catalist-support-agent 1.0.0

package/dist/analysis/sentiment.js

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+/**
+ * Sentiment Analysis Service
+ *
+ * Analyzes message sentiment and urgency using Claude.
+ * Determines customer emotional state and time-sensitivity of request.
+ */
+import Anthropic from '@anthropic-ai/sdk';
+import { config } from '../config.js';
+import { AnalysisError } from '../errors.js';
+// =============================================================================
+// Urgency Signal Keywords
+// =============================================================================
+const URGENCY_KEYWORDS = {
+    critical: [
+        'urgent',
+        'emergency',
+        'asap',
+        'immediately',
+        'right now',
+        'critical',
+        'desperately',
+        'crisis',
+    ],
+    high: [
+        'quickly',
+        'soon as possible',
+        'priority',
+        'important',
+        'need this today',
+        'deadline',
+        'time sensitive',
+        'rush',
+    ],
+    medium: ['when you can', 'appreciate', 'would like', 'please help', 'waiting', 'checking in'],
+    low: ['whenever', 'no rush', 'when convenient', 'just wondering', 'curious'],
+};
+// =============================================================================
+// Sentiment Analysis Prompt
+// =============================================================================
+const SENTIMENT_ANALYSIS_PROMPT = `You are a sentiment and urgency analysis system for customer support messages.
+
+Your task is to analyze:
+1. **Sentiment**: The emotional tone of the message
+2. **Urgency**: How time-sensitive the request is
+
+## Sentiment Categories
+- **positive**: Happy, satisfied, grateful, enthusiastic
+- **neutral**: Matter-of-fact, informational, no strong emotion
+- **negative**: Frustrated, disappointed, angry, upset
+
+## Urgency Levels
+- **critical**: Immediate action required, business-stopping issue
+- **high**: Needs attention soon, deadline mentioned
+- **medium**: Standard request, no specific timeline
+- **low**: No urgency indicated, casual inquiry
+
+## Response Format
+
+Respond with a JSON object in this exact format:
+{
+  "category": "positive|neutral|negative",
+  "score": 0.0 to 1.0 for positive, -1.0 to 0.0 for negative, around 0.0 for neutral,
+  "urgency": "critical|high|medium|low",
+  "urgency_signals": ["list of phrases indicating urgency"],
+  "emotion_indicators": ["list of emotional phrases detected"]
+}
+
+## Important Notes
+
+- Score ranges: positive (0.3 to 1.0), neutral (-0.3 to 0.3), negative (-1.0 to -0.3)
+- Consider context: a "thank you" after a complaint is still likely overall negative
+- ALL CAPS, multiple exclamation marks, or profanity increase urgency/negativity
+- Questions are typically neutral unless accompanied by frustration cues
+`;
+// =============================================================================
+// Sentiment Analysis Service
+// =============================================================================
+export class SentimentAnalysisService {
+    client = null;
+    getClient() {
+        if (!this.client) {
+            if (config.claude.apiKey) {
+                this.client = new Anthropic({
+                    apiKey: config.claude.apiKey,
+                });
+            }
+            else {
+                throw new AnalysisError('Claude API key not configured', 'sentiment', {
+                    context: { reason: 'Missing ANTHROPIC_API_KEY' },
+                });
+            }
+        }
+        return this.client;
+    }
+    /**
+     * Analyze sentiment and urgency of a message
+     */
+    async analyze(message) {
+        try {
+            const client = this.getClient();
+            const content = message.content.text;
+            const response = await client.messages.create({
+                model: config.claude.model,
+                max_tokens: 256,
