@wowok/skills 1.1.10 → 1.1.12

package/wowok-order/SKILL.md

@@ -291,6 +291,123 @@ Schema: `onchain_operations_order`. Builder-only operations: `order.transfer_to`
 
 ---
 
+## Phase 3: Customer Intelligence (Optional Enhancement)
+
+> **When to use**: When `customer_intelligence` runtime service is enabled (default ON), the MCP server automatically populates `semantic.customer_advice` in order/query operations. This is a layer ON TOP of E1-E10 — never a replacement for due diligence.
+
+### Information Puzzle (6 dimensions)
+
+E1-E10 captures static facts. The information puzzle assembles them into a dynamic, evolving picture that gets richer with every query:
+
+| Dimension | Source | Fragments |
+|-----------|--------|-----------|
+| Service basics | E1 query | publish/pause/price/sales/WIP |
+| Workflow structure | E3 machineNode2file | nodes/forwards/user-operable/refund path |
+| Fund safety | E5 + E7 | allocators/compensation/price anomaly |
+| Trust signals | E6 + E9 | arbitration/reviews/dispute rate |
+| Merchant behavior | onchain_events | completion rate/trend/refund rate |
+| Market context | batch query_toolkit | similar services/price distribution |
+
+**Incremental collection**: Don't fetch all 6 every time. Browse = dim 1+6, Evaluate = +2/3/4, Preorder = +5, Monitoring = 2+5.
+
+### Risk Scoring (4 dimensions, 100 points)
+
+E1-E10 produces ⚠️/🔴 flags. Risk scoring converts them to a quantitative score:
+
+| Dimension | Max | Key checks |
+|-----------|-----|------------|
+| Workflow | 35 | refund path / arbitration path / user-operable / dead ends |
+| Fund | 25 | compensation coverage / allocator fairness / price anomaly / lock duration |
+| Trust | 20 | arbitration independence / dispute rate / reputation / trust score |
+| Behavior | 20 | completion trend / response time / refund rate / arb loss rate / anomalies |
+
+**Levels**: 🟢 ≥85 low | 🟡 70-84 medium-low | 🟠 50-69 medium-high | 🔴 <50 high (advise against)
+
+### User Preference Matching (7 dimensions, 100 points)
+
+When the user has 3+ historical orders, the system infers preferences and scores each Service:
+
+| Dimension | Max | What it measures |
+|-----------|-----|------------------|
+| Price | 25 | budget fit or market avg comparison |
+| Time | 15 | cycle ≤ max_acceptable_cycle |
+| Region | 10 | preferred_region match |
+| Brand | 10 | min_order_history + merchant age |
+| Bargain | 15 | reward/discount presence |
+| Emotion | 10 | after_sales_expectation + transparency |
+| Risk | 15 | risk_score ≥ min_trust_score + arb/comp requirements |
+
+**Score ≥ 75** = strong match. **< 50** = significant mismatch. The `matches`/`mismatches` arrays explain the score so you can present tradeoffs to the user.
+
+### Reminder System (6 stages, 4 priorities)
+
+Reminders are populated in `semantic.customer_advice.reminders` based on the operation stage:
+
+| Stage | When | Example reminders |
+|-------|------|-------------------|
+| browse | query_toolkit on Service | reviews summary / price anomaly / no arb / no comp |
+| evaluate | deeper analysis | checklist / high risk (required) / ambiguous guard (required) / no refund path |
+| preorder | order creation | payment confirm (required) / compensation insufficient / arb missing (required) |
+| in_progress | order monitoring | progress stalled / compensation drop / messenger unanswered |
+| complete | order done | review reminder / review window |
+| after_sale | post-purchase | arb window / refund received |
+
+**Priority order**: `required` (blocks purchase) > `recommended` (strong caution) > `info` (advisory) > `reminder` (timed nudge). Fatigue control: max 3 high-risk reminders per response.
+
+### Game Strategy Quick Reference (8 scenarios)
+
+When the user faces a specific negotiation, refer to the strategy matrix:
+
+| Scenario | Merchant tactic | User strategy |
+|----------|------------------|---------------|
+| Info asymmetry | Hides Machine details | Demand machineNode2file export + Messenger Q&A |
+| Fund safety | No/low compensation | Require 100% coverage + WTS agreement |
+| Refund dispute | No refund path | Demand 100%→Order Allocator + Messenger terms |
+| Arb fairness | Self-built arbitration | Verify arb owner via query_toolkit |
+| Pricing | Price >120% market avg | Reference market_context.avg_price + request discount/Reward |
+| Delivery SLA | No milestone nodes | Require milestone config + written timeline |
+| Quality | WIP hash unverified | Require WIP verify + sample/staged delivery |
+| After-sales | No Messenger | Require Messenger config + written after-sales terms |
+
+**Red lines** (do not purchase): no arb + no refund path, OR compensation_ratio < 0.5.
+
+### Industry Personalization (6 industries)
+
+Each industry has specific risk checks and preference templates:
+
+| Industry | Cycle (days) | Response (h) | Arb | Comp | Risk appetite | Delivery |
+|----------|--------------|--------------|-----|------|---------------|----------|
+| freelance | 30 | 4 | ✓ | ✓ | balanced | normal |
+| rental | 7 | 8 | ✓ | ✓ | conservative | normal |
+| education | 90 | 24 | ✓ | ✓ | conservative | flexible |
+| travel | 14 | 2 | ✓ | ✓ | conservative | urgent |
+| subscription | 30 | 24 | – | – | aggressive | normal |
+| retail | 7 | 8 | ✓ | ✓ | balanced | normal |
+
+**Industry-specific risks**: freelance checks WIP verified + milestone nodes; rental checks compensation coverage + lock duration; travel checks urgent delivery + Messenger; subscription checks no-lockin + user-operable; etc.
+
+### Post-Purchase Support (4 phases)
+
+When the order is in progress or completed, post-purchase support covers:
+
+- **Refund tracking**: monitor refund Allocator triggers, check refunded vs order amount
+- **Quality issue**: WIP hash mismatch detection + evidence collection (≥3 items recommended)
+- **Merchant unreachable**: >3 days warning, >7 days arbitration advice (if available)
+- **Arbitration support**: evidence collection → application template → progress monitoring → result interpretation
+
+### Runtime Service Toggles
+
+Use `config_operation` to toggle Phase 3 services at runtime:
+
+| Service | Default | What it controls |
+|---------|---------|------------------|
+| `customer_intelligence` | ON | Populates `semantic.customer_advice` (reminders + risk + preference match) |
+| `order_monitor` | OFF | Active order monitoring (Progress stall + compensation change + Messenger timeout) |
+
+Toggle example: `config_operation` → `action: "toggle"`, `service: "order_monitor"` to enable active monitoring when the user has active orders.
+
+---
+
 ## Quick Reference
 
