Expand to 50 tickets with resolution_hints — tickets.py and notebook ALL_TICKETS in sync

tickets.py

@@ -2,82 +2,375 @@
 Realistic support ticket dataset with ground-truth labels.
 Each ticket includes:
   - id
-  - text   : customer message
-  - category : ground-truth category
-  - correct_action : best first action ("reply" | "escalate" | "close")
-  - resolution_hint : ideal reply / close reason (used for reward scoring)
+  - text             : customer message
+  - category         : ground-truth category
+  - correct_action   : best first action ("reply" | "escalate" | "close")
+  - resolution_hint  : specific resolution keywords used for reply quality scoring
+                       (two-tier: category keywords @0.03, hint keywords @0.05)
+
+Distribution: 10 per category x 5 categories = 50 tickets
+Difficulty varies within each category from straightforward to complex/ambiguous.
 """
 
 TICKETS = [
+    # ── billing (12) ──────────────────────────────────────────────────────────
     {
-        "id": "T001",
-        "text": "Hi, I was charged twice for my subscription this month. Please help!",
+        "id": "B001",
+        "text": "I was charged twice for my subscription this month. Please help!",
         "category": "billing",
         "correct_action": "reply",
-        "resolution_hint": "apologize and initiate refund for duplicate charge",
+        "resolution_hint": "apologize for duplicate charge and initiate refund to original payment method within 3-5 days",
     },
     {
-        "id": "T002",
+        "id": "B002",
+        "text": "My invoice shows a charge for a plan I never subscribed to.",
+        "category": "billing",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate potential unauthorized plan charge to billing team for investigation and correction",
+    },
+    {
+        "id": "B003",
+        "text": "I need an itemised invoice for my company's accounting department.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "generate itemised invoice with line-item breakdown and email to customer accounting address",
+    },
+    {
+        "id": "B004",
+        "text": "Why was I charged before my trial period ended?",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "verify trial end date in billing system and issue refund for premature charge before expiry",
+    },
+    {
+        "id": "B005",
+        "text": "I switched plans but was still billed at the old rate.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "confirm plan switch date in system and issue prorated credit for overcharge at old rate",
+    },
+    {
+        "id": "B006",
+        "text": "My payment method was charged three times in one day.",
+        "category": "billing",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate triple charge incident to billing fraud team and freeze further charges pending review",
+    },
+    {
+        "id": "B007",
+        "text": "I cancelled my plan but the charge still appeared this month.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "verify cancellation timestamp confirm post-cancel charge and process refund for final month",
+    },
+    {
+        "id": "B008",
+        "text": "Can you send me a receipt for my last payment?",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "locate last successful payment record and email PDF receipt to customer registered address",
+    },
+    {
+        "id": "B009",
+        "text": "I was charged in USD but I signed up for GBP billing.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "identify currency mismatch at signup and issue credit note for exchange rate difference",
+    },
+    {
+        "id": "B010",
+        "text": "The discount code I applied is not reflected in my invoice.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "locate discount code application log verify failure reason and apply credit to next invoice",
+    },
+    {
+        "id": "B011",
+        "text": "I need to update my billing address on the invoice.",
+        "category": "billing",
+        "correct_action": "reply",
+        "resolution_hint": "update billing address in account settings and reissue corrected invoice for their records",
+    },
+    {
+        "id": "B012",
+        "text": "My credit card was charged even though a payment failed notification was sent.",
+        "category": "billing",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate ghost charge to payments team attach failed payment notification as evidence for review",
+    },
+
+    # ── account (10) ──────────────────────────────────────────────────���───────
+    {
+        "id": "A001",
         "text": "I cannot log into my account. The password reset email never arrives.",
         "category": "account",
         "correct_action": "reply",
-        "resolution_hint": "guide user to check spam folder and verify email address",
+        "resolution_hint": "check spam folder verify registered email address resend password reset link account locked",
     },
     {
-        "id": "T003",
+        "id": "A002",
+        "text": "How do I cancel my subscription? I can't find the option anywhere.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "navigate account settings subscription tab locate cancel option confirm cancellation effective date",
+    },
+    {
+        "id": "A003",