+                system: SENTIMENT_ANALYSIS_PROMPT,
+                messages: [
+                    {
+                        role: 'user',
+                        content: `Analyze the sentiment and urgency of this customer message:\n\n${content}`,
+                    },
+                ],
+            });
+            const textContent = response.content.find((c) => c.type === 'text');
+            if (!textContent || textContent.type !== 'text') {
+                throw new AnalysisError('No text response from Claude', 'sentiment');
+            }
+            return this.parseSentimentResponse(textContent.text);
+        }
+        catch (error) {
+            if (error instanceof AnalysisError) {
+                throw error;
+            }
+            throw new AnalysisError(`Sentiment analysis failed: ${error instanceof Error ? error.message : 'Unknown error'}`, 'sentiment', {
+                cause: error instanceof Error ? error : undefined,
+                messageId: message.id,
+            });
+        }
+    }
+    /**
+     * Parse the sentiment response from Claude
+     */
+    parseSentimentResponse(text) {
+        const jsonMatch = text.match(/\{[\s\S]*\}/);
+        if (!jsonMatch) {
+            throw new AnalysisError('Could not parse sentiment analysis JSON', 'sentiment', {
+                context: { response: text.substring(0, 200) },
+            });
+        }
+        try {
+            const parsed = JSON.parse(jsonMatch[0]);
+            const category = this.validateSentimentCategory(parsed.category);
+            const urgency = this.validateUrgencyLevel(parsed.urgency);
+            const score = this.normalizeScore(parsed.score, category);
+            return {
+                category,
+                score,
+                urgency,
+                urgencySignals: parsed.urgency_signals ?? [],
+            };
+        }
+        catch {
+            throw new AnalysisError('Invalid JSON in sentiment analysis response', 'sentiment', {
+                context: { response: text.substring(0, 200) },
+            });
+        }
+    }
+    /**
+     * Validate sentiment category
+     */
+    validateSentimentCategory(category) {
+        if (category === 'positive' || category === 'neutral' || category === 'negative') {
+            return category;
+        }
+        return 'neutral';
+    }
+    /**
+     * Validate urgency level
+     */
+    validateUrgencyLevel(urgency) {
+        if (urgency === 'critical' ||
+            urgency === 'high' ||
+            urgency === 'medium' ||
+            urgency === 'low') {
+            return urgency;
+        }
+        return 'medium';
+    }
+    /**
+     * Normalize score to expected range
+     */
+    normalizeScore(score, category) {
+        if (typeof score !== 'number' || isNaN(score)) {
+            // Default scores based on category
+            switch (category) {
+                case 'positive':
+                    return 0.5;
+                case 'negative':
+                    return -0.5;
+                default:
+                    return 0;
+            }
+        }
+        return Math.max(-1, Math.min(1, score));
+    }
+    /**
+     * Analyze sentiment using heuristics (fallback)
+     */
+    analyzeWithHeuristics(message) {
+        const text = message.content.text.toLowerCase();
+        // Sentiment indicators
+        const positiveWords = [
+            'thank',
+            'thanks',
+            'great',
+            'awesome',
+            'excellent',
+            'appreciate',
+            'love',
+            'perfect',
+            'wonderful',
+        ];
+        const negativeWords = [
+            'frustrated',
+            'disappointed',
+            'angry',
+            'upset',
+            'terrible',
+            'awful',
+            'horrible',
+            'unacceptable',
+            'problem',
+            'issue',
+            'complaint',
+            'wrong',
