@contractspec/lib.support-bot 1.56.1 → 1.58.0

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

@@ -0,0 +1,65 @@
+// src/rag/ticket-resolver.ts
+class TicketResolver {
+  knowledge;
+  minConfidence;
+  prependPrompt;
+  constructor(options) {
+    this.knowledge = options.knowledge;
+    this.minConfidence = options.minConfidence ?? 0.65;
+    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}`);
+    const sections = [
+      this.prependPrompt,
+      header.join(`
+`),
+      "---",
+      ticket.body
+    ].filter(Boolean);
+    return sections.join(`
+`);
+  }
+  toResolution(ticket, answer) {
+    const citations = answer.references.map((ref) => {
+      const label = typeof ref.payload?.title === "string" ? ref.payload.title : typeof ref.payload?.documentId === "string" ? ref.payload.documentId : ref.id;
+      return {
+        label,
+        url: typeof ref.payload?.url === "string" ? ref.payload.url : undefined,
+        snippet: typeof ref.payload?.text === "string" ? ref.payload.text.slice(0, 280) : undefined,
+        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" : undefined,
+      knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : undefined
+    };
+  }
+  deriveConfidence(answer) {
+    if (!answer.references.length)
+      return 0.3;
+    const topScore = answer.references[0]?.score ?? 0.4;
+    const normalized = Math.min(1, Math.max(0, topScore));
+    const tokenPenalty = answer.usage?.completionTokens ? Math.min(answer.usage.completionTokens / 1000, 0.2) : 0;
+    return Number((normalized - tokenPenalty).toFixed(2));
+  }
+}
+export {
+  TicketResolver
+};

package/dist/browser/spec.js

@@ -0,0 +1,33 @@
+// src/spec.ts
+import { defineAgent } from "@contractspec/lib.ai-agent";
+function defineSupportBot(definition) {
+  const base = defineAgent({
+    ...definition.base,
+    policy: {
+      ...definition.base.policy,
+      confidence: {
+        min: definition.base.policy?.confidence?.min ?? 0.7,
+        default: definition.base.policy?.confidence?.default ?? 0.6
+      },
+      escalation: {
+        confidenceThreshold: definition.autoEscalateThreshold ?? definition.base.policy?.escalation?.confidenceThreshold ?? definition.base.policy?.confidence?.min ?? 0.7,
+        ...definition.base.policy?.escalation
+      }
+    },
+    memory: definition.base.memory ?? { maxEntries: 120, ttlMinutes: 120 },
+    tools: definition.tools ?? definition.base.tools,
+    instructions: `${definition.base.instructions}
+
+Always cite support knowledge sources and flag compliance/billing issues for human review when unsure.`
+  });
+  return {
+    ...base,
+    thresholds: {
+      autoResolveMinConfidence: definition.autoEscalateThreshold ?? 0.75,
+      maxIterations: 6
+    }
+  };
+}
+export {
+  defineSupportBot
+};

package/dist/browser/tickets/classifier.js

@@ -0,0 +1,156 @@
+// src/tickets/classifier.ts
+var 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: []
+};
+var 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"]
+};
+var SENTIMENT_HINTS = {
+  positive: ["love", "great", "awesome", "thank you"],
+  neutral: ["question", "wonder", "curious"],
+  negative: ["unhappy", "bad", "terrible", "awful", "angry"],
+  frustrated: ["furious", "frustrated", "fed up", "ridiculous"]
+};
+
+class TicketClassifier {
+  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 llmResult = 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
+      });
+      const content = llmResult.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 = `${ticket.subject}
+${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 = 0.6;
+    if (category !== "other")
+      base += 0.1;
+    if (priority === "urgent" || priority === "low")
+      base += 0.05;
+    if (sentiment === "frustrated")
+      base -= 0.05;
+    return Math.min(0.95, Math.max(0.4, Number(base.toFixed(2))));
+  }
+}
+export {
+  TicketClassifier
+};

package/dist/browser/tickets/index.js

@@ -0,0 +1,156 @@
+// src/tickets/classifier.ts
+var 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: []
+};
+var 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"]
+};
+var SENTIMENT_HINTS = {
+  positive: ["love", "great", "awesome", "thank you"],
+  neutral: ["question", "wonder", "curious"],
+  negative: ["unhappy", "bad", "terrible", "awful", "angry"],
+  frustrated: ["furious", "frustrated", "fed up", "ridiculous"]
+};
+
+class TicketClassifier {
+  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 llmResult = 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
+      });
+      const content = llmResult.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 = `${ticket.subject}
+${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 = 0.6;
+    if (category !== "other")
+      base += 0.1;
+    if (priority === "urgent" || priority === "low")
+      base += 0.05;
+    if (sentiment === "frustrated")
+      base -= 0.05;
+    return Math.min(0.95, Math.max(0.4, Number(base.toFixed(2))));
+  }
+}
+export {
+  TicketClassifier
+};

package/dist/index.d.ts

@@ -1,11 +1,6 @@
-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 };
+export * from './types';
+export * from './spec';
+export * from './rag';
+export * from './tickets';
+export * from './bot';
+//# sourceMappingURL=index.d.ts.map

package/dist/index.d.ts.map

@@ -0,0 +1 @@
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