Generates a structured handoff summary for a customer support ticket so an agent picking up the case can get oriented in seconds instead of reading the whole thread. Each summary contains four fields:

• Issue timeline — what happened, in order
• Customer sentiment — Positive / Neutral / Negative
• Prior commitments — what was promised to the customer
• Unresolved questions — what still needs an answer

The goal (per the project spec) is to cut average handoff prep time from ~12 minutes to under 3. This repo is the RQ-1 happy-path slice: load a Salesforce-shaped ticket, flatten it into a chronological thread, and ask the LLM for the structured summary. PII redaction, fallback handling, and audit logging are tracked separately and not all implemented here.

The intended production delivery is inside Salesforce Service Cloud (no new UI). The CLI and web UI in this repo are developer/demo harnesses for local testing.

• Python ≥ 3.11
• An LLM backend — either a Gemini API key (default) or a local Ollama server. See Choosing a backend.

# create and activate a virtual environment
python3 -m venv .venv
source .venv/bin/activate

# install the package (editable) plus the test tooling
pip install -e ".[dev]"

On Windows, activate the virtual environment with .venv\Scripts\activate instead of source .venv/bin/activate.

Then configure a backend. Copy the example env file and fill it in:

cp .env.example .env
# edit .env: set GEMINI_API_KEY=...   (or LLM_PROVIDER=ollama, see below)

Set LLM_PROVIDER to pick the LLM (defaults to gemini).

Gemini (LLM_PROVIDER=gemini) — set at least one API key:

* Set at least one of GEMINI_API_KEY / GOOGLE_API_KEY.

Ollama (LLM_PROVIDER=ollama) — runs against a local Ollama server; no API key needed. Pull a model first (e.g. ollama pull qwen3.5):

Installing the package exposes two console commands.

Sample tickets for demoing live in demo/ (clean, paste-ready).

summarizer demo/ticket-48190-password-reset.json

Add --json to print the raw structured summary instead of the formatted view:

summarizer demo/ticket-48190-password-reset.json --json

summarizer-web
# then open http://localhost:8000

Paste the contents of a demo/ ticket into the textarea — or drag a .json file onto it — and submit to see the rendered summary.

pytest

Offline tests use a fake generator seeded from each fixture, so the suite runs without a network call or API key. One end-to-end test hits the real Gemini API and is opt-in — it runs only when explicitly enabled:

RUN_LIVE=1 pytest