|
| 1 | +""" |
| 2 | +Customer Service Tools for Claude |
| 3 | +Implements tool functions for processing support tickets |
| 4 | +""" |
| 5 | + |
| 6 | +import json |
| 7 | +from typing import Literal |
| 8 | + |
| 9 | +from anthropic import beta_tool |
| 10 | + |
| 11 | +from .customer_service_api import ( |
| 12 | + KNOWLEDGE_BASE, |
| 13 | + TEAM_ROUTING, |
| 14 | + Ticket, |
| 15 | + TicketCategory, |
| 16 | + TicketGenerator, |
| 17 | + TicketPriority, |
| 18 | + TicketStatus, |
| 19 | +) |
| 20 | + |
| 21 | +# Global state for demo purposes - in production this would be a database |
| 22 | +_ticket_queue: list[Ticket] = [] |
| 23 | +_current_tickets: dict[str, Ticket] = {} |
| 24 | +_queue_index = 0 |
| 25 | + |
| 26 | + |
| 27 | +def initialize_ticket_queue(count: int = 25): |
| 28 | + """Initialize the ticket queue with generated tickets""" |
| 29 | + global _ticket_queue, _queue_index, _current_tickets |
| 30 | + _ticket_queue = TicketGenerator.generate_batch(count) |
| 31 | + _queue_index = 0 |
| 32 | + _current_tickets = {} |
| 33 | + |
| 34 | + |
| 35 | +def _get_ticket(ticket_id: str) -> Ticket | None: |
| 36 | + """Helper to retrieve a ticket by ID""" |
| 37 | + return _current_tickets.get(ticket_id) |
| 38 | + |
| 39 | + |
| 40 | +def _serialize_ticket(ticket: Ticket) -> str: |
| 41 | + """Convert ticket to JSON string""" |
| 42 | + return json.dumps( |
| 43 | + { |
| 44 | + "id": ticket.id, |
| 45 | + "customer_name": ticket.customer_name, |
| 46 | + "customer_email": ticket.customer_email, |
| 47 | + "subject": ticket.subject, |
| 48 | + "description": ticket.description, |
| 49 | + "category": ticket.category.value if ticket.category else None, |
| 50 | + "priority": ticket.priority.value if ticket.priority else None, |
| 51 | + "status": ticket.status.value, |
| 52 | + "created_at": ticket.created_at.isoformat() if ticket.created_at else None, |
| 53 | + "assigned_team": ticket.assigned_team, |
| 54 | + "notes": ticket.notes, |
| 55 | + }, |
| 56 | + indent=2, |
| 57 | + ) |
| 58 | + |
| 59 | + |
| 60 | +@beta_tool |
| 61 | +def get_next_ticket() -> str: |
| 62 | + """ |
| 63 | + Get the next unprocessed ticket from the queue. |
| 64 | + Returns ticket details as JSON string. |
| 65 | + """ |
| 66 | + global _queue_index |
| 67 | + |
| 68 | + if _queue_index >= len(_ticket_queue): |
| 69 | + return json.dumps( |
| 70 | + { |
| 71 | + "error": "No more tickets in queue", |
| 72 | + "processed": _queue_index, |
| 73 | + "total": len(_ticket_queue), |
| 74 | + } |
| 75 | + ) |
| 76 | + |
| 77 | + ticket = _ticket_queue[_queue_index] |
| 78 | + _queue_index += 1 |
| 79 | + _current_tickets[ticket.id] = ticket |
| 80 | + |
| 81 | + return _serialize_ticket(ticket) |
| 82 | + |
| 83 | + |
| 84 | +@beta_tool |
| 85 | +def classify_ticket( |
| 86 | + ticket_id: str, category: Literal["billing", "technical", "account", "product", "shipping"] |
| 87 | +) -> str: |
| 88 | + """ |
| 89 | + Classify a ticket into a category. |
| 90 | +
|
| 91 | + Args: |
| 92 | + ticket_id: The ticket ID |
| 93 | + category: The category to assign |
| 94 | +
|
| 95 | + Returns: |
| 96 | + Confirmation message |
| 97 | + """ |
| 98 | + ticket = _get_ticket(ticket_id) |
| 99 | + if not ticket: |
| 100 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 101 | + |
| 102 | + ticket.category = TicketCategory(category) |
| 103 | + |
| 104 | + return json.dumps( |
| 105 | + { |
| 106 | + "success": True, |
| 107 | + "message": f"Ticket {ticket_id} classified as {category}", |
| 108 | + "ticket_id": ticket_id, |
| 109 | + } |
| 110 | + ) |
| 111 | + |
| 112 | + |
| 113 | +@beta_tool |
| 114 | +def search_knowledge_base(category: str, query: str) -> str: |
| 115 | + """ |
| 116 | + Search the knowledge base for relevant information. |
| 117 | +
|
| 118 | + Args: |
