolution, SupportResponseDraft, SupportTicket, SupportToolsetOptions, TicketCategory, TicketChannel, TicketClassification, TicketClassifier, TicketClassifierOptions, TicketPriority, TicketResolver, TicketResolverOptions, TicketSentiment, createSupportTools, defineSupportBot };

package/dist/index.js

@@ -0,0 +1,9 @@
+import { defineSupportBot } from "./spec.js";
+import { TicketResolver } from "./rag/ticket-resolver.js";
+import { TicketClassifier } from "./tickets/classifier.js";
+import { AutoResponder } from "./bot/auto-responder.js";
+import { SupportFeedbackLoop } from "./bot/feedback-loop.js";
+import { createSupportTools } from "./bot/tools.js";
+import "./bot/index.js";
+
+export { AutoResponder, SupportFeedbackLoop, TicketClassifier, TicketResolver, createSupportTools, defineSupportBot };

package/dist/rag/index.d.ts

@@ -0,0 +1,2 @@
+import { KnowledgeRetriever, TicketResolver, TicketResolverOptions } from "./ticket-resolver.js";
+export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };

package/dist/rag/index.js

@@ -0,0 +1,3 @@
+import { TicketResolver } from "./ticket-resolver.js";
+
+export { TicketResolver };

package/dist/rag/ticket-resolver.d.ts

@@ -0,0 +1,25 @@
+import { SupportResolution, SupportTicket } from "../types.js";
+import { KnowledgeAnswer } from "@contractspec/lib.knowledge/query/service";
+
+//#region src/rag/ticket-resolver.d.ts
+interface KnowledgeRetriever {
+  query(question: string): Promise<KnowledgeAnswer>;
+}
+interface TicketResolverOptions {
+  knowledge: KnowledgeRetriever;
+  minConfidence?: number;
+  prependPrompt?: string;
+}
+declare class TicketResolver {
+  private readonly knowledge;
+  private readonly minConfidence;
+  private readonly prependPrompt?;
+  constructor(options: TicketResolverOptions);
+  resolve(ticket: SupportTicket): Promise<SupportResolution>;
+  private buildQuestion;
+  private toResolution;
+  private deriveConfidence;
+}
+//#endregion
+export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };
+//# sourceMappingURL=ticket-resolver.d.ts.map

package/dist/rag/ticket-resolver.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"ticket-resolver.d.ts","names":[],"sources":["../../src/rag/ticket-resolver.ts"],"sourcesContent":[],"mappings":";;;;UAGiB,kBAAA;2BACU,QAAQ;AADnC;AAIiB,UAAA,qBAAA,CAAqB;EAMzB,SAAA,EALA,kBAKc;EAKJ,aAAA,CAAA,EAAA,MAAA;EAMC,aAAA,CAAA,EAAA,MAAA;;AAAgB,cAX3B,cAAA,CAW2B;EAAO,iBAAA,SAAA;;;uBANxB;kBAMC,gBAAgB,QAAQ"}

package/dist/rag/ticket-resolver.js

@@ -0,0 +1,64 @@
+//#region src/rag/ticket-resolver.ts
+var TicketResolver = class {
+	knowledge;
+	minConfidence;
+	prependPrompt;
+	constructor(options) {
+		this.knowledge = options.knowledge;
+		this.minConfidence = options.minConfidence ?? .65;
+		this.prependPrompt = options.prependPrompt;
+	}
+	async resolve(ticket) {
+		const question = this.buildQuestion(ticket);
+		const answer = await this.knowledge.query(question);
+		return this.toResolution(ticket, answer);
+	}
+	buildQuestion(ticket) {
+		const header = [`Subject: ${ticket.subject}`, `Channel: ${ticket.channel}`];
+		if (ticket.customerName) header.push(`Customer: ${ticket.customerName}`);
+		return [
+			this.prependPrompt,
+			header.join("\n"),
+			"---",
+			ticket.body
+		].filter(Boolean).join("\n");
+	}
+	toResolution(ticket, answer) {
+		const citations = answer.references.map((ref) => {
+			return {
+				label: typeof ref.payload?.title === "string" ? ref.payload.title : typeof ref.payload?.documentId === "string" ? ref.payload.documentId : ref.id,
+				url: typeof ref.payload?.url === "string" ? ref.payload.url : void 0,
+				snippet: typeof ref.payload?.text === "string" ? ref.payload.text.slice(0, 280) : void 0,
+				score: ref.score
+			};
+		});
+		const confidence = this.deriveConfidence(answer);
+		const escalate = confidence < this.minConfidence || citations.length === 0;
+		return {
+			ticketId: ticket.id,
+			answer: answer.answer,
+			confidence,
+			citations,
+			actions: [escalate ? {
+				type: "escalate",
+				label: "Escalate for human review"
+			} : {
+				type: "respond",
+				label: "Send automated response"
+			}],
+			escalationReason: escalate ? "Insufficient confidence or missing knowledge references" : void 0,
+			knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : void 0
+		};
+	}
+	deriveConfidence(answer) {
+		if (!answer.references.length) return .3;
+		const topScore = answer.references[0]?.score ?? .4;
+		const normalized = Math.min(1, Math.max(0, topScore));
+		const tokenPenalty = answer.usage?.completionTokens ? Math.min(answer.usage.completionTokens / 1e3, .2) : 0;
+		return Number((normalized - tokenPenalty).toFixed(2));
+	}
+};
+
+//#endregion
+export { TicketResolver };
+//# sourceMappingURL=ticket-resolver.js.map