+        "text": "I want to change my email address associated with the account.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "verify identity via security question update email address send confirmation to both old and new",
+    },
+    {
+        "id": "A004",
+        "text": "My account was locked after too many failed login attempts.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "unlock account after failed login attempts verify identity via backup code or support email",
+    },
+    {
+        "id": "A005",
+        "text": "I accidentally deleted my account. Can it be restored?",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "check account deletion grace period restore from backup if within 30 days confirm data intact",
+    },
+    {
+        "id": "A006",
+        "text": "I need to transfer my account to a different email.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "verify ownership of both accounts initiate transfer request update billing and login credentials",
+    },
+    {
+        "id": "A007",
+        "text": "Two-factor authentication is not working for my account.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "verify 2FA device registration resync authenticator app or issue backup recovery codes immediately",
+    },
+    {
+        "id": "A008",
+        "text": "I can't find where to download my data for GDPR purposes.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "provide GDPR data export link in account privacy settings confirm 30-day download window",
+    },
+    {
+        "id": "A009",
+        "text": "My username was changed without my permission.",
+        "category": "account",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate unauthorized username change to security team flag for account compromise investigation",
+    },
+    {
+        "id": "A010",
+        "text": "I want to upgrade my account from free to premium.",
+        "category": "account",
+        "correct_action": "reply",
+        "resolution_hint": "confirm current free plan limits explain premium features and provide upgrade link with pricing",
+    },
+
+    # ── technical (10) ────────────────────────────────────────────────────────
+    {
+        "id": "T001",
         "text": "Your app crashes every time I try to upload a file larger than 10 MB.",
         "category": "technical",
         "correct_action": "escalate",
-        "resolution_hint": "escalate to engineering team with crash details",
+        "resolution_hint": "escalate to engineering with file size limit crash reproduction steps and device logs attached",
+    },
+    {
+        "id": "T002",
+        "text": "The API is returning 500 errors intermittently for the past 2 hours.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate API 500 errors to on-call engineering with timestamps error codes and affected endpoints",
+    },
+    {
+        "id": "T003",
+        "text": "The dashboard is completely blank after the latest update.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate blank dashboard to engineering with browser version last working date and console errors",
     },
     {
         "id": "T004",
-        "text": "I'd like a full refund. I haven't used the service at all this month.",
-        "category": "refund",
-        "correct_action": "reply",
-        "resolution_hint": "verify account activity and process refund per policy",
+        "text": "Export to CSV is broken — it downloads an empty file.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate empty CSV export bug to engineering with sample dataset and export configuration used",
     },
     {
         "id": "T005",
-        "text": "What are your business hours and do you have a phone number I can call?",
-        "category": "general",
-        "correct_action": "reply",
-        "resolution_hint": "provide business hours and contact information",
+        "text": "Notifications are not being delivered to my email or phone.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate notification delivery failure to infrastructure team check email provider and push config",
     },
     {
         "id": "T006",
-        "text": "My invoice shows a charge for a plan I never subscribed to.",
-        "category": "billing",
+        "text": "The mobile app freezes on the login screen on iOS 17.",
+        "category": "technical",
         "correct_action": "escalate",
-        "resolution_hint": "escalate potential fraudulent charge to billing team",
+        "resolution_hint": "escalate iOS 17 freeze to mobile engineering with device model OS version and crash report",
     },
     {
         "id": "T007",
-        "text": "How do I cancel my subscription? I can't find the option anywhere.",
-        "category": "account",
-        "correct_action": "reply",
-        "resolution_hint": "guide user to account settings > subscription > cancel",
+        "text": "Search functionality returns no results for any query.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate search returning no results to engineering with query examples and index rebuild request",
     },
     {
         "id": "T008",
-        "text": "The API is returning 500 errors intermittently for the past 2 hours.",
+        "text": "Data sync between devices stopped working 3 days ago.",
         "category": "technical",
         "correct_action": "escalate",
-        "resolution_hint": "escalate to on-call engineering with timestamps",
+        "resolution_hint": "escalate device sync failure to backend team with affected device IDs and last sync timestamp",
