catalist-support-agent 1.0.0

package/dist/brand/compliance.js

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+/**
+ * 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 { config } from '../config.js';
+import { ForbiddenTermsDetector, scanForForbiddenTermsDetailed, } from './forbidden-terms.js';
+import { ForbiddenTermsDetectedError, BrandComplianceError } from '../errors.js';
+// =============================================================================
+// Brand Voice Guidelines
+// =============================================================================
+/**
+ * Brand voice characteristics by sentiment context
+ */
+const BRAND_VOICE_GUIDELINES = {
+    // When customer is positive/satisfied
+    positive: {
+        tone: 'warm, appreciative, professional',
+        avoid: ['overly casual', 'excessive exclamation marks', 'slang'],
+        emphasis: ['gratitude', 'partnership', 'continued support'],
+    },
+    // When customer is neutral
+    neutral: {
+        tone: 'professional, helpful, clear',
+        avoid: ['overly formal', 'jargon', 'condescending'],
+        emphasis: ['clarity', 'efficiency', 'value'],
+    },
+    // When customer is negative/frustrated
+    negative: {
+        tone: 'empathetic, solution-focused, patient',
+        avoid: ['defensive', 'dismissive', 'blame-shifting'],
+        emphasis: ['acknowledgment', 'accountability', 'resolution'],
+    },
+};
+/**
+ * Terms we prefer over alternatives (brand positioning)
+ */
+const PREFERRED_TERMINOLOGY = {
+    // We are a marketplace, not a distributor
+    'wholesale distributor': 'B2B marketplace',
+    'wholesale supplier': 'marketplace',
+    distributor: 'marketplace',
+    vendor: 'brand partner',
+    supplier: 'seller',
+    customer: 'buyer',
+    'wholesale price': 'marketplace price',
+    'wholesale pricing': 'marketplace pricing',
+    'wholesale account': 'buyer account',
+    // Preferred brand terminology
+    catalist: 'Catalist',
+    'catalist deals': 'Catalist',
+    'catalist group': 'Catalist',
+};
+/**
+ * Phrases that indicate vendor/distributor positioning (should be avoided)
+ */
+const VENDOR_STYLE_PHRASES = [
+    'we carry',
+    'we stock',
+    'our inventory',
+    'our warehouse',
+    'we distribute',
+    'our distribution',
+    'we wholesale',
+    'wholesale to you',
+    'we are a distributor',
+    'we are distributors',
+    'as your distributor',
+    'as your supplier',
+    'as a wholesale',
+];
+// =============================================================================
+// Brand Terminology Enforcer
+// =============================================================================
+export class BrandTerminologyEnforcer {
+    preferredTerms;
+    vendorPhrasePatterns;
+    constructor() {
+        // Build preferred term replacement patterns
+        this.preferredTerms = new Map();
+        const customTerms = config.brandCompliance.enforcedTerminology?.preferredTerms ?? {};
+        const allPreferredTerms = { ...PREFERRED_TERMINOLOGY, ...customTerms };
+        for (const [incorrect, correct] of Object.entries(allPreferredTerms)) {
+            const pattern = new RegExp(`\\b${this.escapeRegex(incorrect)}\\b`, 'gi');
+            this.preferredTerms.set(pattern, correct);
+        }
+        // Build vendor phrase detection patterns
+        this.vendorPhrasePatterns = VENDOR_STYLE_PHRASES.map((phrase) => new RegExp(`\\b${this.escapeRegex(phrase)}\\b`, 'gi'));
+    }
+    escapeRegex(text) {
+        return text.replace(/[.*+?^${}()|[\]\\]/g, '\\$&');
+    }
+    /**
+     * Check if text contains vendor-style positioning
+     */
+    containsVendorStyleLanguage(text) {
+        const foundPhrases = [];
+        for (const pattern of this.vendorPhrasePatterns) {
+            pattern.lastIndex = 0;
+            const match = text.match(pattern);
+            if (match) {
+                foundPhrases.push(...match);
+            }
+        }
+        return {
+            found: foundPhrases.length > 0,
+            phrases: [...new Set(foundPhrases)],
+        };
+    }
+    /**
+     * Suggest corrections for non-preferred terminology
+     */
+    suggestCorrections(text) {
+        const corrections = [];
+        for (const [pattern, replacement] of this.preferredTerms) {
+            pattern.lastIndex = 0;
+            const matches = text.match(pattern);
+            if (matches) {
+                for (const match of matches) {
+                    corrections.push({
+                        original: match,
+                        suggested: replacement,
+                        reason: `Use "${replacement}" instead of "${match}" for brand-consistent messaging`,
+                    });
+                }
+            }
+        }
+        return corrections;
+    }
+    /**
+     * Apply terminology corrections to text
+     */
+    applyCorrections(text) {