package/dist/rag/ticket-resolver.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"ticket-resolver.js","names":[],"sources":["../../src/rag/ticket-resolver.ts"],"sourcesContent":["import type { KnowledgeAnswer } from '@contractspec/lib.knowledge/query/service';\nimport type { SupportResolution, SupportTicket } from '../types';\n\nexport interface KnowledgeRetriever {\n  query(question: string): Promise<KnowledgeAnswer>;\n}\n\nexport interface TicketResolverOptions {\n  knowledge: KnowledgeRetriever;\n  minConfidence?: number;\n  prependPrompt?: string;\n}\n\nexport class TicketResolver {\n  private readonly knowledge: KnowledgeRetriever;\n  private readonly minConfidence: number;\n  private readonly prependPrompt?: string;\n\n  constructor(options: TicketResolverOptions) {\n    this.knowledge = options.knowledge;\n    this.minConfidence = options.minConfidence ?? 0.65;\n    this.prependPrompt = options.prependPrompt;\n  }\n\n  async resolve(ticket: SupportTicket): Promise<SupportResolution> {\n    const question = this.buildQuestion(ticket);\n    const answer = await this.knowledge.query(question);\n    return this.toResolution(ticket, answer);\n  }\n\n  private buildQuestion(ticket: SupportTicket): string {\n    const header = [`Subject: ${ticket.subject}`, `Channel: ${ticket.channel}`];\n    if (ticket.customerName) header.push(`Customer: ${ticket.customerName}`);\n    const sections = [\n      this.prependPrompt,\n      header.join('\\n'),\n      '---',\n      ticket.body,\n    ].filter(Boolean);\n    return sections.join('\\n');\n  }\n\n  private toResolution(\n    ticket: SupportTicket,\n    answer: KnowledgeAnswer\n  ): SupportResolution {\n    const citations = answer.references.map((ref) => {\n      const label =\n        typeof ref.payload?.title === 'string'\n          ? ref.payload.title\n          : typeof ref.payload?.documentId === 'string'\n            ? ref.payload.documentId\n            : ref.id;\n      return {\n        label,\n        url: typeof ref.payload?.url === 'string' ? ref.payload.url : undefined,\n        snippet:\n          typeof ref.payload?.text === 'string'\n            ? ref.payload.text.slice(0, 280)\n            : undefined,\n        score: ref.score,\n      };\n    });\n\n    const confidence = this.deriveConfidence(answer);\n    const escalate = confidence < this.minConfidence || citations.length === 0;\n\n    return {\n      ticketId: ticket.id,\n      answer: answer.answer,\n      confidence,\n      citations,\n      actions: [\n        escalate\n          ? { type: 'escalate', label: 'Escalate for human review' }\n          : { type: 'respond', label: 'Send automated response' },\n      ],\n      escalationReason: escalate\n        ? 'Insufficient confidence or missing knowledge references'\n        : undefined,\n      knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : undefined,\n    };\n  }\n\n  private deriveConfidence(answer: KnowledgeAnswer): number {\n    if (!answer.references.length) return 0.3;\n    const topScore = answer.references[0]?.score ?? 0.4;\n    const normalized = Math.min(1, Math.max(0, topScore));\n    const tokenPenalty = answer.usage?.completionTokens\n      ? Math.min(answer.usage.completionTokens / 1000, 0.2)\n      : 0;\n    return Number((normalized - tokenPenalty).toFixed(2));\n  }\n}\n"],"mappings":";AAaA,IAAa,iBAAb,MAA4B;CAC1B,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CAEjB,YAAY,SAAgC;AAC1C,OAAK,YAAY,QAAQ;AACzB,OAAK,gBAAgB,QAAQ,iBAAiB;AAC9C,OAAK,gBAAgB,QAAQ;;CAG/B,MAAM,QAAQ,QAAmD;EAC/D,MAAM,WAAW,KAAK,cAAc,OAAO;EAC3C,MAAM,SAAS,MAAM,KAAK,UAAU,MAAM,SAAS;AACnD,SAAO,KAAK,aAAa,QAAQ,OAAO;;CAG1C,AAAQ,cAAc,QAA+B;EACnD,MAAM,SAAS,CAAC,YAAY,OAAO,WAAW,YAAY,OAAO,UAAU;AAC3E,MAAI,OAAO,aAAc,QAAO,KAAK,aAAa,OAAO,eAAe;AAOxE,SANiB;GACf,KAAK;GACL,OAAO,KAAK,KAAK;GACjB;GACA,OAAO;GACR,CAAC,OAAO,QAAQ,CACD,KAAK,KAAK;;CAG5B,AAAQ,aACN,QACA,QACmB;EACnB,MAAM,YAAY,OAAO,WAAW,KAAK,QAAQ;AAO/C,UAAO;IACL,OANA,OAAO,IAAI,SAAS,UAAU,WAC1B,IAAI,QAAQ,QACZ,OAAO,IAAI,SAAS,eAAe,WACjC,IAAI,QAAQ,aACZ,IAAI;IAGV,KAAK,OAAO,IAAI,SAAS,QAAQ,WAAW,IAAI,QAAQ,MAAM;IAC9D,SACE,OAAO,IAAI,SAAS,SAAS,WACzB,IAAI,QAAQ,KAAK,MAAM,GAAG,IAAI,GAC9B;IACN,OAAO,IAAI;IACZ;IACD;EAEF,MAAM,aAAa,KAAK,iBAAiB,OAAO;EAChD,MAAM,WAAW,aAAa,KAAK,iBAAiB,UAAU,WAAW;AAEzE,SAAO;GACL,UAAU,OAAO;GACjB,QAAQ,OAAO;GACf;GACA;GACA,SAAS,CACP,WACI;IAAE,MAAM;IAAY,OAAO;IAA6B,GACxD;IAAE,MAAM;IAAW,OAAO;IAA2B,CAC1D;GACD,kBAAkB,WACd,4DACA;GACJ,kBAAkB,WAAW,CAAC,OAAO,KAAK,MAAM,GAAG,IAAI,CAAC,GAAG;GAC5D;;CAGH,AAAQ,iBAAiB,QAAiC;AACxD,MAAI,CAAC,OAAO,WAAW,OAAQ,QAAO;EACtC,MAAM,WAAW,OAAO,WAAW,IAAI,SAAS;EAChD,MAAM,aAAa,KAAK,IAAI,GAAG,KAAK,IAAI,GAAG,SAAS,CAAC;EACrD,MAAM,eAAe,OAAO,OAAO,mBAC/B,KAAK,IAAI,OAAO,MAAM,mBAAmB,KAAM,GAAI,GACnD;AACJ,SAAO,QAAQ,aAAa,cAAc,QAAQ,EAAE,CAAC"}

