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updates to twitter use-case #118

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Dec 6, 2023
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updates to twitter use-case #118

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125 changes: 82 additions & 43 deletions examples/twitter_support/main.py
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from dotenv import load_dotenv
load_dotenv()
import tanuki

from pydantic import BaseModel
from typing import Literal
from typing import Literal, Optional
import tanuki
class Tweet(BaseModel):
"""
Tweet object
The name is the account of the user
The text is the tweet they sent
id is a unique classifier
"""
name: str
text: str
id: str

class Response(BaseModel):
"""
Response object, where the response attribute is the response sent to the customer
requires_ticket is a boolean indicating whether the incoming tweet was a question or a direct issue
that would require human intervention and action
"""
requires_ticket: bool
response: str

class SupportTicket(BaseModel):
"""
Support ticket object, where the name attribute is customers name,
Support ticket object, where
issue is a brief description of the issue customer had
urgency conveys how urgently the team should respond to the issue
"""
name: str
issue: str
urgency: Literal["low", "medium", "high"]

# response creation
@tanuki.patch
def classify_and_respond(tweet_text: str) -> Response:
def classify_and_respond(tweet: Tweet) -> Response:
"""
Respond to the customer support tweet text empathetically and nicely.
Convey that you care about the issue and if the problem was a direct issue that the support team should fix or a question, the team will respond to it.
"""

@tanuki.align
def align_respond():
input_tweet_1 = "Laia Johnson: I really like the new shovel but the handle broke after 2 days of use. Can I get a replacement?"
input_tweet_1 = Tweet(name = "Laia Johnson",
text = "I really like the new shovel but the handle broke after 2 days of use. Can I get a replacement?",
id = "123")
assert classify_and_respond(input_tweet_1) == Response(
requires_ticket=True,
response="Hi, we are sorry to hear that. We will get back to you with a replacement as soon as possible, can you send us your order nr?"
)
input_tweet_2 = "Keira Townsend: I hate the new design of the iphone. It is so ugly. I am switching to Samsung"
input_tweet_2 = Tweet(name = "Keira Townsend",
text = "I hate the new design of the iphone. It is so ugly. I am switching to Samsung",
id = "10pa")
assert classify_and_respond(input_tweet_2) == Response(
requires_ticket=False,
response="Hi, we are sorry to hear that. We will take this into consideration and let the product team know of the feedback"
)
input_tweet_3 = "Thomas Bell: @Amazonsupport. I have a question about ordering, do you deliver to Finland?"
input_tweet_3 = Tweet(name = "Thomas Bell",
text = "@Amazonsupport. I have a question about ordering, do you deliver to Finland?",
id = "test")
assert classify_and_respond(input_tweet_3) == Response(
requires_ticket=True,
response="Hi, thanks for reaching out. The question will be sent to our support team and they will get back to you as soon as possible"
)
input_tweet_4 = "Jillian Murphy: Just bought the new goodybox and so far I'm loving it!"
input_tweet_4 = Tweet(name = "Jillian Murphy",
text = "Just bought the new goodybox and so far I'm loving it!",
id = "009")
assert classify_and_respond(input_tweet_4) == Response(
requires_ticket=False,
response="Hi, thanks for reaching out. We are happy to hear that you are enjoying the product"

)

# support ticket creation
@tanuki.patch
def create_support_ticket(tweet_text: str) -> SupportTicket:
"""
Using the tweet text create a support ticket for saving to the internal database
Create a short summary of action that needs to be taken and the urgency of the issue
"""

@tanuki.align
def align_supportticket():
input_tweet_1 = "Laia Johnson: I really like the new shovel but the handle broke after 2 days of use. Can I get a replacement?"
input_tweet_1 = "I really like the new shovel but the handle broke after 2 days of use. Can I get a replacement?"
assert create_support_ticket(input_tweet_1) == SupportTicket(
name = "Laia Johnson",
issue="Needs a replacement product because the handle broke",
urgency = "high"
)
input_tweet_2 = "Thomas Bell: @Amazonsupport. I have a question about ordering, do you deliver to Finland?"
input_tweet_2 = "@Amazonsupport. I have a question about ordering, do you deliver to Finland?"
assert create_support_ticket(input_tweet_2) == SupportTicket(
name="Thomas Bell",
issue="Answer whether we deliver to Finland",
issue="Find out and answer whether we currently deliver to Finland",
urgency="low"
)
input_tweet_3 = "Jillian Murphy: Just bought the new goodybox and so far I'm loving it! The cream package was slightly damaged however, would need that to be replaced"
assert classify_and_respond(input_tweet_3) == SupportTicket(
name="Jillian Murphy",
input_tweet_3 = "Just bought the new goodybox and so far I'm loving it! The cream package was slightly damaged however, would need that to be replaced"
assert create_support_ticket(input_tweet_3) == SupportTicket(
issue="Needs a new cream as package was slightly damaged",
urgency="medium"
)

