@lssm/lib.support-bot 0.0.0-canary-20251217063201 → 0.0.0-canary-20251217072406

package/dist/ai-agent/dist/agent/agent-factory.js

@@ -1 +1 @@
-import"./contract-spec-agent.js";
+import "./contract-spec-agent.js";

package/dist/ai-agent/dist/agent/contract-spec-agent.js

@@ -1 +1,18 @@
-import"../tools/tool-adapter.js";import"../tools/knowledge-tool.js";import*as e from"zod";import"ai";e.object({tenantId:e.string().optional(),actorId:e.string().optional(),sessionId:e.string().optional(),metadata:e.record(e.string(),e.unknown()).optional()});
+import "../tools/tool-adapter.js";
+import "../tools/knowledge-tool.js";
+import * as z$1 from "zod";
+import "ai";
+
+//#region ../ai-agent/dist/agent/contract-spec-agent.js
+/**
+* Call options schema for AI SDK v6.
+* Maps ContractSpec's tenant/actor system to AI SDK callOptionsSchema.
+*/
+const ContractSpecCallOptionsSchema = z$1.object({
+	tenantId: z$1.string().optional(),
+	actorId: z$1.string().optional(),
+	sessionId: z$1.string().optional(),
+	metadata: z$1.record(z$1.string(), z$1.unknown()).optional()
+});
+
+//#endregion

package/dist/ai-agent/dist/agent/index.js

@@ -1 +1,2 @@
-import"./contract-spec-agent.js";import"./agent-factory.js";
+import "./contract-spec-agent.js";
+import "./agent-factory.js";

package/dist/ai-agent/dist/approval/index.js

@@ -1 +1 @@
-import"./workflow.js";
+import "./workflow.js";

package/dist/ai-agent/dist/approval/workflow.js

@@ -1 +1 @@
-import"node:crypto";
+import "node:crypto";

package/dist/ai-agent/dist/index.js

@@ -1 +1,15 @@
-import{e}from"./spec/spec.js";import"./schema/json-schema-to-zod.js";import"./tools/tool-adapter.js";import"./tools/knowledge-tool.js";import"./agent/contract-spec-agent.js";import"./agent/agent-factory.js";import"./agent/index.js";import"./tools/mcp-client.js";import"./tools/mcp-server.js";import"./tools/index.js";import"./schema/schema-output.js";import"./schema/index.js";import"./approval/workflow.js";import"./approval/index.js";import"ai";
+import { defineAgent } from "./spec/spec.js";
+import "./schema/json-schema-to-zod.js";
+import "./tools/tool-adapter.js";
+import "./tools/knowledge-tool.js";
+import "./agent/contract-spec-agent.js";
+import "./agent/agent-factory.js";
+import "./agent/index.js";
+import "./tools/mcp-client.js";
+import "./tools/mcp-server.js";
+import "./tools/index.js";
+import "./schema/schema-output.js";
+import "./schema/index.js";
+import "./approval/workflow.js";
+import "./approval/index.js";
+import "ai";

package/dist/ai-agent/dist/schema/index.js

@@ -1 +1,2 @@
-import"./json-schema-to-zod.js";import"./schema-output.js";
+import "./json-schema-to-zod.js";
+import "./schema-output.js";

package/dist/ai-agent/dist/schema/json-schema-to-zod.js

@@ -1 +1 @@
-import"zod";
+import "zod";

package/dist/ai-agent/dist/schema/schema-output.js

@@ -1 +1,3 @@
-import"./json-schema-to-zod.js";import"zod";import"ai";
+import "./json-schema-to-zod.js";
+import "zod";
+import "ai";

