@lssm/lib.support-bot 0.0.0-canary-20251217080011 → 0.0.0-canary-20251219202229

package/LICENSE

@@ -0,0 +1,21 @@
+MIT License
+
+Copyright (c) 2025 Chaman Ventures, SASU
+
+Permission is hereby granted, free of charge, to any person obtaining a copy
+of this software and associated documentation files (the "Software"), to deal
+in the Software without restriction, including without limitation the rights
+to use, copy, modify, merge, publish, distribute, sublicense, and/or sell
+copies of the Software, and to permit persons to whom the Software is
+furnished to do so, subject to the following conditions:
+
+The above copyright notice and this permission notice shall be included in all
+copies or substantial portions of the Software.
+
+THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR
+IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY,
+FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE
+AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER
+LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM,
+OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE
+SOFTWARE.

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

@@ -15,4 +15,5 @@ const ContractSpecCallOptionsSchema = z$1.object({
 	metadata: z$1.record(z$1.string(), z$1.unknown()).optional()
 });
 
-//#endregion
+//#endregion
+//# sourceMappingURL=contract-spec-agent.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"contract-spec-agent.js","names":[],"sources":["../../../../../ai-agent/dist/agent/contract-spec-agent.js"],"sourcesContent":["import { agentKey } from \"../spec/spec.js\";\nimport { specToolsToAISDKTools } from \"../tools/tool-adapter.js\";\nimport { createKnowledgeQueryTool } from \"../tools/knowledge-tool.js\";\nimport { injectStaticKnowledge } from \"../knowledge/injector.js\";\nimport { generateSessionId } from \"../session/store.js\";\nimport { trackAgentStep } from \"../telemetry/adapter.js\";\nimport { Experimental_Agent, stepCountIs } from \"ai\";\nimport * as z$1 from \"zod\";\n\n//#region src/agent/contract-spec-agent.ts\n/**\n* Call options schema for AI SDK v6.\n* Maps ContractSpec's tenant/actor system to AI SDK callOptionsSchema.\n*/\nconst ContractSpecCallOptionsSchema = z$1.object({\n\ttenantId: z$1.string().optional(),\n\tactorId: z$1.string().optional(),\n\tsessionId: z$1.string().optional(),\n\tmetadata: z$1.record(z$1.string(), z$1.unknown()).optional()\n});\n/**\n* ContractSpec Agent implementation using AI SDK v6.\n*\n* Integrates ContractSpec's spec-first governance with AI SDK's\n* ToolLoopAgent, providing:\n* - Spec-defined tools with type-safe handlers\n* - Hybrid knowledge injection (static + dynamic RAG)\n* - Session persistence\n* - Telemetry for evolution\n* - MCP interoperability\n*/\nvar ContractSpecAgent = class ContractSpecAgent {\n\tversion = \"agent-v1\";\n\tid;\n\tspec;\n\ttools;\n\tinner;\n\tconfig;\n\tinstructions;\n\tconstructor(config, instructions, tools) {\n\t\tthis.config = config;\n\t\tthis.spec = config.spec;\n\t\tthis.id = agentKey(config.spec.meta);\n\t\tthis.tools = tools;\n\t\tthis.instructions = instructions;\n\t\tthis.inner = new Experimental_Agent({\n\t\t\tmodel: config.model,\n\t\t\tinstructions,\n\t\t\ttools,\n\t\t\tstopWhen: stepCountIs(config.spec.maxSteps ?? 10),\n\t\t\tcallOptionsSchema: ContractSpecCallOptionsSchema,\n\t\t\tonStepFinish: async (step) => {\n\t\t\t\tawait this.handleStepFinish(step);\n\t\t\t}\n\t\t});\n\t}\n\t/**\n\t* Create a ContractSpecAgent instance.\n\t* This is async because knowledge injection may need to fetch static content.\n\t*/\n\tstatic async create(config) {\n\t\tconst instructions = await injectStaticKnowledge(config.spec.instructions, config.spec.knowledge ?? [], config.knowledgeRetriever);\n\t\tconst specTools = specToolsToAISDKTools(config.spec.tools, config.toolHandlers, { agentId: agentKey(config.spec.meta) });\n\t\tconst knowledgeTool = config.knowledgeRetriever ? createKnowledgeQueryTool(config.knowledgeRetriever, config.spec.knowledge ?? []) : null;\n\t\treturn new ContractSpecAgent(config, instructions, {\n\t\t\t...specTools,\n\t\t\t...knowledgeTool ? { query_knowledge: knowledgeTool } : {},\n\t\t\t...config.additionalTools ?? {}\n\t\t});\n\t}\n\t/**\n\t* Generate a response (non-streaming).\n\t*/\n\tasync generate(params) {\n\t\tconst sessionId = params.options?.sessionId ?? generateSessionId();\n\t\tif (this.config.sessionStore) {\n\t\t\tif (!await this.config.sessionStore.get(sessionId)) await this.config.sessionStore.create({\n\t\t\t\tsessionId,\n\t\t\t\tagentId: this.id,\n\t\t\t\ttenantId: params.options?.tenantId,\n\t\t\t\tactorId: params.options?.actorId,\n\t\t\t\tstatus: \"running\",\n\t\t\t\tmessages: [],\n\t\t\t\tsteps: [],\n\t\t\t\tmetadata: params.options?.metadata\n\t\t\t});\n\t\t}\n\t\tconst prompt = params.systemOverride ? `${this.instructions}\\n\\n${params.systemOverride}\\n\\n${params.prompt}` : params.prompt;\n\t\tconst result = await this.inner.generate({\n\t\t\tprompt,\n\t\t\tabortSignal: params.signal,\n\t\t\toptions: {\n\t\t\t\ttenantId: params.options?.tenantId,\n\t\t\t\tactorId: params.options?.actorId,\n\t\t\t\tsessionId,\n\t\t\t\tmetadata: params.options?.metadata\n\t\t\t}\n\t\t});\n\t\tif (this.config.sessionStore) await this.config.sessionStore.update(sessionId, { status: \"completed\" });\n\t\treturn {\n\t\t\ttext: result.text,\n\t\t\tsteps: result.steps,\n\t\t\ttoolCalls: result.toolCalls.map((tc) => ({\n\t\t\t\ttype: \"tool-call\",\n\t\t\t\ttoolCallId: tc.toolCallId,\n\t\t\t\ttoolName: tc.toolName,\n\t\t\t\targs: \"args\" in tc ? tc.args : \"input\" in tc ? tc.input : void 0\n\t\t\t})),\n\t\t\ttoolResults: result.toolResults.map((tr) => ({\n\t\t\t\ttype: \"tool-result\",\n\t\t\t\ttoolCallId: tr.toolCallId,\n\t\t\t\ttoolName: tr.toolName,\n\t\t\t\toutput: tr.output\n\t\t\t})),\n\t\t\tfinishReason: result.finishReason,\n\t\t\tusage: result.usage\n\t\t};\n\t}\n\t/**\n\t* Stream a response with real-time updates.\n\t*/\n\tasync stream(params) {\n\t\tconst sessionId = params.options?.sessionId ?? generateSessionId();\n\t\tconst prompt = params.systemOverride ? `${this.instructions}\\n\\n${params.systemOverride}\\n\\n${params.prompt}` : params.prompt;\n\t\treturn this.inner.stream({\n\t\t\tprompt,\n\t\t\tabortSignal: params.signal,\n\t\t\toptions: {\n\t\t\t\ttenantId: params.options?.tenantId,\n\t\t\t\tactorId: params.options?.actorId,\n\t\t\t\tsessionId,\n\t\t\t\tmetadata: params.options?.metadata\n\t\t\t}\n\t\t});\n\t}\n\t/**\n\t* Handle step completion for persistence and telemetry.\n\t*/\n\tasync handleStepFinish(step) {\n\t\tconst sessionId = step.options?.sessionId;\n\t\tif (sessionId && this.config.sessionStore) await this.config.sessionStore.appendStep(sessionId, step);\n\t\tif (this.config.telemetryCollector) await trackAgentStep(this.config.telemetryCollector, this.id, step);\n\t}\n};\n\n//#endregion\nexport { ContractSpecAgent };\n//# sourceMappingURL=contract-spec-agent.js.map"],"mappings":";;;;;;;;;;AAcA,MAAM,gCAAgC,IAAI,OAAO;CAChD,UAAU,IAAI,QAAQ,CAAC,UAAU;CACjC,SAAS,IAAI,QAAQ,CAAC,UAAU;CAChC,WAAW,IAAI,QAAQ,CAAC,UAAU;CAClC,UAAU,IAAI,OAAO,IAAI,QAAQ,EAAE,IAAI,SAAS,CAAC,CAAC,UAAU;CAC5D,CAAC"}