+        let corrected = text;
+        for (const [pattern, replacement] of this.preferredTerms) {
+            corrected = corrected.replace(pattern, replacement);
+        }
+        return corrected;
+    }
+}
+// =============================================================================
+// Brand Compliance Checker
+// =============================================================================
+export class BrandComplianceChecker {
+    forbiddenTermsDetector;
+    terminologyEnforcer;
+    constructor() {
+        this.forbiddenTermsDetector = new ForbiddenTermsDetector();
+        this.terminologyEnforcer = new BrandTerminologyEnforcer();
+    }
+    /**
+     * Perform comprehensive brand compliance check on text
+     */
+    check(text, sentiment = 'neutral') {
+        const now = new Date().toISOString();
+        // 1. Check for forbidden terms (CRITICAL)
+        const forbiddenTermsResult = scanForForbiddenTermsDetailed(text);
+        // 2. Check for vendor-style language
+        const vendorStyleCheck = this.terminologyEnforcer.containsVendorStyleLanguage(text);
+        // 3. Get terminology corrections
+        const terminologyCorrections = this.terminologyEnforcer.suggestCorrections(text);
+        // 4. Check tone issues based on sentiment context
+        const toneIssues = this.checkToneIssues(text, sentiment);
+        // 5. Calculate overall score
+        let score = 100;
+        // Forbidden terms = immediate fail
+        if (forbiddenTermsResult.hasForbiddenTerms) {
+            score = 0;
+        }
+        else {
+            // Vendor-style language: -30 points per phrase (max -60)
+            score -= Math.min(vendorStyleCheck.phrases.length * 30, 60);
+            // Terminology issues: -5 points per issue (max -20)
+            score -= Math.min(terminologyCorrections.length * 5, 20);
+            // Tone issues: -10 points per issue (max -20)
+            score -= Math.min(toneIssues.length * 10, 20);
+            score = Math.max(0, score);
+        }
+        // 6. Determine overall status
+        let overallStatus;
+        if (forbiddenTermsResult.hasForbiddenTerms) {
+            overallStatus = {
+                status: 'blocked',
+                detectedTerms: forbiddenTermsResult.detectedTerms,
+                blockedAt: now,
+            };
+        }
+        else if (score < 70 || vendorStyleCheck.found) {
+            overallStatus = {
+                status: 'flagged',
+                score,
+                issues: [
+                    ...vendorStyleCheck.phrases.map((p) => `Vendor-style phrase: "${p}"`),
+                    ...terminologyCorrections.map((c) => c.reason),
+                    ...toneIssues,
+                ],
+                checkedAt: now,
+            };
+        }
+        else {
+            overallStatus = {
+                status: 'compliant',
+                score,
+                checkedAt: now,
+            };
+        }
+        return {
+            passed: overallStatus.status === 'compliant',
+            score,
+            forbiddenTermsResult,
+            vendorStyleCheck,
+            terminologyCorrections,
+            toneIssues,
+            overallStatus,
+            checkedAt: now,
+        };
+    }
+    /**
+     * Check for tone issues based on sentiment context
+     */
+    checkToneIssues(text, sentiment) {
+        const issues = [];
+        const guidelines = BRAND_VOICE_GUIDELINES[sentiment];
+        const lowerText = text.toLowerCase();
+        // Check for things to avoid based on sentiment
+        if (sentiment === 'negative') {
+            // Check for defensive language
+            if (lowerText.includes('but you') ||
+                lowerText.includes('however, you') ||
+                lowerText.includes("it's not our")) {
+                issues.push('Avoid defensive language when responding to negative sentiment');
+            }
+            // Check for dismissive language
+            if (lowerText.includes("that's just") ||
+                lowerText.includes('simply') ||
+                lowerText.includes('just need to')) {
+                issues.push('Avoid dismissive language that minimizes customer concerns');
+            }
+        }
+        if (sentiment === 'positive') {
+            // Check for excessive exclamation marks
+            const exclamationCount = (text.match(/!/g) ?? []).length;
+            if (exclamationCount > 2) {
+                issues.push('Reduce exclamation marks for professional tone');
+            }
+        }
+        // Universal checks
+        // All caps words (excluding common acronyms)
+        const capsWords = text.match(/\b[A-Z]{4,}\b/g) ?? [];
+        const nonAcronymCaps = capsWords.filter((w) => !['ASAP', 'FYI', 'ETA', 'SKU', 'MOQ', 'MSRP', 'COD', 'FOB'].includes(w));
+        if (nonAcronymCaps.length > 0) {
