@contractspec/lib.support-bot 1.56.1 → 1.58.0

package/dist/node/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/node/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/rag/index.d.ts

@@ -1,2 +1,2 @@
-import { KnowledgeRetriever, TicketResolver, TicketResolverOptions } from "./ticket-resolver.js";
-export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };
+export * from './ticket-resolver';
+//# sourceMappingURL=index.d.ts.map

package/dist/rag/index.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"index.d.ts","sourceRoot":"","sources":["../../src/rag/index.ts"],"names":[],"mappings":"AAAA,cAAc,mBAAmB,CAAC"}

package/dist/rag/index.js

@@ -1,3 +1,66 @@
-import { TicketResolver } from "./ticket-resolver.js";
-
-export { TicketResolver };
+// @bun
+// 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/rag/ticket-resolver.d.ts

@@ -1,25 +1,21 @@
-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>;
+import type { KnowledgeAnswer } from '@contractspec/lib.knowledge/query/service';
+import type { SupportResolution, SupportTicket } from '../types';
+export interface KnowledgeRetriever {
+    query(question: string): Promise<KnowledgeAnswer>;
 }
-interface TicketResolverOptions {
-  knowledge: KnowledgeRetriever;
-  minConfidence?: number;
-  prependPrompt?: string;
+export 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;
+export 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

@@ -1 +1 @@
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package/dist/rag/ticket-resolver.js

@@ -1,64 +1,66 @@
-//#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));
-	}
+// @bun
+// 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
 };
-
-//#endregion
-export { TicketResolver };
-//# sourceMappingURL=ticket-resolver.js.map

package/dist/spec.d.ts

@@ -1,14 +1,9 @@
-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;
+import type { AgentSpec, AgentToolConfig } from '@contractspec/lib.ai-agent';
+import type { SupportBotSpec } from './types';
+export interface SupportBotDefinition {
+    base: AgentSpec;
+    tools?: AgentToolConfig[];
+    autoEscalateThreshold?: number;
 }
-declare function defineSupportBot(definition: SupportBotDefinition): SupportBotSpec;
-//#endregion
-export { SupportBotDefinition, defineSupportBot };
+export declare function defineSupportBot(definition: SupportBotDefinition): SupportBotSpec;
 //# sourceMappingURL=spec.d.ts.map

package/dist/spec.d.ts.map

@@ -1 +1 @@
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+{"version":3,"file":"spec.d.ts","sourceRoot":"","sources":["../src/spec.ts"],"names":[],"mappings":"AAAA,OAAO,KAAK,EAAE,SAAS,EAAE,eAAe,EAAE,MAAM,4BAA4B,CAAC;AAE7E,OAAO,KAAK,EAAE,cAAc,EAAE,MAAM,SAAS,CAAC;AAE9C,MAAM,WAAW,oBAAoB;IACnC,IAAI,EAAE,SAAS,CAAC;IAChB,KAAK,CAAC,EAAE,eAAe,EAAE,CAAC;IAC1B,qBAAqB,CAAC,EAAE,MAAM,CAAC;CAChC;AAED,wBAAgB,gBAAgB,CAC9B,UAAU,EAAE,oBAAoB,GAC/B,cAAc,CA8BhB"}

package/dist/spec.js

@@ -1,35 +1,34 @@
+// @bun
+// src/spec.ts
 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: `${definition.base.instructions}\n\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`
-		}),
-		thresholds: {
-			autoResolveMinConfidence: definition.autoEscalateThreshold ?? .75,
-			maxIterations: 6
-		}
-	};
-}
+  const base = defineAgent({
+    ...definition.base,
+    policy: {
+      ...definition.base.policy,
+      confidence: {
+        min: definition.base.policy?.confidence?.min ?? 0.7,
+        default: definition.base.policy?.confidence?.default ?? 0.6
+      },
+      escalation: {
+        confidenceThreshold: definition.autoEscalateThreshold ?? definition.base.policy?.escalation?.confidenceThreshold ?? definition.base.policy?.confidence?.min ?? 0.7,
+        ...definition.base.policy?.escalation
+      }
+    },
+    memory: definition.base.memory ?? { maxEntries: 120, ttlMinutes: 120 },
+    tools: definition.tools ?? definition.base.tools,
+    instructions: `${definition.base.instructions}
 
-//#endregion
-export { defineSupportBot };
-//# sourceMappingURL=spec.js.map
+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
+};