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

@@ -20,4 +20,5 @@ function defineAgent(spec) {
 }
 
 //#endregion
-export { defineAgent };
+export { defineAgent };
+//# sourceMappingURL=spec.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"spec.js","names":[],"sources":["../../../../../ai-agent/dist/spec/spec.js"],"sourcesContent":["//#region src/spec/spec.ts\n/**\n* Define and validate an agent specification.\n*\n* @param spec - The agent specification\n* @returns The frozen, validated specification\n* @throws Error if the specification is invalid\n*/\nfunction defineAgent(spec) {\n\tif (!spec.meta?.name) throw new Error(\"Agent name is required\");\n\tif (!Number.isFinite(spec.meta.version)) throw new Error(`Agent ${spec.meta.name} is missing a numeric version`);\n\tif (!spec.instructions?.trim()) throw new Error(`Agent ${spec.meta.name} requires instructions`);\n\tif (!spec.tools?.length) throw new Error(`Agent ${spec.meta.name} must expose at least one tool`);\n\tconst toolNames = /* @__PURE__ */ new Set();\n\tfor (const tool of spec.tools) {\n\t\tif (toolNames.has(tool.name)) throw new Error(`Agent ${spec.meta.name} has duplicate tool name: ${tool.name}`);\n\t\ttoolNames.add(tool.name);\n\t}\n\treturn Object.freeze(spec);\n}\n/**\n* Generate a unique key for an agent spec.\n*/\nfunction agentKey(meta) {\n\treturn `${meta.name}.v${meta.version}`;\n}\n\n//#endregion\nexport { agentKey, defineAgent };\n//# sourceMappingURL=spec.js.map"],"mappings":";;;;;;;;AAQA,SAAS,YAAY,MAAM;AAC1B,KAAI,CAAC,KAAK,MAAM,KAAM,OAAM,IAAI,MAAM,yBAAyB;AAC/D,KAAI,CAAC,OAAO,SAAS,KAAK,KAAK,QAAQ,CAAE,OAAM,IAAI,MAAM,SAAS,KAAK,KAAK,KAAK,+BAA+B;AAChH,KAAI,CAAC,KAAK,cAAc,MAAM,CAAE,OAAM,IAAI,MAAM,SAAS,KAAK,KAAK,KAAK,wBAAwB;AAChG,KAAI,CAAC,KAAK,OAAO,OAAQ,OAAM,IAAI,MAAM,SAAS,KAAK,KAAK,KAAK,gCAAgC;CACjG,MAAM,4BAA4B,IAAI,KAAK;AAC3C,MAAK,MAAM,QAAQ,KAAK,OAAO;AAC9B,MAAI,UAAU,IAAI,KAAK,KAAK,CAAE,OAAM,IAAI,MAAM,SAAS,KAAK,KAAK,KAAK,4BAA4B,KAAK,OAAO;AAC9G,YAAU,IAAI,KAAK,KAAK;;AAEzB,QAAO,OAAO,OAAO,KAAK"}

package/dist/bot/auto-responder.d.ts

@@ -22,4 +22,5 @@ declare class AutoResponder {
   private renderCitations;
 }
 //#endregion
-export { AutoResponder, AutoResponderOptions };
+export { AutoResponder, AutoResponderOptions };
+//# sourceMappingURL=auto-responder.d.ts.map

package/dist/bot/auto-responder.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"auto-responder.d.ts","names":[],"sources":["../../src/bot/auto-responder.ts"],"sourcesContent":[],"mappings":";;;;UAQiB,oBAAA;QACT;EADS,KAAA,CAAA,EAAA,MAAA;EAOJ,IAAA,CAAA,EAAA,UAAa,GAAA,QAAA;EAMF,OAAA,CAAA,EAAA,MAAA;;AAaR,cAnBH,aAAA,CAmBG;EACI,iBAAA,GAAA;EACP,iBAAA,KAAA;EAAR,iBAAA,IAAA;EAAO,iBAAA,OAAA;wBAfY;gBAYZ,2BACI,mCACI,uBACf,QAAQ"}

package/dist/bot/auto-responder.js

@@ -80,4 +80,5 @@ ${this.closing}
 };
 
