@lssm/lib.support-bot 0.2.0

package/README.md

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+# @lssm/lib.support-bot
+
+Production-ready building blocks for AI-first support desks powered by ContractSpec. The library wires knowledge-grounded responses, ticket classification, auto-resolutions, and performance telemetry into `@lssm/lib.ai-agent`.
+
+## Highlights
+
+- **TicketClassifier** – fast heuristics + optional LLM validation for category, priority, urgency, and sentiment.
+- **TicketResolver** – multi-space RAG pipeline that cites references and surfaces confidence scores.
+- **AutoResponder** – generates tone-aware replies, adds policy disclaimers, and escalates when risky.
+- **FeedbackLoop** – records outcomes, tunes confidence thresholds, and syncs new knowledge back.
+- **Agent Tools** – helpers to expose the above capabilities as `AgentRunner` tools in one line.
+
+## Quickstart
+
+```ts
+import { defineSupportBot, TicketResolver, TicketClassifier, createSupportTools } from '@lssm/lib.support-bot';
+import { AgentRegistry, AgentRunner, ToolExecutor } from '@lssm/lib.ai-agent';
+
+const SupportBot = defineSupportBot({
+  base: {
+    meta: { name: 'support.bot', version: 1, owners: ['team-support'], domain: 'operations' },
+    instructions: 'Resolve support tickets with empathy. Escalate if billing or compliance risk.',
+    tools: [{ name: 'resolve_ticket' }, { name: 'escalate_ticket' }],
+  },
+  escalation: { confidenceThreshold: 0.75 },
+});
+
+const resolver = new TicketResolver({ knowledge: knowledgeQueryService });
+const classifier = new TicketClassifier();
+const tools = createSupportTools({ resolver, classifier });
+
+const registry = new AgentRegistry().register(SupportBot);
+const runner = new AgentRunner({
+  registry,
+  llm: mistralProvider,
+  toolExecutor: new ToolExecutor({ tools }),
+});
+
+const outcome = await runner.run({
+  agent: 'support.bot',
+  input: 'My payout failed yesterday and it is urgent',
+  tenantId: 'acme',
+});
+```
+
+See `/packages/contractspec/examples/ai-support-bot` for an end-to-end integration with ticket ingestion, review queues, and analytics.

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

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+import"./workflow.js";

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

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+import"node:crypto";

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

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+import{t as e}from"./spec.js";import"./tools/executor.js";import"./memory/manager.js";import"./runner.js";import"./memory/in-memory.js";import"./memory/index.js";import"./tools/index.js";import"./approval/workflow.js";import"./approval/index.js";

package/dist/ai-agent/dist/memory/in-memory.js

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+import"./manager.js";

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

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+import"./manager.js";import"./in-memory.js";

package/dist/ai-agent/dist/memory/manager.js

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+import"node:crypto";

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

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+import"./tools/executor.js";import"./memory/manager.js";import"node:crypto";

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

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+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`);return Object.freeze(e)}export{e as t};
+//# sourceMappingURL=spec.js.map

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

@@ -0,0 +1 @@
+{"version":3,"file":"spec.js","names":[],"sources":["../../../../ai-agent/dist/spec.js"],"sourcesContent":["const e=e=>`${e.name}.v${e.version}`;function t(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`);return Object.freeze(e)}var n=class{specs=new Map;register(t){let n=e(t.meta);if(this.specs.has(n))throw Error(`Duplicate agent spec registered for ${n}`);return this.specs.set(n,t),this}list(){return[...this.specs.values()]}get(e,t){if(t!=null)return this.specs.get(`${e}.v${t}`);let n,r=-1/0;for(let t of this.specs.values())t.meta.name===e&&t.meta.version>r&&(n=t,r=t.meta.version);return n}require(e,t){let n=this.get(e,t);if(!n)throw Error(`Agent spec not found for ${e}${t?`.v${t}`:``}`);return n}};export{n as AgentRegistry,t as defineAgent};\n//# sourceMappingURL=spec.js.map"],"mappings":"AAAqC,SAAS,EAAE,EAAE,CAAC,GAAG,CAAC,EAAE,MAAM,KAAK,MAAM,MAAM,yBAAyB,CAAC,GAAG,CAAC,OAAO,SAAS,EAAE,KAAK,QAAQ,CAAC,MAAM,MAAM,SAAS,EAAE,KAAK,KAAK,+BAA+B,CAAC,GAAG,CAAC,EAAE,cAAc,MAAM,CAAC,MAAM,MAAM,SAAS,EAAE,KAAK,KAAK,wBAAwB,CAAC,GAAG,CAAC,EAAE,OAAO,OAAO,MAAM,MAAM,SAAS,EAAE,KAAK,KAAK,gCAAgC,CAAC,OAAO,OAAO,OAAO,EAAE"}

