customer_service_enhancements.py

"""
Customer Service Expertise Enhancements for Omdurman National Bank Chatbot

This module contains additional customer service expertise elements that can be
integrated into the main chatbot implementation to provide a more personalized
and professional banking experience.
"""

# Enhanced customer service phrases with more banking-specific language
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؟",
        "مرحبًا! أنا مساعدك المصرفي الشخصي من بنك أم درمان الوطني. كيف يمكنني مساعدتك؟",
        "شكرًا لاختيارك بنك أم درمان الوطني. كيف يمكنني تلبية احتياجاتك المصرفية اليوم؟"
    ],
    "thanks": [
        "شكرًا لتواصلك مع بنك أم درمان الوطني!",
        "نشكرك على ثقتك في خدماتنا المصرفية.",
        "سعداء بخدمتك دائمًا في بنك أم درمان الوطني!",
        "نقدر اختيارك لبنك أم درمان الوطني لتلبية احتياجاتك المالية."
    ],
    "follow_up": [
        "هل هناك خدمة مصرفية أخرى يمكنني مساعدتك بها اليوم؟",
        "هل لديك أي استفسارات أخرى حول منتجاتنا أو خدماتنا المصرفية؟",
        "هل تحتاج إلى مساعدة في أي معاملات مصرفية أخرى؟",
        "هل يمكنني مساعدتك في أي شيء آخر لتحسين تجربتك المصرفية معنا؟"
    ],
    "apology": [
        "أعتذر عن أي إزعاج قد سببناه لك.",
        "نأسف على هذه التجربة، ونحن ملتزمون بتحسين خدماتنا.",
        "أعتذر عن عدم تلبية توقعاتك. دعنا نعمل معًا لإيجاد حل.",
        "نعتذر عن هذا الخطأ ونقدر صبرك."
    ],
    "reassurance": [
        "يمكنك الاطمئنان بأن أموالك في أيدٍ أمينة مع بنك أم درمان الوطني.",
        "أمن معلوماتك المالية هو أولويتنا القصوى.",
        "نحن نلتزم بتقديم أفضل الحلول المالية لعملائنا الكرام.",
        "ثقتك مهمة لنا، ونحن نعمل جاهدين للحفاظ عليها."
    ]
}

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?",
        "Greetings! I'm your personal banking assistant from Omdurman National Bank. How can I assist you?",
        "Thank you for choosing Omdurman National Bank. How may I address your banking needs today?"
    ],
    "thanks": [
        "Thank you for contacting Omdurman National Bank!",
        "We appreciate your trust in our banking services.",
        "Always a pleasure serving you at Omdurman National Bank!",
        "We value your choice of Omdurman National Bank for your financial needs."
    ],
    "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?",
        "Do you need assistance with any other banking transactions?",
        "Can I help you with anything else to enhance your banking experience with us?"
    ],
    "apology": [
        "I apologize for any inconvenience this may have caused you.",
        "We're sorry about this experience, and we're committed to improving our services.",
        "I apologize that we didn't meet your expectations. Let's work together to find a solution.",
        "We apologize for this error and appreciate your patience."
    ],
    "reassurance": [
        "You can rest assured that your money is in safe hands with Omdurman National Bank.",
        "The security of your financial information is our top priority.",
        "We are committed to providing the best financial solutions for our valued customers.",
        "Your trust is important to us, and we work hard to maintain it."
    ]
}

# Banking-specific FAQs
BANKING_FAQS_AR = [
    {
        "question": "ما هي متطلبات فتح حساب توفير؟",
        "answer": "لفتح حساب توفير، تحتاج إلى هوية وطنية سارية المفعول أو جواز سفر، وإثبات عنوان (مثل فاتورة مرافق)، والحد الأدنى للإيداع هو 1000 جنيه سوداني."
    },
    {
        "question": "كيف يمكنني تغيير رقم هاتفي المسجل لدى البنك؟",
        "answer": "لتغيير رقم هاتفك المسجل، يرجى زيارة أقرب فرع مع إثبات هويتك، أو يمكنك تقديم طلب عبر الخدمات المصرفية عبر الإنترنت في قسم 'تحديث المعلومات الشخصية'."
    },
    {
        "question": "ما هي رسوم التحويلات الدولية؟",
        "answer": "تبدأ رسوم التحويلات الدولية من 25 جنيه سوداني وتختلف حسب البلد المستلم ومبلغ التحويل. للحصول على تفاصيل محددة، يرجى الاطلاع على جدول الرسوم على موقعنا الإلكتروني."
    },
    {
        "question": "هل يمكنني الحصول على قرض إذا كنت متقاعدًا؟",
        "answer": "نعم، يمكن للمتقاعدين التقدم بطلب للحصول على قروض خاصة مع شروط ميسرة. يجب أن يكون عمرك أقل من 70 عامًا وأن تتلقى معاشك التقاعدي من خلال حساب في بنكنا."
    },
    {
        "question": "كم من الوقت يستغرق إصدار بطاقة ائتمان جديدة؟",
        "answer": "عادة ما يستغرق إصدار بطاقة ائتمان جديدة من 7 إلى 10 أيام عمل من تاريخ الموافقة على الطلب. يمكنك متابعة حالة طلبك من خلال الخدمات المصرفية عبر الإنترنت."
    }
]

