tasks/easy_task.py

"""
tasks/easy_task.py — Easy scenario: delayed delivery complaint
"""

from models import Task, StepName, DifficultyLevel

EASY_TASK = Task(
    task_id           = "EASY_001",
    difficulty        = DifficultyLevel.EASY,
    customer_emotion  = "frustrated",
    escalation_risk   = False,
    customer_message  = (
        "Hello, I ordered a laptop 10 days ago and it still hasn't arrived. "
        "I need it urgently for work. Can you help me?"
    ),
    scenario_context  = (
        "Customer placed order #ORD-8821 on 25 March. "
        "Standard delivery is 5–7 business days. "
        "Tracking shows package is stuck at a sorting facility."
    ),
    required_steps    = [
        StepName.EMPATHY,
        StepName.COLLECT_INFO,
        StepName.INVESTIGATE,
        StepName.RESOLUTION,
    ],
    step_keywords     = {
        StepName.EMPATHY:      ["sorry", "apologize", "understand", "frustrat"],
        StepName.COLLECT_INFO: ["order number", "order id", "could you provide",
                                "may i have", "can i have"],
        StepName.INVESTIGATE:  ["checking", "looking into", "tracking", "found",
                                "our records", "it appears"],
        StepName.RESOLUTION:   ["refund", "replacement", "expedite", "credit",
                                "we will", "i will"],
    },
)