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

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+import"node:timers/promises";

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

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+import"./executor.js";

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

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+import { SupportResolution, SupportResponseDraft, SupportTicket, TicketClassification } from "../types.js";
+import { LLMProvider } from "@lssm/lib.contracts/integrations/providers/llm";
+
+//#region src/bot/auto-responder.d.ts
+interface AutoResponderOptions {
+  llm?: LLMProvider;
+  model?: string;
+  tone?: 'friendly' | 'formal';
+  closing?: string;
+}
+declare class AutoResponder {
+  private readonly llm?;
+  private readonly model?;
+  private readonly tone;
+  private readonly closing;
+  constructor(options?: AutoResponderOptions);
+  draft(ticket: SupportTicket, resolution: SupportResolution, classification: TicketClassification): Promise<SupportResponseDraft>;
+  private generateWithLLM;
+  private generateTemplate;
+  private buildDraft;
+  private renderCategoryIntro;
+  private renderCitations;
+}
+//#endregion
+export { AutoResponder, AutoResponderOptions };
+//# sourceMappingURL=auto-responder.d.ts.map

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

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+{"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

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+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: ${n.priority}
+Resolution:
+${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 ${e.customerName},`:`Hi there,`}
+
+Thanks for contacting us about "${e.subject}". ${this.renderCategoryIntro(n)}
+
+${t.answer}
+
+${this.renderCitations(t)}
+${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};
+//# sourceMappingURL=auto-responder.js.map

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

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+{"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    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. 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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,EAAb,KAA2B,CACzB,IACA,MACA,KACA,QAEA,YAAY,EAAgC,CAC1C,KAAK,IAAM,GAAS,IACpB,KAAK,MAAQ,GAAS,MACtB,KAAK,KAAO,GAAS,MAAQ,WAC7B,KAAK,QACH,GAAS,UACR,KAAK,OAAS,WACX,iDACA,4DAGR,MAAM,MACJ,EACA,EACA,EAC+B,CAI/B,OAHI,KAAK,IACA,KAAK,gBAAgB,EAAQ,EAAY,EAAe,CAE1D,KAAK,iBAAiB,EAAQ,EAAY,EAAe,CAGlE,MAAc,gBACZ,EACA,EACA,EAC+B,CAC/B,IAAM,EAAS,aAAa,KAAK,KAAK;kBACxB,EAAO,QAAQ;eAClB,EAAO,KAAK;qBACN,EAAe,SAAS;qBACxB,EAAe,SAAS;;EAE3C,EAAW,OAAO;aACP,EAAW,UAAU,IAAK,GAAM,EAAE,MAAM,CAAC,KAAK,KAAK,GAqBtD,GAnBW,MAAM,KAAK,IAAK,KAC/B,CACE,CACE,KAAM,SACN,QAAS,CACP,CACE,KAAM,OACN,KAAM,8EACP,CACF,CACF,CACD,CACE,KAAM,OACN,QAAS,CAAC,CAAE,KAAM,OAAQ,KAAM,EAAQ,CAAC,CAC1C,CACF,CACD,CAAE,MAAO,KAAK,MAAO,CACtB,EAEqB,QAAQ,QAC3B,IAAK,GAAU,SAAU,EAAO,EAAK,KAAO,GAAI,CAChD,KAAK,GAAG,CACR,MAAM,CAET,OAAO,KAAK,WAAW,EAAQ,EAAY,EAAgB,EAAK,CAGlE,iBACE,EACA,EACA,EACsB,CAItB,IAAM,EAAO,GAHI,EAAO,aACpB,MAAM,EAAO,aAAa,GAC1B,YACqB;;kCAEK,EAAO,QAAQ,KAAK,KAAK,oBACrD,EACD,CAAC;;EAEJ,EAAW,OAAO;;EAElB,KAAK,gBAAgB,EAAW,CAAC;EACjC,KAAK,QAAQ;;wBAIX,OAAO,KAAK,WAAW,EAAQ,EAAY,EAAgB,EAAK,CAGlE,WACE,EACA,EACA,EACA,EACsB,CACtB,MAAO,CACL,SAAU,EAAO,GACjB,QAAS,EAAO,QAAQ,WAAW,MAAM,CACrC,EAAO,QACP,OAAO,EAAO,UAClB,OACA,WAAY,KAAK,IAAI,EAAW,WAAY,EAAe,WAAW,CACtE,mBACE,EAAW,QAAQ,KAAM,GAAW,EAAO,OAAS,WAAW,EAC/D,EAAQ,EAAe,mBACzB,UAAW,EAAW,UACvB,CAGH,oBAA4B,EAAsC,CAChE,OAAQ,EAAe,SAAvB,CACE,IAAK,UACH,MAAO,iFACT,IAAK,YACH,MAAO,oFACT,IAAK,UACH,MAAO,0EACT,IAAK,UACH,MAAO,yEACT,IAAK,aACH,MAAO,+EACT,QACE,MAAO,uDAIb,gBAAwB,EAA+B,CAOrD,OANK,EAAW,UAAU,OAMnB,gBALO,EAAW,UAAU,KAAK,EAAU,IAGzC,KAFO,EAAS,OAAS,UAAU,EAAQ,MACrC,EAAS,IAAM,KAAK,EAAS,IAAI,GAAK,KAEnD,CAC2B,KAAK;EAAK,GANE"}

