Update and rename code/main.py to triage.py

triage.py

@@ -0,0 +1,95 @@
+import pandas as pd
+import os
+
+class SupportAgent:
+    def __init__(self):
+        # Define high-risk triggers for escalation logic
+        self.escalation_keywords = [
+            'bug', 'down', 'error', 'fraud', 'stolen', 
+            'hacked', 'billing', 'unauthorized', 'login'
+        ]
+
+    def classify_domain(self, text, company):
+        """Infers company domain if missing."""
+        if pd.notna(company) and company != "None":
+            return company
+
+        text = text.lower()
+        if any(k in text for k in ['test', 'hackerrank', 'assessment']): return "HackerRank"
+        if any(k in text for k in ['claude', 'anthropic', 'artifact']): return "Claude"
+        if any(k in text for k in ['visa', 'card', 'transaction']): return "Visa"
+        return "Unknown"
+
+    def get_grounded_response(self, domain, text):
+        """Knowledge Base: Only uses provided support corpus logic."""
+        text = text.lower()
+
+        if domain == "HackerRank":
+            if "active" in text or "expire" in text:
+                return ("Tests remain active indefinitely unless start/end times are set in Settings > General.", 
+                        "Assessment Management")
+            if "invite" in text:
+                return ("Click 'Invite' on the test dashboard. Ensure the test is active.", 
+                        "Candidate Experience")
+
+        if domain == "Claude" and "artifact" in text:
+            return ("Artifacts allow side-by-side viewing/editing of code and docs.", 
+                    "UI Features")
+
+        if domain == "Visa" and "benefit" in text:
+            return ("Benefits are managed by your issuer; contact your bank for details.", 
+                    "Card Services")
+
+        return (None, None)
+
+    def process_ticket(self, row):
+        issue = str(row.get('Issue', '')).lower()
+        subject = str(row.get('Subject', '')).lower()
+        full_text = f"{issue} {subject}"
+        domain = self.classify_domain(full_text, row.get('Company'))
+
+        # 1. Determine Request Type
+        req_type = "bug" if "bug" in full_text else "product_issue"
+
+        # 2. Routing Logic (Escalation vs Reply)
+        grounded_text, area = self.get_grounded_response(domain, full_text)
+
+        should_escalate = (
+            any(k in full_text for k in self.escalation_keywords) or 
+            domain == "Unknown" or 
+            grounded_text is None
+        )
+
+        if should_escalate:
+            return {
+                "status": "escalated",
+                "product_area": area if area else f"{domain} Support",
+                "response": "Escalated to a human.",
+                "justification": "Sensitive issue or complex query outside automated FAQ scope.",
+                "request_type": req_type
+            }
+
+        return {
+            "status": "replied",
+            "product_area": area,
+            "response": grounded_text,
+            "justification": f"Grounded response provided based on {domain} support documentation.",
+            "request_type": req_type
+        }
+
+def main():
+    agent = SupportAgent()
+    input_file = 'support_tickets.csv'
+    output_file = 'output.csv'
+
+    if not os.path.exists(input_file):
+        print(f"Error: {input_file} not found.")
+        return
+
+    df = pd.read_csv(input_file)
+    results = df.apply(agent.process_ticket, axis=1)
+    pd.DataFrame(list(results)).to_csv(output_file, index=False)
+    print(f"Triage complete. Results saved to {output_file}")
+
+if __name__ == "__main__":
+    main()