descrybe/apps/api/internal/support/ai_fallback.go

package support

import (
	"context"
	"encoding/json"
	"errors"
	"fmt"
	"log/slog"
	"strconv"
	"strings"

	"github.com/descrybe/descrybe-v2/apps/api/internal/aiaudit"
	"github.com/descrybe/descrybe-v2/apps/api/internal/aiprovider"
	"github.com/descrybe/descrybe-v2/apps/api/internal/processing"
	"github.com/google/uuid"
)

// CompleterSupportAI implements SupportAIRunner using the platform admin
// ai_roles.support completer (aiprovider.RoleSupport). No parallel BYOK store.
type CompleterSupportAI struct {
	// Resolve is optional; when nil, AI (aiprovider.Service) is used.
	Resolve SupportAIResolver
}

// SupportAIResolver resolves RoleSupport completers (aiprovider.Service).
type SupportAIResolver interface {
	ResolveCompleterForRole(ctx context.Context, companyID uuid.UUID, role string) (processing.Completer, string, bool, error)
}

// NewCompleterSupportAI wraps an aiprovider.Service (or test mock).
func NewCompleterSupportAI(r SupportAIResolver) *CompleterSupportAI {
	return &CompleterSupportAI{Resolve: r}
}

// RunAutoReply drafts or auto-sends an AI-assisted reply for a claimed ticket.
func (r *CompleterSupportAI) RunAutoReply(ctx context.Context, svc *Service, claim AutoClaim) error {
	if r == nil || svc == nil || svc.Pool == nil {
		return ErrAIAutoReplyDisabled
	}
	cfg, err := svc.GetAutoConfig(ctx)
	if err != nil {
		return err
	}
	if !cfg.Enabled || !cfg.AIEnabled {
		_ = svc.markAutoAttempt(ctx, claim.TicketID, AutoReplySkipped)
		return ErrAIAutoReplyDisabled
	}

	ticket, err := svc.loadTicketForAI(ctx, claim.TicketID, claim.CompanyID)
	if err != nil {
		return err
	}
	if ticket.AutoReplyDisabled {
		return ErrAutoReplyDisabled
	}

	completer, err := r.resolveCompleter(ctx, claim.CompanyID, cfg)
	if err != nil {
		return svc.handoffAI(ctx, claim, "completer_error", err)
	}
	if completer == nil {
		return svc.handoffAI(ctx, claim, "completer_unset", ErrAIAutoReplyDisabled)
	}

	snippets := svc.kbSnippetsForAI(ctx, ticket)
	subject, body := ticketSubjectAndBody(ticket)
	system, user := BuildAutoReplyMessages(AutoPromptInput{
		Subject:    subject,
		Body:       body,
		Category:   ticket.Category,
		Tags:       ticket.Tags,
		RelatedSKU: ticket.RelatedSKU,
		KBSnippets: snippets,
		TicketID:   ticket.ID,
		CompanyID:  ticket.CompanyID,
	})

	comp, obj, err := processing.CompleteJSON(ctx, completer, system, user, processing.CompleteOptions{
		MaxTokens:   800,
		Temperature: 0.2,
	})
	_ = comp
	if err != nil {
		return svc.handoffAI(ctx, claim, "llm_error", err)
	}

	result, err := parseAIAssistResult(obj)
	if err != nil {
		return svc.handoffAI(ctx, claim, "parse_error", err)
	}

	if result.Handoff || result.Confidence < cfg.AIConfidenceThreshold || strings.TrimSpace(result.Body) == "" {
		return svc.handoffAI(ctx, claim, "low_confidence_or_handoff", nil)
	}

	delivery := cfg.AIDelivery
	if delivery != AIDeliveryAutoSend {
		delivery = AIDeliveryDraft
	}
	internal := delivery == AIDeliveryDraft
	msgBody := strings.TrimSpace(result.Body)
	if internal {
		msgBody = aiDraftBodyPrefix + msgBody
	} else {
		msgBody = labelAIBody(msgBody)
	}

	msgID, err := svc.InsertAutoSystemMessage(ctx, claim, msgBody, AutoSourceAI, result.Confidence, "", nil, internal)
	if err != nil {
		if errors.Is(err, ErrAutoReplyAlreadyPosted) || errors.Is(err, ErrAutoReplyDisabled) {
			return err
		}
		return svc.handoffAI(ctx, claim, "post_error", err)
	}