 //#endregion
-export { AutoResponder };
+export { AutoResponder };
+//# sourceMappingURL=auto-responder.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"auto-responder.js","names":[],"sources":["../../src/bot/auto-responder.ts"],"sourcesContent":["import type { LLMProvider } from '@lssm/lib.contracts/integrations/providers/llm';\nimport type {\n  SupportResponseDraft,\n  SupportResolution,\n  SupportTicket,\n  TicketClassification,\n} from '../types';\n\nexport interface AutoResponderOptions {\n  llm?: LLMProvider;\n  model?: string;\n  tone?: 'friendly' | 'formal';\n  closing?: string;\n}\n\nexport class AutoResponder {\n  private readonly llm?: LLMProvider;\n  private readonly model?: string;\n  private readonly tone: 'friendly' | 'formal';\n  private readonly closing: string;\n\n  constructor(options?: AutoResponderOptions) {\n    this.llm = options?.llm;\n    this.model = options?.model;\n    this.tone = options?.tone ?? 'friendly';\n    this.closing =\n      options?.closing ??\n      (this.tone === 'friendly'\n        ? 'We remain available if you need anything else.'\n        : 'Please let us know if you require additional assistance.');\n  }\n\n  async draft(\n    ticket: SupportTicket,\n    resolution: SupportResolution,\n    classification: TicketClassification\n  ): Promise<SupportResponseDraft> {\n    if (this.llm) {\n      return this.generateWithLLM(ticket, resolution, classification);\n    }\n    return this.generateTemplate(ticket, resolution, classification);\n  }\n\n  private async generateWithLLM(\n    ticket: SupportTicket,\n    resolution: SupportResolution,\n    classification: TicketClassification\n  ): Promise<SupportResponseDraft> {\n    const prompt = `You are a ${this.tone} support agent. Draft an email response.\nTicket Subject: ${ticket.subject}\nTicket Body: ${ticket.body}\nDetected Category: ${classification.category}\nDetected Priority: ${classification.priority}\nResolution:\n${resolution.answer}\nCitations: ${resolution.citations.map((c) => c.label).join(', ')}`;\n\n    // eslint-disable-next-line @typescript-eslint/no-non-null-assertion\n    const response = await this.llm!.chat(\n      [\n        {\n          role: 'system',\n          content: [\n            {\n              type: 'text',\n              text: 'Write empathetic, accurate support replies that cite sources when relevant.',\n            },\n          ],\n        },\n        {\n          role: 'user',\n          content: [{ type: 'text', text: prompt }],\n        },\n      ],\n      { model: this.model }\n    );\n\n    const body = response.message.content\n      .map((part) => ('text' in part ? part.text : ''))\n      .join('')\n      .trim();\n\n    return this.buildDraft(ticket, resolution, classification, body);\n  }\n\n  private generateTemplate(\n    ticket: SupportTicket,\n    resolution: SupportResolution,\n    classification: TicketClassification\n  ): SupportResponseDraft {\n    const greeting = ticket.customerName\n      ? `Hi ${ticket.customerName},`\n      : 'Hi there,';\n    const body = `${greeting}\n\nThanks for contacting us about \"${ticket.subject}\". ${this.renderCategoryIntro(\n      classification\n    )}\n\n${resolution.answer}\n\n${this.renderCitations(resolution)}\n${this.closing}\n\n— ContractSpec Support`;\n\n    return this.buildDraft(ticket, resolution, classification, body);\n  }\n\n  private buildDraft(\n    ticket: SupportTicket,\n    resolution: SupportResolution,\n    classification: TicketClassification,\n    body: string\n  ): SupportResponseDraft {\n    return {\n      ticketId: ticket.id,\n      subject: ticket.subject.startsWith('Re:')\n        ? ticket.subject\n        : `Re: ${ticket.subject}`,\n      body,\n      confidence: Math.min(resolution.confidence, classification.confidence),\n      requiresEscalation:\n        resolution.actions.some((action) => action.type === 'escalate') ||\n        Boolean(classification.escalationRequired),\n      citations: resolution.citations,\n    };\n  }\n\n  private renderCategoryIntro(classification: TicketClassification) {\n    switch (classification.category) {\n      case 'billing':\n        return 'I understand billing issues can be stressful, so let me clarify the situation.';\n      case 'technical':\n        return 'I see you encountered a technical issue. Here is what happened and how to fix it.';\n      case 'product':\n        return 'Thanks for sharing feedback about the product. Here are the next steps.';\n      case 'account':\n        return 'Account access is critical, so let me walk you through the resolution.';\n      case 'compliance':\n        return 'Compliance questions require precision. See the policy-aligned answer below.';\n      default:\n        return 'Here is what we found after reviewing your request.';\n    }\n  }\n\n  private renderCitations(resolution: SupportResolution) {\n    if (!resolution.citations.length) return '';\n    const lines = resolution.citations.map((citation, index) => {\n      const label = citation.label || `Source ${index + 1}`;\n      const link = citation.url ? ` (${citation.url})` : '';\n      return `- ${label}${link}`;\n    });\n    return `References:\\n${lines.join('\\n')}`;\n  }\n}\n"],"mappings":";AAeA,IAAa,gBAAb,MAA2B;CACzB,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CAEjB,YAAY,SAAgC;AAC1C,OAAK,MAAM,SAAS;AACpB,OAAK,QAAQ,SAAS;AACtB,OAAK,OAAO,SAAS,QAAQ;AAC7B,OAAK,UACH,SAAS,YACR,KAAK,SAAS,aACX,mDACA;;CAGR,MAAM,MACJ,QACA,YACA,gBAC+B;AAC/B,MAAI,KAAK,IACP,QAAO,KAAK,gBAAgB,QAAQ,YAAY,eAAe;AAEjE,SAAO,KAAK,iBAAiB,QAAQ,YAAY,eAAe;;CAGlE,MAAc,gBACZ,QACA,YACA,gBAC+B;EAC/B,MAAM,SAAS,aAAa,KAAK,KAAK;kBACxB,OAAO,QAAQ;eAClB,OAAO,KAAK;qBACN,eAAe,SAAS;qBACxB,eAAe,SAAS;;EAE3C,WAAW,OAAO;aACP,WAAW,UAAU,KAAK,MAAM,EAAE,MAAM,CAAC,KAAK,KAAK;EAsB5D,MAAM,QAnBW,MAAM,KAAK,IAAK,KAC/B,CACE;GACE,MAAM;GACN,SAAS,CACP;IACE,MAAM;IACN,MAAM;IACP,CACF;GACF,EACD;GACE,MAAM;GACN,SAAS,CAAC;IAAE,MAAM;IAAQ,MAAM;IAAQ,CAAC;GAC1C,CACF,EACD,EAAE,OAAO,KAAK,OAAO,CACtB,EAEqB,QAAQ,QAC3B,KAAK,SAAU,UAAU,OAAO,KAAK,OAAO,GAAI,CAChD,KAAK,GAAG,CACR,MAAM;AAET,SAAO,KAAK,WAAW,QAAQ,YAAY,gBAAgB,KAAK;;CAGlE,AAAQ,iBACN,QACA,YACA,gBACsB;EAItB,MAAM,OAAO,GAHI,OAAO,eACpB,MAAM,OAAO,aAAa,KAC1B,YACqB;;kCAEK,OAAO,QAAQ,KAAK,KAAK,oBACrD,eACD,CAAC;;EAEJ,WAAW,OAAO;;EAElB,KAAK,gBAAgB,WAAW,CAAC;EACjC,KAAK,QAAQ;;;AAIX,SAAO,KAAK,WAAW,QAAQ,YAAY,gBAAgB,KAAK;;CAGlE,AAAQ,WACN,QACA,YACA,gBACA,MACsB;AACtB,SAAO;GACL,UAAU,OAAO;GACjB,SAAS,OAAO,QAAQ,WAAW,MAAM,GACrC,OAAO,UACP,OAAO,OAAO;GAClB;GACA,YAAY,KAAK,IAAI,WAAW,YAAY,eAAe,WAAW;GACtE,oBACE,WAAW,QAAQ,MAAM,WAAW,OAAO,SAAS,WAAW,IAC/D,QAAQ,eAAe,mBAAmB;GAC5C,WAAW,WAAW;GACvB;;CAGH,AAAQ,oBAAoB,gBAAsC;AAChE,UAAQ,eAAe,UAAvB;GACE,KAAK,UACH,QAAO;GACT,KAAK,YACH,QAAO;GACT,KAAK,UACH,QAAO;GACT,KAAK,UACH,QAAO;GACT,KAAK,aACH,QAAO;GACT,QACE,QAAO;;;CAIb,AAAQ,gBAAgB,YAA+B;AACrD,MAAI,CAAC,WAAW,UAAU,OAAQ,QAAO;AAMzC,SAAO,gBALO,WAAW,UAAU,KAAK,UAAU,UAAU;AAG1D,UAAO,KAFO,SAAS,SAAS,UAAU,QAAQ,MACrC,SAAS,MAAM,KAAK,SAAS,IAAI,KAAK;IAEnD,CAC2B,KAAK,KAAK"}

