@contractspec/lib.support-bot 1.57.0 → 1.58.0

package/dist/bot/tools.d.ts.map

@@ -1 +1 @@
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+{"version":3,"file":"tools.d.ts","sourceRoot":"","sources":["../../src/bot/tools.ts"],"names":[],"mappings":"AAAA,OAAO,KAAK,EAAE,cAAc,EAAE,MAAM,wBAAwB,CAAC;AAC7D,OAAO,KAAK,EAAE,gBAAgB,EAAE,MAAM,uBAAuB,CAAC;AAC9D,OAAO,KAAK,EAAE,aAAa,EAAE,MAAM,kBAAkB,CAAC;AAWtD,OAAO,KAAK,EAAE,IAAI,EAAE,MAAM,wBAAwB,CAAC;AAmFnD,MAAM,WAAW,qBAAqB;IACpC,QAAQ,EAAE,cAAc,CAAC;IACzB,UAAU,EAAE,gBAAgB,CAAC;IAC7B,SAAS,EAAE,aAAa,CAAC;CAC1B;AAED,wBAAgB,kBAAkB,CAAC,OAAO,EAAE,qBAAqB,GAAG,IAAI,EAAE,CA0DzE"}

package/dist/bot/tools.js

@@ -1,137 +1,132 @@
+// @bun
+// src/bot/tools.ts
 import * as z from "zod";
-
-//#region src/bot/tools.ts
-const ticketSchema = z.object({
-	id: z.string(),
-	subject: z.string(),
-	body: z.string(),
-	channel: z.enum([
-		"email",
-		"chat",
-		"phone",
-		"portal"
-	]),
-	customerName: z.string().optional(),
-	customerEmail: z.string().optional(),
-	metadata: z.object().optional()
+var ticketSchema = z.object({
+  id: z.string(),
+  subject: z.string(),
+  body: z.string(),
+  channel: z.enum(["email", "chat", "phone", "portal"]),
+  customerName: z.string().optional(),
+  customerEmail: z.string().optional(),
+  metadata: z.object().optional()
 });
-const supportCitationSchema = z.object({
-	label: z.string(),
-	url: z.string().optional(),
-	snippet: z.string().optional(),
-	score: z.number().optional()
+var supportCitationSchema = z.object({
+  label: z.string(),
+  url: z.string().optional(),
+  snippet: z.string().optional(),
+  score: z.number().optional()
 });
-const supportActionSchema = z.object({
-	type: z.enum([
-		"respond",
-		"escalate",
-		"refund",
-		"manual"
-	]),
-	label: z.string(),
-	payload: z.record(z.string(), z.string())
+var supportActionSchema = z.object({
+  type: z.enum(["respond", "escalate", "refund", "manual"]),
+  label: z.string(),
+  payload: z.record(z.string(), z.string())
 });
-const supportResolutionSchema = z.object({
-	ticketId: z.string(),
-	answer: z.string(),
-	confidence: z.number(),
-	citations: supportCitationSchema.array(),
-	actions: supportActionSchema.array(),
-	escalationReason: z.string().optional(),
-	knowledgeUpdates: z.array(z.string()).optional()
+var supportResolutionSchema = z.object({
+  ticketId: z.string(),
+  answer: z.string(),
+  confidence: z.number(),
+  citations: supportCitationSchema.array(),
+  actions: supportActionSchema.array(),
+  escalationReason: z.string().optional(),
+  knowledgeUpdates: z.array(z.string()).optional()
 });
-const ticketClassificationSchema = z.object({
-	ticketId: z.string(),
-	category: z.enum([
-		"billing",
-		"technical",
-		"product",
-		"account",
-		"compliance",
-		"other"
-	]),
-	priority: z.enum([
-		"urgent",
-		"high",
-		"medium",
-		"low"
-	]),
-	sentiment: z.enum([
-		"positive",
-		"neutral",
-		"negative",
-		"frustrated"
-	]),
-	intents: z.array(z.string()),
-	tags: z.array(z.string()),
-	confidence: z.number(),
-	escalationRequired: z.boolean().optional()
+var ticketClassificationSchema = z.object({
+  ticketId: z.string(),
+  category: z.enum([
+    "billing",
+    "technical",
+    "product",
+    "account",
+    "compliance",
+    "other"
+  ]),
+  priority: z.enum([
+    "urgent",
+    "high",
+    "medium",
+    "low"
+  ]),
+  sentiment: z.enum([
+    "positive",
+    "neutral",
+    "negative",
+    "frustrated"
+  ]),
+  intents: z.array(z.string()),
+  tags: z.array(z.string()),
+  confidence: z.number(),
+  escalationRequired: z.boolean().optional()
 });
 function ensureTicket(input) {
-	if (!input || typeof input !== "object" || !("ticket" in input)) throw new Error("Input must include ticket");
-	const ticket = input.ticket;
-	if (!ticket?.id) throw new Error("Ticket is missing id");
-	return ticket;
+  if (!input || typeof input !== "object" || !("ticket" in input)) {
+    throw new Error("Input must include ticket");
+  }
+  const ticket = input.ticket;
+  if (!ticket?.id)
+    throw new Error("Ticket is missing id");