     },
     {
         "id": "T009",
+        "text": "The webhook integration keeps timing out and losing events.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate webhook timeout to integrations team with endpoint URL payload size and retry logs",
+    },
+    {
+        "id": "T010",
+        "text": "Browser extension throws a JavaScript error on every page load.",
+        "category": "technical",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate browser extension JavaScript error to frontend team with browser version and error stack",
+    },
+
+    # ── refund (8) ────────────────────────────────────────────────────────────
+    {
+        "id": "R001",
+        "text": "I'd like a full refund. I haven't used the service at all this month.",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "confirm zero usage this billing period process full refund within 5-7 business days to original payment method",
+    },
+    {
+        "id": "R002",
+        "text": "I was double charged and need a refund for the extra payment.",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "verify double charge in payment gateway logs process refund for duplicate amount to card on file",
+    },
+    {
+        "id": "R003",
+        "text": "The product did not work as advertised. I want my money back.",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "review product description versus delivered functionality confirm mismatch and process refund",
+    },
+    {
+        "id": "R004",
+        "text": "I cancelled within the 30-day window but have not received my refund.",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "verify cancellation date within refund window locate delayed refund in processor and escalate",
+    },
+    {
+        "id": "R005",
+        "text": "I would like a partial refund for the unused months of my annual plan.",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "calculate unused months on annual plan process prorated refund for remaining subscription period",
+    },
+    {
+        "id": "R006",
+        "text": "A refund was promised by your support agent 2 weeks ago but never arrived.",
+        "category": "refund",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate undelivered promised refund to billing manager attach original support agent transcript",
+    },
+    {
+        "id": "R007",
+        "text": "I need a refund processed urgently as it was a fraudulent charge.",
+        "category": "refund",
+        "correct_action": "escalate",
+        "resolution_hint": "escalate fraudulent charge to payments fraud team freeze account initiate chargeback process",
+    },
+    {
+        "id": "R008",
+        "text": "How long does a refund take to appear on my credit card?",
+        "category": "refund",
+        "correct_action": "reply",
+        "resolution_hint": "explain refund timeline 5-7 business days for credit card 1-3 days for original payment method",
+    },
+
+    # ── general (10) ──────────────────────────────────────────────────────────
+    {
+        "id": "G001",
+        "text": "What are your business hours and do you have a phone number I can call?",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "provide support hours 9am-6pm weekdays toll free number and link to contact page for phone",
+    },
+    {
+        "id": "G002",
         "text": "Thank you! The issue has been resolved. You guys are awesome.",
         "category": "general",
         "correct_action": "close",
-        "resolution_hint": "acknowledge and close the ticket",
+        "resolution_hint": "acknowledge resolution thank customer for positive feedback and close ticket with satisfaction note",
     },
     {
-        "id": "T010",
-        "text": "I need an itemised invoice for my company's accounting department.",
-        "category": "billing",
+        "id": "G003",
+        "text": "Do you offer a student discount or non-profit pricing?",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "confirm student discount eligibility criteria provide non-profit pricing page and application form",
+    },
+    {
+        "id": "G004",
+        "text": "Where can I find your terms of service and privacy policy?",
+        "category": "general",
         "correct_action": "reply",
-        "resolution_hint": "generate and send itemised invoice to customer email",
+        "resolution_hint": "share direct links to terms of service privacy policy and data processing agreement documents",
+    },
+    {
+        "id": "G005",
+        "text": "Is your service available in my country? I am based in Brazil.",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "confirm service availability in Brazil note any regional restrictions and provide local pricing",
+    },
+    {
+        "id": "G006",
+        "text": "Can I use your product for commercial purposes?",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "confirm commercial use rights under current plan outline enterprise licensing for larger usage",
+    },
+    {
+        "id": "G007",
+        "text": "Problem resolved, thanks for the quick response!",
+        "category": "general",
+        "correct_action": "close",
+        "resolution_hint": "acknowledge quick resolution compliment note feedback for team performance review close ticket",
+    },
+    {
+        "id": "G008",
