CS-1625 POC

Author: jwelborn-sugar

events/chat-sentiment.json

@@ -0,0 +1,38 @@
+{
+  "Records": [
+    {
+      "eventVersion": "2.1",
+      "eventSource": "aws:s3",
+      "awsRegion": "us-east-1",
+      "eventTime": "2020-10-26T18:25:55.516Z",
+      "eventName": "ObjectCreated:Put",
+      "userIdentity": {
+        "principalId": "AWS:AIDA5CCDZW4MRSCLDY7UR"
+      },
+      "requestParameters": {
+        "sourceIPAddress": "68.73.117.169"
+      },
+      "responseElements": {
+        "x-amz-request-id": "6392D2FE18F780C1",
+        "x-amz-id-2": "lJ45peuTi9s5Ffx7K6uljzZjySzgtGK38tKxiInIIL3QgumvIgEhFgdbwpbkGuGHEarfh8r8blscrtzc0hpoiwCPcVWJituMA+jgbaXS+rw="
+      },
+      "s3": {
+        "s3SchemaVersion": "1.0",
+        "configurationId": "transcriptNotifyEvent",
+        "bucket": {
+          "name": "connect-6a8d34621f87",
+          "ownerIdentity": {
+            "principalId": "AW0EZPYKZ1NJM"
+          },
+          "arn": "arn:aws:s3:::connect-6a8d34621f87"
+        },
+        "object": {
+          "key": "connect/jwelborn-sugar/ChatTranscripts/2021/04/01/cs-1625.json",
+          "size": 34442,
+          "eTag": "8f3fe4ffaa7410d8a315901cd3295339",
+          "sequencer": "005F9714B51413EDF5"
+        }
+      }
+    }
+  ]
+}

src/handlers/chat-sentiment.js

@@ -0,0 +1,51 @@
+/*
+ * Your installation or use of this SugarCRM file is subject to the applicable
+ * terms available at
+ * http://support.sugarcrm.com/Resources/Master_Subscription_Agreements/.
+ * If you do not agree to all of the applicable terms or do not have the
+ * authority to bind the entity as an authorized representative, then do not
+ * install or use this SugarCRM file.
+ *
+ * Copyright (C) SugarCRM Inc. All rights reserved.
+ */
+
+/**
+ * Utils
+*/
+const chatUtils = require('../utils/sugar/chat-transcript-utils');
+const comprehendUtils = require('../utils/aws/comprehend-utils');
+const loggerUtils = require('../utils/logger-utils');
+const s3Utils = require('../utils/aws/s3-utils');
+const utils = require('../utils/utils');
+
+/**
+ * Function to update a call with transcript once the transcript is
+ * uploaded to S3.
+ *
+ * @param {Object} event S3 Event that invokes this function
+ */
+const handler = async (event) => {
+    // Log S3 Event to cloudwatch for debugging.
+    loggerUtils.logS3Event(event);
+
+    // Fetch and process transcript from s3
+    let transcript = await s3Utils.getJsonFromS3Event(event);
+    console.log('Fetched Chat transcript: \n', transcript);
+
+    let batchTranscript = utils.batchTrancsriptByParticipant(transcript);
+    console.log('Batch Transcript: \n' + JSON.stringify(batchTranscript, null, 2));
+    let batchSentiment = await comprehendUtils.getBatchTranscriptByParticipant(batchTranscript);
+    console.log('Batch Sentiment: \n' + JSON.stringify(batchSentiment, null, 2));
+
+    let stringTranscript = utils.stringTranscriptByParticipant(transcript);
+    console.log('String Transcript: \n' + JSON.stringify(stringTranscript, null, 2));
+    let stringSentiment = await comprehendUtils.getStringTranscriptByParticipant(stringTranscript);
+    console.log('String Sentiment: \n' + JSON.stringify(stringSentiment, null, 2));
+
+    let annotatedTranscript = chatUtils.createAnnotatedTrancsript(transcript, batchSentiment, stringSentiment);
+    console.log('Annotated Transcript: \n' + JSON.stringify(transcript, null, 2));
+
+    return annotatedTranscript;
+};
+
+exports.handler = handler;

src/utils/aws/comprehend-utils.js

@@ -0,0 +1,63 @@
+/*
+ * Your installation or use of this SugarCRM file is subject to the applicable
+ * terms available at
+ * http://support.sugarcrm.com/Resources/Master_Subscription_Agreements/.
+ * If you do not agree to all of the applicable terms or do not have the
+ * authority to bind the entity as an authorized representative, then do not
+ * install or use this SugarCRM file.
+ *
+ * Copyright (C) SugarCRM Inc. All rights reserved.
+ */
+const AWS = require('aws-sdk');
+
+/**
+ * Call comprehend batchDetectSentiment API to get an array of sentiments per utterance grouped by conversation participant
+ *
+ * @param {Object} groupedTranscript
+ * @returns {Object} Sentiments grouped by participant, with a sentiment score for each utterance in the transcript
+ */
+async function getBatchTranscriptByParticipant(groupedTranscript) {
+    const comprehend = new AWS.Comprehend();
+    let groupedSentiment = {};
+    for (const [key, value] of Object.entries(groupedTranscript)) {
+        let params = {
+            LanguageCode: 'en',
+            TextList: value
+        };
+        groupedSentiment[key] = await comprehend.batchDetectSentiment(params, function(err, data) {
+            if (err) {
+                console.log(err);
+            } else {
+                return data;
+            }
+        }).promise();
+    }
+    return groupedSentiment;
+}
+
+/**
+ * Call comprehend detectSentiment API to get a single sentiment for each conversation participant
+ *
+ * @param {Object} groupedTranscript
+ * @returns {Object} Sentiments grouped by participant, with a single sentiment score per participant
+ */
+async function getStringTranscriptByParticipant(groupedTranscript) {
+    const comprehend = new AWS.Comprehend();
+    let groupedSentiment = {};
+    for (const [key, value] of Object.entries(groupedTranscript)) {
+        let params = {
+            LanguageCode: 'en',
+            Text: value
+        };
+        groupedSentiment[key] = await comprehend.detectSentiment(params, (err, data) => {
+            if (err) {
+                console.log(err);
+            } else {
+                return data;
+            }
+        }).promise();
+    }
+    return groupedSentiment;
+}
+
+module.exports = { getBatchTranscriptByParticipant, getStringTranscriptByParticipant };

