feat: Sentiment Analysis (#7475)

enterprise/app/jobs/enterprise/sentiment_analysis_job.rb

@@ -0,0 +1,39 @@
+class Enterprise::SentimentAnalysisJob < ApplicationJob
+  queue_as :default
+
+  def perform(message)
+    return if message.account.locale != 'en'
+    return if valid_incoming_message?(message)
+
+    save_message_sentiment(message)
+  rescue StandardError => e
+    Rails.logger.error("Sentiment Analysis Error for message #{message.id}: #{e}")
+    ChatwootExceptionTracker.new(e, account: message.account).capture_exception
+  end
+
+  def save_message_sentiment(message)
+    # We are truncating the data here to avoind the OnnxRuntime::Error
+    # Indices element out of data bounds, idx=512 must be within the inclusive range [-512,511]
+    # While gathering the maningfull node the Array/tensor index is going out of bound
+
+    text = message.content&.truncate(2900)
+    sentiment = model.predict(text)
+    message.sentiment = sentiment.merge(value: label_val(sentiment))
+
+    message.save!
+  end
+
+  # Model initializes OnnxRuntime::Model, with given file for inference session and to create the tensor
+  def model
+    model_path = ENV.fetch('SENTIMENT_FILE_PATH', nil)
+    Informers::SentimentAnalysis.new(model_path) if model_path.present?
+  end
+
+  def label_val(sentiment)
+    sentiment[:label] == 'positive' ? 1 : -1
+  end
+
+  def valid_incoming_message?(message)
+    !message.incoming? || message.private?
+  end
+end

enterprise/app/models/enterprise/message.rb

@@ -0,0 +1,5 @@
+module Enterprise::Message
+  def update_message_sentiments
+    ::Enterprise::SentimentAnalysisJob.perform_later(self)
+  end
+end

enterprise/app/models/enterprise/sentiment_analysis_helper.rb

@@ -0,0 +1,45 @@
+module Enterprise::SentimentAnalysisHelper
+  extend ActiveSupport::Concern
+
+  included do
+    def opening_sentiments
+      records = incoming_messages.first(average_message_count)
+      average_sentiment(records)
+    end
+
+    def closing_sentiments
+      return unless resolved?
+
+      records = incoming_messages.last(average_message_count)
+      average_sentiment(records)
+    end
+
+    def average_sentiment(records)
+      {
+        label: average_sentiment_label(records),
+        score: average_sentiment_score(records)
+      }
+    end
+
+    private
+
+    def average_sentiment_label(records)
+      value = records.pluck(:sentiment).sum { |a| a['value'].to_i }
+      value.negative? ? 'negative' : 'positive'
+    end
+
+    def average_sentiment_score(records)
+      total = records.pluck(:sentiment).sum { |a| a['score'].to_f }
+      total / average_message_count
+    end
+
+    def average_message_count
+      # incoming_messages.count >= 10 ? 5 : ((incoming_messages.count / 2) - 1)
+      5
+    end
+
+    def incoming_messages
+      messages.incoming.where(private: false)
+    end
+  end
+end