customer support bot

Author: nileenashaju

10_customer_suppot_bot/README.md

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+# Customer Support Chatbot Template
+
+### How to use it?
+Please follow the steps [as mentioned here](https://github.com/cedextech/Rasa-Chatbot-Templates/blob/master/README.md)
+
+### Screenshots
+![screenshot_1.png](screenshot_1.png)![screenshot_2.png](screenshot_2.png)![screenshot_3.png](screenshot_3.png)![screenshot_4.png](screenshot_4.png)![screenshot_5.png](screenshot_5.png)

10_customer_suppot_bot/compressed.zip

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+from typing import Dict, Text, Any, List, Union, Optional
+
+from rasa_sdk import Tracker
+from rasa_sdk.executor import CollectingDispatcher
+
+from rasa_sdk import Action
+from rasa_sdk.forms import FormAction
+import json
+
+import requests
+from dotenv import load_dotenv
+from pathlib import Path
+import os 
+env_path = Path('.') / '.env'
+load_dotenv(dotenv_path=env_path)
+'''os.getenv() used to read varibles from .env file'''
+ticket_url = os.getenv("all_tikcket_url")
+apikey=os.getenv("api_key")
+
+def show_all():
+  response = requests.get(ticket_url,auth=(apikey, 'X'))
+  return response.json()
+class AllTickets(Action):
+ """example of custom action"""   
+ def name(self):
+  """name of the custom action"""
+  return "action_all_tickets"
+
+ def run(self,dispatcher,tracker,domain):
+  """action for display all tickets in freshdesk"""  
+  data=show_all()
+  leng=len(data)
+  for i in range(leng):
+   message=str((i+1))+'.'+data[i]['subject']+'\n'+'Created Date:'+data[i]['created_at']
+   dispatcher.utter_message(message)	
+def CreateTicket(description,subject,email,priority,status):
+    """api call for create aticket in freshdesk help desk"""
+    headers = {
+    'Content-Type': 'application/json',
+    }
+
+    data = { "description": description, "subject": subject, "email": email, "priority": priority, "status": status} 
+    json_data=json.dumps(data);
+
+    response = requests.post(ticket_url, headers=headers, data=json_data, auth=(apikey, 'X'))
+
+    return response
+class createTicketForm(FormAction):
+ """Example of a custom form action"""   
+ def name(self):
+  """Unique identifier of the form"""  
+  return "create_ticket_form"
+
+ def required_slots(self,tracker) -> List[Text]:
+   """A list of required slots that the form has to fill"""
+   return ["description","subject","email","priority","status"]
+ def slot_mappings(self) -> Dict[Text,Union[Dict, List[Dict]]]:
+    """A dictionary to map required slots to
+            - an extracted entity
+            - intent: value pairs
+            - a whole message
+            or a list of them, where a first match will be picked"""
+
+
+    return {
+            "description": [
+                self.from_text(),
+            ],
+            "subject": [
+                self.from_text(),
+            ],
+            "email": [
+                self.from_text(),
+            ],
+            "priority": [
+                self.from_text(),
+            ],
+            "status": [
+                self.from_text(),
+            ],
+
+
+        }
+ def submit(
+        self,
+        dispatcher: CollectingDispatcher,
+        tracker: Tracker,
+        domain: Dict[Text, Any],
+    ) -> List[Dict]:
+    """Define what the form has to do
+            after all required slots are filled"""
+    dispatcher.utter_message("Your ticket creation status in freshdesk")    
+    return []
+
+class CreatenewTicket(Action):
+ """example of custom action"""   
+ def name(self):
+  """name of the custom action"""
+  return "action_create_tickets"    
+ def run(self,dispatcher,tracker,domain):
+  """action for create ticket in freshdesk"""
+  descri=tracker.get_slot("description")
+  sub=tracker.get_slot("subject")  
+  email=tracker.get_slot("email")
+  prio=tracker.get_slot("priority")
