app.py

import gradio as gr
import re
import json
import time
from datetime import datetime

# Simple language detection function instead of using transformers
def simple_detect_language(text):
    # Check for Arabic characters
    arabic_pattern = re.compile(r'[\u0600-\u06FF\u0750-\u077F\u08A0-\u08FF]+')
    if arabic_pattern.search(text):
        return "ar"
    return "en"

# Try to import transformers for Arabic NLP if available
try:
    from transformers import pipeline
    arabic_nlp = pipeline("text-classification", model="papluca/xlm-roberta-base-language-detection")
    ARABIC_NLP_AVAILABLE = True
    
    def detect_language_with_nlp(text):
        result = arabic_nlp(text)
        return result[0]['label']
except ImportError:
    ARABIC_NLP_AVAILABLE = False

# Import customer service enhancements
try:
    from customer_service_enhancements import (
        ENHANCED_CUSTOMER_SERVICE_PHRASES_AR,
        ENHANCED_CUSTOMER_SERVICE_PHRASES_EN,
        BANKING_FAQS_AR,
        BANKING_FAQS_EN,
        BANKING_GLOSSARY_AR,
        BANKING_GLOSSARY_EN,
        get_enhanced_response,
        handle_banking_faq,
        offer_satisfaction_survey,
        get_banking_term_definition
    )
    CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE = True
except ImportError:
    CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE = False
    # Fallback customer service phrases
    ENHANCED_CUSTOMER_SERVICE_PHRASES_AR = {
        "greeting": [
            "مرحبًا بك في بنك أم درمان الوطني! كيف يمكنني مساعدتك اليوم؟",
            "أهلاً بك في خدمة العملاء الافتراضية لبنك أم درمان الوطني. كيف يمكنني خدمتك؟"
        ],
        "thanks": [
            "شكرًا لتواصلك مع بنك أم درمان الوطني!",
            "نشكرك على ثقتك في خدماتنا المصرفية."
        ],
        "follow_up": [
            "هل هناك خدمة مصرفية أخرى يمكنني مساعدتك بها اليوم؟",
            "هل لديك أي استفسارات أخرى حول منتجاتنا أو خدماتنا المصرفية؟"
        ]
    }
    ENHANCED_CUSTOMER_SERVICE_PHRASES_EN = {
        "greeting": [
            "Welcome to Omdurman National Bank! How may I assist you today?",
            "Hello and welcome to ONB virtual customer service. How can I help you?"
        ],
        "thanks": [
            "Thank you for contacting Omdurman National Bank!",
            "We appreciate your trust in our banking services."
        ],
        "follow_up": [
            "Is there any other banking service I can assist you with today?",
            "Do you have any other questions about our products or banking services?"
        ]
    }

# Omdurman National Bank-specific guidelines in Arabic
ONB_GUIDELINES_AR = {
    "balance": "يمكنك التحقق من رصيدك عبر الإنترنت أو عبر تطبيق الهاتف الخاص ببنك أم درمان الوطني. <a href='#' onclick='window.open(\"https://onb.sd/balance\", \"_blank\")'>افحص رصيدك الآن</a>",
    "lost_card": "في حالة فقدان البطاقة، اتصل بالرقم <a href='tel:249123456789'>249-123-456-789</a> فورًا أو <a href='#' onclick='window.open(\"https://onb.sd/block-card\", \"_blank\")'>أوقف البطاقة عبر الإنترنت</a>.",
    "loan": "شروط القرض تشمل الحد الأدنى للدخل (5000 جنيه سوداني) وتاريخ ائتماني جيد. <a href='#' onclick='window.open(\"https://onb.sd/loans\", \"_blank\")'>تقدم بطلب قرض الآن</a>",
    "transfer": "لتحويل الأموال، استخدم <a href='#' onclick='window.open(\"https://onb.sd/mobile-app\", \"_blank\")'>تطبيق الهاتف</a> أو <a href='#' onclick='window.open(\"https://onb.sd/online-banking\", \"_blank\")'>الخدمة المصرفية عبر الإنترنت</a>.",
    "new_account": "لفتح حساب جديد، قم بزيارة أقرب فرع مع جواز سفرك أو هويتك الوطنية. <a href='#' onclick='window.open(\"https://onb.sd/new-account\", \"_blank\")'>احجز موعدًا الآن</a>",
    "interest_rates": "أسعار الفائدة على الودائع تتراوح بين 5% إلى 10% سنويًا. <a href='#' onclick='window.open(\"https://onb.sd/rates\", \"_blank\")'>اطلع على جميع الأسعار</a>",
    "branches": "فروعنا موجودة في أم درمان، الخرطوم، وبورتسودان. <a href='#' onclick='window.open(\"https://onb.sd/branches\", \"_blank\")'>اعثر على أقرب فرع</a>",
    "working_hours": "ساعات العمل من 8 صباحًا إلى 3 مساءً من الأحد إلى الخميس. <a href='#' onclick='window.open(\"https://onb.sd/hours\", \"_blank\")'>تحقق من ساعات العمل الخاصة</a>",
    "contact": "الاتصال بنا على الرقم <a href='tel:249123456789'>249-123-456-789</a> أو عبر البريد الإلكتروني <a href='mailto:[email protected]'>[email protected]</a>. <a href='#' onclick='window.open(\"https://onb.sd/contact\", \"_blank\")'>نموذج الاتصال</a>"
}