| 119 | + category: The category to search (billing, technical, account) |
| 120 | + query: Keywords to search for |
| 121 | +
|
| 122 | + Returns: |
| 123 | + Relevant knowledge base articles as JSON |
| 124 | + """ |
| 125 | + category_lower = category.lower() |
| 126 | + |
| 127 | + if category_lower not in KNOWLEDGE_BASE: |
| 128 | + return json.dumps( |
| 129 | + { |
| 130 | + "error": f"Category '{category}' not found", |
| 131 | + "available_categories": list(KNOWLEDGE_BASE.keys()), |
| 132 | + } |
| 133 | + ) |
| 134 | + |
| 135 | + category_kb = KNOWLEDGE_BASE[category_lower] |
| 136 | + |
| 137 | + # Simple keyword search |
| 138 | + query_lower = query.lower() |
| 139 | + results = {} |
| 140 | + |
| 141 | + for key, value in category_kb.items(): |
| 142 | + if isinstance(value, dict): |
| 143 | + # Search nested dictionaries |
| 144 | + for sub_key, sub_value in value.items(): |
| 145 | + if query_lower in sub_key.lower() or query_lower in str(sub_value).lower(): |
| 146 | + if key not in results: |
| 147 | + results[key] = {} |
| 148 | + results[key][sub_key] = sub_value |
| 149 | + else: |
| 150 | + # Search flat key-value pairs |
| 151 | + if query_lower in key.lower() or query_lower in value.lower(): |
| 152 | + results[key] = value |
| 153 | + |
| 154 | + return json.dumps( |
| 155 | + { |
| 156 | + "category": category, |
| 157 | + "query": query, |
| 158 | + "results": results if results else category_kb, |
| 159 | + "all_available": category_kb, |
| 160 | + }, |
| 161 | + indent=2, |
| 162 | + ) |
| 163 | + |
| 164 | + |
| 165 | +@beta_tool |
| 166 | +def set_priority(ticket_id: str, priority: Literal["low", "medium", "high", "urgent"]) -> str: |
| 167 | + """ |
| 168 | + Set the priority level for a ticket. |
| 169 | +
|
| 170 | + Args: |
| 171 | + ticket_id: The ticket ID |
| 172 | + priority: Priority level |
| 173 | +
|
| 174 | + Returns: |
| 175 | + Confirmation message |
| 176 | + """ |
| 177 | + ticket = _get_ticket(ticket_id) |
| 178 | + if not ticket: |
| 179 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 180 | + |
| 181 | + old_priority = ticket.priority.value if ticket.priority else "unset" |
| 182 | + ticket.priority = TicketPriority(priority) |
| 183 | + |
| 184 | + return json.dumps( |
| 185 | + { |
| 186 | + "success": True, |
| 187 | + "message": f"Ticket {ticket_id} priority updated from {old_priority} to {priority}", |
| 188 | + "ticket_id": ticket_id, |
| 189 | + "old_priority": old_priority, |
| 190 | + "new_priority": priority, |
| 191 | + } |
| 192 | + ) |
| 193 | + |
| 194 | + |
| 195 | +@beta_tool |
| 196 | +def route_to_team(ticket_id: str, team: str) -> str: |
| 197 | + """ |
| 198 | + Route a ticket to the appropriate support team. |
| 199 | +
|
| 200 | + Args: |
| 201 | + ticket_id: The ticket ID |
| 202 | + team: Team name (billing-team, tech-support, account-services, product-success, logistics-team) |
| 203 | +
|
| 204 | + Returns: |
| 205 | + Confirmation message |
| 206 | + """ |
| 207 | + ticket = _get_ticket(ticket_id) |
| 208 | + if not ticket: |
| 209 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 210 | + |
| 211 | + valid_teams = list(TEAM_ROUTING.values()) |
| 212 | + if team not in valid_teams: |
| 213 | + return json.dumps( |
| 214 | + { |
| 215 | + "error": f"Invalid team '{team}'", |
| 216 | + "valid_teams": valid_teams, |
| 217 | + } |
| 218 | + ) |
| 219 | + |
| 220 | + old_team = ticket.assigned_team |
| 221 | + ticket.assigned_team = team |
| 222 | + ticket.status = TicketStatus.OPEN |
| 223 | + |
| 224 | + return json.dumps( |
| 225 | + { |
| 226 | + "success": True, |
| 227 | + "message": f"Ticket {ticket_id} routed to {team}", |
| 228 | + "ticket_id": ticket_id, |
| 229 | + "old_team": old_team, |
| 230 | + "new_team": team, |
| 231 | + } |
| 232 | + ) |
| 233 | + |
| 234 | + |
| 235 | +@beta_tool |