package/dist/schema/src/EnumType.d.ts

@@ -0,0 +1,2 @@
+import "zod";
+import "graphql";

package/dist/schema/src/FieldType.d.ts

@@ -0,0 +1,2 @@
+import "zod";
+import "graphql";

package/dist/schema/src/GraphQLSchemaType.d.ts

@@ -0,0 +1,2 @@
+import "./SchemaModelType.js";
+import "zod";

package/dist/schema/src/JsonSchemaType.d.ts

@@ -0,0 +1,2 @@
+import "./SchemaModelType.js";
+import "zod";

package/dist/schema/src/ScalarTypeEnum.d.ts

@@ -0,0 +1 @@
+import "./FieldType.js";

package/dist/schema/src/SchemaModel.d.ts

@@ -0,0 +1,4 @@
+import "./FieldType.js";
+import "./EnumType.js";
+import "./SchemaModelType.js";
+import "zod";

package/dist/schema/src/SchemaModelType.d.ts

@@ -0,0 +1 @@
+import "zod";

package/dist/schema/src/ZodSchemaType.d.ts

@@ -0,0 +1,2 @@
+import "./SchemaModelType.js";
+import "zod";

package/dist/schema/src/entity/defineEntity.d.ts

@@ -0,0 +1 @@
+import "./types.js";

package/dist/schema/src/entity/generator.d.ts

@@ -0,0 +1 @@
+import "./types.js";

package/dist/schema/src/entity/index.d.ts

@@ -0,0 +1,3 @@
+import "./types.js";
+import "./defineEntity.js";
+import "./generator.js";

package/dist/schema/src/entity/types.d.ts

@@ -0,0 +1 @@
+import "zod";

package/dist/schema/src/index.d.ts

@@ -0,0 +1,9 @@
+import "./FieldType.js";
+import "./ScalarTypeEnum.js";
+import "./EnumType.js";
+import "./SchemaModelType.js";
+import "./SchemaModel.js";
+import "./entity/index.js";
+import "./ZodSchemaType.js";
+import "./JsonSchemaType.js";
+import "./GraphQLSchemaType.js";

package/dist/spec.d.ts

@@ -0,0 +1,14 @@
+import { AgentSpec, AgentToolConfig } from "./ai-agent/src/spec/spec.js";
+import "./ai-agent/src/index.js";
+import { SupportBotSpec } from "./types.js";
+
+//#region src/spec.d.ts
+interface SupportBotDefinition {
+  base: AgentSpec;
+  tools?: AgentToolConfig[];
+  autoEscalateThreshold?: number;
+}
+declare function defineSupportBot(definition: SupportBotDefinition): SupportBotSpec;
+//#endregion
+export { SupportBotDefinition, defineSupportBot };
+//# sourceMappingURL=spec.d.ts.map

package/dist/spec.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"spec.d.ts","names":[],"sources":["../src/spec.ts"],"sourcesContent":[],"mappings":";;;;;UAIiB,oBAAA;QACT;UACE;EAFO,qBAAA,CAAA,EAAoB,MAAA;AAMrC;iBAAgB,gBAAA,aACF,uBACX"}

package/dist/spec.js

@@ -0,0 +1,35 @@
+import { defineAgent } from "@contractspec/lib.ai-agent";
+
+//#region src/spec.ts
+function defineSupportBot(definition) {
+	return {
+		...defineAgent({
+			...definition.base,
+			policy: {
+				...definition.base.policy,
+				confidence: {
+					min: definition.base.policy?.confidence?.min ?? .7,
+					default: definition.base.policy?.confidence?.default ?? .6
+				},
+				escalation: {
+					confidenceThreshold: definition.autoEscalateThreshold ?? definition.base.policy?.escalation?.confidenceThreshold ?? definition.base.policy?.confidence?.min ?? .7,
+					...definition.base.policy?.escalation
+				}
+			},
+			memory: definition.base.memory ?? {
+				maxEntries: 120,
+				ttlMinutes: 120
+			},
+			tools: definition.tools ?? definition.base.tools,
+			instructions: `${definition.base.instructions}\n\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`
+		}),
+		thresholds: {
+			autoResolveMinConfidence: definition.autoEscalateThreshold ?? .75,
+			maxIterations: 6
+		}
+	};
+}
+
+//#endregion
+export { defineSupportBot };
+//# sourceMappingURL=spec.js.map

