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