+  sta=tracker.get_slot("status")
+  priority_type=int(prio)
+  status_code=int(sta)
+  data=CreateTicket(descri,sub,email,priority_type,status_code)
+  if(data.status_code==201):
+    dispatcher.utter_message('The ticket is sucessfully created in freshdesk')
+  else:
+    dispatcher.utter_message('Something bad happend while ticket creation')
+    
+class UpdateTicket(Action):
+ """example of custom action"""   
+ def name(self):
+  """name of the custom action"""
+  return "action_update_tickets"    
+ def run(self,dispatcher,tracker,domain):
+  data=show_all()
+  leng=len(data)
+  dispatcher.utter_message("Here is your Ticket details")
+  for i in range(leng):
+    message="Ticket Id:"+str(data[i]['id'])+"\n"+"Ticket Subject:"+data[i]['subject']
+    dispatcher.utter_message(message)
+
+class updateTicketForm(FormAction):
+ """Example of a custom form action"""   
+ def name(self):
+  """Unique identifier of the form"""  
+  return "update_ticket_form"
+
+ def required_slots(self,tracker) -> List[Text]:
+   """A list of required slots that the form has to fill"""
+   return ["priority-up","status-up","ticket_id"]
+ def slot_mappings(self) -> Dict[Text,Union[Dict, List[Dict]]]:
+    """A dictionary to map required slots to
+            - an extracted entity
+            - intent: value pairs
+            - a whole message
+            or a list of them, where a first match will be picked"""
+
+
+    return {
+            "priority-up": [
+                self.from_text(),
+            ],
+            "status-up": [
+                self.from_text(),
+            ],
+            "ticket_id": [
+                self.from_text(),
+            ],
+
+
+        }
+ def submit(
+        self,
+        dispatcher: CollectingDispatcher,
+        tracker: Tracker,
+        domain: Dict[Text, Any],
+    ) -> List[Dict]:
+    """Define what the form has to do
+            after all required slots are filled"""
+    dispatcher.utter_message("Here is the update information")        
+    return []
+def updateticket(ticket,priority,status):
+  """api call for update a tiket in freshdesk"""
+  headers = {
+    'Content-Type': 'application/json',
+  }
+  data = { "priority": priority, "status": status }
+  json_data=json.dumps(data);
+  url=ticket_url+'/'+str(ticket)
+
+  response = requests.put(url, headers=headers, data=json_data, auth=(apikey, 'X'))
+  return response
+
+class UpdatedTicket(Action):
+ """example of custom action"""   
+ def name(self):
+  """name of the custom action"""
+  return "action_updatedtickets"    
+ def run(self,dispatcher,tracker,domain):
+  """action for update ticket in freshdesk"""
+  tick=tracker.get_slot("ticket_id")
+  prio=tracker.get_slot("priority-up")
+  sta=tracker.get_slot("status-up")
+  priority_type=int(prio)
+  status_code=int(sta)
+  data=updateticket(tick,priority_type,status_code)
+  if(data.status_code==200):
+    dispatcher.utter_message('The ticket is sucessfully updated in freshdesk')
+  else:
+    dispatcher.utter_message('Something bad happend while ticket updation')       

10_customer_suppot_bot/screenshot_1.png

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+# Configuration for Rasa NLU.
+# https://rasa.com/docs/rasa/nlu/components/
+language: en
+pipeline: supervised_embeddings
+
+# Configuration for Rasa Core.
+# https://rasa.com/docs/rasa/core/policies/
+policies:
+  - name: MemoizationPolicy
+  - name: KerasPolicy
+  - name: MappingPolicy
+  - name: FormPolicy
+

10_customer_suppot_bot/screenshot_2.png

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+## intent:greet
+- hey
+- hello
+- hi
+- good morning
+- good evening
+- hey there
+
+## intent: show_all_tickets
+- Show All Tickets
+- show all tickets
+- SHOW ALL TICKETS
+
+## intent: create_ticket
+- Create Tickets
+- create tickets
+
+## intent: update_ticket
+- Update Ticket
+- update ticket
+