catalist-support-agent 1.0.0

package/dist/analysis/entities.js.map

@@ -0,0 +1 @@
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package/dist/analysis/index.d.ts

@@ -0,0 +1,44 @@
+/**
+ * Analysis Pipeline Module
+ *
+ * Provides comprehensive message analysis including:
+ * - Intent classification
+ * - Sentiment analysis
+ * - Entity extraction
+ * - Urgency scoring
+ * - Brand compliance assessment
+ */
+import type { InboundMessage, AnalysisResult } from '../types.js';
+export { IntentClassificationService, getIntentClassificationService, classifyIntent, classifyIntentHeuristic, getIntentDescription, isHighPriorityIntent, isAutonomouslyHandleableIntent, } from './intent.js';
+export { SentimentAnalysisService, getSentimentAnalysisService, analyzeSentiment, analyzeSentimentHeuristic, shouldConsiderEscalationBySentiment, getUrgencyScore, combineUrgency, } from './sentiment.js';
+export { EntityExtractionService, getEntityExtractionService, extractEntities, extractEntitiesRegex, mergeEntities, hasOrderReference, hasProductReference, getPrimaryOrderNumber, getTotalAmount, } from './entities.js';
+export interface AnalysisPipelineOptions {
+    /** Use heuristics instead of Claude (faster, less accurate) */
+    useHeuristics?: boolean;
+    /** Skip brand compliance check */
+    skipBrandCompliance?: boolean;
+    /** Previous conversation context for better intent classification */
+    conversationContext?: string;
+    /** Customer tier for urgency adjustment */
+    customerTier?: 'standard' | 'premium' | 'enterprise';
+}
+/**
+ * Run the complete analysis pipeline on a message
+ */
+export declare function analyzeMessage(message: InboundMessage, options?: AnalysisPipelineOptions): Promise<AnalysisResult>;
+/**
+ * Quick analysis for message triage (faster, less detailed)
+ */
+export declare function triageMessage(message: InboundMessage): {
+    priority: 'critical' | 'high' | 'medium' | 'low';
+    requiresEscalation: boolean;
+    quickAssessment: string;
+};
+/**
+ * Check if a message is processable (not spam, auto-reply, etc.)
+ */
+export declare function isProcessableMessage(message: InboundMessage): {
+    processable: boolean;
+    reason?: string;
+};
+//# sourceMappingURL=index.d.ts.map

package/dist/analysis/index.d.ts.map

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package/dist/analysis/index.js