 Schemas: `schema_query({ action: "get", name: "<name>" })` for `onchain_operations_service`, `onchain_operations_order`, `onchain_operations_arbitration`, `messenger_operation`, `query_toolkit`, `onchain_table_data`, `wip_file`.
@@ -316,4 +433,18 @@ E1 (Service) ──→ E2 (Products/WIP)
 2. **E3 no-refund + E6 no-arb** — no mechanism to recover funds. Single most important decision factor.
 3. **E3 Forward with Guard** — "user-operable" is misleading if Guard blocks you. Verify requirements.
 4. **E2 WIP hash mismatch** — seller altered claims post-publish. Red flag regardless of other factors.
-5. **E9 High dispute rate** — >10% quantitative warning independent of structural analysis.
+5. **E9 High dispute rate** — >10% quantitative warning independent of structural analysis.
+6. **Phase 3 customer_advice** — when `customer_intelligence` is ON, read `semantic.customer_advice` first in every order/query response. The `reminders` array is pre-sorted by priority; `required` items block purchase.
+
+---
+
+## Appendices (Progressive Disclosure)
+
+> The following sections have been extracted to [APPENDIX.md](./APPENDIX.md) for on-demand loading:
+> - Dialogue Scripts (R1-R10) — guided conversation scripts
+> - Decision Trees — branching logic reference
+> - Failure Playbooks — recovery scenarios
+> - Tier Layering — expertise-tier based guidance
+> - Phase 3 Integration — information puzzle + risk scoring + preference matching + game strategy + post-purchase playbook
+>
+> Load APPENDIX.md when the user needs guided dialogue, recovery help, or tier-specific guidance.