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| """Pydantic models for the OpenEnv Customer Support environment.""" | |
| from __future__ import annotations | |
| from enum import Enum | |
| from typing import List, Optional | |
| from pydantic import BaseModel, Field | |
| # ── Enumerations ────────────────────────────────────────────────────── | |
| class IssueCategory(str, Enum): | |
| DELIVERY_DELAY = "delivery_delay" | |
| DAMAGED_PRODUCT = "damaged_product" | |
| REFUND_REQUEST = "refund_request" | |
| BILLING_ERROR = "billing_error" | |
| PRODUCT_INQUIRY = "product_inquiry" | |
| ACCOUNT_ISSUE = "account_issue" | |
| class Sentiment(str, Enum): | |
| ANGRY = "angry" | |
| NEUTRAL = "neutral" | |
| HAPPY = "happy" | |
| class ActionType(str, Enum): | |
| CLASSIFY = "classify" | |
| RESPOND = "respond" | |
| REFUND = "refund" | |
| ESCALATE = "escalate" | |
| RESOLVE = "resolve" | |
| class TicketStatus(str, Enum): | |
| OPEN = "open" | |
| CLASSIFIED = "classified" | |
| RESPONDED = "responded" | |
| RESOLVED = "resolved" | |
| ESCALATED = "escalated" | |
| # ── Ticket ──────────────────────────────────────────────────────────── | |
| class Ticket(BaseModel): | |
| """A customer support ticket.""" | |
| ticket_id: str | |
| customer_name: str | |
| issue_text: str | |
| category: IssueCategory | |
| sentiment: Sentiment | |
| order_value: float = Field(ge=0.0) | |
| priority: str = "normal" # low / normal / high / critical | |
| # ── Observation ─────────────────────────────────────────────────────── | |
| class Observation(BaseModel): | |
| """Observation returned to the agent at each step.""" | |
| ticket: Ticket | |
| status: TicketStatus = TicketStatus.OPEN | |
| conversation_history: List[str] = Field(default_factory=list) | |
| step_number: int = 0 | |
| max_steps: int = 10 | |
| classification: Optional[str] = None | |
| response_sent: Optional[str] = None | |
| action_taken: Optional[str] = None | |
| done: bool = False | |
| score: float = 0.0 | |
| # ── Action ──────────────────────────────────────────────────────────── | |
| class Action(BaseModel): | |
| """Action submitted by the agent.""" | |
| action_type: ActionType | |
| classification: Optional[str] = None | |
| response_text: Optional[str] = None | |
| refund_amount: Optional[float] = None | |
| escalation_reason: Optional[str] = None | |
| # ── Reward ──────────────────────────────────────────────────────────── | |
| class Reward(BaseModel): | |
| """Reward breakdown returned after each step.""" | |
| total: float = Field(ge=0.0, le=1.0) | |
| classification_accuracy: float = Field(default=0.0, ge=0.0, le=1.0) | |
| response_quality: float = Field(default=0.0, ge=0.0, le=1.0) | |
| action_correctness: float = Field(default=0.0, ge=0.0, le=1.0) | |
| penalty_rude_tone: float = Field(default=0.0, ge=0.0, le=1.0) | |
| penalty_invalid_action: float = Field(default=0.0, ge=0.0, le=1.0) | |
| penalty_looping: float = Field(default=0.0, ge=0.0, le=1.0) | |
| # ── Step Result ─────────────────────────────────────────────────────── | |
| class StepResult(BaseModel): | |
| """Result of a single environment step.""" | |
| observation: Observation | |
| reward: Reward | |
| done: bool | |
| info: dict = Field(default_factory=dict) | |