src/utils/sugar/chat-transcript-utils.js

@@ -0,0 +1,47 @@
+/*
+ * Your installation or use of this SugarCRM file is subject to the applicable
+ * terms available at
+ * http://support.sugarcrm.com/Resources/Master_Subscription_Agreements/.
+ * If you do not agree to all of the applicable terms or do not have the
+ * authority to bind the entity as an authorized representative, then do not
+ * install or use this SugarCRM file.
+ *
+ * Copyright (C) SugarCRM Inc. All rights reserved.
+ */
+/**
+ * Combine raw transcript with the return from batchSentiment API and getSentiment APIs into one
+ * annotated transcript with overall scores for each participant and individual message scores.
+ *
+ * @param {Object} transcript raw Connect Chat Transcript
+ * @param {*} sentimentScores Sentiment scores for each chat participane keyed by participant name
+ */
+function createAnnotatedTrancsript(transcript, batchSentiment, stringSentiment) {
+    for (const [participant, sentiment] of Object.entries(stringSentiment)) {
+        transcript[`${participant}_SENTIMENT`] = sentiment;
+    }
+
+    let participantIndices = {};
+    Object.keys(batchSentiment).forEach(key => {
+        participantIndices[key] = 0;
+    });
+
+    let messages = transcript.Transcript;
+
+    messages = messages.map(message => {
+        if (message.ContentType !== 'text/plain') {
+            return message;
+        }
+        let role = message.ParticipantRole;
+        let index = participantIndices[role]++;
+        let messageSentiment = batchSentiment[role].ResultList[index];
+        message['Sentiment'] = messageSentiment;
+        return message;
+    });
+    transcript.Transcript = messages;
+
+    return transcript;
+}
+
+module.exports = {
+    createAnnotatedTrancsript
+};

src/utils/utils.js

@@ -23,4 +23,47 @@ function processTranscript(transcript) {
     return processedTranscript.trim();
 }
 
-module.exports = { processTranscript };
+/**
+ * Process raw transcript to group messages by Participant
+ *
+ * @param {Object} transcript JSON representing a chat transcript
+ * @returns {Object} mapping of conversation participant to an array of utterances
+ */
+function batchTrancsriptByParticipant(transcript) {
+    let groupedMessages = {};
+    transcript.Transcript.forEach((statement) => {
+        if (!('Content' in statement)) {
+            return;
+        };
+        let role = statement.ParticipantRole;
+        if (!(role in groupedMessages)) {
+            groupedMessages[role] = [];
+        }
+        groupedMessages[role].push(statement.Content);
+    });
+    return groupedMessages;
+}
+
+/**
+ * Process raw transcript to group messages by participant, and combine messages into a single
+ * string.
+ *
+ * @param {Object} transcript JSON representing a chat transcript
+ * @returns {Object} mapping of conversation participant to string with combined utterances
+ */
+function stringTranscriptByParticipant(transcript) {
+    let groupedMessages = {};
+    transcript.Transcript.forEach((statement) => {
+        if (!('Content' in statement)) {
+            return;
+        };
+        let role = statement.ParticipantRole;
+        if (!(role in groupedMessages)) {
+            groupedMessages[role] = '';
+        }
+        groupedMessages[role] = `${groupedMessages[role]} ${statement.Content}`.trim();
+    });
+    return groupedMessages;
+}
+
+module.exports = { processTranscript, batchTrancsriptByParticipant, stringTranscriptByParticipant };

template.yml

@@ -238,6 +238,21 @@ Resources:
           region: !Ref AWS::Region
           secretManagerArn: !Ref SugarSecrets
           sugarUrl: !Ref SugarURL
+  
+  GetChatSentimentFunction:
+    Type: 'AWS::Serverless::Function'
+    Properties:
+      Description: AWS Lambda Function to get chat sentiments
+      Handler: 'src/handlers/chat-sentiment.handler'
+      Runtime: 'nodejs12.x'
+      MemorySize: 128
+      Role: !GetAtt s3CloudwatchLambdaExecutionRole.Arn
+      Timeout: 60
+      Environment:
+        Variables:
+          region: !Ref AWS::Region
+          secretManagerArn: !Ref SugarSecrets
+          sugarUrl: !Ref SugarURL
 
   CallRecordingFunction:
     Condition: ShouldInstallCallRecordingFunction
@@ -295,6 +310,10 @@ Resources:
                 - "lambda.amazonaws.com"
             Action:
               - "sts:AssumeRole"
+          - Effect: "Allow"
+            Action:
+              - "comprehend:BatchDetectSentiment"
+            Resource: "*"
       Path: "/"
       ManagedPolicyArns:
         - "arn:aws:iam::aws:policy/AmazonS3FullAccess"