| 236 | +def draft_response(ticket_id: str, response: str) -> str: |
| 237 | + """ |
| 238 | + Draft a response to the customer. |
| 239 | +
|
| 240 | + Args: |
| 241 | + ticket_id: The ticket ID |
| 242 | + response: The draft response text |
| 243 | +
|
| 244 | + Returns: |
| 245 | + Confirmation that draft was saved |
| 246 | + """ |
| 247 | + ticket = _get_ticket(ticket_id) |
| 248 | + if not ticket: |
| 249 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 250 | + |
| 251 | + # Store draft in notes with special prefix |
| 252 | + draft_note = f"[DRAFT RESPONSE] {response}" |
| 253 | + ticket.notes.append(draft_note) |
| 254 | + |
| 255 | + return json.dumps( |
| 256 | + { |
| 257 | + "success": True, |
| 258 | + "message": f"Draft response saved for ticket {ticket_id}", |
| 259 | + "ticket_id": ticket_id, |
| 260 | + "draft_length": len(response), |
| 261 | + } |
| 262 | + ) |
| 263 | + |
| 264 | + |
| 265 | +@beta_tool |
| 266 | +def add_note(ticket_id: str, note: str) -> str: |
| 267 | + """ |
| 268 | + Add an internal note to the ticket. |
| 269 | +
|
| 270 | + Args: |
| 271 | + ticket_id: The ticket ID |
| 272 | + note: Internal note for team reference |
| 273 | +
|
| 274 | + Returns: |
| 275 | + Confirmation message |
| 276 | + """ |
| 277 | + ticket = _get_ticket(ticket_id) |
| 278 | + if not ticket: |
| 279 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 280 | + |
| 281 | + ticket.notes.append(note) |
| 282 | + |
| 283 | + return json.dumps( |
| 284 | + { |
| 285 | + "success": True, |
| 286 | + "message": f"Note added to ticket {ticket_id}", |
| 287 | + "ticket_id": ticket_id, |
| 288 | + "total_notes": len(ticket.notes), |
| 289 | + } |
| 290 | + ) |
| 291 | + |
| 292 | + |
| 293 | +@beta_tool |
| 294 | +def mark_complete(ticket_id: str) -> str: |
| 295 | + """ |
| 296 | + Mark ticket as processed and ready for team review. |
| 297 | +
|
| 298 | + Args: |
| 299 | + ticket_id: The ticket ID |
| 300 | +
|
| 301 | + Returns: |
| 302 | + Confirmation and summary of ticket processing |
| 303 | + """ |
| 304 | + ticket = _get_ticket(ticket_id) |
| 305 | + if not ticket: |
| 306 | + return json.dumps({"error": f"Ticket {ticket_id} not found"}) |
| 307 | + |
| 308 | + # Validate ticket is ready for completion |
| 309 | + if not ticket.category: |
| 310 | + return json.dumps({"error": "Cannot complete ticket without category classification"}) |
| 311 | + |
| 312 | + if not ticket.priority: |
| 313 | + return json.dumps({"error": "Cannot complete ticket without priority assignment"}) |
| 314 | + |
| 315 | + if not ticket.assigned_team: |
| 316 | + return json.dumps({"error": "Cannot complete ticket without team routing"}) |
| 317 | + |
| 318 | + ticket.status = TicketStatus.RESOLVED |
| 319 | + |
| 320 | + summary = { |
| 321 | + "success": True, |
| 322 | + "message": f"Ticket {ticket_id} marked complete", |
| 323 | + "ticket_id": ticket_id, |
| 324 | + "summary": { |
| 325 | + "customer": ticket.customer_name, |
| 326 | + "subject": ticket.subject, |
| 327 | + "category": ticket.category.value, |
| 328 | + "priority": ticket.priority.value, |
| 329 | + "assigned_team": ticket.assigned_team, |
| 330 | + "total_notes": len(ticket.notes), |
| 331 | + "status": ticket.status.value, |
| 332 | + }, |
| 333 | + } |
| 334 | + |
| 335 | + return json.dumps(summary, indent=2) |
| 336 | + |
| 337 | + |
| 338 | +# Helper function for demo/testing |
| 339 | +def get_all_tools(): |
| 340 | + """Return all tool functions for registration with Anthropic API""" |
| 341 | + return [ |
| 342 | + get_next_ticket, |
| 343 | + classify_ticket, |
| 344 | + search_knowledge_base, |
| 345 | + set_priority, |
| 346 | + route_to_team, |
| 347 | + draft_response, |
| 348 | + add_note, |
| 349 | + mark_complete, |
| 350 | + ] |
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