package/dist/ai-agent/dist/spec/spec.js

@@ -1 +1,23 @@
-function e(e){if(!e.meta?.name)throw Error(`Agent name is required`);if(!Number.isFinite(e.meta.version))throw Error(`Agent ${e.meta.name} is missing a numeric version`);if(!e.instructions?.trim())throw Error(`Agent ${e.meta.name} requires instructions`);if(!e.tools?.length)throw Error(`Agent ${e.meta.name} must expose at least one tool`);let t=new Set;for(let n of e.tools){if(t.has(n.name))throw Error(`Agent ${e.meta.name} has duplicate tool name: ${n.name}`);t.add(n.name)}return Object.freeze(e)}export{e};
+//#region ../ai-agent/dist/spec/spec.js
+/**
+* Define and validate an agent specification.
+*
+* @param spec - The agent specification
+* @returns The frozen, validated specification
+* @throws Error if the specification is invalid
+*/
+function defineAgent(spec) {
+	if (!spec.meta?.name) throw new Error("Agent name is required");
+	if (!Number.isFinite(spec.meta.version)) throw new Error(`Agent ${spec.meta.name} is missing a numeric version`);
+	if (!spec.instructions?.trim()) throw new Error(`Agent ${spec.meta.name} requires instructions`);
+	if (!spec.tools?.length) throw new Error(`Agent ${spec.meta.name} must expose at least one tool`);
+	const toolNames = /* @__PURE__ */ new Set();
+	for (const tool of spec.tools) {
+		if (toolNames.has(tool.name)) throw new Error(`Agent ${spec.meta.name} has duplicate tool name: ${tool.name}`);
+		toolNames.add(tool.name);
+	}
+	return Object.freeze(spec);
+}
+
+//#endregion
+export { defineAgent };

package/dist/ai-agent/dist/tools/index.js

@@ -1 +1,4 @@
-import"./tool-adapter.js";import"./knowledge-tool.js";import"./mcp-client.js";import"./mcp-server.js";
+import "./tool-adapter.js";
+import "./knowledge-tool.js";
+import "./mcp-client.js";
+import "./mcp-server.js";

package/dist/ai-agent/dist/tools/knowledge-tool.js

@@ -1 +1,2 @@
-import"zod";import"ai";
+import "zod";
+import "ai";

package/dist/ai-agent/dist/tools/mcp-client.js

@@ -1 +1,2 @@
-import"@ai-sdk/mcp";import"@ai-sdk/mcp/mcp-stdio";
+import "@ai-sdk/mcp";
+import "@ai-sdk/mcp/mcp-stdio";

package/dist/ai-agent/dist/tools/mcp-server.js

@@ -1 +1,3 @@
-import"../schema/json-schema-to-zod.js";import"zod";import"@modelcontextprotocol/sdk/server/mcp.js";
+import "../schema/json-schema-to-zod.js";
+import "zod";
+import "@modelcontextprotocol/sdk/server/mcp.js";

package/dist/ai-agent/dist/tools/tool-adapter.js

@@ -1 +1,2 @@
-import"../schema/json-schema-to-zod.js";import"ai";
+import "../schema/json-schema-to-zod.js";
+import "ai";