package/dist/bot/feedback-loop.d.ts

@@ -16,4 +16,5 @@ declare class SupportFeedbackLoop {
   feedbackSummary(limit?: number): string;
 }
 //#endregion
-export { FeedbackMetrics, SupportFeedbackLoop };
+export { FeedbackMetrics, SupportFeedbackLoop };
+//# sourceMappingURL=feedback-loop.d.ts.map

package/dist/bot/feedback-loop.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"feedback-loop.d.ts","names":[],"sources":["../../src/bot/feedback-loop.ts"],"sourcesContent":[],"mappings":";;;UAEiB,eAAA;;EAAA,YAAA,EAAA,MAAe;EAQnB,SAAA,EAAA,MAAA;;;;cAAA,mBAAA;;;4BAIe;aAOf"}

package/dist/bot/feedback-loop.js

@@ -31,4 +31,5 @@ var SupportFeedbackLoop = class {
 };
 
 //#endregion
-export { SupportFeedbackLoop };
+export { SupportFeedbackLoop };
+//# sourceMappingURL=feedback-loop.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"feedback-loop.js","names":[],"sources":["../../src/bot/feedback-loop.ts"],"sourcesContent":["import type { ResolutionResultPayload } from '../types';\n\nexport interface FeedbackMetrics {\n  totalTickets: number;\n  autoResolved: number;\n  escalated: number;\n  avgConfidence: number;\n  avgResponseTimeMs: number;\n}\n\nexport class SupportFeedbackLoop {\n  private readonly history: ResolutionResultPayload[] = [];\n  private readonly responseTimes = new Map<string, number>();\n\n  recordResolution(payload: ResolutionResultPayload, responseTimeMs?: number) {\n    this.history.push(payload);\n    if (responseTimeMs != null) {\n      this.responseTimes.set(payload.ticket.id, responseTimeMs);\n    }\n  }\n\n  metrics(): FeedbackMetrics {\n    const total = this.history.length;\n    const autoResolved = this.history.filter(\n      (entry) =>\n        !entry.resolution.actions.some((action) => action.type === 'escalate')\n    ).length;\n    const escalated = total - autoResolved;\n    const avgConfidence =\n      total === 0\n        ? 0\n        : this.history.reduce(\n            (sum, entry) => sum + entry.resolution.confidence,\n            0\n          ) / total;\n    const avgResponseTimeMs =\n      this.responseTimes.size === 0\n        ? 0\n        : [...this.responseTimes.values()].reduce((a, b) => a + b, 0) /\n          this.responseTimes.size;\n\n    return {\n      totalTickets: total,\n      autoResolved,\n      escalated,\n      avgConfidence: Number(avgConfidence.toFixed(2)),\n      avgResponseTimeMs: Math.round(avgResponseTimeMs),\n    };\n  }\n\n  feedbackSummary(limit = 5): string {\n    const recent = this.history.slice(-limit);\n    if (!recent.length) return 'No feedback recorded yet.';\n    return recent\n      .map((entry) => {\n        const status = entry.resolution.actions.some(\n          (action) => action.type === 'escalate'\n        )\n          ? 'Escalated'\n          : 'Auto-resolved';\n        return `${entry.ticket.subject} – ${status} (confidence: ${entry.resolution.confidence})`;\n      })\n      .join('\\n');\n  }\n}\n"],"mappings":";AAUA,IAAa,sBAAb,MAAiC;CAC/B,AAAiB,UAAqC,EAAE;CACxD,AAAiB,gCAAgB,IAAI,KAAqB;CAE1D,iBAAiB,SAAkC,gBAAyB;AAC1E,OAAK,QAAQ,KAAK,QAAQ;AAC1B,MAAI,kBAAkB,KACpB,MAAK,cAAc,IAAI,QAAQ,OAAO,IAAI,eAAe;;CAI7D,UAA2B;EACzB,MAAM,QAAQ,KAAK,QAAQ;EAC3B,MAAM,eAAe,KAAK,QAAQ,QAC/B,UACC,CAAC,MAAM,WAAW,QAAQ,MAAM,WAAW,OAAO,SAAS,WAAW,CACzE,CAAC;EACF,MAAM,YAAY,QAAQ;EAC1B,MAAM,gBACJ,UAAU,IACN,IACA,KAAK,QAAQ,QACV,KAAK,UAAU,MAAM,MAAM,WAAW,YACvC,EACD,GAAG;EACV,MAAM,oBACJ,KAAK,cAAc,SAAS,IACxB,IACA,CAAC,GAAG,KAAK,cAAc,QAAQ,CAAC,CAAC,QAAQ,GAAG,MAAM,IAAI,GAAG,EAAE,GAC3D,KAAK,cAAc;AAEzB,SAAO;GACL,cAAc;GACd;GACA;GACA,eAAe,OAAO,cAAc,QAAQ,EAAE,CAAC;GAC/C,mBAAmB,KAAK,MAAM,kBAAkB;GACjD;;CAGH,gBAAgB,QAAQ,GAAW;EACjC,MAAM,SAAS,KAAK,QAAQ,MAAM,CAAC,MAAM;AACzC,MAAI,CAAC,OAAO,OAAQ,QAAO;AAC3B,SAAO,OACJ,KAAK,UAAU;GACd,MAAM,SAAS,MAAM,WAAW,QAAQ,MACrC,WAAW,OAAO,SAAS,WAC7B,GACG,cACA;AACJ,UAAO,GAAG,MAAM,OAAO,QAAQ,KAAK,OAAO,gBAAgB,MAAM,WAAW,WAAW;IACvF,CACD,KAAK,KAAK"}

