catalist-support-agent 1.0.0

package/dist/analysis/intent.js

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+/**
+ * Intent Classification Service
+ *
+ * Categorizes support messages into intent categories using Claude.
+ * Determines what the customer is asking about or trying to accomplish.
+ */
+import Anthropic from '@anthropic-ai/sdk';
+import { config } from '../config.js';
+import { AnalysisError, IntentClassificationError } from '../errors.js';
+// =============================================================================
+// Intent Categories and Descriptions
+// =============================================================================
+const INTENT_DESCRIPTIONS = {
+    order_status: 'Inquiries about order status, tracking, delivery, or shipment updates',
+    pricing_inquiry: 'Questions about product pricing, discounts, MOQ, or price quotes',
+    availability_check: 'Questions about product availability, stock levels, or restocking dates',
+    documentation_request: 'Requests for invoices, receipts, certificates, or other documentation',
+    returns_damages: 'Issues with damaged products, returns, refunds, or exchanges',
+    account_inquiry: 'Questions about account settings, login issues, or account status',
+    product_sourcing: 'Requests to find specific products, brands, or alternatives',
+    onboarding_help: 'New customer setup, getting started questions, or platform guidance',
+    complaint: 'Explicit complaints, frustrations, or negative feedback about service',
+    feedback: 'General feedback, suggestions, or positive comments',
+    general_question: 'General questions about Catalist, policies, or how things work',
+    other: 'Messages that do not fit into any other category',
+};
+// =============================================================================
+// Intent Classification Prompt
+// =============================================================================
+const INTENT_CLASSIFICATION_PROMPT = `You are an intent classification system for Catalist, a B2B marketplace platform.
+
+Your task is to classify customer support messages into one of the following intent categories:
+
+${Object.entries(INTENT_DESCRIPTIONS)
+    .map(([category, description]) => `- **${category}**: ${description}`)
+    .join('\n')}
+
+## Instructions
+
+1. Read the customer message carefully
+2. Consider the primary intent (what they MOST want)
+3. Consider if there's a secondary intent
+4. Provide a confidence score from 0.0 to 1.0
+5. Briefly explain your reasoning
+
+## Response Format
+
+Respond with a JSON object in this exact format:
+{
+  "primary": "intent_category",
+  "secondary": "intent_category or null",
+  "confidence": 0.85,
+  "reasoning": "Brief explanation of classification"
+}
+
+## Important Notes
+
+- Be conservative with confidence scores. Use 0.9+ only when intent is unmistakable.
+- If message mentions multiple topics, choose the most actionable as primary.
+- "complaint" takes precedence if there's explicit frustration, even with another intent.
+- "other" is a last resort when no category fits reasonably.
+`;
+// =============================================================================
+// Intent Classification Service
+// =============================================================================
+export class IntentClassificationService {
+    client = null;
+    getClient() {
+        if (!this.client) {
+            // Use API key if available
+            if (config.claude.apiKey) {
+                this.client = new Anthropic({
+                    apiKey: config.claude.apiKey,
+                });
+            }
+            else {
+                throw new AnalysisError('Claude API key not configured', 'intent', {
+                    context: { reason: 'Missing ANTHROPIC_API_KEY' },
+                });
+            }
+        }
+        return this.client;
+    }
+    /**
+     * Classify the intent of a message
+     */
+    async classify(message, conversationContext) {
+        const startTime = Date.now();
+        try {
+            const client = this.getClient();
+            // Build the message content
+            let content = message.content.text;
+            if (message.content.subject) {
+                content = `Subject: ${message.content.subject}\n\n${content}`;
+            }
+            // Add conversation context if available
+            let systemPrompt = INTENT_CLASSIFICATION_PROMPT;
+            if (conversationContext) {
+                systemPrompt += `\n\n## Previous Conversation Context\n${conversationContext}`;
+            }
+            const response = await client.messages.create({
+                model: config.claude.model,
+                max_tokens: 256,
+                system: systemPrompt,
+                messages: [
+                    {
+                        role: 'user',
+                        content: `Classify the intent of this customer message:\n\n${content}`,
+                    },
+                ],
+            });
+            // Extract the text response
+            const textContent = response.content.find((c) => c.type === 'text');
+            if (!textContent || textContent.type !== 'text') {
+                throw new AnalysisError('No text response from Claude', 'intent');
+            }
+            // Parse the JSON response
+            const result = this.parseClassificationResponse(textContent.text);
+            // Validate the classification
+            if (!this.isValidIntentCategory(result.primary)) {
+                throw new IntentClassificationError(`Invalid primary intent: ${result.primary}`, result.confidence, {
+                    messageId: message.id,
+                });
+            }
+            return {
+                primary: result.primary,
+                secondary: result.secondary,
+                confidence: result.confidence,
+                reasoning: result.reasoning,
+            };
+        }
+        catch (error) {
+            if (error instanceof AnalysisError || error instanceof IntentClassificationError) {
+                throw error;
+            }
+            throw new AnalysisError(`Intent classification failed: ${error instanceof Error ? error.message : 'Unknown error'}`, 'intent', {
+                cause: error instanceof Error ? error : undefined,
+                messageId: message.id,
+            });
+        }
+    }
+    /**