package/dist/bot/auto-responder.js

@@ -1,18 +1,83 @@
-var e=class{llm;model;tone;closing;constructor(e){this.llm=e?.llm,this.model=e?.model,this.tone=e?.tone??`friendly`,this.closing=e?.closing??(this.tone===`friendly`?`We remain available if you need anything else.`:`Please let us know if you require additional assistance.`)}async draft(e,t,n){return this.llm?this.generateWithLLM(e,t,n):this.generateTemplate(e,t,n)}async generateWithLLM(e,t,n){let r=`You are a ${this.tone} support agent. Draft an email response.
-Ticket Subject: ${e.subject}
-Ticket Body: ${e.body}
-Detected Category: ${n.category}
-Detected Priority: ${n.priority}
+//#region src/bot/auto-responder.ts
+var AutoResponder = class {
+	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: ${classification.priority}
 Resolution:
-${t.answer}
-Citations: ${t.citations.map(e=>e.label).join(`, `)}`,i=(await this.llm.chat([{role:`system`,content:[{type:`text`,text:`Write empathetic, accurate support replies that cite sources when relevant.`}]},{role:`user`,content:[{type:`text`,text:r}]}],{model:this.model})).message.content.map(e=>`text`in e?e.text:``).join(``).trim();return this.buildDraft(e,t,n,i)}generateTemplate(e,t,n){let r=`${e.customerName?`Hi ${e.customerName},`:`Hi there,`}
+${resolution.answer}
+Citations: ${resolution.citations.map((c) => c.label).join(", ")}`;
+		const body = (await this.llm.chat([{
+			role: "system",
+			content: [{
+				type: "text",
+				text: "Write empathetic, accurate support replies that cite sources when relevant."
+			}]
+		}, {
+			role: "user",
+			content: [{
+				type: "text",
+				text: prompt
+			}]
+		}], { model: this.model })).message.content.map((part) => "text" in part ? part.text : "").join("").trim();
+		return this.buildDraft(ticket, resolution, classification, body);
+	}
+	generateTemplate(ticket, resolution, classification) {
+		const body = `${ticket.customerName ? `Hi ${ticket.customerName},` : "Hi there,"}
 
-Thanks for contacting us about "${e.subject}". ${this.renderCategoryIntro(n)}
+Thanks for contacting us about "${ticket.subject}". ${this.renderCategoryIntro(classification)}
 
-${t.answer}
+${resolution.answer}
 
-${this.renderCitations(t)}
+${this.renderCitations(resolution)}
 ${this.closing}
 
-— ContractSpec Support`;return this.buildDraft(e,t,n,r)}buildDraft(e,t,n,r){return{ticketId:e.id,subject:e.subject.startsWith(`Re:`)?e.subject:`Re: ${e.subject}`,body:r,confidence:Math.min(t.confidence,n.confidence),requiresEscalation:t.actions.some(e=>e.type===`escalate`)||!!n.escalationRequired,citations:t.citations}}renderCategoryIntro(e){switch(e.category){case`billing`:return`I understand billing issues can be stressful, so let me clarify the situation.`;case`technical`:return`I see you encountered a technical issue. Here is what happened and how to fix it.`;case`product`:return`Thanks for sharing feedback about the product. Here are the next steps.`;case`account`:return`Account access is critical, so let me walk you through the resolution.`;case`compliance`:return`Compliance questions require precision. See the policy-aligned answer below.`;default:return`Here is what we found after reviewing your request.`}}renderCitations(e){return e.citations.length?`References:\n${e.citations.map((e,t)=>`- ${e.label||`Source ${t+1}`}${e.url?` (${e.url})`:``}`).join(`
-`)}`:``}};export{e as AutoResponder};
+— 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: ${ticket.subject}`,
+			body,
+			confidence: Math.min(resolution.confidence, classification.confidence),
+			requiresEscalation: resolution.actions.some((action) => action.type === "escalate") || Boolean(classification.escalationRequired),
+			citations: resolution.citations
+		};
+	}
+	renderCategoryIntro(classification) {
+		switch (classification.category) {
+			case "billing": return "I understand billing issues can be stressful, so let me clarify the situation.";
+			case "technical": return "I see you encountered a technical issue. Here is what happened and how to fix it.";
+			case "product": return "Thanks for sharing feedback about the product. Here are the next steps.";
+			case "account": return "Account access is critical, so let me walk you through the resolution.";
+			case "compliance": return "Compliance questions require precision. See the policy-aligned answer below.";
+			default: return "Here is what we found after reviewing your request.";
+		}
+	}
+	renderCitations(resolution) {
+		if (!resolution.citations.length) return "";
+		return `References:\n${resolution.citations.map((citation, index) => {
+			return `- ${citation.label || `Source ${index + 1}`}${citation.url ? ` (${citation.url})` : ""}`;
+		}).join("\n")}`;
+	}
+};
+
+//#endregion
+export { AutoResponder };