+        "text": "Do you have an affiliate or referral program?",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "provide affiliate program signup link commission structure and referral tracking dashboard access",
+    },
+    {
+        "id": "G009",
+        "text": "What integrations do you support with third-party tools?",
+        "category": "general",
+        "correct_action": "reply",
+        "resolution_hint": "list supported third-party integrations provide API docs link and Zapier connector instructions",
+    },
+    {
+        "id": "G010",
+        "text": "I just wanted to say your product has been amazing for our team.",
+        "category": "general",
+        "correct_action": "close",
+        "resolution_hint": "acknowledge positive team feedback forward compliment to product team and close with gratitude",
     },
 ]
 

train_grpo.ipynb

@@ -345,146 +345,7 @@
    "metadata": {},
    "outputs": [],
    "source": [
-    "# ─────────────────────────────────────────────────────────────────\n",
-    "# Build LARGE dataset for GRPOTrainer\n",
-    "# Strategy:\n",
-    "#   1. Expanded ticket bank (50 tickets across all categories)\n",
-    "#   2. All 3 task types x many seeds\n",
-    "#   3. Multi-step contexts: step-0 (classify) AND step-1 (resolve)\n",
-    "#   4. Paraphrase augmentation of ticket text\n",
-    "# Target: ~500+ training samples\n",
-    "# ─────────────────────────────────────────────────────────────────\n",
-    "from datasets import Dataset\n",
-    "\n",
-    "MAX_STEPS = 6\n",
-    "TASK_IDS  = [1, 2, 3]\n",
-    "\n",
-    "# Large seed pool\n",
-    "SEEDS = list(range(0, 200))  # 200 seeds\n",
-    "\n",
-    "# Expanded ticket bank — 50 tickets covering all categories\n",
-    "ALL_TICKETS = [\n",
-    "    # billing (12)\n",
-    "    {'id':'B001','text':'I was charged twice for my subscription this month.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B002','text':'My invoice shows a charge for a plan I never subscribed to.','category':'billing','correct_action':'escalate'},\n",
-    "    {'id':'B003','text':'I need an itemised invoice for my company accounting department.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B004','text':'Why was I charged before my trial period ended?','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B005','text':'I switched plans but was still billed at the old rate.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B006','text':'My payment method was charged three times in one day.','category':'billing','correct_action':'escalate'},\n",
-    "    {'id':'B007','text':'I cancelled my plan but the charge still appeared this month.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B008','text':'Can you send me a receipt for my last payment?','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B009','text':'I was charged in USD but I signed up for GBP billing.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B010','text':'The discount code I applied is not reflected in my invoice.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B011','text':'I need to update my billing address on the invoice.','category':'billing','correct_action':'reply'},\n",
-    "    {'id':'B012','text':'My credit card was charged even though payment failed notification was sent.','category':'billing','correct_action':'escalate'},\n",
-    "    # account (10)\n",
-    "    {'id':'A001','text':'I cannot log into my account. Password reset email never arrives.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A002','text':'How do I cancel my subscription? I cannot find the option.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A003','text':'I want to change my email address associated with the account.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A004','text':'My account was locked after too many failed login attempts.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A005','text':'I accidentally deleted my account. Can it be restored?','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A006','text':'I need to transfer my account to a different email.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A007','text':'Two-factor authentication is not working for my account.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A008','text':'I cannot find where to download my data for GDPR purposes.','category':'account','correct_action':'reply'},\n",
-    "    {'id':'A009','text':'My username was changed without my permission.','category':'account','correct_action':'escalate'},\n",
-    "    {'id':'A010','text':'I want to upgrade my account from free to premium.','category':'account','correct_action':'reply'},\n",
-    "    # technical (10)\n",
-    "    {'id':'T001','text':'Your app crashes every time I upload a file larger than 10 MB.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T002','text':'The API is returning 500 errors intermittently for 2 hours.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T003','text':'The dashboard is completely blank after the latest update.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T004','text':'Export to CSV is broken — it downloads an empty file.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T005','text':'Notifications are not being delivered to my email or phone.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T006','text':'The mobile app freezes on the login screen on iOS 17.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T007','text':'Search functionality returns no results for any query.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T008','text':'Data sync between devices stopped working 3 days ago.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T009','text':'The webhook integration keeps timing out and losing events.','category':'technical','correct_action':'escalate'},\n",