	meta, _ := json.Marshal(map[string]any{
		"source":     AutoSourceAI,
		"confidence": result.Confidence,
		"delivery":   delivery,
		"citations":  result.Citations,
		"handoff":    false,
	})
	activity := ActivityAIDraft
	if !internal {
		activity = ActivityAISent
		if err := svc.notifyAutoReplyCustomer(ctx, ticket.CreatedByUserID, claim.TicketID, msgID); err != nil {
			slog.Warn("support_auto_ai_notify_failed",
				"ticket_id", claim.TicketID.String(),
				"company_id", claim.CompanyID.String(),
				"err", RedactForAutoLog(err.Error()),
			)
		}
	}
	status := AutoReplyAISent
	if internal {
		status = AutoReplyAIDraft
	}
	_ = svc.RecordAutoReplyOutcome(ctx, claim.TicketID, status, false, &msgID, meta, activity)

	slog.Info("support_auto_ai_ok",
		"ticket_id", claim.TicketID.String(),
		"company_id", claim.CompanyID.String(),
		"delivery", delivery,
		"confidence", result.Confidence,
	)
	return nil
}

func (r *CompleterSupportAI) resolveCompleter(ctx context.Context, companyID uuid.UUID, cfg AutoConfig) (processing.Completer, error) {
	resolver := r.Resolve
	if resolver == nil {
		return nil, nil
	}
	ctx = aiaudit.WithCall(ctx, aiaudit.CallContext{CompanyID: companyID, Role: aiaudit.RoleSupport})
	c, _, _, err := resolver.ResolveCompleterForRole(ctx, companyID, aiprovider.RoleSupport)
	if err != nil {
		return nil, err
	}
	if c == nil {
		return nil, nil
	}
	// Optional model/base_url overrides — same API key, never a second secret store.
	if oc, ok := c.(*processing.OpenAIClient); ok && cfg.AIUseGlobalSupportRole {
		if m := strings.TrimSpace(cfg.AIModelOverride); m != "" {
			oc.Model = m
		}
		if u := strings.TrimSpace(cfg.AIBaseURLOverride); u != "" {
			oc.BaseURL = strings.TrimRight(u, "/")
		}
	}
	return c, nil
}

type aiAssistResult struct {
	Body       string
	Confidence float64
	Handoff    bool
	Citations  []string
}

func parseAIAssistResult(obj map[string]any) (aiAssistResult, error) {
	var out aiAssistResult
	if obj == nil {
		return out, fmt.Errorf("empty AI result")
	}
	if v, ok := obj["body"].(string); ok {
		out.Body = strings.TrimSpace(v)
	}
	out.Confidence = asFloat01(obj["confidence"])
	if v, ok := obj["handoff"].(bool); ok {
		out.Handoff = v
	}
	if arr, ok := obj["citations"].([]any); ok {
		for _, item := range arr {
			if s, ok := item.(string); ok && strings.TrimSpace(s) != "" {
				out.Citations = append(out.Citations, strings.TrimSpace(s))
			}
		}
	}
	return out, nil
}

func asFloat01(v any) float64 {
	switch t := v.(type) {
	case float64:
		return clamp01(t)
	case float32:
		return clamp01(float64(t))
	case int:
		return clamp01(float64(t))
	case json.Number:
		f, err := t.Float64()
		if err != nil {
			return 0
		}
		return clamp01(f)
	case string:
		f, err := strconv.ParseFloat(strings.TrimSpace(t), 64)
		if err != nil {
			return 0
		}
		return clamp01(f)
	default:
		return 0
	}
}

func clamp01(f float64) float64 {
	if f < 0 {
		return 0
	}
	if f > 1 {
		return 1
	}
	return f
}

func labelAIBody(body string) string {
	body = strings.TrimSpace(body)
	if strings.Contains(body, "AI-assisted reply") {
		return body
	}
	return body + aiAssistedFooter
}

func ticketSubjectAndBody(t Ticket) (subject, body string) {
	subject = t.Subject
	for i := len(t.Messages) - 1; i >= 0; i-- {
		m := t.Messages[i]
		if m.AuthorRole == "user" && !m.IsInternalNote {
			return subject, m.Body
		}
	}
	if len(t.Messages) > 0 {
		return subject, t.Messages[0].Body
	}
	return subject, ""
}

