9244899f9b
- Added tone instruction retrieval to SupportReplyService. - Improved user feedback when no relevant article is found. - Included article URL and tone instruction in LLM prompt. - Updated response format to include source information. - Enhanced article management UI with search functionality and editing capabilities. - Introduced a new API endpoint for nearest articles based on vector search. - Added confidence badge component to display article confidence levels. - Implemented tests for article searching, editing, and nearest article API. - Removed obsolete .htaccess file.
71 lines
2.6 KiB
PHP
71 lines
2.6 KiB
PHP
<?php
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namespace App\Services;
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use App\Models\Ticket;
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use App\Services\Llm\LlmClientInterface;
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use Illuminate\Support\Str;
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class KnowledgeGapService
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{
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public const CONFIDENCE_THRESHOLD = 0.45;
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public function __construct(
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private readonly LlmClientInterface $llmClient,
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private readonly AppSettingsService $settings,
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) {}
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public function shouldCreateDraft(Ticket $ticket, array $result): bool
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{
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$confidence = (float) ($result['confidence'] ?? 0);
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if ($confidence < self::CONFIDENCE_THRESHOLD) {
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return true;
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}
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$explanation = mb_strtolower((string) ($result['explanation'] ?? ''));
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$signals = ['does not contain', 'niet relevant', 'mismatch', 'no article', 'onvoldoende', 'server outage'];
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foreach ($signals as $signal) {
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if (str_contains($explanation, $signal)) {
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return true;
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}
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}
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return false;
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}
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public function suggestArticleDraft(Ticket $ticket, array $result): array
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{
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$question = $ticket->normalized_message ?: $ticket->message;
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$language = (string) ($ticket->redaction_report['language'] ?? 'nl');
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$topCandidates = json_encode($result['top_3_candidates'] ?? [], JSON_UNESCAPED_UNICODE);
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$basePrompt = $this->settings->getPrompt('knowledge_gap', 'Create a draft knowledge base article suggestion. Return JSON only with keys: title, content.');
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$prompt = $basePrompt."\n\n".
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"Klantvraag:\n{$question}\n\n".
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"Originele taal: {$language}. Schrijf titel en inhoud in deze taal.\n\n".
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'Aanspreekvorm: '.$this->settings->toneInstruction()."\n\n".
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"Huidige kandidaten (mogelijk onvoldoende):\n{$topCandidates}\n\n".
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'Content moet praktisch zijn met duidelijke stappen.';
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$title = 'Concept: '.Str::limit($question, 80, '');
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$content = "Deze vraag kon nog niet goed worden beantwoord vanuit de huidige kennisbank.\n\n".
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"Klantvraag:\n".$question."\n\n".
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'Actie: supportmedewerker vult dit artikel aan met definitieve stappen en context.';
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try {
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$raw = trim($this->llmClient->generate($prompt, ['expect_json' => true, 'task' => 'knowledge_gap']));
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$decoded = json_decode($raw, true);
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if (is_array($decoded)) {
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$title = trim((string) ($decoded['title'] ?? $title));
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$content = trim((string) ($decoded['content'] ?? $content));
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}
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} catch (\Throwable) {
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}
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return [
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'title' => $title,
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'content' => $content,
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];
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}
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}
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