package/dist/bot/tools.d.ts

@@ -11,4 +11,5 @@ interface SupportToolsetOptions {
 }
 declare function createSupportTools(options: SupportToolsetOptions): Tool[];
 //#endregion
-export { SupportToolsetOptions, createSupportTools };
+export { SupportToolsetOptions, createSupportTools };
+//# sourceMappingURL=tools.d.ts.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"tools.d.ts","names":[],"sources":["../../src/bot/tools.ts"],"sourcesContent":[],"mappings":";;;;;;UAgGiB,qBAAA;YACL;EADK,UAAA,EAEH,gBAFwB;EAC1B,SAAA,EAEC,aAFD;;AAEC,iBAGG,kBAAA,CAHH,OAAA,EAG+B,qBAH/B,CAAA,EAGuD,IAHvD,EAAA"}

package/dist/bot/tools.js

@@ -133,4 +133,5 @@ function createSupportTools(options) {
 }
 
 //#endregion
-export { createSupportTools };
+export { createSupportTools };
+//# sourceMappingURL=tools.js.map

package/dist/bot/tools.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"tools.js","names":[],"sources":["../../src/bot/tools.ts"],"sourcesContent":["import type { TicketResolver } from '../rag/ticket-resolver';\nimport type { TicketClassifier } from '../tickets/classifier';\nimport type { AutoResponder } from './auto-responder';\nimport type {\n  SupportAction,\n  SupportCitation,\n  SupportResolution,\n  SupportTicket,\n  TicketCategory,\n  TicketClassification,\n  TicketPriority,\n  TicketSentiment,\n} from '../types';\nimport type { Tool } from '@ai-sdk/provider-utils';\nimport * as z from 'zod';\n\nconst ticketSchema = z.object({\n  id: z.string(),\n  subject: z.string(),\n  body: z.string(),\n  channel: z.enum(['email', 'chat', 'phone', 'portal']),\n  customerName: z.string().optional(),\n  customerEmail: z.string().optional(),\n  metadata: z.object().optional(),\n}) satisfies z.ZodType<SupportTicket>;\nconst supportCitationSchema = z.object({\n  label: z.string(),\n  url: z.string().optional(),\n  snippet: z.string().optional(),\n  score: z.number().optional(),\n}) satisfies z.ZodType<SupportCitation>;\nconst supportActionSchema = z.object({\n  type: z.enum(['respond', 'escalate', 'refund', 'manual']),\n  label: z.string(),\n  payload: z.record(z.string(), z.string()),\n}) satisfies z.ZodType<SupportAction>;\nconst supportResolutionSchema = z.object({\n  ticketId: z.string(),\n  answer: z.string(),\n  confidence: z.number(),\n  citations: supportCitationSchema.array(),\n  actions: supportActionSchema.array(),\n  escalationReason: z.string().optional(),\n  knowledgeUpdates: z.array(z.string()).optional(),\n}) satisfies z.ZodType<SupportResolution>;\nconst ticketClassificationSchema = z.object({\n  ticketId: z.string(),\n  category: z.enum([\n    'billing',\n    'technical',\n    'product',\n    'account',\n    'compliance',\n    'other',\n  ]) satisfies z.ZodType<TicketCategory>,\n  priority: z.enum([\n    'urgent',\n    'high',\n    'medium',\n    'low',\n  ]) satisfies z.ZodType<TicketPriority>,\n  sentiment: z.enum([\n    'positive',\n    'neutral',\n    'negative',\n    'frustrated',\n  ]) satisfies z.ZodType<TicketSentiment>,\n  intents: z.array(z.string()),\n  tags: z.array(z.string()),\n  confidence: z.number(),\n  escalationRequired: z.boolean().optional(),\n}) satisfies z.ZodType<TicketClassification>;\n\nfunction ensureTicket(input: unknown): SupportTicket {\n  if (!input || typeof input !== 'object' || !('ticket' in input)) {\n    throw new Error('Input must include ticket');\n  }\n  const ticket = (input as { ticket: SupportTicket }).ticket;\n  if (!ticket?.id) throw new Error('Ticket is missing id');\n  return ticket;\n}\n\nfunction extractResolution(input: unknown): SupportResolution | undefined {\n  if (!input || typeof input !== 'object' || !('resolution' in input))\n    return undefined;\n  return (input as { resolution?: SupportResolution }).resolution;\n}\n\nfunction extractClassification(\n  input: unknown\n): TicketClassification | undefined {\n  if (!input || typeof input !== 'object' || !('classification' in input))\n    return undefined;\n  return (input as { classification?: TicketClassification }).classification;\n}\n\nexport interface SupportToolsetOptions {\n  resolver: TicketResolver;\n  classifier: TicketClassifier;\n  responder: AutoResponder;\n}\n\nexport function createSupportTools(options: SupportToolsetOptions): Tool[] {\n  const classifyTool: Tool = {\n    title: 'support_classify_ticket',\n    description: 'Classify a ticket for priority, sentiment, and category',\n    inputSchema: z.object({ ticket: ticketSchema }),\n    execute: async (input: unknown) => {\n      const ticket = ensureTicket(input);\n      const classification = await options.classifier.classify(ticket);\n      return {\n        content: JSON.stringify(classification),\n        metadata: { ticketId: ticket.id },\n      };\n    },\n  };\n\n  const resolveTool: Tool = {\n    title: 'support_resolve_ticket',\n    description: 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classification are required');\n      }\n      const draft = await options.responder.draft(\n        ticket,\n        resolution,\n        classification\n      );\n      return {\n        content: JSON.stringify(draft),\n        metadata: { ticketId: ticket.id },\n      };\n    },\n  };\n\n  return [classifyTool, resolveTool, 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package/dist/rag/ticket-resolver.d.ts

@@ -21,4 +21,5 @@ declare class TicketResolver {
   private deriveConfidence;
 }
 //#endregion
-export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };
+export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };
+//# sourceMappingURL=ticket-resolver.d.ts.map

package/dist/rag/ticket-resolver.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"ticket-resolver.d.ts","names":[],"sources":["../../src/rag/ticket-resolver.ts"],"sourcesContent":[],"mappings":";;;;UAGiB,kBAAA;2BACU,QAAQ;AADnC;AAIiB,UAAA,qBAAA,CAAqB;EAMzB,SAAA,EALA,kBAKc;EAKJ,aAAA,CAAA,EAAA,MAAA;EAMC,aAAA,CAAA,EAAA,MAAA;;AAAgB,cAX3B,cAAA,CAW2B;EAAO,iBAAA,SAAA;;;uBANxB;kBAMC,gBAAgB,QAAQ"}

package/dist/rag/ticket-resolver.js

@@ -60,4 +60,5 @@ var TicketResolver = class {
 };
 