+  return ticket;
 }
 function extractResolution(input) {
-	if (!input || typeof input !== "object" || !("resolution" in input)) return void 0;
-	return input.resolution;
+  if (!input || typeof input !== "object" || !("resolution" in input))
+    return;
+  return input.resolution;
 }
 function extractClassification(input) {
-	if (!input || typeof input !== "object" || !("classification" in input)) return void 0;
-	return input.classification;
+  if (!input || typeof input !== "object" || !("classification" in input))
+    return;
+  return input.classification;
 }
 function createSupportTools(options) {
-	return [
-		{
-			title: "support_classify_ticket",
-			description: "Classify a ticket for priority, sentiment, and category",
-			inputSchema: z.object({ ticket: ticketSchema }),
-			execute: async (input) => {
-				const ticket = ensureTicket(input);
-				const classification = await options.classifier.classify(ticket);
-				return {
-					content: JSON.stringify(classification),
-					metadata: { ticketId: ticket.id }
-				};
-			}
-		},
-		{
-			title: "support_resolve_ticket",
-			description: "Generate a knowledge-grounded resolution for a ticket",
-			inputSchema: z.object({ ticket: ticketSchema }),
-			execute: async (input) => {
-				const ticket = ensureTicket(input);
-				const resolution = await options.resolver.resolve(ticket);
-				return {
-					content: JSON.stringify(resolution),
-					metadata: { ticketId: ticket.id }
-				};
-			}
-		},
-		{
-			title: "support_draft_response",
-			description: "Draft a user-facing reply based on resolution + classification",
-			inputSchema: z.object({
-				ticket: ticketSchema,
-				resolution: supportResolutionSchema,
-				classification: ticketClassificationSchema
-			}),
-			execute: async (input) => {
-				const ticket = ensureTicket(input);
-				const resolution = extractResolution(input);
-				const classification = extractClassification(input);
-				if (!resolution || !classification) throw new Error("resolution and classification are required");
-				const draft = await options.responder.draft(ticket, resolution, classification);
-				return {
-					content: JSON.stringify(draft),
-					metadata: { ticketId: ticket.id }
-				};
-			}
-		}
-	];
+  const classifyTool = {
+    title: "support_classify_ticket",
+    description: "Classify a ticket for priority, sentiment, and category",
+    inputSchema: z.object({ ticket: ticketSchema }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const classification = await options.classifier.classify(ticket);
+      return {
+        content: JSON.stringify(classification),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  const resolveTool = {
+    title: "support_resolve_ticket",
+    description: "Generate a knowledge-grounded resolution for a ticket",
+    inputSchema: z.object({ ticket: ticketSchema }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const resolution = await options.resolver.resolve(ticket);
+      return {
+        content: JSON.stringify(resolution),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  const responderTool = {
+    title: "support_draft_response",
+    description: "Draft a user-facing reply based on resolution + classification",
+    inputSchema: z.object({
+      ticket: ticketSchema,
+      resolution: supportResolutionSchema,
+      classification: ticketClassificationSchema
+    }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const resolution = extractResolution(input);
+      const classification = extractClassification(input);
+      if (!resolution || !classification) {
+        throw new Error("resolution and classification are required");
+      }
+      const draft = await options.responder.draft(ticket, resolution, classification);
+      return {
+        content: JSON.stringify(draft),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  return [classifyTool, resolveTool, responderTool];
 }
-
-//#endregion
-export { createSupportTools };
-//# sourceMappingURL=tools.js.map
+export {
+  createSupportTools
+};