package/dist/bot/feedback-loop.js

@@ -1,2 +1,34 @@
-var e=class{history=[];responseTimes=new Map;recordResolution(e,t){this.history.push(e),t!=null&&this.responseTimes.set(e.ticket.id,t)}metrics(){let e=this.history.length,t=this.history.filter(e=>!e.resolution.actions.some(e=>e.type===`escalate`)).length,n=e-t,r=e===0?0:this.history.reduce((e,t)=>e+t.resolution.confidence,0)/e,i=this.responseTimes.size===0?0:[...this.responseTimes.values()].reduce((e,t)=>e+t,0)/this.responseTimes.size;return{totalTickets:e,autoResolved:t,escalated:n,avgConfidence:Number(r.toFixed(2)),avgResponseTimeMs:Math.round(i)}}feedbackSummary(e=5){let t=this.history.slice(-e);return t.length?t.map(e=>{let t=e.resolution.actions.some(e=>e.type===`escalate`)?`Escalated`:`Auto-resolved`;return`${e.ticket.subject} – ${t} (confidence: ${e.resolution.confidence})`}).join(`
-`):`No feedback recorded yet.`}};export{e as SupportFeedbackLoop};
+//#region src/bot/feedback-loop.ts
+var SupportFeedbackLoop = class {
+	history = [];
+	responseTimes = /* @__PURE__ */ new Map();
+	recordResolution(payload, responseTimeMs) {
+		this.history.push(payload);
+		if (responseTimeMs != null) this.responseTimes.set(payload.ticket.id, responseTimeMs);
+	}
+	metrics() {
+		const total = this.history.length;
+		const autoResolved = this.history.filter((entry) => !entry.resolution.actions.some((action) => action.type === "escalate")).length;
+		const escalated = total - autoResolved;
+		const avgConfidence = total === 0 ? 0 : this.history.reduce((sum, entry) => sum + entry.resolution.confidence, 0) / total;
+		const avgResponseTimeMs = this.responseTimes.size === 0 ? 0 : [...this.responseTimes.values()].reduce((a, b) => a + b, 0) / this.responseTimes.size;
+		return {
+			totalTickets: total,
+			autoResolved,
+			escalated,
+			avgConfidence: Number(avgConfidence.toFixed(2)),
+			avgResponseTimeMs: Math.round(avgResponseTimeMs)
+		};
+	}
+	feedbackSummary(limit = 5) {
+		const recent = this.history.slice(-limit);
+		if (!recent.length) return "No feedback recorded yet.";
+		return recent.map((entry) => {
+			const status = entry.resolution.actions.some((action) => action.type === "escalate") ? "Escalated" : "Auto-resolved";
+			return `${entry.ticket.subject} – ${status} (confidence: ${entry.resolution.confidence})`;
+		}).join("\n");
+	}
+};
+
+//#endregion
+export { SupportFeedbackLoop };

package/dist/bot/index.js

@@ -1 +1,5 @@
-import{AutoResponder as e}from"./auto-responder.js";import{SupportFeedbackLoop as t}from"./feedback-loop.js";import{createSupportTools as n}from"./tools.js";export{e as AutoResponder,t as SupportFeedbackLoop,n as createSupportTools};
+import { AutoResponder } from "./auto-responder.js";
+import { SupportFeedbackLoop } from "./feedback-loop.js";
+import { createSupportTools } from "./tools.js";
+
+export { AutoResponder, SupportFeedbackLoop, createSupportTools };