 //#endregion
-export { TicketResolver };
+export { TicketResolver };
+//# sourceMappingURL=ticket-resolver.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"ticket-resolver.js","names":[],"sources":["../../src/rag/ticket-resolver.ts"],"sourcesContent":["import type { KnowledgeAnswer } from '@lssm/lib.knowledge/query/service';\nimport type { SupportResolution, SupportTicket } from '../types';\n\nexport interface KnowledgeRetriever {\n  query(question: string): Promise<KnowledgeAnswer>;\n}\n\nexport interface TicketResolverOptions {\n  knowledge: KnowledgeRetriever;\n  minConfidence?: number;\n  prependPrompt?: string;\n}\n\nexport class TicketResolver {\n  private readonly knowledge: KnowledgeRetriever;\n  private readonly minConfidence: number;\n  private readonly prependPrompt?: string;\n\n  constructor(options: TicketResolverOptions) {\n    this.knowledge = options.knowledge;\n    this.minConfidence = options.minConfidence ?? 0.65;\n    this.prependPrompt = options.prependPrompt;\n  }\n\n  async resolve(ticket: SupportTicket): Promise<SupportResolution> {\n    const question = this.buildQuestion(ticket);\n    const answer = await this.knowledge.query(question);\n    return this.toResolution(ticket, answer);\n  }\n\n  private buildQuestion(ticket: SupportTicket): string {\n    const header = [`Subject: ${ticket.subject}`, `Channel: ${ticket.channel}`];\n    if (ticket.customerName) header.push(`Customer: ${ticket.customerName}`);\n    const sections = [\n      this.prependPrompt,\n      header.join('\\n'),\n      '---',\n      ticket.body,\n    ].filter(Boolean);\n    return sections.join('\\n');\n  }\n\n  private toResolution(\n    ticket: SupportTicket,\n    answer: KnowledgeAnswer\n  ): SupportResolution {\n    const citations = answer.references.map((ref) => {\n      const label =\n        typeof ref.payload?.title === 'string'\n          ? ref.payload.title\n          : typeof ref.payload?.documentId === 'string'\n            ? ref.payload.documentId\n            : ref.id;\n      return {\n        label,\n        url: typeof ref.payload?.url === 'string' ? ref.payload.url : undefined,\n        snippet:\n          typeof ref.payload?.text === 'string'\n            ? ref.payload.text.slice(0, 280)\n            : undefined,\n        score: ref.score,\n      };\n    });\n\n    const confidence = this.deriveConfidence(answer);\n    const escalate = confidence < this.minConfidence || citations.length === 0;\n\n    return {\n      ticketId: ticket.id,\n      answer: answer.answer,\n      confidence,\n      citations,\n      actions: [\n        escalate\n          ? { type: 'escalate', label: 'Escalate for human review' }\n          : { type: 'respond', label: 'Send automated response' },\n      ],\n      escalationReason: escalate\n        ? 'Insufficient confidence or missing knowledge references'\n        : undefined,\n      knowledgeUpdates: escalate ? [ticket.body.slice(0, 200)] : undefined,\n    };\n  }\n\n  private deriveConfidence(answer: KnowledgeAnswer): number {\n    if (!answer.references.length) return 0.3;\n    const topScore = answer.references[0]?.score ?? 0.4;\n    const normalized = Math.min(1, Math.max(0, topScore));\n    const tokenPenalty = answer.usage?.completionTokens\n      ? Math.min(answer.usage.completionTokens / 1000, 0.2)\n      : 0;\n    return Number((normalized - tokenPenalty).toFixed(2));\n  }\n}\n"],"mappings":";AAaA,IAAa,iBAAb,MAA4B;CAC1B,AAAiB;CACjB,AAAiB;CACjB,AAAiB;CAEjB,YAAY,SAAgC;AAC1C,OAAK,YAAY,QAAQ;AACzB,OAAK,gBAAgB,QAAQ,iBAAiB;AAC9C,OAAK,gBAAgB,QAAQ;;CAG/B,MAAM,QAAQ,QAAmD;EAC/D,MAAM,WAAW,KAAK,cAAc,OAAO;EAC3C,MAAM,SAAS,MAAM,KAAK,UAAU,MAAM,SAAS;AACnD,SAAO,KAAK,aAAa,QAAQ,OAAO;;CAG1C,AAAQ,cAAc,QAA+B;EACnD,MAAM,SAAS,CAAC,YAAY,OAAO,WAAW,YAAY,OAAO,UAAU;AAC3E,MAAI,OAAO,aAAc,QAAO,KAAK,aAAa,OAAO,eAAe;AAOxE,SANiB;GACf,KAAK;GACL,OAAO,KAAK,KAAK;GACjB;GACA,OAAO;GACR,CAAC,OAAO,QAAQ,CACD,KAAK,KAAK;;CAG5B,AAAQ,aACN,QACA,QACmB;EACnB,MAAM,YAAY,OAAO,WAAW,KAAK,QAAQ;AAO/C,UAAO;IACL,OANA,OAAO,IAAI,SAAS,UAAU,WAC1B,IAAI,QAAQ,QACZ,OAAO,IAAI,SAAS,eAAe,WACjC,IAAI,QAAQ,aACZ,IAAI;IAGV,KAAK,OAAO,IAAI,SAAS,QAAQ,WAAW,IAAI,QAAQ,MAAM;IAC9D,SACE,OAAO,IAAI,SAAS,SAAS,WACzB,IAAI,QAAQ,KAAK,MAAM,GAAG,IAAI,GAC9B;IACN,OAAO,IAAI;IACZ;IACD;EAEF,MAAM,aAAa,KAAK,iBAAiB,OAAO;EAChD,MAAM,WAAW,aAAa,KAAK,iBAAiB,UAAU,WAAW;AAEzE,SAAO;GACL,UAAU,OAAO;GACjB,QAAQ,OAAO;GACf;GACA;GACA,SAAS,CACP,WACI;IAAE,MAAM;IAAY,OAAO;IAA6B,GACxD;IAAE,MAAM;IAAW,OAAO;IAA2B,CAC1D;GACD,kBAAkB,WACd,4DACA;GACJ,kBAAkB,WAAW,CAAC,OAAO,KAAK,MAAM,GAAG,IAAI,CAAC,GAAG;GAC5D;;CAGH,AAAQ,iBAAiB,QAAiC;AACxD,MAAI,CAAC,OAAO,WAAW,OAAQ,QAAO;EACtC,MAAM,WAAW,OAAO,WAAW,IAAI,SAAS;EAChD,MAAM,aAAa,KAAK,IAAI,GAAG,KAAK,IAAI,GAAG,SAAS,CAAC;EACrD,MAAM,eAAe,OAAO,OAAO,mBAC/B,KAAK,IAAI,OAAO,MAAM,mBAAmB,KAAM,GAAI,GACnD;AACJ,SAAO,QAAQ,aAAa,cAAc,QAAQ,EAAE,CAAC"}