-    "    {'id':'T010','text':'Browser extension throws a JavaScript error on every page load.','category':'technical','correct_action':'escalate'},\n",
-    "    # refund (8)\n",
-    "    {'id':'R001','text':'I want a full refund. I have not used the service at all.','category':'refund','correct_action':'reply'},\n",
-    "    {'id':'R002','text':'I was double charged and need a refund for the extra payment.','category':'refund','correct_action':'reply'},\n",
-    "    {'id':'R003','text':'The product did not work as advertised. I want my money back.','category':'refund','correct_action':'reply'},\n",
-    "    {'id':'R004','text':'I cancelled within the 30-day window but have not received my refund.','category':'refund','correct_action':'reply'},\n",
-    "    {'id':'R005','text':'I would like a partial refund for the unused months of my annual plan.','category':'refund','correct_action':'reply'},\n",
-    "    {'id':'R006','text':'A refund was promised by your support agent 2 weeks ago but never arrived.','category':'refund','correct_action':'escalate'},\n",
-    "    {'id':'R007','text':'I need a refund processed urgently as it was a fraudulent charge.','category':'refund','correct_action':'escalate'},\n",
-    "    {'id':'R008','text':'How long does a refund take to appear on my credit card?','category':'refund','correct_action':'reply'},\n",
-    "    # general (10)\n",
-    "    {'id':'G001','text':'What are your business hours and do you have a phone number?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G002','text':'Thank you! The issue has been resolved. You guys are awesome.','category':'general','correct_action':'close'},\n",
-    "    {'id':'G003','text':'Do you offer a student discount or non-profit pricing?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G004','text':'Where can I find your terms of service and privacy policy?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G005','text':'Is your service available in my country? I am based in Brazil.','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G006','text':'Can I use your product for commercial purposes?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G007','text':'Problem resolved, thanks for the quick response!','category':'general','correct_action':'close'},\n",
-    "    {'id':'G008','text':'Do you have an affiliate or referral program?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G009','text':'What integrations do you support with third-party tools?','category':'general','correct_action':'reply'},\n",
-    "    {'id':'G010','text':'I just wanted to say your product has been amazing for our team.','category':'general','correct_action':'close'},\n",
-    "]\n",
-    "\n",
-    "KEYWORD_REWARDS_FULL = {\n",
-    "    'billing':   ['charge','invoice','payment','billing','refund','receipt'],\n",
-    "    'account':   ['password','login','account','cancel','subscription','email'],\n",
-    "    'technical': ['engineering','escalate','bug','crash','error','fix'],\n",
-    "    'refund':    ['refund','return','credit','process','reimburse'],\n",
-    "    'general':   ['hours','contact','phone','information','help','available'],\n",
-    "}\n",
-    "\n",
-    "def build_grpo_dataset():\n",
-    "    rows = []\n",
-    "    rng  = random.Random(2026)\n",
-    "\n",
-    "    for task_id in TASK_IDS:\n",
-    "        for seed in SEEDS:\n",
-    "            # Pick a ticket deterministically from expanded bank\n",
-    "            ticket = ALL_TICKETS[seed % len(ALL_TICKETS)]\n",
-    "\n",
-    "            # --- Step 0: classify context ---\n",
-    "            prompt_step0 = make_prompt(\n",
-    "                ticket_text=ticket['text'],\n",
-    "                task_id=task_id,\n",
-    "                current_category=None,\n",
-    "                feedback='New ticket. Classify it first.',\n",
-    "                step=0,\n",
-    "            )\n",
-    "            rows.append({\n",
-    "                'prompt':      prompt_step0,\n",
-    "                'ticket_text': ticket['text'],\n",
-    "                'task_id':     task_id,\n",
-    "                'seed':        seed,\n",
-    "                'step':        0,\n",
-    "            })\n",
-    "\n",
-    "            # --- Step 1: resolve context (tasks 2 & 3 only) ---\n",
-    "            if task_id in (2, 3):\n",
-    "                prompt_step1 = make_prompt(\n",
-    "                    ticket_text=ticket['text'],\n",
-    "                    task_id=task_id,\n",
-    "                    current_category=ticket['category'],\n",
-    "                    feedback=f\"Category set to {ticket['category']}. Now resolve the ticket.\",\n",
-    "                    step=1,\n",
-    "                )\n",
-    "                rows.append({\n",
-    "                    'prompt':      prompt_step1,\n",
-    "                    'ticket_text': ticket['text'],\n",
-    "                    'task_id':     task_id,\n",
-    "                    'seed':        seed + 10000,  # unique seed key for step-1\n",
-    "                    'step':        1,\n",
-    "                })\n",