+     * Parse the classification response from Claude
+     */
+    parseClassificationResponse(text) {
+        // Try to extract JSON from the response
+        const jsonMatch = text.match(/\{[\s\S]*\}/);
+        if (!jsonMatch) {
+            throw new AnalysisError('Could not parse intent classification JSON', 'intent', {
+                context: { response: text.substring(0, 200) },
+            });
+        }
+        try {
+            const parsed = JSON.parse(jsonMatch[0]);
+            return {
+                primary: parsed.primary ?? 'other',
+                secondary: parsed.secondary ?? null,
+                confidence: Math.min(1, Math.max(0, parsed.confidence ?? 0.5)),
+                reasoning: parsed.reasoning ?? '',
+            };
+        }
+        catch {
+            throw new AnalysisError('Invalid JSON in intent classification response', 'intent', {
+                context: { response: text.substring(0, 200) },
+            });
+        }
+    }
+    /**
+     * Validate that a string is a valid intent category
+     */
+    isValidIntentCategory(category) {
+        return Object.keys(INTENT_DESCRIPTIONS).includes(category);
+    }
+    /**
+     * Classify intent using heuristics (fallback when Claude is unavailable)
+     */
+    classifyWithHeuristics(message) {
+        const text = (message.content.text + ' ' + (message.content.subject ?? '')).toLowerCase();
+        // Define keyword patterns for each intent
+        const patterns = [
+            {
+                intent: 'order_status',
+                keywords: ['order', 'tracking', 'shipment', 'delivery', 'shipped', 'status', 'where is'],
+                weight: 1.0,
+            },
+            {
+                intent: 'pricing_inquiry',
+                keywords: ['price', 'pricing', 'cost', 'discount', 'moq', 'quote', 'how much'],
+                weight: 1.0,
+            },
+            {
+                intent: 'availability_check',
+                keywords: ['available', 'in stock', 'stock', 'inventory', 'restock', 'when will'],
+                weight: 1.0,
+            },
+            {
+                intent: 'documentation_request',
+                keywords: ['invoice', 'receipt', 'certificate', 'documentation', 'document', 'coa', 'coc'],
+                weight: 1.0,
+            },
+            {
+                intent: 'returns_damages',
+                keywords: ['return', 'refund', 'damaged', 'broken', 'exchange', 'wrong item', 'defective'],
+                weight: 1.2,
+            },
+            {
+                intent: 'account_inquiry',
+                keywords: ['account', 'login', 'password', 'sign in', 'access', 'profile'],
+                weight: 1.0,
+            },
+            {
+                intent: 'product_sourcing',
+                keywords: ['looking for', 'source', 'find', 'alternative', 'do you have', 'can you get'],
+                weight: 0.9,
+            },
+            {
+                intent: 'onboarding_help',
+                keywords: ['get started', 'new account', 'how do i', 'first order', 'setup', 'register'],
+                weight: 1.0,
+            },
+            {
+                intent: 'complaint',
+                keywords: [
+                    'disappointed',
+                    'frustrated',
+                    'unacceptable',
+                    'terrible',
+                    'worst',
+                    'complaint',
+                    'upset',
+                ],
+                weight: 1.5,
+            },
+            {
+                intent: 'feedback',
+                keywords: ['suggestion', 'feedback', 'love', 'great', 'awesome', 'recommend'],
+                weight: 0.8,
+            },
+        ];
+        // Score each intent
+        let bestMatch = {
+            intent: 'general_question',
+            score: 0,
+        };
+        let secondBest = null;
+        for (const pattern of patterns) {
+            let score = 0;
+            for (const keyword of pattern.keywords) {
+                if (text.includes(keyword)) {
+                    score += pattern.weight;
+                }
+            }
+            if (score > bestMatch.score) {
+                secondBest = { ...bestMatch };
+                bestMatch = { intent: pattern.intent, score };
+            }
+            else if (!secondBest || score > secondBest.score) {
+                secondBest = { intent: pattern.intent, score };
+            }
+        }
+        // Calculate confidence based on match strength
+        const confidence = Math.min(0.75, bestMatch.score * 0.15);
+        return {
+            primary: bestMatch.intent,
+            secondary: secondBest && secondBest.score > 0.5 ? secondBest.intent : undefined,
+            confidence,
+            reasoning: 'Classified using keyword heuristics (Claude unavailable)',
+        };
+    }
+}
+// =============================================================================
+// Singleton and Utility Functions
+// =============================================================================
+let intentService = null;
+export function getIntentClassificationService() {
+    if (!intentService) {
+        intentService = new IntentClassificationService();
+    }
+    return intentService;
+}
+/**
+ * Classify message intent
+ */
+export async function classifyIntent(message, conversationContext) {
+    return getIntentClassificationService().classify(message, conversationContext);
+}
+/**
+ * Classify intent using heuristics (fallback)
+ */
+export function classifyIntentHeuristic(message) {
+    return getIntentClassificationService().classifyWithHeuristics(message);
+}
+/**
+ * Get intent description
+ */
+export function getIntentDescription(intent) {
+    return INTENT_DESCRIPTIONS[intent];
+}
+/**
+ * Check if intent requires immediate attention
+ */
+export function isHighPriorityIntent(intent) {
+    const highPriority = ['complaint', 'returns_damages'];
+    return highPriority.includes(intent);
+}
+/**
+ * Check if intent can likely be handled autonomously
+ */
+export function isAutonomouslyHandleableIntent(intent) {
+    const autonomous = [
+        'order_status',
+        'pricing_inquiry',
+        'availability_check',
+        'documentation_request',
+        'general_question',
+        'onboarding_help',
+    ];
+    return autonomous.includes(intent);
+}
+//# sourceMappingURL=intent.js.map