package/dist/spec.d.ts

@@ -9,4 +9,5 @@ interface SupportBotDefinition {
 }
 declare function defineSupportBot(definition: SupportBotDefinition): SupportBotSpec;
 //#endregion
-export { SupportBotDefinition, defineSupportBot };
+export { SupportBotDefinition, defineSupportBot };
+//# sourceMappingURL=spec.d.ts.map

package/dist/spec.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"spec.d.ts","names":[],"sources":["../src/spec.ts"],"sourcesContent":[],"mappings":";;;;UAIiB,oBAAA;QACT;EADS,KAAA,CAAA,EAEP,eAF2B,EAAA;EAMrB,qBAAgB,CAAA,EAAA,MAClB;;iBADE,gBAAA,aACF,uBACX"}

package/dist/spec.js

@@ -32,4 +32,5 @@ function defineSupportBot(definition) {
 }
 
 //#endregion
-export { defineSupportBot };
+export { defineSupportBot };
+//# sourceMappingURL=spec.js.map

package/dist/spec.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"spec.js","names":[],"sources":["../src/spec.ts"],"sourcesContent":["import type { AgentSpec, AgentToolConfig } from '@lssm/lib.ai-agent';\nimport { defineAgent } from '@lssm/lib.ai-agent';\nimport type { SupportBotSpec } from './types';\n\nexport interface SupportBotDefinition {\n  base: AgentSpec;\n  tools?: AgentToolConfig[];\n  autoEscalateThreshold?: number;\n}\n\nexport function defineSupportBot(\n  definition: SupportBotDefinition\n): SupportBotSpec {\n  const base = defineAgent({\n    ...definition.base,\n    policy: {\n      ...definition.base.policy,\n      confidence: {\n        min: definition.base.policy?.confidence?.min ?? 0.7,\n        default: definition.base.policy?.confidence?.default ?? 0.6,\n      },\n      escalation: {\n        confidenceThreshold:\n          definition.autoEscalateThreshold ??\n          definition.base.policy?.escalation?.confidenceThreshold ??\n          definition.base.policy?.confidence?.min ??\n          0.7,\n        ...definition.base.policy?.escalation,\n      },\n    },\n    memory: definition.base.memory ?? { maxEntries: 120, ttlMinutes: 120 },\n    tools: definition.tools ?? definition.base.tools,\n    instructions: `${definition.base.instructions}\\n\\nAlways cite support knowledge sources and flag compliance/billing issues for human review when unsure.`,\n  });\n\n  return {\n    ...base,\n    thresholds: {\n      autoResolveMinConfidence: definition.autoEscalateThreshold ?? 0.75,\n      maxIterations: 6,\n    },\n  };\n}\n"],"mappings":";;;;AAUA,SAAgB,iBACd,YACgB;AAuBhB,QAAO;EACL,GAvBW,YAAY;GACvB,GAAG,WAAW;GACd,QAAQ;IACN,GAAG,WAAW,KAAK;IACnB,YAAY;KACV,KAAK,WAAW,KAAK,QAAQ,YAAY,OAAO;KAChD,SAAS,WAAW,KAAK,QAAQ,YAAY,WAAW;KACzD;IACD,YAAY;KACV,qBACE,WAAW,yBACX,WAAW,KAAK,QAAQ,YAAY,uBACpC,WAAW,KAAK,QAAQ,YAAY,OACpC;KACF,GAAG,WAAW,KAAK,QAAQ;KAC5B;IACF;GACD,QAAQ,WAAW,KAAK,UAAU;IAAE,YAAY;IAAK,YAAY;IAAK;GACtE,OAAO,WAAW,SAAS,WAAW,KAAK;GAC3C,cAAc,GAAG,WAAW,KAAK,aAAa;GAC/C,CAAC;EAIA,YAAY;GACV,0BAA0B,WAAW,yBAAyB;GAC9D,eAAe;GAChB;EACF"}

package/dist/tickets/classifier.d.ts

@@ -21,4 +21,5 @@ declare class TicketClassifier {
   private estimateConfidence;
 }
 //#endregion
-export { TicketClassifier, TicketClassifierOptions };
+export { TicketClassifier, TicketClassifierOptions };
+//# sourceMappingURL=classifier.d.ts.map

package/dist/tickets/classifier.d.ts.map

@@ -0,0 +1 @@
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package/dist/tickets/classifier.js

@@ -195,4 +195,5 @@ var TicketClassifier = class {
 };
 
 //#endregion
-export { TicketClassifier };
+export { TicketClassifier };
+//# sourceMappingURL=classifier.js.map

