feat: Allow label suggestions with OpenAI APIs (#7428)

enterprise/lib/enterprise/integrations/openai_processor_service.rb

@@ -0,0 +1,54 @@
+module Enterprise::Integrations::OpenaiProcessorService
+  ALLOWED_EVENT_NAMES = %w[rephrase summarize reply_suggestion label_suggestion].freeze
+  CACHEABLE_EVENTS = %w[label_suggestion].freeze
+
+  def label_suggestion_message
+    payload = label_suggestion_body
+    return nil if payload.blank?
+
+    response = make_api_call(label_suggestion_body)
+
+    # LLMs are not deterministic, so this is bandaid solution
+    # To what you ask? Sometimes, the response includes
+    # "Labels:" in it's response in some format. This is a hacky way to remove it
+    # TODO: Fix with with a better prompt
+    response.gsub(/^(label|labels):/i, '')
+  end
+
+  private
+
+  def labels_with_messages
+    labels = hook.account.labels.pluck(:title).join(', ')
+
+    character_count = labels.length
+    conversation = find_conversation
+    messages = init_messages_body(false)
+    add_messages_until_token_limit(conversation, messages, false, character_count)
+
+    return nil if messages.blank? || labels.blank?
+
+    "Messages:\n#{messages}\nLabels:\n#{labels}"
+  end
+
+  def label_suggestion_body
+    content = labels_with_messages
+    return nil if content.blank?
+
+    {
+      model: self.class::GPT_MODEL,
+      messages: [
+        {
+          role: 'system',
+          content: 'Your role is as an assistant to a customer support agent. You will be provided with a transcript of a conversation between a ' \
+                   'customer and the support agent, along with a list of potential labels. ' \
+                   'Your task is to analyze the conversation and select the two labels from the given list that most accurately ' \
+                   'represent the themes or issues discussed. Ensure you preserve the exact casing of the labels as they are provided in the list. ' \
+                   'Do not create new labels; only choose from those provided. Once you have made your selections, please provide your response ' \
+                   'as a comma-separated list of the provided labels. Remember, your response should only contain the labels you\'ve selected, ' \
+                   'in their original casing, and nothing else. '
+        },
+        { role: 'user', content: content }
+      ]
+    }.to_json
+  end
+end

enterprise/spec/integrations/openai/processor_service_spec.rb

@@ -0,0 +1,81 @@
+require 'rails_helper'
+
+RSpec.describe Integrations::Openai::ProcessorService do
+  subject { described_class.new(hook: hook, event: event) }
+
+  let(:account) { create(:account) }
+  let(:hook) { create(:integrations_hook, :openai, account: account) }
+  let(:expected_headers) { { 'Authorization' => "Bearer #{hook.settings['api_key']}" } }
+  let(:openai_response) do
+    {
+      'choices' => [
+        {
+          'message' => {
+            'content' => 'This is a reply from openai.'
+          }
+        }
+      ]
+    }.to_json
+  end
+  let!(:conversation) { create(:conversation, account: account) }
+  let!(:customer_message) { create(:message, account: account, conversation: conversation, message_type: :incoming, content: 'hello agent') }
+  let!(:agent_message) { create(:message, account: account, conversation: conversation, message_type: :outgoing, content: 'hello customer') }
+
+  describe '#perform' do
+    context 'when event name is label_suggestion with labels' do
+      let(:event) { { 'name' => 'label_suggestion', 'data' => { 'conversation_display_id' => conversation.display_id } } }
+      let(:label1) { create(:label, account: account) }
+      let(:label2) { create(:label, account: account) }
+      let(:label_suggestion_payload) do
+        labels = "#{label1.title}, #{label2.title}"
+        messages =
+          "Customer #{customer_message.sender.name} : #{customer_message.content}\nAgent #{agent_message.sender.name} : #{agent_message.content}"
+
+        "Messages:\n#{messages}\n\nLabels:\n#{labels}"
+      end
+
+      it 'returns the label suggestions' do
+        request_body = {
+          'model' => 'gpt-3.5-turbo',
+          'messages' => [
+            {
+              role: 'system',
+              content: 'Your role is as an assistant to a customer support agent. You will be provided with ' \
+                       'a transcript of a conversation between a customer and the support agent, along with a list of potential labels. ' \
+                       'Your task is to analyze the conversation and select the two labels from the given list that most accurately ' \
+                       'represent the themes or issues discussed. Ensure you preserve the exact casing of the labels as they are provided ' \
+                       'in the list. Do not create new labels; only choose from those provided. Once you have made your selections, ' \
+                       'please provide your response as a comma-separated list of the provided labels. Remember, your response should only contain ' \
+                       'the labels you\'ve selected, in their original casing, and nothing else. '
+            },
+            { role: 'user', content: label_suggestion_payload }
+          ]
+        }.to_json
+
+        stub_request(:post, 'https://api.openai.com/v1/chat/completions')
+          .with(body: request_body, headers: expected_headers)
+          .to_return(status: 200, body: openai_response, headers: {})
+
+        result = subject.perform
+        expect(result).to eq('This is a reply from openai.')
+      end
+    end
+
+    context 'when event name is label_suggestion with no labels' do
+      let(:event) { { 'name' => 'label_suggestion', 'data' => { 'conversation_display_id' => conversation.display_id } } }
+
+      it 'returns nil' do
+        result = subject.perform
+        expect(result).to be_nil
+      end
+    end
+
+    context 'when event name is not one that can be processed' do
+      let(:event) { { 'name' => 'unknown', 'data' => {} } }
+
+      it 'returns nil' do
+        expect(subject.perform).to be_nil
+      end
+    end
+  end
+end