# Omdurman National Bank-specific guidelines in English
ONB_GUIDELINES_EN = {
    "balance": "You can check your balance online or via the ONB mobile app. <a href='#' onclick='window.open(\"https://onb.sd/balance\", \"_blank\")'>Check your balance now</a>",
    "lost_card": "In case of a lost card, call <a href='tel:249123456789'>249-123-456-789</a> immediately or <a href='#' onclick='window.open(\"https://onb.sd/block-card\", \"_blank\")'>block your card online</a>.",
    "loan": "Loan requirements include minimum income (5000 SDG) and good credit history. <a href='#' onclick='window.open(\"https://onb.sd/loans\", \"_blank\")'>Apply for a loan now</a>",
    "transfer": "To transfer funds, use the <a href='#' onclick='window.open(\"https://onb.sd/mobile-app\", \"_blank\")'>mobile app</a> or <a href='#' onclick='window.open(\"https://onb.sd/online-banking\", \"_blank\")'>online banking service</a>.",
    "new_account": "To open a new account, visit your nearest branch with your passport or national ID. <a href='#' onclick='window.open(\"https://onb.sd/new-account\", \"_blank\")'>Book an appointment now</a>",
    "interest_rates": "Interest rates on deposits range from 5% to 10% annually. <a href='#' onclick='window.open(\"https://onb.sd/rates\", \"_blank\")'>View all rates</a>",
    "branches": "Our branches are located in Omdurman, Khartoum, and Port Sudan. <a href='#' onclick='window.open(\"https://onb.sd/branches\", \"_blank\")'>Find your nearest branch</a>",
    "working_hours": "Working hours are from 8 AM to 3 PM, Sunday to Thursday. <a href='#' onclick='window.open(\"https://onb.sd/hours\", \"_blank\")'>Check special hours</a>",
    "contact": "Contact us at <a href='tel:249123456789'>249-123-456-789</a> or via email at <a href='mailto:[email protected]'>[email protected]</a>. <a href='#' onclick='window.open(\"https://onb.sd/contact\", \"_blank\")'>Contact form</a>"
}

# Quick action buttons in Arabic
QUICK_ACTIONS_AR = [
    {"text": "تحقق من الرصيد", "intent": "balance"},
    {"text": "الإبلاغ عن بطاقة مفقودة", "intent": "lost_card"},
    {"text": "معلومات القرض", "intent": "loan"},
    {"text": "تحويل الأموال", "intent": "transfer"},
    {"text": "فتح حساب جديد", "intent": "new_account"},
    {"text": "أسعار الفائدة", "intent": "interest_rates"},
    {"text": "مواقع الفروع", "intent": "branches"},
    {"text": "ساعات العمل", "intent": "working_hours"},
    {"text": "اتصل بنا", "intent": "contact"}
]

# Quick action buttons in English
QUICK_ACTIONS_EN = [
    {"text": "Check Balance", "intent": "balance"},
    {"text": "Report Lost Card", "intent": "lost_card"},
    {"text": "Loan Information", "intent": "loan"},
    {"text": "Transfer Funds", "intent": "transfer"},
    {"text": "Open New Account", "intent": "new_account"},
    {"text": "Interest Rates", "intent": "interest_rates"},
    {"text": "Branch Locations", "intent": "branches"},
    {"text": "Working Hours", "intent": "working_hours"},
    {"text": "Contact Us", "intent": "contact"}
]