package/dist/bot/tools.js

@@ -1 +1,136 @@
-import*as e from"zod";const t=e.object({id:e.string(),subject:e.string(),body:e.string(),channel:e.enum([`email`,`chat`,`phone`,`portal`]),customerName:e.string().optional(),customerEmail:e.string().optional(),metadata:e.object().optional()}),n=e.object({label:e.string(),url:e.string().optional(),snippet:e.string().optional(),score:e.number().optional()}),r=e.object({type:e.enum([`respond`,`escalate`,`refund`,`manual`]),label:e.string(),payload:e.record(e.string(),e.string())}),i=e.object({ticketId:e.string(),answer:e.string(),confidence:e.number(),citations:n.array(),actions:r.array(),escalationReason:e.string().optional(),knowledgeUpdates:e.array(e.string()).optional()}),a=e.object({ticketId:e.string(),category:e.enum([`billing`,`technical`,`product`,`account`,`compliance`,`other`]),priority:e.enum([`urgent`,`high`,`medium`,`low`]),sentiment:e.enum([`positive`,`neutral`,`negative`,`frustrated`]),intents:e.array(e.string()),tags:e.array(e.string()),confidence:e.number(),escalationRequired:e.boolean().optional()});function o(e){if(!e||typeof e!=`object`||!(`ticket`in e))throw Error(`Input must include ticket`);let t=e.ticket;if(!t?.id)throw Error(`Ticket is missing id`);return t}function s(e){if(!(!e||typeof e!=`object`||!(`resolution`in e)))return e.resolution}function c(e){if(!(!e||typeof e!=`object`||!(`classification`in e)))return e.classification}function l(n){return[{title:`support_classify_ticket`,description:`Classify a ticket for priority, sentiment, and category`,inputSchema:e.object({ticket:t}),execute:async e=>{let t=o(e),r=await n.classifier.classify(t);return{content:JSON.stringify(r),metadata:{ticketId:t.id}}}},{title:`support_resolve_ticket`,description:`Generate a knowledge-grounded resolution for a ticket`,inputSchema:e.object({ticket:t}),execute:async e=>{let t=o(e),r=await n.resolver.resolve(t);return{content:JSON.stringify(r),metadata:{ticketId:t.id}}}},{title:`support_draft_response`,description:`Draft a user-facing reply based on resolution + classification`,inputSchema:e.object({ticket:t,resolution:i,classification:a}),execute:async e=>{let t=o(e),r=s(e),i=c(e);if(!r||!i)throw Error(`resolution and classification are required`);let a=await n.responder.draft(t,r,i);return{content:JSON.stringify(a),metadata:{ticketId:t.id}}}}]}export{l as createSupportTools};
+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()
+});
+const 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())
+});
+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()
+});
+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()
+});
+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 void 0;
+	return input.resolution;
+}
+function extractClassification(input) {
+	if (!input || typeof input !== "object" || !("classification" in input)) return void 0;
+	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 }
+				};
+			}
+		}
+	];
+}
+
+//#endregion
+export { createSupportTools };

package/dist/index.js

@@ -1 +1,9 @@
-import{defineSupportBot as e}from"./spec.js";import{TicketResolver as t}from"./rag/ticket-resolver.js";import{TicketClassifier as n}from"./tickets/classifier.js";import{AutoResponder as r}from"./bot/auto-responder.js";import{SupportFeedbackLoop as i}from"./bot/feedback-loop.js";import{createSupportTools as a}from"./bot/tools.js";import"./bot/index.js";export{r as AutoResponder,i as SupportFeedbackLoop,n as TicketClassifier,t as TicketResolver,a as createSupportTools,e as defineSupportBot};
+import { defineSupportBot } from "./spec.js";
+import { TicketResolver } from "./rag/ticket-resolver.js";
+import { TicketClassifier } from "./tickets/classifier.js";
+import { AutoResponder } from "./bot/auto-responder.js";
+import { SupportFeedbackLoop } from "./bot/feedback-loop.js";
+import { createSupportTools } from "./bot/tools.js";
+import "./bot/index.js";
+
+export { AutoResponder, SupportFeedbackLoop, TicketClassifier, TicketResolver, createSupportTools, defineSupportBot };

package/dist/rag/index.js

@@ -1 +1,3 @@
-import{TicketResolver as e}from"./ticket-resolver.js";export{e as TicketResolver};
+import { TicketResolver } from "./ticket-resolver.js";
+
+export { TicketResolver };