@@ -0,0 +1,243 @@
+/**
+ * Analysis Pipeline Module
+ *
+ * Provides comprehensive message analysis including:
+ * - Intent classification
+ * - Sentiment analysis
+ * - Entity extraction
+ * - Urgency scoring
+ * - Brand compliance assessment
+ */
+import { createConversationId } from '../types.js';
+import { classifyIntent, classifyIntentHeuristic, isHighPriorityIntent, isAutonomouslyHandleableIntent, } from './intent.js';
+import { analyzeSentiment, analyzeSentimentHeuristic, shouldConsiderEscalationBySentiment, getUrgencyScore, } from './sentiment.js';
+import { extractEntities, extractEntitiesRegex, mergeEntities } from './entities.js';
+import { scanMessageContent, createComplianceStatusFromScan, } from '../brand/index.js';
+import { shouldEscalateByConfidence } from '../config.js';
+// Re-export individual services
+export { IntentClassificationService, getIntentClassificationService, classifyIntent, classifyIntentHeuristic, getIntentDescription, isHighPriorityIntent, isAutonomouslyHandleableIntent, } from './intent.js';
+export { SentimentAnalysisService, getSentimentAnalysisService, analyzeSentiment, analyzeSentimentHeuristic, shouldConsiderEscalationBySentiment, getUrgencyScore, combineUrgency, } from './sentiment.js';
+export { EntityExtractionService, getEntityExtractionService, extractEntities, extractEntitiesRegex, mergeEntities, hasOrderReference, hasProductReference, getPrimaryOrderNumber, getTotalAmount, } from './entities.js';
+/**
+ * Run the complete analysis pipeline on a message
+ */
+export async function analyzeMessage(message, options = {}) {
+    const startTime = Date.now();
+    const errors = [];
+    // 1. Intent Classification
+    let intent;
+    try {
+        intent = options.useHeuristics
+            ? classifyIntentHeuristic(message)
+            : await classifyIntent(message, options.conversationContext);
+    }
+    catch (error) {
+        errors.push(`Intent classification failed: ${error instanceof Error ? error.message : 'Unknown'}`);
+        intent = classifyIntentHeuristic(message);
+    }
+    // 2. Sentiment Analysis
+    let sentiment;
+    try {
+        sentiment = options.useHeuristics
+            ? analyzeSentimentHeuristic(message)
+            : await analyzeSentiment(message);
+    }
+    catch (error) {
+        errors.push(`Sentiment analysis failed: ${error instanceof Error ? error.message : 'Unknown'}`);
+        sentiment = analyzeSentimentHeuristic(message);
+    }
+    // 3. Entity Extraction
+    let entities;
+    try {
+        const claudeEntities = options.useHeuristics
+            ? extractEntitiesRegex(message)
+            : await extractEntities(message);
+        const regexEntities = extractEntitiesRegex(message);
+        entities = mergeEntities(claudeEntities, regexEntities);
+    }
+    catch (error) {
+        errors.push(`Entity extraction failed: ${error instanceof Error ? error.message : 'Unknown'}`);
+        entities = extractEntitiesRegex(message);
+    }
+    // 4. Brand Compliance Check
+    let brandCompliance;
+    if (options.skipBrandCompliance) {
+        brandCompliance = {
+            status: 'compliant',
+            score: 100,
+            checkedAt: new Date().toISOString(),
+        };
+    }
+    else {
+        const scanResult = scanMessageContent(message.content);
+        brandCompliance = createComplianceStatusFromScan(scanResult);
+    }
+    // 5. Calculate Urgency Score
+    const urgencyScore = calculateUrgencyScore(sentiment, intent, options.customerTier);
+    // 6. Calculate Overall Confidence
+    const overallConfidence = calculateOverallConfidence(intent.confidence, sentiment, entities);
+    // 7. Determine if Escalation is Required
+    const { escalationRequired, escalationReasons } = determineEscalationRequirement(intent, sentiment, brandCompliance, overallConfidence);
+    // Build the analysis result
+    const result = {
+        messageId: message.id,
+        conversationId: message.conversationId ?? createConversationId('pending'),
+        intent,
+        sentiment,
+        entities,
+        brandCompliance,
+        urgencyScore,
+        overallConfidence,
+        escalationRequired,
+        escalationReasons: escalationReasons.length > 0 ? escalationReasons : undefined,
+        analyzedAt: new Date().toISOString(),
+    };
+    return result;
+}
+/**
+ * Calculate urgency score combining multiple factors
+ */
+function calculateUrgencyScore(sentiment, intent, customerTier) {
+    let score = getUrgencyScore(sentiment.urgency);
+    // Adjust for intent priority
+    if (isHighPriorityIntent(intent.primary)) {
+        score = Math.min(1, score + 0.2);
+    }
+    // Adjust for negative sentiment
+    if (sentiment.category === 'negative') {
+        score = Math.min(1, score + 0.15);
+    }
+    // Adjust for customer tier
+    if (customerTier === 'enterprise') {
+        score = Math.min(1, score + 0.15);
+    }
+    else if (customerTier === 'premium') {
+        score = Math.min(1, score + 0.1);
+    }
+    return Math.round(score * 100) / 100;
+}
+/**
+ * Calculate overall confidence in the analysis
+ */
+function calculateOverallConfidence(intentConfidence, sentiment, entities) {
+    // Base confidence from intent
+    let confidence = intentConfidence * 0.6;
+    // Add confidence if we extracted useful entities
+    const hasUsefulEntities = entities.orderNumbers?.length ||
+        entities.productNames?.length ||
+        entities.productSkus?.length;
+    if (hasUsefulEntities) {
+        confidence += 0.2;
+    }
+    // Sentiment confidence boost for clear sentiment
+    if (Math.abs(sentiment.score) > 0.5) {
+        confidence += 0.1;
+    }
+    // Cap at 0.95 to always leave room for uncertainty
+    return Math.min(0.95, Math.round(confidence * 100) / 100);
+}
+/**
+ * Determine if the message requires escalation to human agents
+ */
+function determineEscalationRequirement(intent, sentiment, brandCompliance, overallConfidence) {
+    const reasons = [];
+    // CRITICAL: Brand compliance violations always require escalation
+    if (brandCompliance.status === 'blocked') {
+        reasons.push(`Forbidden terms detected: ${brandCompliance.detectedTerms?.join(', ')}`);
+    }
+    // Low confidence requires human review
+    if (shouldEscalateByConfidence(overallConfidence)) {
+        reasons.push(`Low analysis confidence: ${Math.round(overallConfidence * 100)}%`);
+    }
+    // Complaints always get human attention
+    if (intent.primary === 'complaint') {
+        reasons.push('Customer complaint requires human attention');
+    }
+    // Critical urgency
+    if (sentiment.urgency === 'critical') {
+        reasons.push('Critical urgency level detected');
+    }
+    // Strong negative sentiment
+    if (shouldConsiderEscalationBySentiment(sentiment)) {
+        reasons.push(`Negative sentiment detected (score: ${sentiment.score.toFixed(2)})`);
+    }
+    // Intent not autonomously handleable
+    if (!isAutonomouslyHandleableIntent(intent.primary)) {
+        reasons.push(`Intent "${intent.primary}" requires human handling`);
+    }
+    return {
+        escalationRequired: reasons.length > 0,
+        escalationReasons: reasons,
+    };
+}
+/**
+ * Quick analysis for message triage (faster, less detailed)
+ */
+export function triageMessage(message) {
+    // Quick brand compliance check
+    const brandScan = scanMessageContent(message.content);
+    if (brandScan.hasForbiddenTerms) {
+        return {
+            priority: 'high',
+            requiresEscalation: true,
+            quickAssessment: `Contains forbidden terms: ${brandScan.detectedTerms.join(', ')}`,
+        };
+    }
+    // Quick sentiment heuristics
+    const sentiment = analyzeSentimentHeuristic(message);
+    if (sentiment.urgency === 'critical') {
+        return {
+            priority: 'critical',
+            requiresEscalation: true,
+            quickAssessment: 'Critical urgency detected',
+        };
+    }
+    if (sentiment.category === 'negative' && sentiment.score < -0.5) {
+        return {
+            priority: 'high',
+            requiresEscalation: false,
+            quickAssessment: 'Strong negative sentiment',
+        };
+    }
+    // Quick intent heuristics
+    const intent = classifyIntentHeuristic(message);
+    if (intent.primary === 'complaint') {
+        return {
+            priority: 'high',
+            requiresEscalation: true,
+            quickAssessment: 'Complaint detected',
+        };
+    }
+    // Default assessment
+    return {
+        priority: sentiment.urgency === 'high' ? 'high' : 'medium',
+        requiresEscalation: false,
+        quickAssessment: `${intent.primary} - ${sentiment.category} sentiment`,
+    };
+}
+/**
+ * Check if a message is processable (not spam, auto-reply, etc.)
+ */
+export function isProcessableMessage(message) {
+    const text = message.content.text.toLowerCase();
+    // Check for auto-reply indicators
+    const autoReplyPatterns = [
+        /out of office/i,
+        /automatic reply/i,
+        /auto-reply/i,
+        /away from/i,
+        /delivery notification/i,
+        /undeliverable/i,
+    ];
+    for (const pattern of autoReplyPatterns) {
+        if (pattern.test(text)) {
+            return { processable: false, reason: 'Auto-reply detected' };
+        }
+    }
+    // Check for empty content
+    if (!text.trim() && !message.content.subject?.trim()) {
+        return { processable: false, reason: 'Empty message' };
+    }
+    return { processable: true };
+}
+//# sourceMappingURL=index.js.map

