callcenter 프로젝트 완료

- 상담 기록 분석 및 요약
- 상담 기록 db 저장
- 상담 평가
- 상담 평가 db 저장

project/CALLCENTER_APP/backend/services/call_service.py

@@ -1,8 +1,8 @@
 from backend.ai.llm import hugging_llm
 from langchain_core.prompts import ChatPromptTemplate
-from backend.prompts.all_prompt import SUMMARY_SYSTEM_PROMPT
-from backend.repository.models import CallHistory
-from backend.schemas.summary_schema import CallSummary, CallCreate
+from backend.prompts.all_prompt import SUMMARY_SYSTEM_PROMPT, CALL_EVALUATION_PROMPT
+from backend.repository.models import CallHistory, CallEvaluation
+from backend.schemas.summary_schema import CallSummary, CallCreate, CallEvaluationResponse
 from sqlalchemy.orm import Session
 
 from backend.schemas.summary_schema import CallRequest
@@ -41,15 +41,51 @@ def save_call_history(db, data):
 
     return history
 
-def evaluate_call():
+def evaluate_call(transcript:str):
     """상담  평가"""
+    structured_llm = hugging_llm.with_structured_output(CallEvaluationResponse)
+    prompt = ChatPromptTemplate.from_template(CALL_EVALUATION_PROMPT)
 
-    pass
+    chain = prompt | structured_llm
+    return chain.invoke({"transcript":transcript})
 
-def save_call_evaluation():
+def calculate_score(evaluation):
+    score = 0
+
+    if evaluation.identity_verification:
+        score += 25
+
+    if evaluation.empathy:
+        score += 25
+
+    if evaluation.issue_resolution:
+        score += 25
+
+    if evaluation.survey_guidance:
+        score += 25
+
+    return score
+
+def save_call_evaluation(db:Session, call_id:int, evaluation:CallEvaluationResponse):
     """상담 평가 내용 저장"""
+    score = calculate_score(evaluation)
+
+    entity = CallEvaluation(
+        call_id = call_id,
+        identity_verification = evaluation.identity_verification,
+        identity_verification_reason = evaluation.identity_verification_reason,
+        empathy = evaluation.empathy,
+        empathy_reason = evaluation.empathy_reason,
+        issue_resolution = evaluation.issue_resolution,
+        issue_resolution_reason = evaluation.issue_resolution_reason,
+        survey_guidance = evaluation.survey_guidance,
+        survey_guidance_reason = evaluation.survey_guidance_reason,
+        score = score,
+    )
+    db.add(entity)
+    db.commit()
+    db.refresh(entity)
 
-    pass
 
 def create_call_history(req: CallRequest, db:Session):
     # 요약
@@ -66,7 +102,19 @@ def create_call_history(req: CallRequest, db:Session):
         customer_issue = summary.customer_issue,
         resolution = summary.resolution
     )
+    history = save_call_history(db = db, data = call_data)
 
-    return save_call_history(db = db, data = call_data)
-
+    # 상담 평가
+    evaluation = evaluate_call(req.transcript)
+    # 평가 저장
+    save_call_evaluation(db = db, call_id=history.call_id, evaluation=evaluation)
 
+    return CallSummary(
+        summary=summary.summary,
+        keywords=summary.keywords,
+        category=summary.category,
+        sentiment=summary.sentiment,
+        action_items=summary.action_items,
+        customer_issue=summary.customer_issue,
+        resolution=summary.resolution,
+    )