-    "\n",
-    "    # Shuffle so tasks/steps are interleaved during training\n",
-    "    rng.shuffle(rows)\n",
-    "    return Dataset.from_list(rows)\n",
-    "\n",
-    "grpo_dataset = build_grpo_dataset()\n",
-    "print(f'Dataset built: {len(grpo_dataset)} samples')\n",
-    "# breakdown\n",
-    "from collections import Counter\n",
-    "task_counts = Counter(grpo_dataset['task_id'])\n",
-    "step_counts = Counter(grpo_dataset['step'])\n",
-    "print(f'  By task:  {dict(task_counts)}')\n",
-    "print(f'  By step:  {dict(step_counts)}')\n",
-    "print('Sample prompt (first 300 chars):')\n",
-    "print(grpo_dataset[0]['prompt'][:300])"
+    "# ─────────────────────────────────────────────────────────────────\n# Build LARGE dataset for GRPOTrainer\n# Strategy:\n#   1. Expanded ticket bank (50 tickets across all categories)\n#   2. All 3 task types x many seeds\n#   3. Multi-step contexts: step-0 (classify) AND step-1 (resolve)\n#   4. Paraphrase augmentation of ticket text\n# Target: ~500+ training samples\n# ─────────────────────────────────────────────────────────────────\nfrom datasets import Dataset\n\nMAX_STEPS = 6\nTASK_IDS  = [1, 2, 3]\n\n# Large seed pool\nSEEDS = list(range(0, 200))  # 200 seeds\n\n# Expanded ticket bank — 50 tickets covering all categories\nALL_TICKETS = [\n    # billing (12)\n    {'id':'B001','text':'I was charged twice for my subscription this month.','category':'billing','correct_action':'reply','resolution_hint':'apologize for duplicate charge and initiate refund to original payment method within 3-5 days'},\n    {'id':'B002','text':'My invoice shows a charge for a plan I never subscribed to.','category':'billing','correct_action':'escalate','resolution_hint':'escalate potential unauthorized plan charge to billing team for investigation and correction'},\n    {'id':'B003','text':'I need an itemised invoice for my company accounting department.','category':'billing','correct_action':'reply','resolution_hint':'generate itemised invoice with line-item breakdown and email to customer accounting address'},\n    {'id':'B004','text':'Why was I charged before my trial period ended?','category':'billing','correct_action':'reply','resolution_hint':'verify trial end date in billing system and issue refund for premature charge before expiry'},\n    {'id':'B005','text':'I switched plans but was still billed at the old rate.','category':'billing','correct_action':'reply','resolution_hint':'confirm plan switch date in system and issue prorated credit for overcharge at old rate'},\n    {'id':'B006','text':'My payment method was charged three times in one day.','category':'billing','correct_action':'escalate','resolution_hint':'escalate triple charge incident to billing fraud team and freeze further charges pending review'},\n    {'id':'B007','text':'I cancelled my plan but the charge still appeared this month.','category':'billing','correct_action':'reply','resolution_hint':'verify cancellation timestamp confirm post-cancel charge and process refund for final month'},\n    {'id':'B008','text':'Can you send me a receipt for my last payment?','category':'billing','correct_action':'reply','resolution_hint':'locate last successful payment record and email PDF receipt to customer registered address'},\n    {'id':'B009','text':'I was charged in USD but I signed up for GBP billing.','category':'billing','correct_action':'reply','resolution_hint':'identify currency mismatch at signup and issue credit note for exchange rate difference'},\n    {'id':'B010','text':'The discount code I applied is not reflected in my invoice.','category':'billing','correct_action':'reply','resolution_hint':'locate discount code application log verify failure reason and apply credit to next invoice'},\n    {'id':'B011','text':'I need to update my billing address on the invoice.','category':'billing','correct_action':'reply','resolution_hint':'update billing address in account settings and reissue corrected invoice for their records'},\n    {'id':'B012','text':'My credit card was charged even though payment failed notification was sent.','category':'billing','correct_action':'escalate','resolution_hint':'escalate ghost charge to payments team attach failed payment notification as evidence for review'},\n    # account (10)\n    {'id':'A001','text':'I cannot log into my account. Password reset email never arrives.','category':'account','correct_action':'reply','resolution_hint':'check spam folder verify registered email address resend password reset link account locked'},\n    {'id':'A002','text':'How do I cancel my subscription? I cannot find the option.','category':'account','correct_action':'reply','resolution_hint':'navigate account settings subscription tab locate cancel option confirm cancellation effective date'},\n    {'id':'A003','text':'I want to change my email address associated with the account.','category':'account','correct_action':'reply','resolution_hint':'verify identity via security question update email address send confirmation to both old and new'},\n    {'id':'A004','text':'My account was locked after too many failed login attempts.','category':'account','correct_action':'reply','resolution_hint':'unlock account after failed login attempts verify identity via backup code or support email'},\n    {'id':'A005','text':'I accidentally deleted my account. Can it be restored?','category':'account','correct_action':'reply','resolution_hint':'check account deletion grace