helix-engage-server/src/call-assist/call-assist.service.ts

import { Injectable, Logger } from '@nestjs/common';
import { ConfigService } from '@nestjs/config';
import { generateText } from 'ai';
import { PlatformGraphqlService } from '../platform/platform-graphql.service';
import { createAiModel } from '../ai/ai-provider';
import type { LanguageModel } from 'ai';
import { AiConfigService } from '../config/ai-config.service';

@Injectable()
export class CallAssistService {
    private readonly logger = new Logger(CallAssistService.name);
    private readonly aiModel: LanguageModel | null;
    private readonly platformApiKey: string;

    constructor(
        private config: ConfigService,
        private platform: PlatformGraphqlService,
        private aiConfig: AiConfigService,
    ) {
        const cfg = aiConfig.getConfig();
        this.aiModel = createAiModel({
            provider: cfg.provider,
            model: cfg.model,
            anthropicApiKey: config.get<string>('ai.anthropicApiKey'),
            openaiApiKey: config.get<string>('ai.openaiApiKey'),
        });
        this.platformApiKey = config.get<string>('platform.apiKey') ?? '';
    }

    async loadCallContext(leadId: string | null, callerPhone: string | null): Promise<string> {
        const authHeader = this.platformApiKey ? `Bearer ${this.platformApiKey}` : '';
        if (!authHeader) return 'No platform context available.';

        try {
            const parts: string[] = [];

            if (leadId) {
                const leadResult = await this.platform.queryWithAuth<any>(
                    `{ leads(filter: { id: { eq: "${leadId}" } }) { edges { node {
                        id name contactName { firstName lastName }
                        contactPhone { primaryPhoneNumber }
                        source status interestedService
                        lastContacted contactAttempts
                        aiSummary aiSuggestedAction
                    } } } }`,
                    undefined, authHeader,
                );
                const lead = leadResult.leads.edges[0]?.node;
                if (lead) {
                    const name = lead.contactName
                        ? `${lead.contactName.firstName} ${lead.contactName.lastName}`.trim()
                        : lead.name;
                    parts.push(`CALLER: ${name}`);
                    parts.push(`Phone: ${lead.contactPhone?.primaryPhoneNumber ?? callerPhone}`);
                    parts.push(`Source: ${lead.source ?? 'Unknown'}`);
                    parts.push(`Interested in: ${lead.interestedService ?? 'Not specified'}`);
                    parts.push(`Contact attempts: ${lead.contactAttempts ?? 0}`);
                    if (lead.aiSummary) parts.push(`AI Summary: ${lead.aiSummary}`);
                }

                const apptResult = await this.platform.queryWithAuth<any>(
                    `{ appointments(first: 10, orderBy: [{ scheduledAt: DescNullsLast }]) { edges { node {
                        id scheduledAt status doctorName department reasonForVisit patientId
                    } } } }`,
                    undefined, authHeader,
                );
                const appts = apptResult.appointments.edges
                    .map((e: any) => e.node)
                    .filter((a: any) => a.patientId === leadId);
                if (appts.length > 0) {
                    parts.push('\nPAST APPOINTMENTS:');
                    for (const a of appts) {
                        const date = a.scheduledAt ? new Date(a.scheduledAt).toLocaleDateString('en-IN') : '?';
                        parts.push(`- ${date}: ${a.doctorName ?? '?'} (${a.department ?? '?'}) — ${a.status}`);
                    }
                }
            } else if (callerPhone) {
                parts.push(`CALLER: Unknown (${callerPhone})`);
                parts.push('No lead record found — this may be a new enquiry.');
            }

            const docResult = await this.platform.queryWithAuth<any>(
                `{ doctors(first: 20) { edges { node {
                    fullName { firstName lastName } department specialty clinic { clinicName }
                } } } }`,
                undefined, authHeader,
            );
            const docs = docResult.doctors.edges.map((e: any) => e.node);
            if (docs.length > 0) {
                parts.push('\nAVAILABLE DOCTORS:');
                for (const d of docs) {
                    const name = d.fullName ? `Dr. ${d.fullName.firstName} ${d.fullName.lastName}`.trim() : 'Unknown';
                    parts.push(`- ${name} — ${d.department ?? '?'} — ${d.clinic?.clinicName ?? '?'}`);
                }
            }

            return parts.join('\n') || 'No context available.';
        } catch (err) {
            this.logger.error(`Failed to load call context: ${err}`);
            return 'Context loading failed.';
        }
    }

    async getSuggestion(transcript: string, context: string): Promise<string> {
        if (!this.aiModel || !transcript.trim()) return '';

        try {
            const { text } = await generateText({
                model: this.aiModel,
                system: `You are a real-time call assistant for Global Hospital Bangalore.
You listen to the customer's words and provide brief, actionable suggestions for the CC agent.

${context}

RULES:
- Keep suggestions under 2 sentences
- Focus on actionable next steps the agent should take NOW
- If customer mentions a doctor or department, suggest available slots
- If customer wants to cancel or reschedule, note relevant appointment details
- If customer sounds upset, suggest empathetic response
- Do NOT repeat what the agent already knows`,
                prompt: `Conversation transcript so far:\n${transcript}\n\nProvide a brief suggestion for the agent based on what was just said.`,
                maxOutputTokens: 150,
            });
            return text;
        } catch (err) {
            this.logger.error(`AI suggestion failed: ${err}`);
            return '';
        }
    }
}