@contractspec/lib.support-bot 1.44.0

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

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+import "./types.js";

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

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+import "./types.js";

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

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+import "./types.js";
+import "./defineEntity.js";
+import "./generator.js";

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

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+import "zod";

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

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+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

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+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

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package/dist/spec.js

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+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

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+{"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

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+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

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package/dist/tickets/classifier.js

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+//#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

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+{"version":3,"file":"classifier.js","names":["CATEGORY_KEYWORDS: Record<TicketCategory, string[]>","PRIORITY_HINTS: Record<TicketPriority, string[]>","SENTIMENT_HINTS: Record<TicketSentiment, string[]>","intents: string[]"],"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 ? 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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

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package/package.json

@@ -0,0 +1,76 @@
+{
+  "name": "@contractspec/lib.support-bot",
+  "version": "1.44.0",
+  "type": "module",
+  "main": "./dist/index.js",
+  "module": "./dist/index.js",
+  "types": "./dist/index.d.ts",
+  "files": [
+    "dist",
+    "README.md"
+  ],
+  "scripts": {
+    "publish:pkg": "bun publish --tolerate-republish --ignore-scripts --verbose",
+    "publish:pkg:canary": "bun publish:pkg --tag canary",
+    "build": "bun build:types && bun build:bundle",
+    "build:bundle": "tsdown",
+    "build:types": "tsc --noEmit",
+    "dev": "bun build:bundle --watch",
+    "clean": "rimraf dist .turbo",
+    "lint": "bun lint:fix",
+    "lint:fix": "eslint src --fix",
+    "lint:check": "eslint src",
+    "test": "bun run"
+  },
+  "dependencies": {
+    "@contractspec/lib.ai-agent": "1.44.0",
+    "@contractspec/lib.contracts": "1.44.0",
+    "@contractspec/lib.knowledge": "1.44.0",
+    "@contractspec/lib.schema": "1.44.0"
+  },
+  "devDependencies": {
+    "@contractspec/tool.tsdown": "1.44.0",
+    "@contractspec/tool.typescript": "1.44.0",
+    "tsdown": "^0.18.3",
+    "typescript": "^5.9.3"
+  },
+  "exports": {
+    ".": "./dist/index.js",
+    "./bot": "./dist/bot/index.js",
+    "./bot/auto-responder": "./dist/bot/auto-responder.js",
+    "./bot/feedback-loop": "./dist/bot/feedback-loop.js",
+    "./bot/tools": "./dist/bot/tools.js",
+    "./rag": "./dist/rag/index.js",
+    "./rag/ticket-resolver": "./dist/rag/ticket-resolver.js",
+    "./spec": "./dist/spec.js",
+    "./tickets": "./dist/tickets/index.js",
+    "./tickets/classifier": "./dist/tickets/classifier.js",
+    "./types": "./dist/types.js",
+    "./*": "./*"
+  },
+  "publishConfig": {
+    "access": "public",
+    "exports": {
+      ".": "./dist/index.js",
+      "./bot": "./dist/bot/index.js",
+      "./bot/auto-responder": "./dist/bot/auto-responder.js",
+      "./bot/feedback-loop": "./dist/bot/feedback-loop.js",
+      "./bot/tools": "./dist/bot/tools.js",
+      "./rag": "./dist/rag/index.js",
+      "./rag/ticket-resolver": "./dist/rag/ticket-resolver.js",
+      "./spec": "./dist/spec.js",
+      "./tickets": "./dist/tickets/index.js",
+      "./tickets/classifier": "./dist/tickets/classifier.js",
+      "./types": "./dist/types.js",
+      "./*": "./*"
+    },
+    "registry": "https://registry.npmjs.org/"
+  },
+  "license": "MIT",
+  "repository": {
+    "type": "git",
+    "url": "https://github.com/lssm-tech/contractspec.git",
+    "directory": "packages/libs/support-bot"
+  },
+  "homepage": "https://contractspec.io"
+}