+        ];
+        let positiveScore = 0;
+        let negativeScore = 0;
+        for (const word of positiveWords) {
+            if (text.includes(word))
+                positiveScore++;
+        }
+        for (const word of negativeWords) {
+            if (text.includes(word))
+                negativeScore++;
+        }
+        // Check for emphatic indicators
+        const hasAllCaps = /[A-Z]{4,}/.test(message.content.text);
+        const hasMultipleExclamation = /!{2,}/.test(message.content.text);
+        if (hasAllCaps || hasMultipleExclamation) {
+            negativeScore += 1;
+        }
+        // Determine category and score
+        let category;
+        let score;
+        if (negativeScore > positiveScore) {
+            category = 'negative';
+            score = -0.3 - negativeScore * 0.15;
+        }
+        else if (positiveScore > negativeScore) {
+            category = 'positive';
+            score = 0.3 + positiveScore * 0.15;
+        }
+        else {
+            category = 'neutral';
+            score = 0;
+        }
+        score = Math.max(-1, Math.min(1, score));
+        // Detect urgency
+        const urgencySignals = [];
+        let urgency = 'medium';
+        for (const [level, keywords] of Object.entries(URGENCY_KEYWORDS)) {
+            for (const keyword of keywords) {
+                if (text.includes(keyword)) {
+                    urgencySignals.push(keyword);
+                    if (level === 'critical' ||
+                        (level === 'high' && urgency !== 'critical') ||
+                        (level === 'low' && urgency === 'medium')) {
+                        urgency = level;
+                    }
+                }
+            }
+        }
+        return {
+            category,
+            score,
+            urgency,
+            urgencySignals,
+        };
+    }
+}
+// =============================================================================
+// Singleton and Utility Functions
+// =============================================================================
+let sentimentService = null;
+export function getSentimentAnalysisService() {
+    if (!sentimentService) {
+        sentimentService = new SentimentAnalysisService();
+    }
+    return sentimentService;
+}
+/**
+ * Analyze message sentiment
+ */
+export async function analyzeSentiment(message) {
+    return getSentimentAnalysisService().analyze(message);
+}
+/**
+ * Analyze sentiment using heuristics (fallback)
+ */
+export function analyzeSentimentHeuristic(message) {
+    return getSentimentAnalysisService().analyzeWithHeuristics(message);
+}
+/**
+ * Check if sentiment indicates escalation should be considered
+ */
+export function shouldConsiderEscalationBySentiment(sentiment) {
+    // Escalate if:
+    // - Negative sentiment with strong negativity (score < -0.6)
+    // - Critical urgency
+    // - High urgency combined with negative sentiment
+    if (sentiment.urgency === 'critical') {
+        return true;
+    }
+    if (sentiment.category === 'negative' && sentiment.score < -0.6) {
+        return true;
+    }
+    if (sentiment.urgency === 'high' && sentiment.category === 'negative') {
+        return true;
+    }
+    return false;
+}
+/**
+ * Get urgency score (0-1) for ranking
+ */
+export function getUrgencyScore(urgency) {
+    switch (urgency) {
+        case 'critical':
+            return 1.0;
+        case 'high':
+            return 0.75;
+        case 'medium':
+            return 0.5;
+        case 'low':
+            return 0.25;
+        default:
+            return 0.5;
+    }
+}
+/**
+ * Combine urgency from multiple sources
+ */
+export function combineUrgency(levels) {
+    if (levels.includes('critical'))
+        return 'critical';
+    if (levels.includes('high'))
+        return 'high';
+    if (levels.includes('medium'))
+        return 'medium';
+    return 'low';
+}
+//# sourceMappingURL=sentiment.js.map