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

@@ -0,0 +1,20 @@
+import { ResolutionResultPayload } from "../types.js";
+
+//#region src/bot/feedback-loop.d.ts
+interface FeedbackMetrics {
+  totalTickets: number;
+  autoResolved: number;
+  escalated: number;
+  avgConfidence: number;
+  avgResponseTimeMs: number;
+}
+declare class SupportFeedbackLoop {
+  private readonly history;
+  private readonly responseTimes;
+  recordResolution(payload: ResolutionResultPayload, responseTimeMs?: number): void;
+  metrics(): FeedbackMetrics;
+  feedbackSummary(limit?: number): string;
+}
+//#endregion
+export { FeedbackMetrics, SupportFeedbackLoop };
+//# sourceMappingURL=feedback-loop.d.ts.map

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

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package/dist/bot/feedback-loop.js

@@ -0,0 +1,3 @@
+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};
+//# 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,EAAb,KAAiC,CAC/B,QAAsD,EAAE,CACxD,cAAiC,IAAI,IAErC,iBAAiB,EAAkC,EAAyB,CAC1E,KAAK,QAAQ,KAAK,EAAQ,CACtB,GAAkB,MACpB,KAAK,cAAc,IAAI,EAAQ,OAAO,GAAI,EAAe,CAI7D,SAA2B,CACzB,IAAM,EAAQ,KAAK,QAAQ,OACrB,EAAe,KAAK,QAAQ,OAC/B,GACC,CAAC,EAAM,WAAW,QAAQ,KAAM,GAAW,EAAO,OAAS,WAAW,CACzE,CAAC,OACI,EAAY,EAAQ,EACpB,EACJ,IAAU,EACN,EACA,KAAK,QAAQ,QACV,EAAK,IAAU,EAAM,EAAM,WAAW,WACvC,EACD,CAAG,EACJ,EACJ,KAAK,cAAc,OAAS,EACxB,EACA,CAAC,GAAG,KAAK,cAAc,QAAQ,CAAC,CAAC,QAAQ,EAAG,IAAM,EAAI,EAAG,EAAE,CAC3D,KAAK,cAAc,KAEzB,MAAO,CACL,aAAc,EACd,eACA,YACA,cAAe,OAAO,EAAc,QAAQ,EAAE,CAAC,CAC/C,kBAAmB,KAAK,MAAM,EAAkB,CACjD,CAGH,gBAAgB,EAAQ,EAAW,CACjC,IAAM,EAAS,KAAK,QAAQ,MAAM,CAAC,EAAM,CAEzC,OADK,EAAO,OACL,EACJ,IAAK,GAAU,CACd,IAAM,EAAS,EAAM,WAAW,QAAQ,KACrC,GAAW,EAAO,OAAS,WAC7B,CACG,YACA,gBACJ,MAAO,GAAG,EAAM,OAAO,QAAQ,KAAK,EAAO,gBAAgB,EAAM,WAAW,WAAW,IACvF,CACD,KAAK;EAAK,CAVc"}