package/dist/rag/ticket-resolver.js

@@ -1,3 +1,63 @@
-var e=class{knowledge;minConfidence;prependPrompt;constructor(e){this.knowledge=e.knowledge,this.minConfidence=e.minConfidence??.65,this.prependPrompt=e.prependPrompt}async resolve(e){let t=this.buildQuestion(e),n=await this.knowledge.query(t);return this.toResolution(e,n)}buildQuestion(e){let t=[`Subject: ${e.subject}`,`Channel: ${e.channel}`];return e.customerName&&t.push(`Customer: ${e.customerName}`),[this.prependPrompt,t.join(`
-`),`---`,e.body].filter(Boolean).join(`
-`)}toResolution(e,t){let n=t.references.map(e=>({label:typeof e.payload?.title==`string`?e.payload.title:typeof e.payload?.documentId==`string`?e.payload.documentId:e.id,url:typeof e.payload?.url==`string`?e.payload.url:void 0,snippet:typeof e.payload?.text==`string`?e.payload.text.slice(0,280):void 0,score:e.score})),r=this.deriveConfidence(t),i=r<this.minConfidence||n.length===0;return{ticketId:e.id,answer:t.answer,confidence:r,citations:n,actions:[i?{type:`escalate`,label:`Escalate for human review`}:{type:`respond`,label:`Send automated response`}],escalationReason:i?`Insufficient confidence or missing knowledge references`:void 0,knowledgeUpdates:i?[e.body.slice(0,200)]:void 0}}deriveConfidence(e){if(!e.references.length)return .3;let t=e.references[0]?.score??.4,n=Math.min(1,Math.max(0,t)),r=e.usage?.completionTokens?Math.min(e.usage.completionTokens/1e3,.2):0;return Number((n-r).toFixed(2))}};export{e as TicketResolver};
+//#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));
+	}
+};
+
+//#endregion
+export { TicketResolver };

package/dist/spec.js

@@ -1 +1,35 @@
-import{e}from"./ai-agent/dist/spec/spec.js";import"./ai-agent/dist/index.js";function t(t){return{...e({...t.base,policy:{...t.base.policy,confidence:{min:t.base.policy?.confidence?.min??.7,default:t.base.policy?.confidence?.default??.6},escalation:{confidenceThreshold:t.autoEscalateThreshold??t.base.policy?.escalation?.confidenceThreshold??t.base.policy?.confidence?.min??.7,...t.base.policy?.escalation}},memory:t.base.memory??{maxEntries:120,ttlMinutes:120},tools:t.tools??t.base.tools,instructions:`${t.base.instructions}\n\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`}),thresholds:{autoResolveMinConfidence:t.autoEscalateThreshold??.75,maxIterations:6}}}export{t as defineSupportBot};
+import { defineAgent } from "./ai-agent/dist/spec/spec.js";
+import "./ai-agent/dist/index.js";
+
+//#region src/spec.ts
+function defineSupportBot(definition) {
+	return {
+		...defineAgent({
+			...definition.base,
+			policy: {
+				...definition.base.policy,
+				confidence: {
+					min: definition.base.policy?.confidence?.min ?? .7,
+					default: definition.base.policy?.confidence?.default ?? .6
+				},
+				escalation: {
+					confidenceThreshold: definition.autoEscalateThreshold ?? definition.base.policy?.escalation?.confidenceThreshold ?? definition.base.policy?.confidence?.min ?? .7,
+					...definition.base.policy?.escalation
+				}
+			},
+			memory: definition.base.memory ?? {
+				maxEntries: 120,
+				ttlMinutes: 120
+			},
+			tools: definition.tools ?? definition.base.tools,
+			instructions: `${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 };