package/dist/analysis/sentiment.js.map

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package/dist/brand/compliance.d.ts

@@ -0,0 +1,122 @@
+/**
+ * Brand Compliance Utilities
+ *
+ * Validates response text against Catalist brand guidelines:
+ * - Ensures marketplace-appropriate language
+ * - Rejects vendor/distributor-style communication
+ * - Enforces tone guidelines based on customer sentiment
+ * - Validates response passes brand test before sending
+ *
+ * CRITICAL: Every generated response MUST pass brand compliance before delivery.
+ */
+import { type ForbiddenTermsScanResult } from './forbidden-terms.js';
+import type { BrandComplianceStatus, SentimentCategory } from '../types.js';
+export declare class BrandTerminologyEnforcer {
+    private preferredTerms;
+    private vendorPhrasePatterns;
+    constructor();
+    private escapeRegex;
+    /**
+     * Check if text contains vendor-style positioning
+     */
+    containsVendorStyleLanguage(text: string): {
+        found: boolean;
+        phrases: string[];
+    };
+    /**
+     * Suggest corrections for non-preferred terminology
+     */
+    suggestCorrections(text: string): TerminologyCorrection[];
+    /**
+     * Apply terminology corrections to text
+     */
+    applyCorrections(text: string): string;
+}
+export interface TerminologyCorrection {
+    original: string;
+    suggested: string;
+    reason: string;
+}
+export interface BrandComplianceCheckResult {
+    passed: boolean;
+    score: number;
+    forbiddenTermsResult: ForbiddenTermsScanResult;
+    vendorStyleCheck: {
+        found: boolean;
+        phrases: string[];
+    };
+    terminologyCorrections: TerminologyCorrection[];
+    toneIssues: string[];
+    overallStatus: BrandComplianceStatus;
+    checkedAt: string;
+}
+export interface ResponseValidationResult {
+    isValid: boolean;
+    complianceCheck: BrandComplianceCheckResult;
+    errors: string[];
+    warnings: string[];
+    canBeSent: boolean;
+    requiresHumanReview: boolean;
+}
+export declare class BrandComplianceChecker {
+    private forbiddenTermsDetector;
+    private terminologyEnforcer;
+    constructor();
+    /**
+     * Perform comprehensive brand compliance check on text
+     */
+    check(text: string, sentiment?: SentimentCategory): BrandComplianceCheckResult;
+    /**
+     * Check for tone issues based on sentiment context
+     */
+    private checkToneIssues;
+    /**
+     * Validate a generated response before sending
+     */
+    validateResponse(responseText: string, sentiment?: SentimentCategory): ResponseValidationResult;
+    /**
+     * Get suggested improvements for a response
+     */
+    getSuggestedImprovements(responseText: string): string;
+}
+export declare function getDefaultChecker(): BrandComplianceChecker;
+/**
+ * Quick brand compliance check
+ */
+export declare function checkBrandCompliance(text: string, sentiment?: SentimentCategory): BrandComplianceCheckResult;
+/**
+ * Validate response before sending
+ */
+export declare function validateResponseForBrand(responseText: string, sentiment?: SentimentCategory): ResponseValidationResult;
+/**
+ * Perform pre-send brand test on response
+ * Throws BrandComplianceError if validation fails
+ */
+export declare function performBrandTest(responseText: string, options?: {
+    sentiment?: SentimentCategory;
+    conversationId?: string;
+    messageId?: string;
+}): void;
+/**
+ * Get brand voice guidelines for a sentiment
+ */
+export declare function getBrandVoiceGuidelines(sentiment: SentimentCategory): {
+    readonly tone: "warm, appreciative, professional";
+    readonly avoid: readonly ["overly casual", "excessive exclamation marks", "slang"];
+    readonly emphasis: readonly ["gratitude", "partnership", "continued support"];
+} | {
+    readonly tone: "professional, helpful, clear";
+    readonly avoid: readonly ["overly formal", "jargon", "condescending"];
+    readonly emphasis: readonly ["clarity", "efficiency", "value"];
+} | {
+    readonly tone: "empathetic, solution-focused, patient";
+    readonly avoid: readonly ["defensive", "dismissive", "blame-shifting"];
+    readonly emphasis: readonly ["acknowledgment", "accountability", "resolution"];
+};
+/**
+ * Apply terminology corrections to improve brand compliance
+ */
+export declare function applyBrandTerminologyCorrections(text: string): string;
+export { ForbiddenTermsDetector } from './forbidden-terms.js';
+export { scanForForbiddenTerms, containsForbiddenTerms, scanMessageContent, createComplianceStatusFromScan, requiresEscalationForForbiddenTerms, } from './forbidden-terms.js';
+//# sourceMappingURL=compliance.d.ts.map

package/dist/brand/compliance.d.ts.map

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