package/dist/bot/index.d.ts

@@ -0,0 +1,4 @@
+import { AutoResponder, AutoResponderOptions } from "./auto-responder.js";
+import { FeedbackMetrics, SupportFeedbackLoop } from "./feedback-loop.js";
+import { SupportToolsetOptions, createSupportTools } from "./tools.js";
+export { AutoResponder, AutoResponderOptions, FeedbackMetrics, SupportFeedbackLoop, SupportToolsetOptions, createSupportTools };

package/dist/bot/index.js

@@ -0,0 +1 @@
+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};

package/dist/bot/tools.d.ts

@@ -0,0 +1,15 @@
+import { AutoResponder } from "./auto-responder.js";
+import { TicketResolver } from "../rag/ticket-resolver.js";
+import { TicketClassifier } from "../tickets/classifier.js";
+import { AgentToolDefinitionWithHandler } from "@lssm/lib.ai-agent";
+
+//#region src/bot/tools.d.ts
+interface SupportToolsetOptions {
+  resolver: TicketResolver;
+  classifier: TicketClassifier;
+  responder: AutoResponder;
+}
+declare function createSupportTools(options: SupportToolsetOptions): AgentToolDefinitionWithHandler[];
+//#endregion
+export { SupportToolsetOptions, createSupportTools };
+//# sourceMappingURL=tools.d.ts.map