func (s *Service) loadTicketForAI(ctx context.Context, ticketID, companyID uuid.UUID) (Ticket, error) {
	t, err := s.GetAdmin(ctx, ticketID)
	if err != nil {
		return Ticket{}, err
	}
	if t.CompanyID != companyID {
		return Ticket{}, ErrForbidden
	}
	return t, nil
}

func (s *Service) kbSnippetsForAI(ctx context.Context, ticket Ticket) []KBSnippet {
	arts, _, err := s.loadMatchCorpus(ctx)
	if err != nil || len(arts) == 0 {
		return nil
	}
	subject, body := ticketSubjectAndBody(ticket)
	haystack := strings.ToLower(strings.TrimSpace(subject + " " + body))
	tokens := tokenizeMatchText(haystack)

	type scored struct {
		art   KBArticle
		score float64
	}
	var ranked []scored
	for _, a := range arts {
		if !a.IsPublished {
			continue
		}
		sc := scoreCorpusItem(haystack, tokens, ticket.Category, a.Keywords, a.IntentKeys, a.CategorySlugs, a.PriorityWeight)
		if sc <= 0 {
			continue
		}
		ranked = append(ranked, scored{art: a, score: sc})
	}
	// Simple insertion sort by score desc (corpus is small).
	for i := 1; i < len(ranked); i++ {
		j := i
		for j > 0 && ranked[j].score > ranked[j-1].score {
			ranked[j], ranked[j-1] = ranked[j-1], ranked[j]
			j--
		}
	}
	const maxN = 5
	out := make([]KBSnippet, 0, maxN)
	for i := 0; i < len(ranked) && i < maxN; i++ {
		a := ranked[i].art
		out = append(out, KBSnippet{
			Slug:    a.Slug,
			Title:   a.Title,
			BodyMD:  a.BodyMD,
			Company: uuid.Nil,
		})
	}
	return out
}

func (s *Service) handoffAI(ctx context.Context, claim AutoClaim, reason string, cause error) error {
	meta := map[string]any{
		"source": AutoSourceAI,
		"reason": reason,
	}
	if cause != nil {
		meta["err"] = RedactForAutoLog(cause.Error())
	}
	raw, _ := json.Marshal(meta)
	slog.Info("support_auto_ai_handoff",
		"ticket_id", claim.TicketID.String(),
		"company_id", claim.CompanyID.String(),
		"reason", reason,
	)

	noteID, noteErr := s.InsertAutoSystemMessage(ctx, claim, humanReviewNote, AutoSourceAI, 0, "", nil, true)
	if noteErr != nil && !errors.Is(noteErr, ErrAutoReplyAlreadyPosted) && !errors.Is(noteErr, ErrAutoReplyDisabled) {
		// Fall through to status update even if note fails (e.g. missing columns).
		slog.Warn("support_auto_ai_handoff_note_failed",
			"ticket_id", claim.TicketID.String(),
			"company_id", claim.CompanyID.String(),
			"err", RedactForAutoLog(noteErr.Error()),
		)
	}
	var msgPtr *uuid.UUID
	if noteErr == nil {
		msgPtr = &noteID
	}
	_ = s.RecordAutoReplyOutcome(ctx, claim.TicketID, AutoReplyHandedOff, true, msgPtr, raw, ActivityHandedOff)
	_ = s.markAutoHandOff(ctx, claim.TicketID)
	if cause != nil {
		return cause
	}
	return nil
}

func (s *Service) notifyAutoReplyCustomer(ctx context.Context, userID, ticketID, msgID uuid.UUID) error {
	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return err
	}
	defer func() { _ = tx.Rollback(ctx) }()
	if err := insertNotification(ctx, tx, userID, ticketID, &msgID, "auto_reply"); err != nil {
		if err2 := insertNotification(ctx, tx, userID, ticketID, &msgID, "agent_reply"); err2 != nil {
			return err
		}
	}
	return tx.Commit(ctx)
}

// Ensure CompleterSupportAI stays compatible with aiprovider.Service method set.
var _ SupportAIResolver = (*aiprovider.Service)(nil)