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package/dist/analysis/intent.d.ts

@@ -0,0 +1,49 @@
+/**
+ * Intent Classification Service
+ *
+ * Categorizes support messages into intent categories using Claude.
+ * Determines what the customer is asking about or trying to accomplish.
+ */
+import type { IntentCategory, IntentClassification, InboundMessage } from '../types.js';
+export declare class IntentClassificationService {
+    private client;
+    private getClient;
+    /**
+     * Classify the intent of a message
+     */
+    classify(message: InboundMessage, conversationContext?: string): Promise<IntentClassification>;
+    /**
+     * Parse the classification response from Claude
+     */
+    private parseClassificationResponse;
+    /**
+     * Validate that a string is a valid intent category
+     */
+    private isValidIntentCategory;
+    /**
+     * Classify intent using heuristics (fallback when Claude is unavailable)
+     */
+    classifyWithHeuristics(message: InboundMessage): IntentClassification;
+}
+export declare function getIntentClassificationService(): IntentClassificationService;
+/**
+ * Classify message intent
+ */
+export declare function classifyIntent(message: InboundMessage, conversationContext?: string): Promise<IntentClassification>;
+/**
+ * Classify intent using heuristics (fallback)
+ */
+export declare function classifyIntentHeuristic(message: InboundMessage): IntentClassification;
+/**
+ * Get intent description
+ */
+export declare function getIntentDescription(intent: IntentCategory): string;
+/**
+ * Check if intent requires immediate attention
+ */
+export declare function isHighPriorityIntent(intent: IntentCategory): boolean;
+/**
+ * Check if intent can likely be handled autonomously
+ */
+export declare function isAutonomouslyHandleableIntent(intent: IntentCategory): boolean;
+//# sourceMappingURL=intent.d.ts.map

package/dist/analysis/intent.d.ts.map

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