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

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package/dist/bot/tools.js

@@ -0,0 +1,2 @@
+function e(e){return[{definition:{name:`support_classify_ticket`,description:`Classify a ticket for priority, sentiment, and category`,inputSchema:{type:`object`,required:[`ticket`],properties:{ticket:t}}},handler:async t=>{let r=n(t),i=await e.classifier.classify(r);return{content:JSON.stringify(i),metadata:{ticketId:r.id}}}},{definition:{name:`support_resolve_ticket`,description:`Generate a knowledge-grounded resolution for a ticket`,inputSchema:{type:`object`,required:[`ticket`],properties:{ticket:t}}},handler:async t=>{let r=n(t),i=await e.resolver.resolve(r);return{content:JSON.stringify(i),metadata:{ticketId:r.id}}}},{definition:{name:`support_draft_response`,description:`Draft a user-facing reply based on resolution + classification`,inputSchema:{type:`object`,required:[`ticket`,`resolution`,`classification`],properties:{ticket:t,resolution:{type:`object`},classification:{type:`object`}}}},handler:async t=>{let a=n(t),o=r(t),s=i(t);if(!o||!s)throw Error(`resolution and classification are required`);let c=await e.responder.draft(a,o,s);return{content:JSON.stringify(c),metadata:{ticketId:a.id}}}}]}const t={type:`object`,required:[`id`,`subject`,`body`,`channel`],properties:{id:{type:`string`},subject:{type:`string`},body:{type:`string`},channel:{type:`string`,enum:[`email`,`chat`,`phone`,`portal`]},customerName:{type:`string`},customerEmail:{type:`string`},metadata:{type:`object`}}};function n(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 r(e){if(!(!e||typeof e!=`object`||!(`resolution`in e)))return e.resolution}function i(e){if(!(!e||typeof e!=`object`||!(`classification`in e)))return e.classification}export{e as 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 { AgentToolDefinitionWithHandler } from '@lssm/lib.ai-agent';\nimport type { TicketResolver } from '../rag/ticket-resolver';\nimport type { TicketClassifier } from '../tickets/classifier';\nimport type { AutoResponder } from './auto-responder';\nimport type {\n  SupportTicket,\n  SupportResolution,\n  TicketClassification,\n} from '../types';\n\nexport interface SupportToolsetOptions {\n  resolver: TicketResolver;\n  classifier: TicketClassifier;\n  responder: AutoResponder;\n}\n\nexport function createSupportTools(\n  options: SupportToolsetOptions\n): AgentToolDefinitionWithHandler[] {\n  const classifyTool: AgentToolDefinitionWithHandler = {\n    definition: {\n      name: 'support_classify_ticket',\n      description: 'Classify a ticket for priority, sentiment, and category',\n      inputSchema: {\n        type: 'object',\n        required: ['ticket'],\n        properties: {\n          ticket: ticketSchema,\n        },\n      },\n    },\n    handler: 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: AgentToolDefinitionWithHandler = {\n    definition: {\n      name: 'support_resolve_ticket',\n      description: 'Generate a knowledge-grounded resolution for a ticket',\n      inputSchema: {\n        type: 'object',\n        required: ['ticket'],\n        properties: {\n          ticket: ticketSchema,\n        },\n      },\n    },\n    handler: async (input: unknown) => {\n      const ticket = ensureTicket(input);\n      const resolution = await options.resolver.resolve(ticket);\n      return {\n        content: JSON.stringify(resolution),\n        metadata: { ticketId: ticket.id },\n      };\n    },\n  };\n\n  const responderTool: AgentToolDefinitionWithHandler = {\n    definition: {\n      name: 'support_draft_response',\n      description:\n        'Draft a user-facing reply based on resolution + classification',\n      inputSchema: {\n        type: 'object',\n        required: ['ticket', 'resolution', 'classification'],\n        properties: {\n          ticket: ticketSchema,\n          resolution: { type: 'object' },\n          classification: { type: 'object' },\n        },\n      },\n    },\n    handler: async (input: unknown) => {\n      const ticket = ensureTicket(input);\n      const resolution = extractResolution(input);\n      const classification = extractClassification(input);\n      if (!resolution || !classification) {\n        throw new Error('resolution and 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, responderTool];\n}\n\nconst ticketSchema = {\n  type: 'object',\n  required: ['id', 'subject', 'body', 'channel'],\n  properties: {\n    id: { type: 'string' },\n    subject: { type: 'string' },\n    body: { type: 'string' },\n    channel: { type: 'string', enum: ['email', 'chat', 'phone', 'portal'] },\n    customerName: { type: 'string' },\n    customerEmail: { type: 'string' },\n    metadata: { type: 'object' },\n  },\n};\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' || 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package/dist/index.d.ts

@@ -0,0 +1,8 @@
+import { ClassificationResultPayload, ResolutionResultPayload, SupportAction, SupportBotSpec, SupportCitation, SupportResolution, SupportResponseDraft, SupportTicket, TicketCategory, TicketChannel, TicketClassification, TicketPriority, TicketSentiment } from "./types.js";
+import { AutoResponder, AutoResponderOptions } from "./bot/auto-responder.js";
+import { FeedbackMetrics, SupportFeedbackLoop } from "./bot/feedback-loop.js";
+import { KnowledgeRetriever, TicketResolver, TicketResolverOptions } from "./rag/ticket-resolver.js";
+import { TicketClassifier, TicketClassifierOptions } from "./tickets/classifier.js";
+import { SupportToolsetOptions, createSupportTools } from "./bot/tools.js";
+import { SupportBotDefinition, defineSupportBot } from "./spec.js";
+export { AutoResponder, AutoResponderOptions, ClassificationResultPayload, FeedbackMetrics, KnowledgeRetriever, ResolutionResultPayload, SupportAction, SupportBotDefinition, SupportBotSpec, SupportCitation, SupportFeedbackLoop, SupportResolution, SupportResponseDraft, SupportTicket, SupportToolsetOptions, TicketCategory, TicketChannel, TicketClassification, TicketClassifier, TicketClassifierOptions, TicketPriority, TicketResolver, TicketResolverOptions, TicketSentiment, createSupportTools, defineSupportBot };

package/dist/index.js

@@ -0,0 +1 @@
+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";export{r as AutoResponder,i as SupportFeedbackLoop,n as TicketClassifier,t as TicketResolver,a as createSupportTools,e as defineSupportBot};

package/dist/rag/index.d.ts

@@ -0,0 +1,2 @@
+import { KnowledgeRetriever, TicketResolver, TicketResolverOptions } from "./ticket-resolver.js";
+export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };

package/dist/rag/index.js

@@ -0,0 +1 @@
+import{TicketResolver as e}from"./ticket-resolver.js";export{e as TicketResolver};

