Build Laravel 13 ticket assistant with Docker, Livewire admin, and helpdesk scraper command

app/Services/AIClassifierService.php

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+<?php
+
+namespace App\Services;
+
+use App\DTOs\ArticleCandidateDTO;
+use App\DTOs\ClassificationResultDTO;
+use App\Exceptions\OllamaUnavailableException;
+use Illuminate\Support\Facades\Http;
+use Throwable;
+
+class AIClassifierService
+{
+    /** @param array<ArticleCandidateDTO> $candidates */
+    public function rank(string $ticketMessage, array $candidates): ClassificationResultDTO
+    {
+        if ($candidates === []) {
+            return new ClassificationResultDTO(null, 0.0, 'No article candidates available');
+        }
+
+        $articlesBlock = collect($candidates)
+            ->map(fn (ArticleCandidateDTO $item, int $idx) => sprintf(
+                "%d. article_id=%d\nTitle: %s\nContent: %s",
+                $idx + 1,
+                $item->articleId,
+                $item->title,
+                $item->content
+            ))
+            ->implode("\n\n");
+
+        $prompt = <<<PROMPT
+You are a support assistant.
+
+User question:
+"{$ticketMessage}"
+
+Articles:
+{$articlesBlock}
+
+Task:
+- Select the best matching article
+- Return:
+  - article_id
+  - confidence (0-1)
+  - short explanation
+
+Respond in JSON ONLY.
+PROMPT;
+
+        $baseUrl = rtrim((string) config('services.ollama.base_url'), '/');
+
+        try {
+            $response = Http::timeout((int) config('services.ollama.timeout', 30))
+                ->post($baseUrl.'/api/generate', [
+                    'model' => config('services.ollama.chat_model', 'llama3'),
+                    'prompt' => $prompt,
+                    'stream' => false,
+                ])
+                ->throw()
+                ->json();
+        } catch (Throwable $e) {
+            throw new OllamaUnavailableException('Ollama generate endpoint is unavailable', 0, $e);
+        }
+
+        $text = (string) ($response['response'] ?? '{}');
+        $decoded = json_decode($text, true);
+
+        if (!is_array($decoded)) {
+            return new ClassificationResultDTO(
+                articleId: $candidates[0]->articleId,
+                confidence: 0.35,
+                explanation: 'LLM returned invalid JSON; defaulted to top semantic match.',
+                rawResponse: ['raw' => $text]
+            );
+        }
+
+        return new ClassificationResultDTO(
+            articleId: isset($decoded['article_id']) ? (int) $decoded['article_id'] : $candidates[0]->articleId,
+            confidence: isset($decoded['confidence']) ? (float) $decoded['confidence'] : 0.35,
+            explanation: (string) ($decoded['explanation'] ?? 'No explanation provided.'),
+            rawResponse: $decoded
+        );
+    }
+}

app/Services/AdminArticleService.php

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+<?php
+
+namespace App\Services;
+
+use App\Models\Article;
+
+class AdminArticleService
+{
+    public function paginate(int $perPage = 10)
+    {
+        return Article::query()->latest()->paginate($perPage);
+    }
+
+    public function create(string $title, string $content): Article
+    {
+        return Article::query()->create([
+            'title' => trim($title),
+            'content' => trim($content),
+        ]);
+    }
+}

app/Services/AdminDashboardService.php

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+<?php
+
+namespace App\Services;
+
+use App\Models\AIDecision;
+use App\Models\Article;
+use App\Models\Feedback;
+use App\Models\Ticket;
+
+class AdminDashboardService
+{
+    public function stats(): array
+    {
+        return [
+            'articles_count' => Article::query()->count(),
+            'tickets_count' => Ticket::query()->count(),
+            'decisions_count' => AIDecision::query()->count(),
+            'feedback_accuracy' => $this->feedbackAccuracy(),
+        ];
+    }
+
+    public function recentTickets(int $limit = 10)
+    {
+        return Ticket::query()->latest()->limit($limit)->get();
+    }
+
+    public function recentDecisions(int $limit = 10)
+    {
+        return AIDecision::query()->with(['ticket', 'article'])->latest()->limit($limit)->get();
+    }
+
+    private function feedbackAccuracy(): ?float
+    {
+        $total = Feedback::query()->count();
+        if ($total === 0) {
+            return null;
+        }
+
+        $correct = Feedback::query()->where('is_correct', true)->count();
+        return round(($correct / $total) * 100, 2);
+    }
+}