package/dist/tickets/classifier.js

@@ -1 +1,198 @@
-const e={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:[]},t={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`]},n={positive:[`love`,`great`,`awesome`,`thank you`],neutral:[`question`,`wonder`,`curious`],negative:[`unhappy`,`bad`,`terrible`,`awful`,`angry`],frustrated:[`furious`,`frustrated`,`fed up`,`ridiculous`]};var r=class{keywords;llm;llmModel;constructor(t){this.keywords={...e,...t?.keywords??{}},this.llm=t?.llm,this.llmModel=t?.llmModel}async classify(e){let t=this.heuristicClassification(e);if(!this.llm)return t;try{let n=(await this.llm.chat([{role:`system`,content:[{type:`text`,text:`Classify the support ticket.`}]},{role:`user`,content:[{type:`text`,text:JSON.stringify({subject:e.subject,body:e.body,channel:e.channel})}]}],{responseFormat:`json`,model:this.llmModel})).message.content.find(e=>`text`in e);if(n&&`text`in n){let e=JSON.parse(n.text);return{...t,...e,intents:e.intents??t.intents,tags:e.tags??t.tags}}}catch{}return t}heuristicClassification(e){let t=`${e.subject}\n${e.body}`.toLowerCase(),n=this.detectCategory(t),r=this.detectPriority(t),i=this.detectSentiment(t),a=this.extractIntents(t),o=a.slice(0,3),s=this.estimateConfidence(n,r,i);return{ticketId:e.id,category:n,priority:r,sentiment:i,intents:a,tags:o,confidence:s,escalationRequired:r===`urgent`||n===`compliance`}}detectCategory(e){for(let[t,n]of Object.entries(this.keywords))if(n.some(t=>e.includes(t)))return t;return`other`}detectPriority(e){for(let n of[`urgent`,`high`,`medium`,`low`])if(t[n].some(t=>e.includes(t)))return n;return`medium`}detectSentiment(e){for(let t of[`frustrated`,`negative`,`neutral`,`positive`])if(n[t].some(t=>e.includes(t)))return t;return`neutral`}extractIntents(e){let t=[];return(e.includes(`refund`)||e.includes(`chargeback`))&&t.push(`refund`),e.includes(`payout`)&&t.push(`payout`),e.includes(`login`)&&t.push(`login-help`),e.includes(`feature`)&&t.push(`feature-request`),(e.includes(`bug`)||e.includes(`error`))&&t.push(`bug-report`),t.length?t:[`general`]}estimateConfidence(e,t,n){let r=.6;return e!==`other`&&(r+=.1),(t===`urgent`||t===`low`)&&(r+=.05),n===`frustrated`&&(r-=.05),Math.min(.95,Math.max(.4,Number(r.toFixed(2))))}};export{r as TicketClassifier};
+//#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 };

package/dist/tickets/index.js

@@ -1 +1,3 @@
-import{TicketClassifier as e}from"./classifier.js";export{e as TicketClassifier};
+import { TicketClassifier } from "./classifier.js";
+
+export { TicketClassifier };

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@lssm/lib.support-bot",
-  "version": "0.0.0-canary-20251217063201",
+  "version": "0.0.0-canary-20251217072406",
   "type": "module",
   "main": "./dist/index.js",
   "module": "./dist/index.js",
@@ -23,12 +23,14 @@
     "test": "bun run"
   },
   "dependencies": {
-    "@lssm/lib.ai-agent": "0.0.0-canary-20251217063201",
-    "@lssm/lib.contracts": "0.0.0-canary-20251217063201"
+    "@lssm/lib.ai-agent": "0.0.0-canary-20251217072406",
+    "@lssm/lib.contracts": "0.0.0-canary-20251217072406",
+    "@lssm/lib.knowledge": "0.0.0-canary-20251217072406",
+    "@lssm/lib.schema": "0.0.0-canary-20251217072406"
   },
   "devDependencies": {
-    "@lssm/tool.tsdown": "0.0.0-canary-20251217063201",
-    "@lssm/tool.typescript": "0.0.0-canary-20251217063201",
+    "@lssm/tool.tsdown": "0.0.0-canary-20251217072406",
+    "@lssm/tool.typescript": "0.0.0-canary-20251217072406",
     "tsdown": "^0.17.4",
     "typescript": "^5.9.3"
   },