# Menu options in both languages
MENU_AR = """
قائمة الخدمات المصرفية:
1. رصيد - استعلام عن رصيد حسابك
2. بطاقة - الإبلاغ عن بطاقة مفقودة
3. قرض - معلومات عن القروض
4. تحويل - تحويل الأموال
5. حساب - فتح حساب جديد
6. فائدة - أسعار الفائدة
7. فرع - مواقع الفروع
8. ساعات - ساعات العمل
9. اتصال - معلومات الاتصال
"""

MENU_EN = """
Banking Services Menu:
1. balance - Check your account balance
2. card - Report a lost card
3. loan - Information about loans
4. transfer - Transfer funds
5. account - Open a new account
6. interest - Interest rates
7. branch - Branch locations
8. hours - Working hours
9. contact - Contact information
"""

# Map intents to keywords (enhanced)
INTENT_KEYWORDS = {
    "balance": ["balance", "check balance", "account balance", "how much", "رصيد", "حساب", "كم المبلغ", "1"],
    "lost_card": ["lost", "card", "stolen", "missing", "فقدت", "بطاقة", "مسروقة", "ضائعة", "2"],
    "loan": ["loan", "borrow", "borrowing", "credit", "قرض", "استدانة", "إئتمان", "3"],
    "transfer": ["transfer", "send money", "payment", "تحويل", "ارسال", "دفع", "4"],
    "new_account": ["account", "open", "create", "new", "حساب", "فتح", "جديد", "إنشاء", "5"],
    "interest_rates": ["interest", "rate", "rates", "return", "فائدة", "نسبة", "عائد", "6"],
    "branches": ["branch", "location", "where", "office", "فرع", "موقع", "أين", "مكتب", "7"],
    "working_hours": ["hours", "time", "open", "close", "ساعات", "وقت", "مفتوح", "مغلق", "8"],
    "contact": ["contact", "phone", "email", "call", "اتصال", "هاتف", "بريد", "اتصل", "9"]
}

# Function to get a random phrase from the customer service phrases
def get_random_phrase(category, language):
    import random
    if language == "ar":
        return random.choice(ENHANCED_CUSTOMER_SERVICE_PHRASES_AR[category])
    else:
        return random.choice(ENHANCED_CUSTOMER_SERVICE_PHRASES_EN[category])

def classify_intent(message: str):
    # Check for menu request
    menu_keywords = ["menu", "options", "help", "قائمة", "خيارات", "مساعدة"]
    message_lower = message.lower()
    
    for keyword in menu_keywords:
        if keyword in message_lower:
            return "menu"
    
    # Use keyword matching for intent classification
    for intent_key, keywords in INTENT_KEYWORDS.items():
        for keyword in keywords:
            if keyword.lower() in message_lower:
                return intent_key
                
    return "unknown"

# Function to log customer interactions
def log_interaction(user_message, bot_response, intent, language):
    timestamp = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
    log_entry = {
        "timestamp": timestamp,
        "user_message": user_message,
        "bot_response": bot_response,
        "intent": intent,
        "language": language
    }
    
    try:
        with open("interaction_logs.jsonl", "a") as f:
            f.write(json.dumps(log_entry) + "\n")
    except Exception as e:
        print(f"Error logging interaction: {e}")

def respond(message: str):
    if not message.strip():
        return {
            "ar": "الرجاء كتابة سؤالك.",
            "en": "Please type your question."
        }
    
    # Detect language using NLP if available, otherwise use simple detection
    if ARABIC_NLP_AVAILABLE:
        language = detect_language_with_nlp(message)
        # If the language is neither Arabic nor English, default to English
        if language != "ar" and language != "en":
            language = "en"
    else:
        language = simple_detect_language(message)
    
    # Classify the user's intent using keyword matching
    intent = classify_intent(message)
    
    # Prepare responses in both languages
    responses = {
        "ar": "",
        "en": ""
    }
    
    # Special handling for menu request
    if intent == "menu":
        responses["ar"] = MENU_AR
        responses["en"] = MENU_EN
        log_interaction(message, responses[language], "menu", language)
        return responses
    