package/dist/spec.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"spec.js","names":[],"sources":["../src/spec.ts"],"sourcesContent":["import type { AgentSpec, AgentToolConfig } from '@contractspec/lib.ai-agent';\nimport { defineAgent } from '@contractspec/lib.ai-agent';\nimport type { SupportBotSpec } from './types';\n\nexport interface SupportBotDefinition {\n  base: AgentSpec;\n  tools?: AgentToolConfig[];\n  autoEscalateThreshold?: number;\n}\n\nexport function defineSupportBot(\n  definition: SupportBotDefinition\n): SupportBotSpec {\n  const base = defineAgent({\n    ...definition.base,\n    policy: {\n      ...definition.base.policy,\n      confidence: {\n        min: definition.base.policy?.confidence?.min ?? 0.7,\n        default: definition.base.policy?.confidence?.default ?? 0.6,\n      },\n      escalation: {\n        confidenceThreshold:\n          definition.autoEscalateThreshold ??\n          definition.base.policy?.escalation?.confidenceThreshold ??\n          definition.base.policy?.confidence?.min ??\n          0.7,\n        ...definition.base.policy?.escalation,\n      },\n    },\n    memory: definition.base.memory ?? { maxEntries: 120, ttlMinutes: 120 },\n    tools: definition.tools ?? definition.base.tools,\n    instructions: `${definition.base.instructions}\\n\\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`,\n  });\n\n  return {\n    ...base,\n    thresholds: {\n      autoResolveMinConfidence: definition.autoEscalateThreshold ?? 0.75,\n      maxIterations: 6,\n    },\n  };\n}\n"],"mappings":";;;AAUA,SAAgB,iBACd,YACgB;AAuBhB,QAAO;EACL,GAvBW,YAAY;GACvB,GAAG,WAAW;GACd,QAAQ;IACN,GAAG,WAAW,KAAK;IACnB,YAAY;KACV,KAAK,WAAW,KAAK,QAAQ,YAAY,OAAO;KAChD,SAAS,WAAW,KAAK,QAAQ,YAAY,WAAW;KACzD;IACD,YAAY;KACV,qBACE,WAAW,yBACX,WAAW,KAAK,QAAQ,YAAY,uBACpC,WAAW,KAAK,QAAQ,YAAY,OACpC;KACF,GAAG,WAAW,KAAK,QAAQ;KAC5B;IACF;GACD,QAAQ,WAAW,KAAK,UAAU;IAAE,YAAY;IAAK,YAAY;IAAK;GACtE,OAAO,WAAW,SAAS,WAAW,KAAK;GAC3C,cAAc,GAAG,WAAW,KAAK,aAAa;GAC/C,CAAC;EAIA,YAAY;GACV,0BAA0B,WAAW,yBAAyB;GAC9D,eAAe;GAChB;EACF"}

package/dist/tickets/classifier.d.ts

@@ -0,0 +1,25 @@
+import { LLMProvider } from "../contracts/src/integrations/providers/llm.js";
+import { SupportTicket, TicketCategory, TicketClassification } from "../types.js";
+
+//#region src/tickets/classifier.d.ts
+interface TicketClassifierOptions {
+  keywords?: Partial<Record<TicketCategory, string[]>>;
+  llm?: LLMProvider;
+  llmModel?: string;
+}
+declare class TicketClassifier {
+  private readonly keywords;
+  private readonly llm?;
+  private readonly llmModel?;
+  constructor(options?: TicketClassifierOptions);
+  classify(ticket: SupportTicket): Promise<TicketClassification>;
+  private heuristicClassification;
+  private detectCategory;
+  private detectPriority;
+  private detectSentiment;
+  private extractIntents;
+  private estimateConfidence;
+}
+//#endregion
+export { TicketClassifier, TicketClassifierOptions };
+//# sourceMappingURL=classifier.d.ts.map

package/dist/tickets/classifier.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"classifier.d.ts","names":[],"sources":["../../src/tickets/classifier.ts"],"sourcesContent":[],"mappings":";;;;UAgCiB,uBAAA;aACJ,QAAQ,OAAO;EADX,GAAA,CAAA,EAET,WAFS;EACW,QAAA,CAAA,EAAA,MAAA;;AAAf,cAKA,gBAAA,CALA;EACL,iBAAA,QAAA;EAAW,iBAAA,GAAA;EAIN,iBAAA,QAAgB;EAKL,WAAA,CAAA,OAAA,CAAA,EAAA,uBAAA;EASC,QAAA,CAAA,MAAA,EAAA,aAAA,CAAA,EAAgB,OAAhB,CAAwB,oBAAxB,CAAA;EAAwB,QAAA,uBAAA;EAAR,QAAA,cAAA;EAAO,QAAA,cAAA"}