# final function for the workflow
def analyse_and_respond(tweet: Tweet) -> tuple[Optional[SupportTicket], Response]:
# get the response
response = classify_and_respond(tweet)
# if the response requires a ticket, create a ticket
if response.requires_ticket:
support_ticket = create_support_ticket(tweet.text)
return response, support_ticket
return response, None


def main():
"""
Run through the workflow of twitter support bot.
Example usecase uses 3 tweets, where first two require a support ticket and final one does not
This function analyses the incoming tweet and returns a response output and if needed a ticket output
"""
# start with calling aligns
# start with calling aligns to register the align statements
align_respond()
align_supportticket()

input_tweet_1 = "Jack Bell: Bro @Argos why did my order not arrive? I ordered it 2 weeks ago. Horrible service"
response = classify_and_respond(input_tweet_1)
input_tweet_1 = Tweet(name = "Jack Bell",
text = "Bro @Argos why did my order not arrive? I ordered it 2 weeks ago. Horrible service",
id = "1")
response, ticket = analyse_and_respond(input_tweet_1)

print(response)
# requires_ticket=True
# response="Hi Jack, we're really sorry to hear about this. We'll look into it right away and get back to you as soon as possible. Could you please provide us with your order number?"
# response="Hi Jack, we're really sorry to hear about this. We'll look into it right away and get back to you as soon as possible."

if response.requires_ticket:
ticket = create_support_ticket(input_tweet_1)
# name='Jack Bell'
# issue='Order did not arrive'
# urgency='high'
print(ticket)
# issue="Customer's order did not arrive after 2 weeks"
# urgency='high'

input_tweet_2 = Tweet(name = "Casey Montgomery",
text = "@Argos The delivery time was 3 weeks but was promised 1. Not a fan. ",
id = "12")
response, ticket = analyse_and_respond(input_tweet_2)

input_tweet_2 = "Casey Montgomery: @Argos The delivery time was 3 weeks but was promised 1. Not a fan. "
response = classify_and_respond(input_tweet_2)
print(response)
# requires_ticket=True
# response='Hi, we are sorry to hear about the delay. We will look into this issue and get back to you as soon as possible. Can you provide us with your order number?
if response.requires_ticket:
ticket = create_support_ticket(input_tweet_2)
# name='Casey Montgomery'
# issue='Complaint about delivery time'
# urgency='medium'
# response="Hi Casey, we're really sorry to hear about the delay in your delivery. We'll look into this issue and get back to you as soon as possible."

input_tweet_3 = "Jacks Parrow: @Argos The new logo looks quite ugly, wonder why they changed it"
response = classify_and_respond(input_tweet_3)
print(ticket)
# issue='Delivery time was longer than promised'
# urgency='medium'

input_tweet_3 = Tweet(name = "Jacks Parrow",
text = "@Argos The new logo looks quite ugly, wonder why they changed it",
id = "1123")
response, ticket = analyse_and_respond(input_tweet_3)

print(response)
# requires_ticket=False
# response='Hi, we are sorry to hear that. We will take this into consideration and let the product team know of the feedback'
# response="Hi Jacks Parrow, we're sorry to hear that you're not a fan of the new logo. We'll pass your feedback on to the relevant team. Thanks for letting us know."

print(ticket)
# None

if response.requires_ticket:
ticket = create_support_ticket(input_tweet_3)
# No ticket

if __name__ == '__main__':
if __name__ == "__main__":
main()
2 changes: 1 addition & 1 deletion examples/twitter_support/readme.md
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This example takes in a tweet to a company's support account and first creates an empathetic response to the tweet and classifies the tweet as if it requires further action from the company's support team. If the tweet does require further action, then a support ticket is created that can be saved to the company's internal database for further action.

Moneypatch is used in this example to create the response, classify the tweet and create the support ticket if needed
Tanuki is used in this example to create the response, classify the tweet and create the support ticket if needed

## Configuration

Expand Down