@lssm/example.ai-support-bot 0.0.0-canary-20251217060834 → 0.0.0-canary-20251217072406

package/dist/libs/support-bot/dist/tickets/classifier.js

@@ -0,0 +1,198 @@
+//#region ../../libs/support-bot/dist/tickets/classifier.js
+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 };

package/dist/setup.js

@@ -1 +1,47 @@
-import{TicketResolver as e}from"@lssm/lib.support-bot/rag";import{TicketClassifier as t}from"@lssm/lib.support-bot/tickets";import{AutoResponder as n}from"@lssm/lib.support-bot/bot";import{LogLevel as r,Logger as i}from"@lssm/lib.logger";const a=new i({level:process.env.NODE_ENV===`production`?r.INFO:r.DEBUG,environment:process.env.NODE_ENV||`development`,enableColors:process.env.NODE_ENV!==`production`});async function o(){let r=new e({knowledge:{async query(e){return{answer:`The payout will retrigger automatically. (${e.slice(0,40)}…)`,references:[]}}}}),i=new t,o=new n,s={id:`TIC-42`,subject:`Payout failed`,body:`Hello, our supplier payout failed twice yesterday. Can you confirm status? It is urgent.`,channel:`email`,customerName:`Ivy`,metadata:{accountId:`acct_789`}},c=await i.classify(s),l=await r.resolve(s),u=await o.draft(s,l,c);a.info(`Support bot run completed`,{ticketId:s.id,classification:c,resolution:l,emailDraft:{subject:u.subject,body:u.body}})}export{o as runAiSupportBotExample};
+import { TicketResolver } from "./libs/support-bot/dist/rag/ticket-resolver.js";
+import { TicketClassifier } from "./libs/support-bot/dist/tickets/classifier.js";
+import { AutoResponder } from "./libs/support-bot/dist/bot/auto-responder.js";
+import "./libs/support-bot/dist/bot/index.js";
+import { LogLevel } from "./libs/logger/dist/types.js";
+import { Logger } from "./libs/logger/dist/logger.node.js";
+import "./libs/logger/dist/index.js";
+
+//#region src/setup.ts
+const logger = new Logger({
+	level: process.env.NODE_ENV === "production" ? LogLevel.INFO : LogLevel.DEBUG,
+	environment: process.env.NODE_ENV || "development",
+	enableColors: process.env.NODE_ENV !== "production"
+});
+async function runAiSupportBotExample() {
+	const resolver = new TicketResolver({ knowledge: { async query(question) {
+		return {
+			answer: `The payout will retrigger automatically. (${question.slice(0, 40)}…)`,
+			references: []
+		};
+	} } });
+	const classifier = new TicketClassifier();
+	const responder = new AutoResponder();
+	const ticket = {
+		id: "TIC-42",
+		subject: "Payout failed",
+		body: "Hello, our supplier payout failed twice yesterday. Can you confirm status? It is urgent.",
+		channel: "email",
+		customerName: "Ivy",
+		metadata: { accountId: "acct_789" }
+	};
+	const classification = await classifier.classify(ticket);
+	const resolution = await resolver.resolve(ticket);
+	const draft = await responder.draft(ticket, resolution, classification);
+	logger.info("Support bot run completed", {
+		ticketId: ticket.id,
+		classification,
+		resolution,
+		emailDraft: {
+			subject: draft.subject,
+			body: draft.body
+		}
+	});
+}
+
+//#endregion
+export { runAiSupportBotExample };

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@lssm/example.ai-support-bot",
-  "version": "0.0.0-canary-20251217060834",
+  "version": "0.0.0-canary-20251217072406",
   "description": "AI support bot example: classify and resolve a support ticket using @lssm/lib.support-bot.",
   "type": "module",
   "main": "./dist/index.js",
@@ -27,14 +27,15 @@
     "test": "bun test"
   },
   "dependencies": {
-    "@lssm/lib.support-bot": "0.0.0-canary-20251217060834",
-    "@lssm/lib.knowledge": "0.0.0-canary-20251217060834",
-    "@lssm/lib.contracts": "0.0.0-canary-20251217060834",
-    "@lssm/lib.logger": "0.0.0-canary-20251217060834"
+    "@lssm/lib.support-bot": "0.0.0-canary-20251217072406",
+    "@lssm/lib.knowledge": "0.0.0-canary-20251217072406",
+    "@lssm/lib.schema": "0.0.0-canary-20251217072406",
+    "@lssm/lib.contracts": "0.0.0-canary-20251217072406",
+    "@lssm/lib.logger": "0.0.0-canary-20251217072406"
   },
   "devDependencies": {
-    "@lssm/tool.tsdown": "0.0.0-canary-20251217060834",
-    "@lssm/tool.typescript": "0.0.0-canary-20251217060834",
+    "@lssm/tool.tsdown": "0.0.0-canary-20251217072406",
+    "@lssm/tool.typescript": "0.0.0-canary-20251217072406",
     "tsdown": "^0.17.4",
     "typescript": "^5.9.3"
   },