+            issues.push('Avoid all-caps text for professional tone');
+        }
+        return issues;
+    }
+    /**
+     * Validate a generated response before sending
+     */
+    validateResponse(responseText, sentiment = 'neutral') {
+        const complianceCheck = this.check(responseText, sentiment);
+        const errors = [];
+        const warnings = [];
+        // Forbidden terms = error (cannot send)
+        if (complianceCheck.forbiddenTermsResult.hasForbiddenTerms) {
+            errors.push(`Response contains forbidden terms: ${complianceCheck.forbiddenTermsResult.detectedTerms.join(', ')}`);
+        }
+        // Vendor-style language = error in strict mode, warning otherwise
+        if (complianceCheck.vendorStyleCheck.found) {
+            const message = `Response contains vendor-style language: ${complianceCheck.vendorStyleCheck.phrases.join(', ')}`;
+            if (config.brandCompliance.voiceEnforcementLevel === 'strict') {
+                errors.push(message);
+            }
+            else {
+                warnings.push(message);
+            }
+        }
+        // Terminology corrections = warnings
+        for (const correction of complianceCheck.terminologyCorrections) {
+            warnings.push(correction.reason);
+        }
+        // Tone issues = warnings
+        for (const issue of complianceCheck.toneIssues) {
+            warnings.push(issue);
+        }
+        const canBeSent = errors.length === 0 ||
+            (!config.brandCompliance.preSendValidation &&
+                !complianceCheck.forbiddenTermsResult.hasForbiddenTerms);
+        const requiresHumanReview = complianceCheck.forbiddenTermsResult.hasForbiddenTerms ||
+            (config.brandCompliance.voiceEnforcementLevel === 'strict' &&
+                complianceCheck.vendorStyleCheck.found);
+        return {
+            isValid: complianceCheck.passed,
+            complianceCheck,
+            errors,
+            warnings,
+            canBeSent,
+            requiresHumanReview,
+        };
+    }
+    /**
+     * Get suggested improvements for a response
+     */
+    getSuggestedImprovements(responseText) {
+        let improved = responseText;
+        // Apply terminology corrections
+        improved = this.terminologyEnforcer.applyCorrections(improved);
+        return improved;
+    }
+}
+// =============================================================================
+// Singleton and Utility Functions
+// =============================================================================
+let defaultChecker = null;
+export function getDefaultChecker() {
+    if (!defaultChecker) {
+        defaultChecker = new BrandComplianceChecker();
+    }
+    return defaultChecker;
+}
+/**
+ * Quick brand compliance check
+ */
+export function checkBrandCompliance(text, sentiment = 'neutral') {
+    return getDefaultChecker().check(text, sentiment);
+}
+/**
+ * Validate response before sending
+ */
+export function validateResponseForBrand(responseText, sentiment = 'neutral') {
+    return getDefaultChecker().validateResponse(responseText, sentiment);
+}
+/**
+ * Perform pre-send brand test on response
+ * Throws BrandComplianceError if validation fails
+ */
+export function performBrandTest(responseText, options) {
+    if (!config.brandCompliance.enabled || !config.brandCompliance.preSendValidation) {
+        return;
+    }
+    const result = validateResponseForBrand(responseText, options?.sentiment ?? 'neutral');
+    if (result.complianceCheck.forbiddenTermsResult.hasForbiddenTerms) {
+        throw new ForbiddenTermsDetectedError(result.complianceCheck.forbiddenTermsResult.detectedTerms, 'generated_response', {
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+    }
+    if (!result.canBeSent) {
+        throw new BrandComplianceError(`Response failed brand compliance check: ${result.errors.join('; ')}`, 'pre_send_validation_failed', {
+            complianceScore: result.complianceCheck.score,
+            conversationId: options?.conversationId,
+            messageId: options?.messageId,
+        });
+    }
+}
+/**
+ * Get brand voice guidelines for a sentiment
+ */
+export function getBrandVoiceGuidelines(sentiment) {
+    return BRAND_VOICE_GUIDELINES[sentiment];
+}
+/**
+ * Apply terminology corrections to improve brand compliance
+ */
+export function applyBrandTerminologyCorrections(text) {
+    return getDefaultChecker().getSuggestedImprovements(text);
+}
+// =============================================================================
+// Exports for Brand Module
+// =============================================================================
+export { ForbiddenTermsDetector } from './forbidden-terms.js';
+export { scanForForbiddenTerms, containsForbiddenTerms, scanMessageContent, createComplianceStatusFromScan, requiresEscalationForForbiddenTerms, } from './forbidden-terms.js';
+//# sourceMappingURL=compliance.js.map