package/dist/browser/bot/auto-responder.js

@@ -0,0 +1,101 @@
+// src/bot/auto-responder.ts
+class AutoResponder {
+  llm;
+  model;
+  tone;
+  closing;
+  constructor(options) {
+    this.llm = options?.llm;
+    this.model = options?.model;
+    this.tone = options?.tone ?? "friendly";
+    this.closing = options?.closing ?? (this.tone === "friendly" ? "We remain available if you need anything else." : "Please let us know if you require additional assistance.");
+  }
+  async draft(ticket, resolution, classification) {
+    if (this.llm) {
+      return this.generateWithLLM(ticket, resolution, classification);
+    }
+    return this.generateTemplate(ticket, resolution, classification);
+  }
+  async generateWithLLM(ticket, resolution, classification) {
+    const prompt = `You are a ${this.tone} support agent. Draft an email response.
+Ticket Subject: ${ticket.subject}
+Ticket Body: ${ticket.body}
+Detected Category: ${classification.category}
+Detected Priority: ${classification.priority}
+Resolution:
+${resolution.answer}
+Citations: ${resolution.citations.map((c) => c.label).join(", ")}`;
+    const response = await this.llm.chat([
+      {
+        role: "system",
+        content: [
+          {
+            type: "text",
+            text: "Write empathetic, accurate support replies that cite sources when relevant."
+          }
+        ]
+      },
+      {
+        role: "user",
+        content: [{ type: "text", text: prompt }]
+      }
+    ], { model: this.model });
+    const body = response.message.content.map((part) => ("text" in part) ? part.text : "").join("").trim();
+    return this.buildDraft(ticket, resolution, classification, body);
+  }
+  generateTemplate(ticket, resolution, classification) {
+    const greeting = ticket.customerName ? `Hi ${ticket.customerName},` : "Hi there,";
+    const body = `${greeting}
+
+Thanks for contacting us about "${ticket.subject}". ${this.renderCategoryIntro(classification)}
+
+${resolution.answer}
+
+${this.renderCitations(resolution)}
+${this.closing}
+
+— ContractSpec Support`;
+    return this.buildDraft(ticket, resolution, classification, body);
+  }
+  buildDraft(ticket, resolution, classification, body) {
+    return {
+      ticketId: ticket.id,
+      subject: ticket.subject.startsWith("Re:") ? ticket.subject : `Re: ${ticket.subject}`,
+      body,
+      confidence: Math.min(resolution.confidence, classification.confidence),
+      requiresEscalation: resolution.actions.some((action) => action.type === "escalate") || Boolean(classification.escalationRequired),
+      citations: resolution.citations
+    };
+  }
+  renderCategoryIntro(classification) {
+    switch (classification.category) {
+      case "billing":
+        return "I understand billing issues can be stressful, so let me clarify the situation.";
+      case "technical":
+        return "I see you encountered a technical issue. Here is what happened and how to fix it.";
+      case "product":
+        return "Thanks for sharing feedback about the product. Here are the next steps.";
+      case "account":
+        return "Account access is critical, so let me walk you through the resolution.";
+      case "compliance":
+        return "Compliance questions require precision. See the policy-aligned answer below.";
+      default:
+        return "Here is what we found after reviewing your request.";
+    }
+  }
+  renderCitations(resolution) {
+    if (!resolution.citations.length)
+      return "";
+    const lines = resolution.citations.map((citation, index) => {
+      const label = citation.label || `Source ${index + 1}`;
+      const link = citation.url ? ` (${citation.url})` : "";
+      return `- ${label}${link}`;
+    });
+    return `References:
+${lines.join(`
+`)}`;
+  }
+}
+export {
+  AutoResponder
+};

package/dist/browser/bot/feedback-loop.js

@@ -0,0 +1,38 @@
+// src/bot/feedback-loop.ts
+class SupportFeedbackLoop {
+  history = [];
+  responseTimes = new Map;
+  recordResolution(payload, responseTimeMs) {
+    this.history.push(payload);
+    if (responseTimeMs != null) {
+      this.responseTimes.set(payload.ticket.id, responseTimeMs);
+    }
+  }
+  metrics() {
+    const total = this.history.length;
+    const autoResolved = this.history.filter((entry) => !entry.resolution.actions.some((action) => action.type === "escalate")).length;
+    const escalated = total - autoResolved;
+    const avgConfidence = total === 0 ? 0 : this.history.reduce((sum, entry) => sum + entry.resolution.confidence, 0) / total;
+    const avgResponseTimeMs = this.responseTimes.size === 0 ? 0 : [...this.responseTimes.values()].reduce((a, b) => a + b, 0) / this.responseTimes.size;
+    return {
+      totalTickets: total,
+      autoResolved,
+      escalated,
+      avgConfidence: Number(avgConfidence.toFixed(2)),
+      avgResponseTimeMs: Math.round(avgResponseTimeMs)
+    };
+  }
+  feedbackSummary(limit = 5) {
+    const recent = this.history.slice(-limit);
+    if (!recent.length)
+      return "No feedback recorded yet.";
+    return recent.map((entry) => {
+      const status = entry.resolution.actions.some((action) => action.type === "escalate") ? "Escalated" : "Auto-resolved";
+      return `${entry.ticket.subject} – ${status} (confidence: ${entry.resolution.confidence})`;
+    }).join(`
+`);
+  }
+}
+export {
+  SupportFeedbackLoop
+};