BANKING_FAQS_EN = [
    {
        "question": "What are the requirements for opening a savings account?",
        "answer": "To open a savings account, you need a valid national ID or passport, proof of address (such as a utility bill), and the minimum deposit is 1000 SDG."
    },
    {
        "question": "How can I change my registered phone number with the bank?",
        "answer": "To change your registered phone number, please visit your nearest branch with your ID proof, or you can submit a request through online banking in the 'Update Personal Information' section."
    },
    {
        "question": "What are the fees for international transfers?",
        "answer": "International transfer fees start from 25 SDG and vary depending on the receiving country and transfer amount. For specific details, please check the fee schedule on our website."
    },
    {
        "question": "Can I get a loan if I am retired?",
        "answer": "Yes, retirees can apply for special loans with favorable terms. You must be under 70 years of age and receive your pension through an account with our bank."
    },
    {
        "question": "How long does it take to issue a new credit card?",
        "answer": "Issuing a new credit card typically takes 7-10 business days from the date of application approval. You can track your application status through online banking."
    }
]

# Customer satisfaction survey
SATISFACTION_SURVEY_AR = {
    "title": "استطلاع رضا العملاء",
    "intro": "نقدر ملاحظاتك! يرجى تقييم تجربتك مع مساعدنا المصرفي الافتراضي.",
    "questions": [
        "كيف تقيم سهولة استخدام المساعد المصرفي الافتراضي؟",
        "هل كانت المعلومات المقدمة مفيدة ودقيقة؟",
        "هل تمت معالجة استفسارك بشكل فعال؟",
        "ما مدى احتمالية استخدامك للمساعد المصرفي الافتراضي مرة أخرى؟",
        "هل لديك أي اقتراحات لتحسين خدمتنا؟"
    ],
    "ratings": ["ممتاز", "جيد جدًا", "جيد", "مقبول", "ضعيف"],
    "submit": "إرسال التقييم",
    "thanks": "شكرًا على ملاحظاتك القيمة!"
}

SATISFACTION_SURVEY_EN = {
    "title": "Customer Satisfaction Survey",
    "intro": "We value your feedback! Please rate your experience with our virtual banking assistant.",
    "questions": [
        "How would you rate the ease of use of the virtual banking assistant?",
        "Was the information provided helpful and accurate?",
        "Was your inquiry handled effectively?",
        "How likely are you to use the virtual banking assistant again?",
        "Do you have any suggestions for improving our service?"
    ],
    "ratings": ["Excellent", "Very Good", "Good", "Fair", "Poor"],
    "submit": "Submit Rating",
    "thanks": "Thank you for your valuable feedback!"
}

# Banking terminology glossary
BANKING_GLOSSARY_AR = {
    "حساب جاري": "حساب مصرفي يسمح بالسحب والإيداع المتكرر، عادة بدون فائدة.",
    "حساب توفير": "حساب مصرفي يدفع فائدة على الأموال المودعة ويشجع على الادخار.",
    "بطاقة الخصم": "بطاقة تسمح بالدفع الإلكتروني مباشرة من الحساب الجاري.",
    "بطاقة ائتمان": "بطاقة تسمح بالاقتراض ضمن حد ائتماني محدد مسبقًا.",
    "معدل الفائدة": "النسبة المئوية للمبلغ الأصلي الذي يدفعه المقترض كرسوم للمقرض.",
    "الرصيد المتاح": "المبلغ المتاح للسحب من الحساب.",
    "كشف الحساب": "سجل للمعاملات المالية خلال فترة زمنية محددة.",
    "الحوالة المصرفية": "تحويل الأموال إلكترونيًا من حساب إلى آخر.",
    "الرهن العقاري": "قرض لشراء عقار، حيث يكون العقار نفسه ضمانًا للقرض.",
    "الوديعة لأجل": "إيداع مالي في البنك لفترة زمنية محددة بسعر فائدة ثابت."
}

BANKING_GLOSSARY_EN = {
    "Current Account": "A bank account that allows frequent withdrawals and deposits, usually without interest.",
    "Savings Account": "A bank account that pays interest on deposits and encourages saving.",
    "Debit Card": "A card that allows electronic payment directly from a current account.",
    "Credit Card": "A card that allows borrowing within a pre-approved credit limit.",
    "Interest Rate": "The percentage of the principal amount that a borrower pays as a fee to the lender.",
    "Available Balance": "The amount available for withdrawal from an account.",
    "Bank Statement": "A record of financial transactions over a specified period.",
    "Wire Transfer": "Electronic transfer of funds from one account to another.",
    "Mortgage": "A loan to purchase real estate, where the property itself serves as collateral.",
    "Fixed Deposit": "A financial deposit in a bank for a specified time period at a fixed interest rate."
}

# Function to get enhanced customer service response
def get_enhanced_response(intent, language, user_name=None):
    """
    Generate an enhanced customer service response based on intent and language.
    
