Create EmotionAnalyzer.js

An AI-powered ServiceNow innovation that automatically analyzes the tone and emotion of user-submitted tickets (like incidents or HR cases) to detect frustration, urgency, or satisfaction.

Author: RaviGaurav007

Server-Side Components/Script Includes/Emotion-Aware/EmotionAnalyzer.js

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+//Scenario: whenever a user submits a ticket (Incident, HR Case, etc.), the system analyzes the tone of the message - like frustrated, urgent, calm, confused 
+// and automatically adjusts the ticket priority, or routes it to a specific team (like “Empathy Response Desk)
+
+var EmotionAnalyzer = Class.create();
+EmotionAnalyzer.prototype = {
+    initialize: function() {},
+
+    detectEmotion: function(text) {
+        try {
+            // ---- Mock Sentiment Logic (No external API) ----
+            text = text.toLowerCase();
+            var score = 0;
+            var negativeWords = ['angry', 'frustrated', 'bad', 'urgent', 'hate', 'delay'];
+            var positiveWords = ['thank', 'happy', 'great', 'awesome', 'love'];
+            
+            negativeWords.forEach(function(word) {
+                if (text.includes(word)) score -= 1;
+            });
+            positiveWords.forEach(function(word) {
+                if (text.includes(word)) score += 1;
+            });
+
+            var sentiment = (score > 0) ? 'positive' : (score < 0) ? 'negative' : 'neutral';
+            return { sentiment: sentiment, score: Math.abs(score / 3) };
+        } catch (e) {
+            gs.error("EmotionAnalyzer error: " + e.message);
+            return { sentiment: 'neutral', score: 0 };
+        }
+    },
+
+    type: 'EmotionAnalyzer'
+};