    # Check if it's a banking FAQ
    if CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
        faq_answer = handle_banking_faq(message, language)
        if faq_answer:
            # Add a greeting phrase at the beginning
            greeting_ar = get_random_phrase("greeting", "ar")
            greeting_en = get_random_phrase("greeting", "en")
            
            # Add a follow-up phrase at the end
            follow_up_ar = get_random_phrase("follow_up", "ar")
            follow_up_en = get_random_phrase("follow_up", "en")
            
            # Combine all parts
            responses["ar"] = f"{greeting_ar}<br><br>{faq_answer}<br><br>{follow_up_ar}"
            responses["en"] = f"{greeting_en}<br><br>{faq_answer}<br><br>{follow_up_en}"
            
            log_interaction(message, responses[language], "faq", language)
            return responses
    
    # Check if it's a banking term definition request
    if CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
        term_definition = get_banking_term_definition(message, language)
        if term_definition:
            # Add a greeting phrase at the beginning
            greeting_ar = get_random_phrase("greeting", "ar")
            greeting_en = get_random_phrase("greeting", "en")
            
            # Add a follow-up phrase at the end
            follow_up_ar = get_random_phrase("follow_up", "ar")
            follow_up_en = get_random_phrase("follow_up", "en")
            
            # Combine all parts
            responses["ar"] = f"{greeting_ar}<br><br>{term_definition}<br><br>{follow_up_ar}"
            responses["en"] = f"{greeting_en}<br><br>{term_definition}<br><br>{follow_up_en}"
            
            log_interaction(message, responses[language], "term", language)
            return responses
    
    # If intent is recognized, return the corresponding response
    if intent != "unknown":
        if CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
            # Use enhanced response if available
            responses["ar"] = get_enhanced_response(intent, "ar")
            responses["en"] = get_enhanced_response(intent, "en")
        else:
            # Add a greeting phrase at the beginning
            greeting_ar = get_random_phrase("greeting", "ar")
            greeting_en = get_random_phrase("greeting", "en")
            
            # Add the main response
            main_response_ar = ONB_GUIDELINES_AR.get(intent, "عذرًا، لم يتم التعرف على الخيار المحدد.")
            main_response_en = ONB_GUIDELINES_EN.get(intent, "Sorry, the selected option was not recognized.")
            
            # Add a follow-up phrase at the end
            follow_up_ar = get_random_phrase("follow_up", "ar")
            follow_up_en = get_random_phrase("follow_up", "en")
            
            # Combine all parts
            responses["ar"] = f"{greeting_ar}<br><br>{main_response_ar}<br><br>{follow_up_ar}"
            responses["en"] = f"{greeting_en}<br><br>{main_response_en}<br><br>{follow_up_en}"
    else:
        # Default response if no intent is matched - show menu
        responses["ar"] = "عذرًا، لم أفهم سؤالك. إليك قائمة بالخدمات المتاحة:" + MENU_AR
        responses["en"] = "Sorry, I didn't understand your question. Here's a menu of available services:" + MENU_EN
    
    # Log the interaction
    log_interaction(message, responses[language], intent, language)
    
    return responses

# Custom CSS for better UI
custom_css = """
.gradio-container {
    font-family: 'Segoe UI', Tahoma, Geneva, Verdana, sans-serif;
}

.chat-message {
    padding: 1rem;
    border-radius: 10px;
    margin-bottom: 1rem;
    max-width: 80%;
}

.user-message {
    background-color: #e6f7ff;
    margin-left: auto;
    text-align: right;
}

.bot-message {
    background-color: #f0f0f0;
    margin-right: auto;
    text-align: left;
}

.bot-message-ar {
    background-color: #f0f0f0;
    margin-left: auto;
    text-align: right;
}

.header-section {
    background-color: #1a5276;
    color: white;
    padding: 1rem;
    border-radius: 10px;
    margin-bottom: 1rem;
    text-align: center;
}

.footer-section {
    font-size: 0.8rem;
    text-align: center;
    margin-top: 2rem;
    color: #666;
}

.lang-selector {
    text-align: right;
    margin-bottom: 1rem;
}

.menu-button {
    margin-top: 0.5rem;
}

.quick-actions {
    display: flex;
    flex-wrap: wrap;
    gap: 0.5rem;
    margin: 1rem 0;
}