package/dist/browser/bot/index.js

@@ -0,0 +1,268 @@
+// src/bot/auto-responder.ts
+class AutoResponder {
+  llm;
+  model;
+  tone;
+  closing;
+  constructor(options) {
+    this.llm = options?.llm;
+    this.model = options?.model;
+    this.tone = options?.tone ?? "friendly";
+    this.closing = options?.closing ?? (this.tone === "friendly" ? "We remain available if you need anything else." : "Please let us know if you require additional assistance.");
+  }
+  async draft(ticket, resolution, classification) {
+    if (this.llm) {
+      return this.generateWithLLM(ticket, resolution, classification);
+    }
+    return this.generateTemplate(ticket, resolution, classification);
+  }
+  async generateWithLLM(ticket, resolution, classification) {
+    const prompt = `You are a ${this.tone} support agent. Draft an email response.
+Ticket Subject: ${ticket.subject}
+Ticket Body: ${ticket.body}
+Detected Category: ${classification.category}
+Detected Priority: ${classification.priority}
+Resolution:
+${resolution.answer}
+Citations: ${resolution.citations.map((c) => c.label).join(", ")}`;
+    const response = await this.llm.chat([
+      {
+        role: "system",
+        content: [
+          {
+            type: "text",
+            text: "Write empathetic, accurate support replies that cite sources when relevant."
+          }
+        ]
+      },
+      {
+        role: "user",
+        content: [{ type: "text", text: prompt }]
+      }
+    ], { model: this.model });
+    const body = response.message.content.map((part) => ("text" in part) ? part.text : "").join("").trim();
+    return this.buildDraft(ticket, resolution, classification, body);
+  }
+  generateTemplate(ticket, resolution, classification) {
+    const greeting = ticket.customerName ? `Hi ${ticket.customerName},` : "Hi there,";
+    const body = `${greeting}
+
+Thanks for contacting us about "${ticket.subject}". ${this.renderCategoryIntro(classification)}
+
+${resolution.answer}
+
+${this.renderCitations(resolution)}
+${this.closing}
+
+— ContractSpec Support`;
+    return this.buildDraft(ticket, resolution, classification, body);
+  }
+  buildDraft(ticket, resolution, classification, body) {
+    return {
+      ticketId: ticket.id,
+      subject: ticket.subject.startsWith("Re:") ? ticket.subject : `Re: ${ticket.subject}`,
+      body,
+      confidence: Math.min(resolution.confidence, classification.confidence),
+      requiresEscalation: resolution.actions.some((action) => action.type === "escalate") || Boolean(classification.escalationRequired),
+      citations: resolution.citations
+    };
+  }
+  renderCategoryIntro(classification) {
+    switch (classification.category) {
+      case "billing":
+        return "I understand billing issues can be stressful, so let me clarify the situation.";
+      case "technical":
+        return "I see you encountered a technical issue. Here is what happened and how to fix it.";
+      case "product":
+        return "Thanks for sharing feedback about the product. Here are the next steps.";
+      case "account":
+        return "Account access is critical, so let me walk you through the resolution.";
+      case "compliance":
+        return "Compliance questions require precision. See the policy-aligned answer below.";
+      default:
+        return "Here is what we found after reviewing your request.";
+    }
+  }
+  renderCitations(resolution) {
+    if (!resolution.citations.length)
+      return "";
+    const lines = resolution.citations.map((citation, index) => {
+      const label = citation.label || `Source ${index + 1}`;
+      const link = citation.url ? ` (${citation.url})` : "";
+      return `- ${label}${link}`;
+    });
+    return `References:
+${lines.join(`
+`)}`;
+  }
+}
+
+// src/bot/feedback-loop.ts
+class SupportFeedbackLoop {
+  history = [];
+  responseTimes = new Map;
+  recordResolution(payload, responseTimeMs) {
+    this.history.push(payload);
+    if (responseTimeMs != null) {
+      this.responseTimes.set(payload.ticket.id, responseTimeMs);
+    }
+  }
+  metrics() {
+    const total = this.history.length;
+    const autoResolved = this.history.filter((entry) => !entry.resolution.actions.some((action) => action.type === "escalate")).length;
+    const escalated = total - autoResolved;
+    const avgConfidence = total === 0 ? 0 : this.history.reduce((sum, entry) => sum + entry.resolution.confidence, 0) / total;
+    const avgResponseTimeMs = this.responseTimes.size === 0 ? 0 : [...this.responseTimes.values()].reduce((a, b) => a + b, 0) / this.responseTimes.size;