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

@@ -0,0 +1,25 @@
+import { SupportResolution, SupportTicket } from "../types.js";
+import { KnowledgeAnswer } from "@lssm/lib.contracts/knowledge/query/service";
+
+//#region src/rag/ticket-resolver.d.ts
+interface KnowledgeRetriever {
+  query(question: string): Promise<KnowledgeAnswer>;
+}
+interface TicketResolverOptions {
+  knowledge: KnowledgeRetriever;
+  minConfidence?: number;
+  prependPrompt?: string;
+}
+declare class TicketResolver {
+  private readonly knowledge;
+  private readonly minConfidence;
+  private readonly prependPrompt?;
+  constructor(options: TicketResolverOptions);
+  resolve(ticket: SupportTicket): Promise<SupportResolution>;
+  private buildQuestion;
+  private toResolution;
+  private deriveConfidence;
+}
+//#endregion
+export { KnowledgeRetriever, TicketResolver, TicketResolverOptions };
+//# sourceMappingURL=ticket-resolver.d.ts.map

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

@@ -0,0 +1 @@
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package/dist/rag/ticket-resolver.js

@@ -0,0 +1,4 @@
+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};
+//# 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.contracts/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,EAAb,KAA4B,CAC1B,UACA,cACA,cAEA,YAAY,EAAgC,CAC1C,KAAK,UAAY,EAAQ,UACzB,KAAK,cAAgB,EAAQ,eAAiB,IAC9C,KAAK,cAAgB,EAAQ,cAG/B,MAAM,QAAQ,EAAmD,CAC/D,IAAM,EAAW,KAAK,cAAc,EAAO,CACrC,EAAS,MAAM,KAAK,UAAU,MAAM,EAAS,CACnD,OAAO,KAAK,aAAa,EAAQ,EAAO,CAG1C,cAAsB,EAA+B,CACnD,IAAM,EAAS,CAAC,YAAY,EAAO,UAAW,YAAY,EAAO,UAAU,CAQ3E,OAPI,EAAO,cAAc,EAAO,KAAK,aAAa,EAAO,eAAe,CACvD,CACf,KAAK,cACL,EAAO,KAAK;EAAK,CACjB,MACA,EAAO,KACR,CAAC,OAAO,QAAQ,CACD,KAAK;EAAK,CAG5B,aACE,EACA,EACmB,CACnB,IAAM,EAAY,EAAO,WAAW,IAAK,IAOhC,CACL,MANA,OAAO,EAAI,SAAS,OAAU,SAC1B,EAAI,QAAQ,MACZ,OAAO,EAAI,SAAS,YAAe,SACjC,EAAI,QAAQ,WACZ,EAAI,GAGV,IAAK,OAAO,EAAI,SAAS,KAAQ,SAAW,EAAI,QAAQ,IAAM,IAAA,GAC9D,QACE,OAAO,EAAI,SAAS,MAAS,SACzB,EAAI,QAAQ,KAAK,MAAM,EAAG,IAAI,CAC9B,IAAA,GACN,MAAO,EAAI,MACZ,EACD,CAEI,EAAa,KAAK,iBAAiB,EAAO,CAC1C,EAAW,EAAa,KAAK,eAAiB,EAAU,SAAW,EAEzE,MAAO,CACL,SAAU,EAAO,GACjB,OAAQ,EAAO,OACf,aACA,YACA,QAAS,CACP,EACI,CAAE,KAAM,WAAY,MAAO,4BAA6B,CACxD,CAAE,KAAM,UAAW,MAAO,0BAA2B,CAC1D,CACD,iBAAkB,EACd,0DACA,IAAA,GACJ,iBAAkB,EAAW,CAAC,EAAO,KAAK,MAAM,EAAG,IAAI,CAAC,CAAG,IAAA,GAC5D,CAGH,iBAAyB,EAAiC,CACxD,GAAI,CAAC,EAAO,WAAW,OAAQ,MAAO,IACtC,IAAM,EAAW,EAAO,WAAW,IAAI,OAAS,GAC1C,EAAa,KAAK,IAAI,EAAG,KAAK,IAAI,EAAG,EAAS,CAAC,CAC/C,EAAe,EAAO,OAAO,iBAC/B,KAAK,IAAI,EAAO,MAAM,iBAAmB,IAAM,GAAI,CACnD,EACJ,OAAO,QAAQ,EAAa,GAAc,QAAQ,EAAE,CAAC"}