package/dist/tickets/classifier.js

@@ -0,0 +1,199 @@
+//#region src/tickets/classifier.ts
+const CATEGORY_KEYWORDS = {
+	billing: [
+		"invoice",
+		"payout",
+		"refund",
+		"charge",
+		"billing",
+		"payment"
+	],
+	technical: [
+		"bug",
+		"error",
+		"crash",
+		"issue",
+		"failed",
+		"timeout"
+	],
+	product: [
+		"feature",
+		"roadmap",
+		"idea",
+		"request",
+		"feedback"
+	],
+	account: [
+		"login",
+		"password",
+		"2fa",
+		"account",
+		"profile",
+		"email change"
+	],
+	compliance: [
+		"kyc",
+		"aml",
+		"compliance",
+		"regulation",
+		"gdpr"
+	],
+	other: []
+};
+const PRIORITY_HINTS = {
+	urgent: [
+		"urgent",
+		"asap",
+		"immediately",
+		"today",
+		"right away"
+	],
+	high: [
+		"high priority",
+		"blocking",
+		"major",
+		"critical"
+	],
+	medium: ["soon", "next few days"],
+	low: [
+		"nice to have",
+		"when possible",
+		"later"
+	]
+};
+const SENTIMENT_HINTS = {
+	positive: [
+		"love",
+		"great",
+		"awesome",
+		"thank you"
+	],
+	neutral: [
+		"question",
+		"wonder",
+		"curious"
+	],
+	negative: [
+		"unhappy",
+		"bad",
+		"terrible",
+		"awful",
+		"angry"
+	],
+	frustrated: [
+		"furious",
+		"frustrated",
+		"fed up",
+		"ridiculous"
+	]
+};
+var TicketClassifier = class {
+	keywords;
+	llm;
+	llmModel;
+	constructor(options) {
+		this.keywords = {
+			...CATEGORY_KEYWORDS,
+			...options?.keywords ?? {}
+		};
+		this.llm = options?.llm;
+		this.llmModel = options?.llmModel;
+	}
+	async classify(ticket) {
+		const heuristics = this.heuristicClassification(ticket);
+		if (!this.llm) return heuristics;
+		try {
+			const content = (await this.llm.chat([{
+				role: "system",
+				content: [{
+					type: "text",
+					text: "Classify the support ticket."
+				}]
+			}, {
+				role: "user",
+				content: [{
+					type: "text",
+					text: JSON.stringify({
+						subject: ticket.subject,
+						body: ticket.body,
+						channel: ticket.channel
+					})
+				}]
+			}], {
+				responseFormat: "json",
+				model: this.llmModel
+			})).message.content.find((part) => "text" in part);
+			if (content && "text" in content) {
+				const parsed = JSON.parse(content.text);
+				return {
+					...heuristics,
+					...parsed,
+					intents: parsed.intents ?? heuristics.intents,
+					tags: parsed.tags ?? heuristics.tags
+				};
+			}
+		} catch {}
+		return heuristics;
+	}
+	heuristicClassification(ticket) {
+		const text = `${ticket.subject}\n${ticket.body}`.toLowerCase();
+		const category = this.detectCategory(text);
+		const priority = this.detectPriority(text);
+		const sentiment = this.detectSentiment(text);
+		const intents = this.extractIntents(text);
+		const tags = intents.slice(0, 3);
+		const confidence = this.estimateConfidence(category, priority, sentiment);
+		return {
+			ticketId: ticket.id,
+			category,
+			priority,
+			sentiment,
+			intents,
+			tags,
+			confidence,
+			escalationRequired: priority === "urgent" || category === "compliance"
+		};
+	}
+	detectCategory(text) {
+		for (const [category, keywords] of Object.entries(this.keywords)) if (keywords.some((keyword) => text.includes(keyword))) return category;
+		return "other";
+	}
+	detectPriority(text) {
+		for (const priority of [
+			"urgent",
+			"high",
+			"medium",
+			"low"
+		]) if (PRIORITY_HINTS[priority].some((word) => text.includes(word))) return priority;
+		return "medium";
+	}
+	detectSentiment(text) {
+		for (const sentiment of [
+			"frustrated",
+			"negative",
+			"neutral",
+			"positive"
+		]) if (SENTIMENT_HINTS[sentiment].some((word) => text.includes(word))) return sentiment;
+		return "neutral";
+	}
+	extractIntents(text) {
+		const intents = [];
+		if (text.includes("refund") || text.includes("chargeback")) intents.push("refund");
+		if (text.includes("payout")) intents.push("payout");
+		if (text.includes("login")) intents.push("login-help");
+		if (text.includes("feature")) intents.push("feature-request");
+		if (text.includes("bug") || text.includes("error")) intents.push("bug-report");
+		return intents.length ? intents : ["general"];
+	}
+	estimateConfidence(category, priority, sentiment) {
+		let base = .6;
+		if (category !== "other") base += .1;
+		if (priority === "urgent" || priority === "low") base += .05;
+		if (sentiment === "frustrated") base -= .05;
+		return Math.min(.95, Math.max(.4, Number(base.toFixed(2))));
+	}
+};
+
+//#endregion
+export { TicketClassifier };
+//# sourceMappingURL=classifier.js.map