period restore from backup if within 30 days confirm data intact'},\n    {'id':'A006','text':'I need to transfer my account to a different email.','category':'account','correct_action':'reply','resolution_hint':'verify ownership of both accounts initiate transfer request update billing and login credentials'},\n    {'id':'A007','text':'Two-factor authentication is not working for my account.','category':'account','correct_action':'reply','resolution_hint':'verify 2FA device registration resync authenticator app or issue backup recovery codes immediately'},\n    {'id':'A008','text':'I cannot find where to download my data for GDPR purposes.','category':'account','correct_action':'reply','resolution_hint':'provide GDPR data export link in account privacy settings confirm 30-day download window'},\n    {'id':'A009','text':'My username was changed without my permission.','category':'account','correct_action':'escalate','resolution_hint':'escalate unauthorized username change to security team flag for account compromise investigation'},\n    {'id':'A010','text':'I want to upgrade my account from free to premium.','category':'account','correct_action':'reply','resolution_hint':'confirm current free plan limits explain premium features and provide upgrade link with pricing'},\n    # technical (10)\n    {'id':'T001','text':'Your app crashes every time I upload a file larger than 10 MB.','category':'technical','correct_action':'escalate','resolution_hint':'escalate to engineering with file size limit crash reproduction steps and device logs attached'},\n    {'id':'T002','text':'The API is returning 500 errors intermittently for 2 hours.','category':'technical','correct_action':'escalate','resolution_hint':'escalate API 500 errors to on-call engineering with timestamps error codes and affected endpoints'},\n    {'id':'T003','text':'The dashboard is completely blank after the latest update.','category':'technical','correct_action':'escalate','resolution_hint':'escalate blank dashboard to engineering with browser version last working date and console errors'},\n    {'id':'T004','text':'Export to CSV is broken — it downloads an empty file.','category':'technical','correct_action':'escalate','resolution_hint':'escalate empty CSV export bug to engineering with sample dataset and export configuration used'},\n    {'id':'T005','text':'Notifications are not being delivered to my email or phone.','category':'technical','correct_action':'escalate','resolution_hint':'escalate notification delivery failure to infrastructure team check email provider and push config'},\n    {'id':'T006','text':'The mobile app freezes on the login screen on iOS 17.','category':'technical','correct_action':'escalate','resolution_hint':'escalate iOS 17 freeze to mobile engineering with device model OS version and crash report'},\n    {'id':'T007','text':'Search functionality returns no results for any query.','category':'technical','correct_action':'escalate','resolution_hint':'escalate search returning no results to engineering with query examples and index rebuild request'},\n    {'id':'T008','text':'Data sync between devices stopped working 3 days ago.','category':'technical','correct_action':'escalate','resolution_hint':'escalate device sync failure to backend team with affected device IDs and last sync timestamp'},\n    {'id':'T009','text':'The webhook integration keeps timing out and losing events.','category':'technical','correct_action':'escalate','resolution_hint':'escalate webhook timeout to integrations team with endpoint URL payload size and retry logs'},\n    {'id':'T010','text':'Browser extension throws a JavaScript error on every page load.','category':'technical','correct_action':'escalate','resolution_hint':'escalate browser extension JavaScript error to frontend team with browser version and error stack'},\n    # refund (8)\n    {'id':'R001','text':'I want a full refund. I have not used the service at all.','category':'refund','correct_action':'reply','resolution_hint':'confirm zero usage this billing period process full refund within 5-7 business days to original payment method'},\n    {'id':'R002','text':'I was double charged and need a refund for the extra payment.','category':'refund','correct_action':'reply','resolution_hint':'verify double charge in payment gateway logs process refund for duplicate amount to card on file'},\n    {'id':'R003','text':'The product did not work as advertised. I want my money back.','category':'refund','correct_action':'reply','resolution_hint':'review product description versus delivered functionality confirm mismatch and process refund'},\n    {'id':'R004','text':'I cancelled within the 30-day window but have not received my refund.','category':'refund','correct_action':'reply','resolution_hint':'verify cancellation date within refund window locate delayed refund in processor and escalate'},\n    {'id':'R005','text':'I would like a partial refund for the unused months of my annual plan.','category':'refund','correct_action':'reply','resolution_hint':'calculate unused months on annual plan process prorated refund for remaining subscription period'},\n    {'id':'R006','text':'A refund was promised by your support agent 2 weeks ago but never arrived.','category':'refund','correct_action':'escalate','resolution_hint':'escalate undelivered promised refund to billing manager attach original support agent transcript'},\n    {'id':'R007','text':'I need a refund processed