package/dist/brand/compliance.js.map

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package/dist/brand/forbidden-terms.d.ts

@@ -0,0 +1,99 @@
+/**
+ * Forbidden Terms Detector
+ *
+ * Scans text for marketplace-specific terminology that requires escalation.
+ * This is a critical component for maintaining Catalist's brand positioning
+ * as an "AI-native B2B marketplace" (NOT a wholesale distributor).
+ *
+ * CRITICAL: Any message containing forbidden terms MUST be escalated to humans.
+ * The agent cannot autonomously respond to these messages.
+ */
+import type { BrandComplianceStatus } from '../types.js';
+export declare class ForbiddenTermsDetector {
+    private patterns;
+    private terms;
+    private termPatternMap;
+    constructor(customTerms?: string[]);
+    /**
+     * Build a regex pattern for a term that handles:
+     * - Word boundaries
+     * - Case insensitivity
+     * - Common variations (plurals, etc.)
+     * - Special characters in terms
+     */
+    private buildPattern;
+    /**
+     * Scan text for forbidden terms
+     * Returns array of detected terms (empty if none found)
+     */
+    scan(text: string): string[];
+    /**
+     * Quick check if text contains any forbidden terms
+     */
+    containsForbiddenTerms(text: string): boolean;
+    /**
+     * Get detailed scan results with positions
+     */
+    scanWithPositions(text: string): ForbiddenTermMatch[];
+    /**
+     * Normalize text for consistent matching
+     */
+    private normalizeText;
+    /**
+     * Extract surrounding context for a match
+     */
+    private extractContext;
+    /**
+     * Add additional terms at runtime
+     */
+    addTerms(terms: string[]): void;
+    /**
+     * Get all registered forbidden terms
+     */
+    getTerms(): string[];
+}
+export interface ForbiddenTermMatch {
+    term: string;
+    matchedText: string;
+    position: number;
+    context: string;
+}
+export interface ForbiddenTermsScanResult {
+    hasForbiddenTerms: boolean;
+    detectedTerms: string[];
+    matches: ForbiddenTermMatch[];
+    scannedAt: string;
+}
+/**
+ * Get the default forbidden terms detector (singleton)
+ */
+export declare function getDefaultDetector(): ForbiddenTermsDetector;
+/**
+ * Quick check if text contains forbidden terms
+ */
+export declare function containsForbiddenTerms(text: string): boolean;
+/**
+ * Scan text for forbidden terms and return all detected terms
+ */
+export declare function scanForForbiddenTerms(text: string): string[];
+/**
+ * Get detailed scan results
+ */
+export declare function scanForForbiddenTermsDetailed(text: string): ForbiddenTermsScanResult;
+/**
+ * Scan message content (handles both plain text and HTML)
+ */
+export declare function scanMessageContent(content: {
+    text?: string;
+    html?: string;
+    subject?: string;
+}): ForbiddenTermsScanResult;
+/**
+ * Create brand compliance status from scan result
+ */
+export declare function createComplianceStatusFromScan(scanResult: ForbiddenTermsScanResult): BrandComplianceStatus;
+/**
+ * Check if escalation is required based on forbidden terms
+ */
+export declare function requiresEscalationForForbiddenTerms(text: string): boolean;
+//# sourceMappingURL=forbidden-terms.d.ts.map

package/dist/brand/forbidden-terms.d.ts.map

@@ -0,0 +1 @@
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