.quick-action-button {
    background-color: #1a5276;
    color: white;
    border: none;
    border-radius: 20px;
    padding: 0.5rem 1rem;
    cursor: pointer;
    font-size: 0.9rem;
    transition: background-color 0.3s;
}

.quick-action-button:hover {
    background-color: #2980b9;
}

.chat-container {
    border: 1px solid #ddd;
    border-radius: 10px;
    padding: 1rem;
    background-color: #f9f9f9;
}

.live-agent-button {
    background-color: #27ae60;
    color: white;
    border: none;
    border-radius: 5px;
    padding: 0.5rem 1rem;
    cursor: pointer;
    font-size: 0.9rem;
    margin-top: 1rem;
    transition: background-color 0.3s;
}

.live-agent-button:hover {
    background-color: #2ecc71;
}

/* Add custom styling for links */
a {
    color: #2980b9;
    text-decoration: none;
    font-weight: bold;
}

a:hover {
    text-decoration: underline;
}

/* Add styling for action buttons */
.action-button {
    display: inline-block;
    background-color: #3498db;
    color: white;
    padding: 0.5rem 1rem;
    border-radius: 5px;
    margin: 0.5rem 0;
    text-decoration: none;
}

.action-button:hover {
    background-color: #2980b9;
    text-decoration: none;
}

/* Styling for satisfaction survey */
.satisfaction-survey {
    background-color: #f8f9fa;
    border: 1px solid #ddd;
    border-radius: 10px;
    padding: 1rem;
    margin-top: 1rem;
}

.survey-question {
    margin-bottom: 1rem;
}

.rating-options {
    display: flex;
    justify-content: space-between;
    margin-bottom: 0.5rem;
}

.survey-submit {
    background-color: #1a5276;
    color: white;
    border: none;
    border-radius: 5px;
    padding: 0.5rem 1rem;
    cursor: pointer;
    font-size: 0.9rem;
    margin-top: 1rem;
}

.survey-submit:hover {
    background-color: #2980b9;
}
"""

# Chat interface with simplified UI for Hugging Face
with gr.Blocks(css=custom_css) as demo:
    # Store selected language
    selected_lang = gr.State(value="ar")
    # Store user name for personalization
    user_name = gr.State(value=None)
    
    with gr.Row(elem_classes="header-section"):
        with gr.Column():
            gr.Markdown("# Omdurman National Bank | بنك أم درمان الوطني")
            gr.Markdown("### Virtual Banking Assistant | المساعد المصرفي الافتراضي")
    
    with gr.Row():
        with gr.Column(elem_classes="lang-selector"):
            language_btn = gr.Radio(
                ["العربية", "English"], 
                value="العربية", 
                label="Language | اللغة"
            )
    
    with gr.Row(elem_classes="chat-container"):
        chatbot = gr.Chatbot(height=400)
    
    # Quick action buttons container
    with gr.Row(elem_classes="quick-actions", visible=True) as quick_actions_container:
        balance_btn = gr.Button("تحقق من الرصيد", elem_classes="quick-action-button")
        lost_card_btn = gr.Button("الإبلاغ عن بطاقة مفقودة", elem_classes="quick-action-button")
        loan_btn = gr.Button("معلومات القرض", elem_classes="quick-action-button")
    
    with gr.Row(elem_classes="quick-actions", visible=True):
        transfer_btn = gr.Button("تحويل الأموال", elem_classes="quick-action-button")
        new_account_btn = gr.Button("فتح حساب جديد", elem_classes="quick-action-button")
        interest_btn = gr.Button("أسعار الفائدة", elem_classes="quick-action-button")
    
    with gr.Row(elem_classes="quick-actions", visible=True):
        branches_btn = gr.Button("مواقع الفروع", elem_classes="quick-action-button")
        hours_btn = gr.Button("ساعات العمل", elem_classes="quick-action-button")
        contact_btn = gr.Button("اتصل بنا", elem_classes="quick-action-button")
    
    with gr.Row():
        with gr.Column(scale=8):
            text_input = gr.Textbox(
                placeholder="Type your question here | اكتب سؤالك هنا", 
                label="", 
                elem_id="chat-input"
            )
        with gr.Column(scale=1):
            submit_btn = gr.Button("Send | إرسال", variant="primary")
    
    with gr.Row():
        with gr.Column(scale=1):
            menu_btn = gr.Button("Show Menu | إظهار القائمة", elem_classes="menu-button")
        with gr.Column(scale=1):
            live_agent_btn = gr.Button("Connect to Live Agent | الاتصال بوكيل حي", elem_classes="live-agent-button")
        with gr.Column(scale=1):
            survey_btn = gr.Button("Feedback | تقييم الخدمة", elem_classes="menu-button")
    
    with gr.Row(elem_classes="footer-section"):
        gr.Markdown("© 2025 Omdurman National Bank. All Rights Reserved. | جميع الحقوق محفوظة لبنك أم درمان الوطني ٢٠٢٥ ©")
    