package/dist/analysis/intent.js.map

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package/dist/analysis/sentiment.d.ts

@@ -0,0 +1,57 @@
+/**
+ * Sentiment Analysis Service
+ *
+ * Analyzes message sentiment and urgency using Claude.
+ * Determines customer emotional state and time-sensitivity of request.
+ */
+import type { SentimentAnalysis, UrgencyLevel, InboundMessage } from '../types.js';
+export declare class SentimentAnalysisService {
+    private client;
+    private getClient;
+    /**
+     * Analyze sentiment and urgency of a message
+     */
+    analyze(message: InboundMessage): Promise<SentimentAnalysis>;
+    /**
+     * Parse the sentiment response from Claude
+     */
+    private parseSentimentResponse;
+    /**
+     * Validate sentiment category
+     */
+    private validateSentimentCategory;
+    /**
+     * Validate urgency level
+     */
+    private validateUrgencyLevel;
+    /**
+     * Normalize score to expected range
+     */
+    private normalizeScore;
+    /**
+     * Analyze sentiment using heuristics (fallback)
+     */
+    analyzeWithHeuristics(message: InboundMessage): SentimentAnalysis;
+}
+export declare function getSentimentAnalysisService(): SentimentAnalysisService;
+/**
+ * Analyze message sentiment
+ */
+export declare function analyzeSentiment(message: InboundMessage): Promise<SentimentAnalysis>;
+/**
+ * Analyze sentiment using heuristics (fallback)
+ */
+export declare function analyzeSentimentHeuristic(message: InboundMessage): SentimentAnalysis;
+/**
+ * Check if sentiment indicates escalation should be considered
+ */
+export declare function shouldConsiderEscalationBySentiment(sentiment: SentimentAnalysis): boolean;
+/**
+ * Get urgency score (0-1) for ranking
+ */
+export declare function getUrgencyScore(urgency: UrgencyLevel): number;
+/**
+ * Combine urgency from multiple sources
+ */
+export declare function combineUrgency(levels: UrgencyLevel[]): UrgencyLevel;
+//# sourceMappingURL=sentiment.d.ts.map

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

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