app.py

import os
import gradio as gr
from docx import Document
from langchain_openai import ChatOpenAI
from langchain_core.prompts import ChatPromptTemplate, HumanMessagePromptTemplate, SystemMessagePromptTemplate, AIMessagePromptTemplate
from langchain_core.output_parsers import StrOutputParser
from langchain_core.runnables import RunnablePassthrough
from langchain_community.document_loaders import TextLoader

# Configuration
SECRET_KEY = "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"  # Replace with your actual API key
RUNBOOK_DIR = "./runbooks"

# Initialize LLMs
llm = ChatOpenAI(model="gpt-4o", temperature=0.4, api_key=SECRET_KEY, streaming=True)
selector_llm = ChatOpenAI(model="gpt-4o", temperature=0, api_key=SECRET_KEY)
llm_recc = ChatOpenAI(api_key=SECRET_KEY, model="gpt-4o")
output_parser = StrOutputParser()
previous_selected_runbook = ""

# Load runbooks
def load_runbooks():
    runbooks = {}
    for file in os.listdir(RUNBOOK_DIR):
        path = os.path.join(RUNBOOK_DIR, file)
        try:
            if file.endswith(".txt"):
                # Load text files using TextLoader
                loader = TextLoader(path)
                docs = loader.load()
                content = "\n".join([doc.page_content for doc in docs])
            
            elif file.endswith(".docx"):
                # Load .docx files using python-docx
                doc = Document(path)
                content = "\n".join([para.text for para in doc.paragraphs])
            
            else:
                # Skip unsupported file types
                continue
            
            # Add the file's content to the runbooks dictionary
            runbooks[file] = content
        
        except Exception as e:
            print(f"Error loading file {file}: {e}")
    
    return runbooks

RUNBOOKS = load_runbooks()
RUNBOOK_NAMES = list(RUNBOOKS.keys())

# Prompt templates with roles
system_prompt = SystemMessagePromptTemplate.from_template(
    "You are an IT support assistant. Respond using only the immediate next step based strictly on the runbook content. Never provide multiple actions. Escalate only when the user explicitly asks."
)

user_prompt = HumanMessagePromptTemplate.from_template(
    "Runbook Names:\n{runbook_names}\nRunbook Content:\n{runbook_contents}\nConversation History:\n{conversation_history}\nUser: {user_message}"
)

assistant_prompt = AIMessagePromptTemplate.from_template("Assistant:")

selector_prompt = ChatPromptTemplate.from_template("""
Choose the best runbook from:
{runbook_names}

User: {user_message}
Selected:
""")

recc_template = ChatPromptTemplate.from_template("""
You are a support agent assistant analyzing user cases. The test case shows what the user has talked with AI assistant so far.
Now the user wants to talk to a human. Based on the test case and runbook below, 
suggest up to 3 recommendations which the human agent can ask the user to continue the conversation from the step where the user is stuck. For each recommendation:
1. Reference specific steps from the runbook, the steps should be exactly present in the runbook
2. Add confidence score (70-100% if directly supported by runbook, 50-69% if inferred)
3. Prioritize most critical actions first
4. Strictly do not output anything which is not present in the runbook.

Test Case: {test_case}
Case Description: {description}
Runbook Content: {runbook}

Generate upto 3 recommendations strictly in this format:
1. [Action] (Confidence: X%) - [Reasoning]
2. [Action] (Confidence: X%) - [Reasoning]
""")

# File readers
def read_test_case(file_path):
    try:
        with open(file_path, "r") as f:
            return f.read()
    except FileNotFoundError:
        raise FileNotFoundError(f"Test case file not found at {file_path}")

def read_runbook(file_path):
    try:
        return Document(file_path)
    except FileNotFoundError:
        raise FileNotFoundError(f"Runbook file not found at {file_path}")

def get_recommendations(test_case, runbook_path):
    runbook = read_runbook(runbook_path)
    description = os.path.basename(runbook_path)
    return

def respond(message, history):
    global previous_selected_runbook
    escalation_buffer = ""
    buffer = ""
    escalation_triggered = False

    # Select runbook
    if previous_selected_runbook:
        selected_runbook = previous_selected_runbook
    else:
        selected = selector_llm.invoke(selector_prompt.format(
            runbook_names="\n".join(RUNBOOK_NAMES),
            user_message=message
        )).content.strip()
        selected_runbook = next((rb for rb in RUNBOOKS if rb in selected), "")
        previous_selected_runbook = selected_runbook

    runbook_content = "\n".join([f"--- {k} ---\n{v}" for k, v in RUNBOOKS.items()])
    conversation_history = "\n".join([f"{turn[0]}: {turn[1]}" for turn in history])

    if "human" in message and not escalation_triggered:
        escalation_triggered = True
        conversation_text = conversation_history + f"\nUser: {message}"
        buffer = "Escalating to human agent..."
        for token in llm_recc.stream(recc_template.format(
            test_case=conversation_text,
            description=os.path.basename(selected_runbook),
            runbook=RUNBOOKS[selected_runbook])):
            escalation_buffer += token.content
            yield (buffer, escalation_buffer, selected_runbook)
        return

    full_prompt = ChatPromptTemplate.from_messages([
        system_prompt,
        user_prompt,
        assistant_prompt
    ])

    for token in llm.stream(full_prompt.format(
        runbook_names="\n".join(RUNBOOK_NAMES),
        runbook_contents=runbook_content,
        conversation_history=conversation_history,
        user_message=message
    )):
        buffer += token.content
        yield (buffer, escalation_buffer, selected_runbook)

# UI Setup
def clear_conversation():
    return [], "", "", "No runbook selected"

with gr.Blocks() as demo:
    gr.Markdown("# IT Support Assistant")

    with gr.Row():
        with gr.Column(scale=1):
            gr.Markdown("### Available Runbooks")
            gr.Markdown("\n".join([f"- **{name}**" for name in RUNBOOK_NAMES]))
            selected_runbook_display = gr.Markdown("No runbook selected")

    with gr.Row():
        with gr.Column(scale=3):
            chat = gr.ChatInterface(
                respond,
                additional_outputs=[
                    gr.Textbox(label="Escalation Recommendations", lines=5, value=""),
                    selected_runbook_display
                ],
                examples=["Increase Mail Size", "Outlook calendar not responding"],
                cache_examples=False
            )

    with gr.Row():
        clear_button = gr.Button("Clear Conversation")

    clear_button.click(
        clear_conversation,
        outputs=[
            chat.chatbot,
            chat.additional_outputs[0],
            chat.textbox,
            selected_runbook_display
        ]
    )

    demo.queue().launch()