from openai import AzureOpenAI, OpenAI
import os
import model
# from dotenv import load_dotenv

def create_client():
    print("In create client")
    
    # for local
    # load_dotenv()
    
    # if using openai
    client = OpenAI()

    # if using azureopenai
    # client = AzureOpenAI()

    return client

def get_completion(ticket:model.Ticket):
    print("In get completion")
    
    # hardcoding response for testing
    # result = "intent= Complaint\nsuggested_response= Issue Refund\nsummary= The customer is making a complaint. Suggested resolution is to issue a refund.\nmail=\nDear Customer,\n\nWe are sorry to hear that you have a complaint regarding your booking. We understand the inconvenience this has caused you and we would like to make things right. Our records show that you have requested a refund.\n\nWe have processed your refund request and you should receive the refund within 3-5 business days. We apologize"
    # return result
    
    client = create_client()
    prompt = create_prompt(ticket.subject, ticket.description)
    response = client.completions.create(
        model=os.environ.get('MODEL_NAME'),
        prompt=prompt,
        max_tokens=1000,
        n=1,
        stop=None,
        temperature=1
        )
    result = response.choices[0].text.strip()
    print(result)
    return result

def create_prompt(subject:str, desc:str):
    print("In create Prompt")
    # add booking data here
    prompt = '''
        You are an AI Customer Service Agent for booking.com. Use the below instructions to answer.
        Determine the intent of this request: ```Subject: {{subject}} Description: {{desc}}``` in 1 single word? Use one the following options for intent: 
        Cancellation
        Reporting Unknown Charge
        Complaint
        Information Request

        In the context of the previous request, Suggest a resolution response to address the customer query from the following actions list:
        Cancellation : Cancel the booking and issue refund if applicable
        Issue Refund for the unknown charge
        For Complaints, issue good will gesture voucher
        Provide information

        Finally, Summarize the message: ```
        Subject: {{subject}}Description:{{desc}}```  and generate a mail content for the customer about the whole conversation.

        Give the final result like this: 
        intent= {your intent}
        suggested_response= {your response}
        summary= {your summary}
        mail={generated_mail}
        '''
    return prompt