package/dist/tickets/classifier.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"classifier.js","names":[],"sources":["../../src/tickets/classifier.ts"],"sourcesContent":["import type { LLMProvider } from '@contractspec/lib.contracts/integrations/providers/llm';\nimport type {\n  SupportTicket,\n  TicketCategory,\n  TicketPriority,\n  TicketSentiment,\n  TicketClassification,\n} from '../types';\n\nconst CATEGORY_KEYWORDS: Record<TicketCategory, string[]> = {\n  billing: ['invoice', 'payout', 'refund', 'charge', 'billing', 'payment'],\n  technical: ['bug', 'error', 'crash', 'issue', 'failed', 'timeout'],\n  product: ['feature', 'roadmap', 'idea', 'request', 'feedback'],\n  account: ['login', 'password', '2fa', 'account', 'profile', 'email change'],\n  compliance: ['kyc', 'aml', 'compliance', 'regulation', 'gdpr'],\n  other: [],\n};\n\nconst PRIORITY_HINTS: Record<TicketPriority, string[]> = {\n  urgent: ['urgent', 'asap', 'immediately', 'today', 'right away'],\n  high: ['high priority', 'blocking', 'major', 'critical'],\n  medium: ['soon', 'next few days'],\n  low: ['nice to have', 'when possible', 'later'],\n};\n\nconst SENTIMENT_HINTS: Record<TicketSentiment, string[]> = {\n  positive: ['love', 'great', 'awesome', 'thank you'],\n  neutral: ['question', 'wonder', 'curious'],\n  negative: ['unhappy', 'bad', 'terrible', 'awful', 'angry'],\n  frustrated: ['furious', 'frustrated', 'fed up', 'ridiculous'],\n};\n\nexport interface TicketClassifierOptions {\n  keywords?: Partial<Record<TicketCategory, string[]>>;\n  llm?: LLMProvider;\n  llmModel?: string;\n}\n\nexport class TicketClassifier {\n  private readonly keywords: Record<TicketCategory, string[]>;\n  private readonly llm?: LLMProvider;\n  private readonly llmModel?: string;\n\n  constructor(options?: TicketClassifierOptions) {\n    this.keywords = {\n      ...CATEGORY_KEYWORDS,\n      ...(options?.keywords ?? {}),\n    } as Record<TicketCategory, string[]>;\n    this.llm = options?.llm;\n    this.llmModel = options?.llmModel;\n  }\n\n  async classify(ticket: SupportTicket): Promise<TicketClassification> {\n    const heuristics = this.heuristicClassification(ticket);\n    if (!this.llm) return heuristics;\n\n    try {\n      const llmResult = await this.llm.chat(\n        [\n          {\n            role: 'system',\n            content: [{ type: 'text', text: 'Classify the support ticket.' }],\n          },\n          {\n            role: 'user',\n            content: [\n              {\n                type: 'text',\n                text: JSON.stringify({\n                  subject: ticket.subject,\n                  body: ticket.body,\n                  channel: ticket.channel,\n                }),\n              },\n            ],\n          },\n        ],\n        {\n          responseFormat: 'json',\n          model: this.llmModel,\n        }\n      );\n      const content = llmResult.message.content.find((part) => 'text' in part);\n      if (content && 'text' in content) {\n        const parsed = JSON.parse(\n          content.text\n        ) as Partial<TicketClassification>;\n        return {\n          ...heuristics,\n          ...parsed,\n          intents: parsed.intents ?? heuristics.intents,\n          tags: parsed.tags ?? heuristics.tags,\n        };\n      }\n    } catch {\n      // fallback to heuristics\n    }\n\n    return heuristics;\n  }\n\n  private heuristicClassification(ticket: SupportTicket): TicketClassification {\n    const text = `${ticket.subject}\\n${ticket.body}`.toLowerCase();\n    const category = this.detectCategory(text);\n    const priority = this.detectPriority(text);\n    const sentiment = this.detectSentiment(text);\n    const intents = this.extractIntents(text);\n    const tags = intents.slice(0, 3);\n    const confidence = this.estimateConfidence(category, priority, sentiment);\n\n    return {\n      ticketId: ticket.id,\n      category,\n      priority,\n      sentiment,\n      intents,\n      tags,\n      confidence,\n      escalationRequired: priority === 'urgent' || category === 'compliance',\n    };\n  }\n\n  private detectCategory(text: string): TicketCategory {\n    for (const [category, keywords] of Object.entries(this.keywords) as [\n      TicketCategory,\n      string[],\n    ][]) {\n      if (keywords.some((keyword) => text.includes(keyword))) {\n        return category;\n      }\n    }\n    return 'other';\n  }\n\n  private detectPriority(text: string): TicketPriority {\n    for (const priority of [\n      'urgent',\n      'high',\n      'medium',\n      'low',\n    ] as TicketPriority[]) {\n      if (PRIORITY_HINTS[priority].some((word) => text.includes(word))) {\n        return priority;\n      }\n    }\n    return 'medium';\n  }\n\n  private detectSentiment(text: string): TicketSentiment {\n    for (const sentiment of [\n      'frustrated',\n      'negative',\n      'neutral',\n      'positive',\n    ] as TicketSentiment[]) {\n      if (SENTIMENT_HINTS[sentiment].some((word) => text.includes(word))) {\n        return sentiment;\n      }\n    }\n    return 'neutral';\n  }\n\n  private extractIntents(text: string): string[] {\n    const intents: string[] = [];\n    if (text.includes('refund') || text.includes('chargeback'))\n      intents.push('refund');\n    if (text.includes('payout')) intents.push('payout');\n    if (text.includes('login')) intents.push('login-help');\n    if (text.includes('feature')) intents.push('feature-request');\n    if (text.includes('bug') || text.includes('error'))\n      intents.push('bug-report');\n    return intents.length ? intents : ['general'];\n  }\n\n  private estimateConfidence(\n    category: TicketCategory,\n    priority: TicketPriority,\n    sentiment: TicketSentiment\n  ): number {\n    let base = 0.6;\n    if (category !== 'other') base += 0.1;\n    if (priority === 'urgent' || priority === 'low') base += 0.05;\n    if (sentiment === 'frustrated') base -= 0.05;\n    return Math.min(0.95, Math.max(0.4, Number(base.toFixed(2))));\n  }\n}\n"],"mappings":";AASA,MAAM,oBAAsD;CAC1D,SAAS;EAAC;EAAW;EAAU;EAAU;EAAU;EAAW;EAAU;CACxE,WAAW;EAAC;EAAO;EAAS;EAAS;EAAS;EAAU;EAAU;CAClE,SAAS;EAAC;EAAW;EAAW;EAAQ;EAAW;EAAW;CAC9D,SAAS;EAAC;EAAS;EAAY;EAAO;EAAW;EAAW;EAAe;CAC3E,YAAY;EAAC;EAAO;EAAO;EAAc;EAAc;EAAO;CAC9D,OAAO,EAAE;CACV;AAED,MAAM,iBAAmD;CACvD,QAAQ;EAAC;EAAU;EAAQ;EAAe;EAAS;EAAa;CAChE,MAAM;EAAC;EAAiB;EAAY;EAAS;EAAW;CACxD,QAAQ,CAAC,QAAQ,gBAAgB;CACjC,KAAK;EAAC;EAAgB;EAAiB;EAAQ;CAChD;AAED,MAAM,kBAAqD;CACzD,UAAU;EAAC;EAAQ;EAAS;EAAW;EAAY;CACnD,SAAS;EAAC;EAAY;EAAU;EAAU;CAC1C,UAAU;EAAC;EAAW;EAAO;EAAY;EAAS;EAAQ;CAC1D,YAAY;EAAC;EAAW;EAAc;EAAU;EAAa;CAC9D;AAQD,IAAa,mBAAb,MAA8B;CAC5B,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CAEjB,YAAY,SAAmC;AAC7C,OAAK,WAAW;GACd,GAAG;GACH,GAAI,SAAS,YAAY,EAAE;GAC5B;AACD,OAAK,MAAM,SAAS;AACpB,OAAK,WAAW,SAAS;;CAG3B,MAAM,SAAS,QAAsD;EACnE,MAAM,aAAa,KAAK,wBAAwB,OAAO;AACvD,MAAI,CAAC,KAAK,IAAK,QAAO;AAEtB,MAAI;GA0BF,MAAM,WAzBY,MAAM,KAAK,IAAI,KAC/B,CACE;IACE,MAAM;IACN,SAAS,CAAC;KAAE,MAAM;KAAQ,MAAM;KAAgC,CAAC;IAClE,EACD;IACE,MAAM;IACN,SAAS,CACP;KACE,MAAM;KACN,MAAM,KAAK,UAAU;MACnB,SAAS,OAAO;MAChB,MAAM,OAAO;MACb,SAAS,OAAO;MACjB,CAAC;KACH,CACF;IACF,CACF,EACD;IACE,gBAAgB;IAChB,OAAO,KAAK;IACb,CACF,EACyB,QAAQ,QAAQ,MAAM,SAAS,UAAU,KAAK;AACxE,OAAI,WAAW,UAAU,SAAS;IAChC,MAAM,SAAS,KAAK,MAClB,QAAQ,KACT;AACD,WAAO;KACL,GAAG;KACH,GAAG;KACH,SAAS,OAAO,WAAW,WAAW;KACtC,MAAM,OAAO,QAAQ,WAAW;KACjC;;UAEG;AAIR,SAAO;;CAGT,AAAQ,wBAAwB,QAA6C;EAC3E,MAAM,OAAO,GAAG,OAAO,QAAQ,IAAI,OAAO,OAAO,aAAa;EAC9D,MAAM,WAAW,KAAK,eAAe,KAAK;EAC1C,MAAM,WAAW,KAAK,eAAe,KAAK;EAC1C,MAAM,YAAY,KAAK,gBAAgB,KAAK;EAC5C,MAAM,UAAU,KAAK,eAAe,KAAK;EACzC,MAAM,OAAO,QAAQ,MAAM,GAAG,EAAE;EAChC,MAAM,aAAa,KAAK,mBAAmB,UAAU,UAAU,UAAU;AAEzE,SAAO;GACL,UAAU,OAAO;GACjB;GACA;GACA;GACA;GACA;GACA;GACA,oBAAoB,aAAa,YAAY,aAAa;GAC3D;;CAGH,AAAQ,eAAe,MAA8B;AACnD,OAAK,MAAM,CAAC,UAAU,aAAa,OAAO,QAAQ,KAAK,SAAS,CAI9D,KAAI,SAAS,MAAM,YAAY,KAAK,SAAS,QAAQ,CAAC,CACpD,QAAO;AAGX,SAAO;;CAGT,AAAQ,eAAe,MAA8B;AACnD,OAAK,MAAM,YAAY;GACrB;GACA;GACA;GACA;GACD,CACC,KAAI,eAAe,UAAU,MAAM,SAAS,KAAK,SAAS,KAAK,CAAC,CAC9D,QAAO;AAGX,SAAO;;CAGT,AAAQ,gBAAgB,MAA+B;AACrD,OAAK,MAAM,aAAa;GACtB;GACA;GACA;GACA;GACD,CACC,KAAI,gBAAgB,WAAW,MAAM,SAAS,KAAK,SAAS,KAAK,CAAC,CAChE,QAAO;AAGX,SAAO;;CAGT,AAAQ,eAAe,MAAwB;EAC7C,MAAM,UAAoB,EAAE;AAC5B,MAAI,KAAK,SAAS,SAAS,IAAI,KAAK,SAAS,aAAa,CACxD,SAAQ,KAAK,SAAS;AACxB,MAAI,KAAK,SAAS,SAAS,CAAE,SAAQ,KAAK,SAAS;AACnD,MAAI,KAAK,SAAS,QAAQ,CAAE,SAAQ,KAAK,aAAa;AACtD,MAAI,KAAK,SAAS,UAAU,CAAE,SAAQ,KAAK,kBAAkB;AAC7D,MAAI,KAAK,SAAS,MAAM,IAAI,KAAK,SAAS,QAAQ,CAChD,SAAQ,KAAK,aAAa;AAC5B,SAAO,QAAQ,SAAS,UAAU,CAAC,UAAU;;CAG/C,AAAQ,mBACN,UACA,UACA,WACQ;EACR,IAAI,OAAO;AACX,MAAI,aAAa,QAAS,SAAQ;AAClC,MAAI,aAAa,YAAY,aAAa,MAAO,SAAQ;AACzD,MAAI,cAAc,aAAc,SAAQ;AACxC,SAAO,KAAK,IAAI,KAAM,KAAK,IAAI,IAAK,OAAO,KAAK,QAAQ,EAAE,CAAC,CAAC,CAAC"}

