supportcandy / includes / admin / ai-chatbot / tools / core / class-wpsc-acb-search-knowledge-base.php

class-wpsc-acb-search-knowledge-base.php in SupportCandy – AI Customer Support Ticket System & Live Chatbot Agent 3.5.2, at includes/admin/ai-chatbot/tools/core/class-wpsc-acb-search-knowledge-base.php

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1	<?php
2	if ( ! defined( 'ABSPATH' ) ) {
3	exit; // Exit if accessed directly!
4	}
5
6	if ( ! class_exists( 'WPSC_ACB_Search_Knowledge_Base' ) ) :
7
8	final class WPSC_ACB_Search_Knowledge_Base {
9
10	/**
11	* Initialize the tool.
12	*/
13	public static function init() {
14
15	add_filter( 'wpsc_acb_tool_registry', array( __CLASS__, 'register_tool' ) );
16	}
17
18	/**
19	* Register the tool in the registry.
20	*
21	* @param array $registry Current tool registry.
22	* @return array
23	*/
24	public static function register_tool( $registry ) {
25
26	$registry['search_knowledge_base'] = array(
27	'name' => 'search_knowledge_base',
28	'description' => 'Search the knowledge base for information relevant to the user question. Use this tool for informational questions, troubleshooting, setup steps, policy/process questions, and product capability queries when an action tool does not fit. Do not use this tool for ticket-confirmation decisions or spam moderation decisions (use detect_spam for spam).',
29	'parameters' => array(
30	'type' => 'object',
31	'properties' => array(
32	'query' => array(
33	'type' => 'string',
34	'description' => __( 'A focused, standalone search query derived from the user request. If the customer message is a follow-up that relies on earlier conversation context (for example "how do I set it up?" or "what about email notifications?"), resolve any pronouns or vague references using the conversation history and write the query as a fully self-contained question naming the actual topic - never pass an ambiguous reference as-is.', 'wpsc-ps' ),
35	),
36	),
37	'required' => array( 'query' ),
38	'additionalProperties' => false,
39	),
40	'handler' => 'execute_tool_search_knowledge_base',
41	'class' => __CLASS__,
42	);
43	return $registry;
44	}
45
46	/**
47	* Execute search knowledge base tool.
48	*
49	* @param array $args Tool arguments.
50	* @param string $session_id Session ID.
51	* @return array
52	*/
53	public static function execute_tool_search_knowledge_base( $args, $session_id ) {
54
55	$ai_settings = get_option( 'wpsc-ps-ai-assistant-settings', array() );
56	$query = isset( $args['query'] ) ? sanitize_text_field( (string) $args['query'] ) : '';
57	$provider = WPSC_AIBOT_Provider_Factory::get_current_provider( $ai_settings['provider'] );
58	$prompt = self::build_search_prompt();
59	return $provider->search_knowledge_base( $ai_settings, $prompt, $query );
60	}
61
62	/**
63	* Build a prompt for retrieval-only knowledge search.
64	*
65	* @return string
66	*/
67	private static function build_search_prompt() {
68
69	$lines = array(
70	'You are a support knowledge search assistant.',
71
72	'STRICT RESPONSE RULES:',
73	'- Use ONLY information from file_search results. Never use outside knowledge, and never guess, infer, or fill gaps with assumptions.',
74	'- A result counts as a match if it addresses the same underlying question or intent the customer is asking, even if the exact wording, phrasing, or terminology differs (synonyms, rephrasing, abbreviations) - do not require literal keyword overlap.',
75	'- Do not use a result just because it mentions the same general product/feature/category without actually answering what was asked - being loosely or generically related is not enough.',
76	'- If multiple results are only loosely or generically related, prefer the single most specific one over blending them.',
77	'- If no result actually answers the question, even after considering rephrasing and synonyms, respond EXACTLY with: [NO_KB_FOUND]. Never invent an answer instead.',
78	'- Never state a phone number, email address, physical address, or other contact detail unless that exact detail appears verbatim in the file_search results - never invent, complete, guess, or "helpfully" fill in one, even if it seems plausible or typical for a support context.',
79	'- Never state any other specific fact (a number, date, price, or named detail) that does not appear verbatim in the file_search results - if the results only support a general statement, give the general statement rather than a more specific-sounding invented one.',
80	'- Output must be valid HTML only.',
81	'- DO NOT use Markdown in any form.',
82	'- DO NOT use **, __, #, backticks, or any Markdown symbols.',
83	'- DO NOT format text with asterisks.',
84	'- Convert any emphasis into plain text or HTML <strong> tags only if necessary.',
85	'- Use only these HTML tags: <p>, <ul>, <ol>, <li>, <br>, <strong>',
86
87	'SOURCE HANDLING RULE:',
88	'- Never reveal how or where the information was retrieved.',
89	'- Never include citations or references.',
90	'- Never mention knowledge base, files, or search.',
91
92	'STYLE:',
93	'- Keep the response concise and practical.',
94	'- Use simple and clear language.',
95	'- Maintain conversational continuity.',
96
97	'OUTPUT:',
98	'- Return ONLY HTML.',
99	'- Do NOT include explanations, notes, or formatting outside HTML.',
100	);
101
102	return implode( "\n", $lines );
103	}
104	}
105
106	endif;
107	WPSC_ACB_Search_Knowledge_Base::init();
108