    # Update language state and quick action buttons when language is changed
    def update_language(lang):
        language_code = "ar" if lang == "العربية" else "en"
        
        # Get the appropriate quick actions based on language
        quick_actions = QUICK_ACTIONS_AR if language_code == "ar" else QUICK_ACTIONS_EN
        
        # Update button text based on language
        return [
            language_code,
            quick_actions[0]["text"],  # balance
            quick_actions[1]["text"],  # lost_card
            quick_actions[2]["text"],  # loan
            quick_actions[3]["text"],  # transfer
            quick_actions[4]["text"],  # new_account
            quick_actions[5]["text"],  # interest
            quick_actions[6]["text"],  # branches
            quick_actions[7]["text"],  # working_hours
            quick_actions[8]["text"]   # contact
        ]
    
    # Connect language button to update function
    language_btn.change(
        fn=update_language,
        inputs=language_btn,
        outputs=[
            selected_lang,
            balance_btn,
            lost_card_btn,
            loan_btn,
            transfer_btn,
            new_account_btn,
            interest_btn,
            branches_btn,
            hours_btn,
            contact_btn
        ]
    )
    
    # Handle message submission
    def on_submit(message, chat_history, lang, name):
        if not message.strip():
            return "", chat_history, name
        
        # Check if this is a name introduction
        name_patterns = [
            r"my name is (\w+)",
            r"i am (\w+)",
            r"i'm (\w+)",
            r"اسمي (\w+)",
            r"أنا (\w+)"
        ]
        
        for pattern in name_patterns:
            match = re.search(pattern, message.lower())
            if match:
                name = match.group(1)
                break
        
        # Add user message to chat history
        chat_history = chat_history + [[message, None]]
        
        # Get response
        responses = respond(message)
        
        # Select response based on language
        response = responses[lang]
        
        # Personalize response if name is available
        if name and CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
            if lang == "ar":
                response = response.replace("مرحبًا", f"مرحبًا {name}")
            else:
                response = response.replace("Welcome", f"Welcome {name}")
                response = response.replace("Hello", f"Hello {name}")
        
        # Update bot response in chat history
        chat_history[-1][1] = response
        
        return "", chat_history, name
    
    # Handle menu button click
    def show_menu(chat_history, lang):
        menu_responses = {
            "ar": MENU_AR,
            "en": MENU_EN
        }
        
        # Get menu text
        menu_text = menu_responses[lang]
        
        # Add system message showing the menu
        chat_history = chat_history + [[None, menu_text.replace("\n", "<br>")]]
        
        return chat_history
    
    # Handle quick action button clicks
    def handle_quick_action(intent, chat_history, lang, name):
        # Get the appropriate quick actions based on language
        quick_actions = QUICK_ACTIONS_AR if lang == "ar" else QUICK_ACTIONS_EN
        
        # Find the button text for this intent
        button_text = ""
        for action in quick_actions:
            if action["intent"] == intent:
                button_text = action["text"]
                break
        
        # Add button text as user message
        chat_history = chat_history + [[button_text, None]]
        
        # Get the response for this intent
        if CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
            # Use enhanced response if available
            response_ar = get_enhanced_response(intent, "ar", name)
            response_en = get_enhanced_response(intent, "en", name)
        else:
            # Add a greeting phrase at the beginning
            greeting_ar = get_random_phrase("greeting", "ar")
            greeting_en = get_random_phrase("greeting", "en")
            
            # Add the main response
            main_response_ar = ONB_GUIDELINES_AR.get(intent, "")
            main_response_en = ONB_GUIDELINES_EN.get(intent, "")
            
            # Add a follow-up phrase at the end
            follow_up_ar = get_random_phrase("follow_up", "ar")
            follow_up_en = get_random_phrase("follow_up", "en")
            