app/Services/AdminTicketService.php

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+<?php
+
+namespace App\Services;
+
+use App\Models\Ticket;
+
+class AdminTicketService
+{
+    public function paginateWithDecision(int $perPage = 10)
+    {
+        return Ticket::query()
+            ->with(['decisions.article'])
+            ->latest()
+            ->paginate($perPage);
+    }
+}

app/Services/EmbeddingService.php

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+<?php
+
+namespace App\Services;
+
+use App\Exceptions\OllamaUnavailableException;
+use App\Models\EmbeddingCache;
+use Illuminate\Support\Facades\Http;
+use Throwable;
+
+class EmbeddingService
+{
+    public function embed(string $text): array
+    {
+        $hash = hash('sha256', $text);
+        $cached = EmbeddingCache::query()->where('text_hash', $hash)->first();
+
+        if ($cached !== null) {
+            return $cached->embedding;
+        }
+
+        $baseUrl = rtrim((string) config('services.ollama.base_url'), '/');
+
+        try {
+            $response = Http::timeout((int) config('services.ollama.timeout', 30))
+                ->post($baseUrl.'/api/embeddings', [
+                    'model' => config('services.ollama.embed_model', 'nomic-embed-text'),
+                    'prompt' => $text,
+                ])
+                ->throw()
+                ->json();
+        } catch (Throwable $e) {
+            throw new OllamaUnavailableException('Ollama embedding endpoint is unavailable', 0, $e);
+        }
+
+        $embedding = $response['embedding'] ?? [];
+        if (!is_array($embedding) || $embedding === []) {
+            throw new OllamaUnavailableException('Ollama embedding response did not include a valid embedding');
+        }
+
+        EmbeddingCache::query()->updateOrCreate(
+            ['text_hash' => $hash],
+            ['text' => $text, 'embedding' => $embedding]
+        );
+
+        return $embedding;
+    }
+}