package/dist/tickets/index.d.ts

@@ -0,0 +1,2 @@
+import { TicketClassifier, TicketClassifierOptions } from "./classifier.js";
+export { TicketClassifier, TicketClassifierOptions };

package/dist/tickets/index.js

@@ -0,0 +1,3 @@
+import { TicketClassifier } from "./classifier.js";
+
+export { TicketClassifier };

package/dist/types.d.ts

@@ -0,0 +1,77 @@
+import { AgentSpec } from "./ai-agent/src/spec/spec.js";
+import "./ai-agent/src/index.js";
+
+//#region src/types.d.ts
+type TicketPriority = 'low' | 'medium' | 'high' | 'urgent';
+type TicketCategory = 'billing' | 'technical' | 'product' | 'account' | 'compliance' | 'other';
+type TicketChannel = 'email' | 'chat' | 'phone' | 'portal';
+type TicketSentiment = 'positive' | 'neutral' | 'negative' | 'frustrated';
+interface SupportTicket {
+  id: string;
+  subject: string;
+  body: string;
+  channel: TicketChannel;
+  locale?: string;
+  customerEmail?: string;
+  customerName?: string;
+  metadata?: Record<string, string>;
+}
+interface TicketClassification {
+  ticketId: string;
+  category: TicketCategory;
+  priority: TicketPriority;
+  sentiment: TicketSentiment;
+  intents: string[];
+  tags: string[];
+  confidence: number;
+  escalationRequired?: boolean;
+}
+interface SupportCitation {
+  label: string;
+  url?: string;
+  snippet?: string;
+  score?: number;
+}
+interface SupportAction {
+  type: 'respond' | 'escalate' | 'refund' | 'manual';
+  label: string;
+  payload?: Record<string, string>;
+}
+interface SupportResolution {
+  ticketId: string;
+  answer: string;
+  confidence: number;
+  citations: SupportCitation[];
+  actions: SupportAction[];
+  escalationReason?: string;
+  knowledgeUpdates?: string[];
+}
+interface SupportResponseDraft {
+  ticketId: string;
+  subject: string;
+  body: string;
+  confidence: number;
+  requiresEscalation: boolean;
+  citations: SupportCitation[];
+}
+interface SupportBotSpec extends AgentSpec {
+  thresholds?: {
+    autoResolveMinConfidence?: number;
+    maxIterations?: number;
+  };
+  review?: {
+    queueName?: string;
+    approvalWorkflow?: string;
+  };
+}
+interface ClassificationResultPayload {
+  ticket: SupportTicket;
+  classification: TicketClassification;
+}
+interface ResolutionResultPayload extends ClassificationResultPayload {
+  resolution: SupportResolution;
+  draft: SupportResponseDraft;
+}
+//#endregion
+export { ClassificationResultPayload, ResolutionResultPayload, SupportAction, SupportBotSpec, SupportCitation, SupportResolution, SupportResponseDraft, SupportTicket, TicketCategory, TicketChannel, TicketClassification, TicketPriority, TicketSentiment };
+//# sourceMappingURL=types.d.ts.map

package/dist/types.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"types.d.ts","names":[],"sources":["../src/types.ts"],"sourcesContent":[],"mappings":";;;;KAEY,cAAA;KACA,cAAA;KAOA,aAAA;AARA,KASA,eAAA,GATc,UAAA,GAAA,SAAA,GAAA,UAAA,GAAA,YAAA;AACd,UAcK,aAAA,CAdS;EAOd,EAAA,EAAA,MAAA;EACA,OAAA,EAAA,MAAA;EAMK,IAAA,EAAA,MAAA;EAWA,OAAA,EAPN,aAOM;EAEL,MAAA,CAAA,EAAA,MAAA;EACA,aAAA,CAAA,EAAA,MAAA;EACC,YAAA,CAAA,EAAA,MAAA;EAAe,QAAA,CAAA,EAPf,MAOe,CAAA,MAAA,EAAA,MAAA,CAAA;AAO5B;AAOiB,UAlBA,oBAAA,CAqBC;EAGD,QAAA,EAAA,MAAA;EAUA,QAAA,EAhCL,cAgCyB;EASpB,QAAA,EAxCL,cAwCoB;EAWf,SAAA,EAlDJ,eAkDI;EAKA,OAAA,EAAA,MAAA,EAAA;EACH,IAAA,EAAA,MAAA,EAAA;EACL,UAAA,EAAA,MAAA;EAFwC,kBAAA,CAAA,EAAA,OAAA;;UAhDhC,eAAA;;;;;;UAOA,aAAA;;;YAGL;;UAGK,iBAAA;;;;aAIJ;WACF;;;;UAKM,oBAAA;;;;;;aAMJ;;UAGI,cAAA,SAAuB;;;;;;;;;;UAWvB,2BAAA;UACP;kBACQ;;UAGD,uBAAA,SAAgC;cACnC;SACL"}