    Args:
        intent (str): The identified user intent
        language (str): The language code ('ar' or 'en')
        user_name (str, optional): The user's name for personalization
        
    Returns:
        str: An enhanced response with appropriate customer service elements
    """
    import random
    
    # Select the appropriate phrases based on language
    phrases = ENHANCED_CUSTOMER_SERVICE_PHRASES_AR if language == "ar" else ENHANCED_CUSTOMER_SERVICE_PHRASES_EN
    
    # Get the base response content
    if language == "ar":
        base_content = ONB_GUIDELINES_AR.get(intent, "")
    else:
        base_content = ONB_GUIDELINES_EN.get(intent, "")
    
    # Add personalization if user name is provided
    greeting = random.choice(phrases["greeting"])
    if user_name:
        if language == "ar":
            greeting = greeting.replace("مرحبًا", f"مرحبًا {user_name}")
        else:
            greeting = greeting.replace("Welcome", f"Welcome {user_name}")
    
    # Add reassurance for financial security related intents
    reassurance = ""
    if intent in ["balance", "transfer", "loan", "new_account"]:
        reassurance = f"<br><br>{random.choice(phrases['reassurance'])}"
    
    # Add follow-up
    follow_up = random.choice(phrases["follow_up"])
    
    # Combine all elements
    enhanced_response = f"{greeting}<br><br>{base_content}{reassurance}<br><br>{follow_up}"
    
    return enhanced_response

# Function to handle common banking FAQs
def handle_banking_faq(question, language):
    """
    Check if the user's question matches any common banking FAQs and return the answer.
    
    Args:
        question (str): The user's question
        language (str): The language code ('ar' or 'en')
        
    Returns:
        str or None: The FAQ answer if found, None otherwise
    """
    # Select the appropriate FAQs based on language
    faqs = BANKING_FAQS_AR if language == "ar" else BANKING_FAQS_EN
    
    # Convert question to lowercase for case-insensitive matching
    question_lower = question.lower()
    
    # Check each FAQ for a match
    for faq in faqs:
        faq_question_lower = faq["question"].lower()
        
        # Check if the user's question contains the FAQ question keywords
        keywords = faq_question_lower.split()
        match_count = sum(1 for keyword in keywords if keyword in question_lower)
        
        # If more than 50% of keywords match, consider it a match
        if match_count >= len(keywords) * 0.5:
            return faq["answer"]
    
    return None

# Function to offer satisfaction survey
def offer_satisfaction_survey(language):
    """
    Generate HTML for a customer satisfaction survey.
    
    Args:
        language (str): The language code ('ar' or 'en')
        
    Returns:
        str: HTML for the satisfaction survey
    """
    # Select the appropriate survey based on language
    survey = SATISFACTION_SURVEY_AR if language == "ar" else SATISFACTION_SURVEY_EN
    
    # Generate HTML for the survey
    html = f"""
    <div class="satisfaction-survey" dir="{('rtl' if language == 'ar' else 'ltr')}">
        <h3>{survey['title']}</h3>
        <p>{survey['intro']}</p>
        <form id="satisfaction-form">
    """
    
    # Add questions
    for i, question in enumerate(survey['questions']):
        html += f"""
        <div class="survey-question">
            <p>{question}</p>
            <div class="rating-options">
        """
        
        # Add rating options
        for rating in survey['ratings']:
            html += f"""
            <label>
                <input type="radio" name="q{i+1}" value="{rating}">
                {rating}
            </label>
            """
        
        html += """
            </div>
        </div>
        """
    
    # Add text area for suggestions
    html += f"""
        <div class="survey-question">
            <p>{survey['questions'][-1]}</p>
            <textarea name="suggestions" rows="3" cols="40"></textarea>
        </div>
    """
    
    # Add submit button
    html += f"""
        <button type="button" onclick="submitSurvey()" class="survey-submit">{survey['submit']}</button>
        </form>
    </div>
    
    <script>
    function submitSurvey() {{
        alert('{survey['thanks']}');
        document.getElementById('satisfaction-form').style.display = 'none';
    }}
    </script>
    """
    
    return html

# Function to provide banking term definition
def get_banking_term_definition(term, language):
    """
    Get the definition of a banking term from the glossary.
    
    Args:
        term (str): The banking term to look up
        language (str): The language code ('ar' or 'en')
        
    Returns:
        str or None: The definition if found, None otherwise
    """
    # Select the appropriate glossary based on language
    glossary = BANKING_GLOSSARY_AR if language == "ar" else BANKING_GLOSSARY_EN
    
    # Convert term to lowercase for case-insensitive matching
    term_lower = term.lower()
    
    # Check each term in the glossary
    for glossary_term, definition in glossary.items():
        if glossary_term.lower() in term_lower or term_lower in glossary_term.lower():
            return definition
    
    return None