            # Combine all parts
            response_ar = f"{greeting_ar}<br><br>{main_response_ar}<br><br>{follow_up_ar}"
            response_en = f"{greeting_en}<br><br>{main_response_en}<br><br>{follow_up_en}"
        
        responses = {
            "ar": response_ar,
            "en": response_en
        }
        
        # Select response based on language
        response = responses[lang]
        
        # Personalize response if name is available
        if name:
            if lang == "ar":
                response = response.replace("مرحبًا", f"مرحبًا {name}")
            else:
                response = response.replace("Welcome", f"Welcome {name}")
                response = response.replace("Hello", f"Hello {name}")
        
        # Update bot response in chat history
        chat_history[-1][1] = response
        
        # Log the interaction
        log_interaction(button_text, response, intent, lang)
        
        return chat_history
    
    # Handle live agent button click
    def connect_to_live_agent(chat_history, lang):
        message = "Connecting to a live customer service agent. Please wait a moment..." if lang == "en" else "جاري الاتصال بوكيل خدمة العملاء. يرجى الانتظار لحظة..."
        chat_history = chat_history + [[None, message]]
        return chat_history
    
    # Handle satisfaction survey button click
    def show_satisfaction_survey(chat_history, lang):
        if CUSTOMER_SERVICE_ENHANCEMENTS_AVAILABLE:
            survey_html = offer_satisfaction_survey(lang)
            chat_history = chat_history + [[None, survey_html]]
        else:
            # Simple survey message if enhancements not available
            title = "استطلاع رضا العملاء" if lang == "ar" else "Customer Satisfaction Survey"
            message = f"<div class='satisfaction-survey'><h3>{title}</h3><p>{'نشكرك على استخدام المساعد المصرفي الافتراضي!' if lang == 'ar' else 'Thank you for using our virtual banking assistant!'}</p></div>"
            chat_history = chat_history + [[None, message]]
        
        return chat_history
    
    # Link inputs and button to response function
    submit_btn.click(
        fn=on_submit,
        inputs=[text_input, chatbot, selected_lang, user_name],
        outputs=[text_input, chatbot, user_name]
    )
    
    # Link menu button to show menu function
    menu_btn.click(
        fn=show_menu,
        inputs=[chatbot, selected_lang],
        outputs=[chatbot]
    )
    
    # Link live agent button to connect function
    live_agent_btn.click(
        fn=connect_to_live_agent,
        inputs=[chatbot, selected_lang],
        outputs=[chatbot]
    )
    
    # Link survey button to show survey function
    survey_btn.click(
        fn=show_satisfaction_survey,
        inputs=[chatbot, selected_lang],
        outputs=[chatbot]
    )
    
    # Link quick action buttons to handler function
    balance_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("balance", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    lost_card_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("lost_card", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    loan_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("loan", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    transfer_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("transfer", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    new_account_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("new_account", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    interest_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("interest_rates", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    branches_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("branches", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    hours_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("working_hours", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    contact_btn.click(
        fn=lambda chat=chatbot, lang=selected_lang, name=user_name: handle_quick_action("contact", chat, lang, name),
        inputs=[chatbot, selected_lang, user_name],
        outputs=[chatbot]
    )
    
    # Also trigger on Enter key
    text_input.submit(
        fn=on_submit,
        inputs=[text_input, chatbot, selected_lang, user_name],
        outputs=[text_input, chatbot, user_name]
    )
    
    # Initialize the chat with a welcome message
    def init_chat():
        # Welcome message in both languages
        welcome_ar = "مرحبًا بك في المساعد المصرفي الافتراضي لبنك أم درمان الوطني! يمكنك طرح أي سؤال حول خدماتنا المصرفية أو استخدام أزرار الإجراءات السريعة أدناه."
        welcome_en = "Welcome to Omdurman National Bank Virtual Banking Assistant! You can ask any question about our banking services or use the quick action buttons below."
        
        # Initialize chat with welcome messages
        chat_history = []
        chat_history.append([None, welcome_ar])
        chat_history.append([None, welcome_en])
        
        return chat_history
    
    # Initialize the chat when the app starts
    demo.load(
        fn=init_chat,
        inputs=[],
        outputs=[chatbot]
    )

if __name__ == "__main__":
    demo.launch(
        server_name="0.0.0.0",
        server_port=7860,
        share=True  # Enable public link
    )