package/dist/spec.d.ts

@@ -0,0 +1,13 @@
+import { SupportBotSpec } from "./types.js";
+import { AgentSpec, AgentToolConfig } from "@lssm/lib.ai-agent";
+
+//#region src/spec.d.ts
+interface SupportBotDefinition {
+  base: AgentSpec;
+  tools?: AgentToolConfig[];
+  autoEscalateThreshold?: number;
+}
+declare function defineSupportBot(definition: SupportBotDefinition): SupportBotSpec;
+//#endregion
+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

@@ -0,0 +1,2 @@
+import{t as e}from"./ai-agent/dist/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};
+//# sourceMappingURL=spec.js.map

package/dist/spec.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"spec.js","names":["defineAgent"],"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":"6EAUA,SAAgB,EACd,EACgB,CAuBhB,MAAO,CACL,GAvBWA,EAAY,CACvB,GAAG,EAAW,KACd,OAAQ,CACN,GAAG,EAAW,KAAK,OACnB,WAAY,CACV,IAAK,EAAW,KAAK,QAAQ,YAAY,KAAO,GAChD,QAAS,EAAW,KAAK,QAAQ,YAAY,SAAW,GACzD,CACD,WAAY,CACV,oBACE,EAAW,uBACX,EAAW,KAAK,QAAQ,YAAY,qBACpC,EAAW,KAAK,QAAQ,YAAY,KACpC,GACF,GAAG,EAAW,KAAK,QAAQ,WAC5B,CACF,CACD,OAAQ,EAAW,KAAK,QAAU,CAAE,WAAY,IAAK,WAAY,IAAK,CACtE,MAAO,EAAW,OAAS,EAAW,KAAK,MAC3C,aAAc,GAAG,EAAW,KAAK,aAAa,4GAC/C,CAAC,CAIA,WAAY,CACV,yBAA0B,EAAW,uBAAyB,IAC9D,cAAe,EAChB,CACF"}

package/dist/tickets/classifier.d.ts

@@ -0,0 +1,25 @@
+import { SupportTicket, TicketCategory, TicketClassification } from "../types.js";
+import { LLMProvider } from "@lssm/lib.contracts/integrations/providers/llm";
+
+//#region src/tickets/classifier.d.ts
+interface TicketClassifierOptions {
+  keywords?: Partial<Record<TicketCategory, string[]>>;
+  llm?: LLMProvider;
+  llmModel?: string;
+}
+declare class TicketClassifier {
+  private readonly keywords;
+  private readonly llm?;
+  private readonly llmModel?;
+  constructor(options?: TicketClassifierOptions);
+  classify(ticket: SupportTicket): Promise<TicketClassification>;
+  private heuristicClassification;
+  private detectCategory;
+  private detectPriority;
+  private detectSentiment;
+  private extractIntents;
+  private estimateConfidence;
+}
+//#endregion
+export { TicketClassifier, TicketClassifierOptions };
+//# sourceMappingURL=classifier.d.ts.map

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

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package/dist/tickets/classifier.js

@@ -0,0 +1,2 @@
+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};
+//# 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/tickets/index.d.ts