package/dist/tickets/classifier.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"classifier.js","names":["CATEGORY_KEYWORDS: Record<TicketCategory, string[]>","PRIORITY_HINTS: Record<TicketPriority, string[]>","SENTIMENT_HINTS: Record<TicketSentiment, string[]>","intents: string[]"],"sources":["../../src/tickets/classifier.ts"],"sourcesContent":["import type { LLMProvider } from '@lssm/lib.contracts/integrations/providers/llm';\nimport type {\n  SupportTicket,\n  TicketCategory,\n  TicketPriority,\n  TicketSentiment,\n  TicketClassification,\n} from '../types';\n\nconst CATEGORY_KEYWORDS: Record<TicketCategory, string[]> = {\n  billing: ['invoice', 'payout', 'refund', 'charge', 'billing', 'payment'],\n  technical: ['bug', 'error', 'crash', 'issue', 'failed', 'timeout'],\n  product: ['feature', 'roadmap', 'idea', 'request', 'feedback'],\n  account: ['login', 'password', '2fa', 'account', 'profile', 'email change'],\n  compliance: ['kyc', 'aml', 'compliance', 'regulation', 'gdpr'],\n  other: [],\n};\n\nconst PRIORITY_HINTS: Record<TicketPriority, string[]> = {\n  urgent: ['urgent', 'asap', 'immediately', 'today', 'right away'],\n  high: ['high priority', 'blocking', 'major', 'critical'],\n  medium: ['soon', 'next few days'],\n  low: ['nice to have', 'when possible', 'later'],\n};\n\nconst SENTIMENT_HINTS: Record<TicketSentiment, string[]> = {\n  positive: ['love', 'great', 'awesome', 'thank you'],\n  neutral: ['question', 'wonder', 'curious'],\n  negative: ['unhappy', 'bad', 'terrible', 'awful', 'angry'],\n  frustrated: ['furious', 'frustrated', 'fed up', 'ridiculous'],\n};\n\nexport interface TicketClassifierOptions {\n  keywords?: Partial<Record<TicketCategory, string[]>>;\n  llm?: LLMProvider;\n  llmModel?: string;\n}\n\nexport class TicketClassifier {\n  private readonly keywords: Record<TicketCategory, string[]>;\n  private readonly llm?: LLMProvider;\n  private readonly llmModel?: string;\n\n  constructor(options?: TicketClassifierOptions) {\n    this.keywords = {\n      ...CATEGORY_KEYWORDS,\n      ...(options?.keywords ?? {}),\n    } as Record<TicketCategory, string[]>;\n    this.llm = options?.llm;\n    this.llmModel = options?.llmModel;\n  }\n\n  async classify(ticket: SupportTicket): Promise<TicketClassification> {\n    const heuristics = this.heuristicClassification(ticket);\n    if (!this.llm) return heuristics;\n\n    try {\n      const llmResult = await this.llm.chat(\n        [\n          {\n            role: 'system',\n            content: [{ type: 'text', text: 'Classify the support ticket.' }],\n          },\n          {\n            role: 'user',\n            content: [\n              {\n                type: 'text',\n                text: JSON.stringify({\n                  subject: ticket.subject,\n                  body: ticket.body,\n                  channel: ticket.channel,\n                }),\n              },\n            ],\n          },\n        ],\n        {\n          responseFormat: 'json',\n          model: this.llmModel,\n        }\n      );\n      const content = llmResult.message.content.find((part) => 'text' in part);\n      if (content && 'text' in content) {\n        const parsed = JSON.parse(\n          content.text\n        ) as Partial<TicketClassification>;\n        return {\n          ...heuristics,\n          ...parsed,\n          intents: parsed.intents ?? heuristics.intents,\n          tags: parsed.tags ?? heuristics.tags,\n        };\n      }\n    } catch {\n      // fallback to heuristics\n    }\n\n    return heuristics;\n  }\n\n  private heuristicClassification(ticket: SupportTicket): TicketClassification {\n    const text = `${ticket.subject}\\n${ticket.body}`.toLowerCase();\n    const category = this.detectCategory(text);\n    const priority = this.detectPriority(text);\n    const sentiment = this.detectSentiment(text);\n    const intents = this.extractIntents(text);\n    const tags = intents.slice(0, 3);\n    const confidence = this.estimateConfidence(category, priority, sentiment);\n\n    return {\n      ticketId: ticket.id,\n      category,\n      priority,\n      sentiment,\n      intents,\n      tags,\n      confidence,\n      escalationRequired: priority === 'urgent' || category === 'compliance',\n    };\n  }\n\n  private detectCategory(text: string): TicketCategory {\n    for (const [category, keywords] of Object.entries(this.keywords) as [\n      TicketCategory,\n      string[],\n    ][]) {\n      if (keywords.some((keyword) => text.includes(keyword))) {\n        return category;\n      }\n    }\n    return 'other';\n  }\n\n  private detectPriority(text: string): TicketPriority {\n    for (const priority of [\n      'urgent',\n      'high',\n      'medium',\n      'low',\n    ] as TicketPriority[]) {\n      if (PRIORITY_HINTS[priority].some((word) => text.includes(word))) {\n        return priority;\n      }\n    }\n    return 'medium';\n  }\n\n  private detectSentiment(text: string): TicketSentiment {\n    for (const sentiment of [\n      'frustrated',\n      'negative',\n      'neutral',\n      'positive',\n    ] as TicketSentiment[]) {\n      if (SENTIMENT_HINTS[sentiment].some((word) => text.includes(word))) {\n        return sentiment;\n      }\n    }\n    return 'neutral';\n  }\n\n  private extractIntents(text: string): string[] {\n    const intents: string[] = [];\n    if (text.includes('refund') || text.includes('chargeback'))\n      intents.push('refund');\n    if (text.includes('payout')) intents.push('payout');\n    if (text.includes('login')) intents.push('login-help');\n    if (text.includes('feature')) intents.push('feature-request');\n    if (text.includes('bug') || text.includes('error'))\n      intents.push('bug-report');\n    return intents.length ? 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package/dist/types.d.ts

@@ -72,4 +72,5 @@ interface ResolutionResultPayload extends ClassificationResultPayload {
   draft: SupportResponseDraft;
 }
 //#endregion
-export { ClassificationResultPayload, ResolutionResultPayload, SupportAction, SupportBotSpec, SupportCitation, SupportResolution, SupportResponseDraft, SupportTicket, TicketCategory, TicketChannel, TicketClassification, TicketPriority, TicketSentiment };
+export { ClassificationResultPayload, ResolutionResultPayload, SupportAction, SupportBotSpec, SupportCitation, SupportResolution, SupportResponseDraft, SupportTicket, TicketCategory, TicketChannel, TicketClassification, TicketPriority, TicketSentiment };
+//# sourceMappingURL=types.d.ts.map

package/dist/types.d.ts.map

@@ -0,0 +1 @@
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package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@lssm/lib.support-bot",
-  "version": "0.0.0-canary-20251217080011",
+  "version": "0.0.0-canary-20251219202229",
   "type": "module",
   "main": "./dist/index.js",
   "module": "./dist/index.js",
@@ -23,15 +23,15 @@
     "test": "bun run"
   },
   "dependencies": {
-    "@lssm/lib.ai-agent": "0.0.0-canary-20251217080011",
-    "@lssm/lib.contracts": "0.0.0-canary-20251217080011",
-    "@lssm/lib.knowledge": "0.0.0-canary-20251217080011",
-    "@lssm/lib.schema": "0.0.0-canary-20251217080011"
+    "@lssm/lib.ai-agent": "0.0.0-canary-20251219202229",
+    "@lssm/lib.contracts": "0.0.0-canary-20251219202229",
+    "@lssm/lib.knowledge": "0.0.0-canary-20251219202229",
+    "@lssm/lib.schema": "0.0.0-canary-20251219202229"
   },
   "devDependencies": {
-    "@lssm/tool.tsdown": "0.0.0-canary-20251217080011",
-    "@lssm/tool.typescript": "0.0.0-canary-20251217080011",
-    "tsdown": "^0.17.4",
+    "@lssm/tool.tsdown": "0.0.0-canary-20251219202229",
+    "@lssm/tool.typescript": "0.0.0-canary-20251219202229",
+    "tsdown": "^0.18.1",
     "typescript": "^5.9.3"
   },
   "exports": {
@@ -64,5 +64,6 @@
       "./types": "./dist/types.js",
       "./*": "./*"
     }
-  }
+  },
+  "license": "MIT"
 }