urgently as it was a fraudulent charge.','category':'refund','correct_action':'escalate','resolution_hint':'escalate fraudulent charge to payments fraud team freeze account initiate chargeback process'},\n    {'id':'R008','text':'How long does a refund take to appear on my credit card?','category':'refund','correct_action':'reply','resolution_hint':'explain refund timeline 5-7 business days for credit card 1-3 days for original payment method'},\n    # general (10)\n    {'id':'G001','text':'What are your business hours and do you have a phone number?','category':'general','correct_action':'reply','resolution_hint':'provide support hours 9am-6pm weekdays toll free number and link to contact page for phone'},\n    {'id':'G002','text':'Thank you! The issue has been resolved. You guys are awesome.','category':'general','correct_action':'close','resolution_hint':'acknowledge resolution thank customer for positive feedback and close ticket with satisfaction note'},\n    {'id':'G003','text':'Do you offer a student discount or non-profit pricing?','category':'general','correct_action':'reply','resolution_hint':'confirm student discount eligibility criteria provide non-profit pricing page and application form'},\n    {'id':'G004','text':'Where can I find your terms of service and privacy policy?','category':'general','correct_action':'reply','resolution_hint':'share direct links to terms of service privacy policy and data processing agreement documents'},\n    {'id':'G005','text':'Is your service available in my country? I am based in Brazil.','category':'general','correct_action':'reply','resolution_hint':'confirm service availability in Brazil note any regional restrictions and provide local pricing'},\n    {'id':'G006','text':'Can I use your product for commercial purposes?','category':'general','correct_action':'reply','resolution_hint':'confirm commercial use rights under current plan outline enterprise licensing for larger usage'},\n    {'id':'G007','text':'Problem resolved, thanks for the quick response!','category':'general','correct_action':'close','resolution_hint':'acknowledge quick resolution compliment note feedback for team performance review close ticket'},\n    {'id':'G008','text':'Do you have an affiliate or referral program?','category':'general','correct_action':'reply','resolution_hint':'provide affiliate program signup link commission structure and referral tracking dashboard access'},\n    {'id':'G009','text':'What integrations do you support with third-party tools?','category':'general','correct_action':'reply','resolution_hint':'list supported third-party integrations provide API docs link and Zapier connector instructions'},\n    {'id':'G010','text':'I just wanted to say your product has been amazing for our team.','category':'general','correct_action':'close','resolution_hint':'acknowledge positive team feedback forward compliment to product team and close with gratitude'},\n]\n\nKEYWORD_REWARDS_FULL = {\n    'billing':   ['charge','invoice','payment','billing','refund','receipt'],\n    'account':   ['password','login','account','cancel','subscription','email'],\n    'technical': ['engineering','escalate','bug','crash','error','fix'],\n    'refund':    ['refund','return','credit','process','reimburse'],\n    'general':   ['hours','contact','phone','information','help','available'],\n}\n\ndef build_grpo_dataset():\n    rows = []\n    rng  = random.Random(2026)\n\n    for task_id in TASK_IDS:\n        for seed in SEEDS:\n            # Pick a ticket deterministically from expanded bank\n            ticket = ALL_TICKETS[seed % len(ALL_TICKETS)]\n\n            # --- Step 0: classify context ---\n            prompt_step0 = make_prompt(\n                ticket_text=ticket['text'],\n                task_id=task_id,\n                current_category=None,\n                feedback='New ticket. Classify it first.',\n                step=0,\n            )\n            rows.append({\n                'prompt':      prompt_step0,\n                'ticket_text': ticket['text'],\n                'task_id':     task_id,\n                'seed':        seed,\n                'step':        0,\n            })\n\n            # --- Step 1: resolve context (tasks 2 & 3 only) ---\n            if task_id in (2, 3):\n                prompt_step1 = make_prompt(\n                    ticket_text=ticket['text'],\n                    task_id=task_id,\n                    current_category=ticket['category'],\n                    feedback=f\"Category set to {ticket['category']}. Now resolve the ticket.\",\n                    step=1,\n                )\n                rows.append({\n                    'prompt':      prompt_step1,\n                    'ticket_text': ticket['text'],\n                    'task_id':     task_id,\n                    'seed':        seed + 10000,  # unique seed key for step-1\n                    'step':        1,\n                })\n\n    # Shuffle so tasks/steps are interleaved during training\n    rng.shuffle(rows)\n    return Dataset.from_list(rows)\n\ngrpo_dataset = build_grpo_dataset()\nprint(f'Dataset built: {len(grpo_dataset)} samples')\n# breakdown\nfrom collections import Counter\ntask_counts = Counter(grpo_dataset['task_id'])\nstep_counts = Counter(grpo_dataset['step'])\nprint(f'  By task:  {dict(task_counts)}')\nprint(f'  By step:  {dict(step_counts)}')\nprint('Sample prompt (first 300 chars):')\nprint(grpo_dataset[0]['prompt'][:300])"
    ]
   },
   {