@@ -0,0 +1,2 @@
+import { TicketClassifier, TicketClassifierOptions } from "./classifier.js";
+export { TicketClassifier, TicketClassifierOptions };

package/dist/tickets/index.js

@@ -0,0 +1 @@
+import{TicketClassifier as e}from"./classifier.js";export{e as TicketClassifier};

package/dist/types.d.ts

@@ -0,0 +1,76 @@
+import { AgentSpec } from "@lssm/lib.ai-agent";
+
+//#region src/types.d.ts
+type TicketPriority = 'low' | 'medium' | 'high' | 'urgent';
+type TicketCategory = 'billing' | 'technical' | 'product' | 'account' | 'compliance' | 'other';
+type TicketChannel = 'email' | 'chat' | 'phone' | 'portal';
+type TicketSentiment = 'positive' | 'neutral' | 'negative' | 'frustrated';
+interface SupportTicket {
+  id: string;
+  subject: string;
+  body: string;
+  channel: TicketChannel;
+  locale?: string;
+  customerEmail?: string;
+  customerName?: string;
+  metadata?: Record<string, string>;
+}
+interface TicketClassification {
+  ticketId: string;
+  category: TicketCategory;
+  priority: TicketPriority;
+  sentiment: TicketSentiment;
+  intents: string[];
+  tags: string[];
+  confidence: number;
+  escalationRequired?: boolean;
+}
+interface SupportCitation {
+  label: string;
+  url?: string;
+  snippet?: string;
+  score?: number;
+}
+interface SupportAction {
+  type: 'respond' | 'escalate' | 'refund' | 'manual';
+  label: string;
+  payload?: Record<string, string>;
+}
+interface SupportResolution {
+  ticketId: string;
+  answer: string;
+  confidence: number;
+  citations: SupportCitation[];
+  actions: SupportAction[];
+  escalationReason?: string;
+  knowledgeUpdates?: string[];
+}
+interface SupportResponseDraft {
+  ticketId: string;
+  subject: string;
+  body: string;
+  confidence: number;
+  requiresEscalation: boolean;
+  citations: SupportCitation[];
+}
+interface SupportBotSpec extends AgentSpec {
+  thresholds?: {
+    autoResolveMinConfidence?: number;
+    maxIterations?: number;
+  };
+  review?: {
+    queueName?: string;
+    approvalWorkflow?: string;
+  };
+}
+interface ClassificationResultPayload {
+  ticket: SupportTicket;
+  classification: TicketClassification;
+}
+interface ResolutionResultPayload extends ClassificationResultPayload {
+  resolution: SupportResolution;
+  draft: SupportResponseDraft;
+}
+//#endregion
+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

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package/package.json

@@ -0,0 +1,48 @@
+{
+  "name": "@lssm/lib.support-bot",
+  "version": "0.2.0",
+  "type": "module",
+  "main": "./dist/index.js",
+  "module": "./dist/index.js",
+  "types": "./dist/index.d.ts",
+  "files": [
+    "dist",
+    "README.md"
+  ],
+  "scripts": {
+    "build": "bun build:bundle && bun build:types",
+    "build:bundle": "tsdown",
+    "build:types": "tsc --noEmit",
+    "dev": "bun build:bundle --watch",
+    "clean": "rimraf dist .turbo",
+    "lint": "bun lint:fix",
+    "lint:fix": "eslint src --fix",
+    "lint:check": "eslint src",
+    "test": "vitest run"
+  },
+  "dependencies": {
+    "@lssm/lib.ai-agent": "^0.2.0",
+    "@lssm/lib.contracts": "^1.9.0"
+  },
+  "devDependencies": {
+    "@lssm/tool.tsdown": "workspace:*",
+    "@lssm/tool.typescript": "workspace:*",
+    "tsdown": "^0.16.6",
+    "typescript": "^5.9.3",
+    "vitest": "^1.6.0"
+  },
+  "exports": {
+    ".": "./dist/index.js",
+    "./bot": "./dist/bot/index.js",
+    "./bot/auto-responder": "./dist/bot/auto-responder.js",
+    "./bot/feedback-loop": "./dist/bot/feedback-loop.js",
+    "./bot/tools": "./dist/bot/tools.js",
+    "./rag": "./dist/rag/index.js",
+    "./rag/ticket-resolver": "./dist/rag/ticket-resolver.js",
+    "./spec": "./dist/spec.js",
+    "./tickets": "./dist/tickets/index.js",
+    "./tickets/classifier": "./dist/tickets/classifier.js",
+    "./types": "./dist/types.js",
+    "./*": "./*"
+  }
+}