+    return {
+      totalTickets: total,
+      autoResolved,
+      escalated,
+      avgConfidence: Number(avgConfidence.toFixed(2)),
+      avgResponseTimeMs: Math.round(avgResponseTimeMs)
+    };
+  }
+  feedbackSummary(limit = 5) {
+    const recent = this.history.slice(-limit);
+    if (!recent.length)
+      return "No feedback recorded yet.";
+    return recent.map((entry) => {
+      const status = entry.resolution.actions.some((action) => action.type === "escalate") ? "Escalated" : "Auto-resolved";
+      return `${entry.ticket.subject} – ${status} (confidence: ${entry.resolution.confidence})`;
+    }).join(`
+`);
+  }
+}
+
+// src/bot/tools.ts
+import * as z from "zod";
+var ticketSchema = z.object({
+  id: z.string(),
+  subject: z.string(),
+  body: z.string(),
+  channel: z.enum(["email", "chat", "phone", "portal"]),
+  customerName: z.string().optional(),
+  customerEmail: z.string().optional(),
+  metadata: z.object().optional()
+});
+var supportCitationSchema = z.object({
+  label: z.string(),
+  url: z.string().optional(),
+  snippet: z.string().optional(),
+  score: z.number().optional()
+});
+var supportActionSchema = z.object({
+  type: z.enum(["respond", "escalate", "refund", "manual"]),
+  label: z.string(),
+  payload: z.record(z.string(), z.string())
+});
+var supportResolutionSchema = z.object({
+  ticketId: z.string(),
+  answer: z.string(),
+  confidence: z.number(),
+  citations: supportCitationSchema.array(),
+  actions: supportActionSchema.array(),
+  escalationReason: z.string().optional(),
+  knowledgeUpdates: z.array(z.string()).optional()
+});
+var ticketClassificationSchema = z.object({
+  ticketId: z.string(),
+  category: z.enum([
+    "billing",
+    "technical",
+    "product",
+    "account",
+    "compliance",
+    "other"
+  ]),
+  priority: z.enum([
+    "urgent",
+    "high",
+    "medium",
+    "low"
+  ]),
+  sentiment: z.enum([
+    "positive",
+    "neutral",
+    "negative",
+    "frustrated"
+  ]),
+  intents: z.array(z.string()),
+  tags: z.array(z.string()),
+  confidence: z.number(),
+  escalationRequired: z.boolean().optional()
+});
+function ensureTicket(input) {
+  if (!input || typeof input !== "object" || !("ticket" in input)) {
+    throw new Error("Input must include ticket");
+  }
+  const ticket = input.ticket;
+  if (!ticket?.id)
+    throw new Error("Ticket is missing id");
+  return ticket;
+}
+function extractResolution(input) {
+  if (!input || typeof input !== "object" || !("resolution" in input))
+    return;
+  return input.resolution;
+}
+function extractClassification(input) {
+  if (!input || typeof input !== "object" || !("classification" in input))
+    return;
+  return input.classification;
+}
+function createSupportTools(options) {
+  const classifyTool = {
+    title: "support_classify_ticket",
+    description: "Classify a ticket for priority, sentiment, and category",
+    inputSchema: z.object({ ticket: ticketSchema }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const classification = await options.classifier.classify(ticket);
+      return {
+        content: JSON.stringify(classification),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  const resolveTool = {
+    title: "support_resolve_ticket",
+    description: "Generate a knowledge-grounded resolution for a ticket",
+    inputSchema: z.object({ ticket: ticketSchema }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const resolution = await options.resolver.resolve(ticket);
+      return {
+        content: JSON.stringify(resolution),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  const responderTool = {
+    title: "support_draft_response",
+    description: "Draft a user-facing reply based on resolution + classification",
+    inputSchema: z.object({
+      ticket: ticketSchema,
+      resolution: supportResolutionSchema,
+      classification: ticketClassificationSchema
+    }),
+    execute: async (input) => {
+      const ticket = ensureTicket(input);
+      const resolution = extractResolution(input);
+      const classification = extractClassification(input);
+      if (!resolution || !classification) {
+        throw new Error("resolution and classification are required");
+      }
+      const draft = await options.responder.draft(ticket, resolution, classification);
+      return {
+        content: JSON.stringify(draft),
+        metadata: { ticketId: ticket.id }
+      };
+    }
+  };
+  return [classifyTool, resolveTool, responderTool];
+}
+export {
+  createSupportTools,
+  SupportFeedbackLoop,
+  AutoResponder
+};