app/Services/HelpdeskImportService.php

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+<?php
+
+namespace App\Services;
+
+use App\Models\Article;
+use Illuminate\Support\Facades\Http;
+use Illuminate\Support\Str;
+
+class HelpdeskImportService
+{
+    private const DEFAULT_BASE_URL = 'https://www.internettoday.nl/helpdesk';
+
+    public function import(?string $baseUrl = null, bool $dryRun = false, ?int $limit = null): array
+    {
+        $baseUrl = rtrim($baseUrl ?: self::DEFAULT_BASE_URL, '/');
+
+        $rootHtml = $this->fetch($baseUrl);
+        $categories = $this->extractCategories($rootHtml);
+
+        $sectionUrls = $this->buildSectionUrls($baseUrl, $categories);
+        $articleUrls = $this->collectArticleUrls($baseUrl, $rootHtml, $sectionUrls);
+        if ($limit !== null && $limit > 0) {
+            $articleUrls = array_slice($articleUrls, 0, $limit);
+        }
+
+        $imported = 0;
+        $updated = 0;
+        $skipped = 0;
+
+        foreach ($articleUrls as $articleUrl) {
+            $parsed = $this->parseArticlePage($articleUrl);
+            if ($parsed === null) {
+                $skipped++;
+                continue;
+            }
+
+            if ($dryRun) {
+                $imported++;
+                continue;
+            }
+
+            [$title, $content] = $parsed;
+            $result = Article::withoutEvents(function () use ($title, $content) {
+                return Article::query()->updateOrCreate(
+                    ['title' => $title],
+                    ['content' => $content]
+                );
+            });
+
+            if ($result->wasRecentlyCreated) {
+                $imported++;
+            } else {
+                $updated++;
+            }
+        }
+
+        return [
+            'categories' => count($categories),
+            'sections' => count($sectionUrls),
+            'article_urls' => count($articleUrls),
+            'imported' => $imported,
+            'updated' => $updated,
+            'skipped' => $skipped,
+            'dry_run' => $dryRun,
+        ];
+    }
+
+    private function fetch(string $url): string
+    {
+        return Http::timeout(30)
+            ->retry(2, 300)
+            ->get($url)
+            ->throw()
+            ->body();
+    }
+
+    private function extractCategories(string $html): array
+    {
+        if (!preg_match('/const\s+categories\s*=\s*(\[.*?\]);/s', $html, $matches)) {
+            return [];
+        }
+
+        $decoded = json_decode($matches[1], true);
+        return is_array($decoded) ? $decoded : [];
+    }
+
+    private function buildSectionUrls(string $baseUrl, array $categories): array
+    {
+        $urls = [];
+        foreach ($categories as $category) {
+            if (!isset($category['id'], $category['slug'])) {
+                continue;
+            }
+
+            $urls[] = sprintf('%s/%d/%s', $baseUrl, (int) $category['id'], (string) $category['slug']);
+
+            foreach (($category['children'] ?? []) as $child) {
+                if (!isset($child['id'], $child['slug'])) {
+                    continue;
+                }
+
+                $urls[] = sprintf('%s/%d/%s', $baseUrl, (int) $child['id'], (string) $child['slug']);
+            }
+        }
+
+        return array_values(array_unique($urls));
+    }
+
+    private function collectArticleUrls(string $baseUrl, string $rootHtml, array $sectionUrls): array
+    {
+        $urls = [];
+
+        foreach (array_merge([$baseUrl], $sectionUrls) as $url) {
+            try {
+                $html = $url === $baseUrl ? $rootHtml : $this->fetch($url);
+            } catch (\Throwable) {
+                continue;
+            }
+
+            preg_match_all('/https:\/\/www\.internettoday\.nl\/helpdesk\/(\d+)-[a-z0-9\-]+/i', $html, $matches);
+            foreach (($matches[0] ?? []) as $match) {
+                $urls[] = strtolower($match);
+            }
+        }
+
+        return array_values(array_unique($urls));
+    }
+
+    private function parseArticlePage(string $url): ?array
+    {
+        try {
+            $html = $this->fetch($url);
+        } catch (\Throwable) {
+            return null;
+        }
+
+        if (!preg_match('/<h1[^>]*>(.*?)<\/h1>/is', $html, $titleMatch)) {
+            return null;
+        }
+
+        $title = $this->sanitizeText($titleMatch[1]);
+        if ($title === '') {
+            return null;
+        }
+
+        if (!preg_match('/<div\s+class="main_1_column">\s*(<p.*?<\/p>)\s*<\/div>/is', $html, $contentMatch)) {
+            return null;
+        }
+
+        $contentRaw = $contentMatch[1];
+        $contentRaw = preg_replace('/<\s*br\s*\/?\s*>/i', "\n", $contentRaw) ?? $contentRaw;
+        $contentRaw = preg_replace('/<\/p>\s*<p[^>]*>/i', "\n\n", $contentRaw) ?? $contentRaw;
+        $content = $this->sanitizeText($contentRaw);
+
+        if ($content === '') {
+            return null;
+        }
+
+        $content = "Source: {$url}\n\n{$content}";
+
+        return [$title, Str::limit($content, 64000, '')];
+    }
+
+    private function sanitizeText(string $value): string
+    {
+        $decoded = html_entity_decode(strip_tags($value), ENT_QUOTES | ENT_HTML5, 'UTF-8');
+        $decoded = preg_replace('/\s+/', ' ', $decoded) ?? $decoded;
+        return trim($decoded);
+    }
+}

app/Services/SemanticSearchService.php

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+<?php
+
+namespace App\Services;
+
+use App\DTOs\ClassificationResultDTO;
+use App\Models\AIDecision;
+use App\Models\Article;
+use App\Models\Ticket;
+use App\Repositories\Contracts\ArticleRepositoryInterface;
+
+class SemanticSearchService
+{
+    public function __construct(
+        private readonly EmbeddingService $embeddingService,
+        private readonly ArticleRepositoryInterface $articleRepository,
+        private readonly AIClassifierService $classifierService,
+    ) {}
+
+    public function findBestArticle(Ticket $ticket): array
+    {
+        $embedding = $ticket->embedding ?? $this->embeddingService->embed($ticket->message);
+        if ($ticket->embedding === null) {
+            $ticket->embedding = $embedding;
+            $ticket->save();
+        }
+
+        $candidates = $this->articleRepository->findSimilarByEmbedding($embedding, 5);
+        $classification = $this->classifierService->rank($ticket->message, $candidates);
+
+        $bestArticle = $classification->articleId ? Article::find($classification->articleId) : null;
+
+        AIDecision::query()->create([
+            'ticket_id' => $ticket->id,
+            'article_id' => $bestArticle?->id,
+            'confidence' => $classification->confidence,
+            'explanation' => $classification->explanation,
+            'raw_response' => $classification->rawResponse,
+        ]);
+
+        return [
+            'best_article' => $bestArticle,
+            'confidence' => $classification->confidence,
+            'explanation' => $classification->explanation,
+            'top_3_candidates' => collect($candidates)->take(3)->map(fn ($c) => $c->toArray())->values()->all(),
+        ];
+    }
+}