name: ai-support-ticket
version: "1.0.0"
description: "AI-powered customer support ticket environment where an agent must triage, classify, and resolve support tickets."
tags:
  - openenv
  - customer-support
  - nlp

env:
  reset_endpoint: "/reset"
  step_endpoint: "/step"
  state_endpoint: "/state"

tasks:
  - name: classify_ticket
    description: "Classify a support ticket into the correct category and priority."
    difficulty: easy
    max_steps: 1
    reward_threshold: 0.5

  - name: resolve_ticket
    description: "Generate an appropriate resolution for a support ticket."
    difficulty: medium
    max_steps: 1
    reward_threshold: 0.5

  - name: triage_queue
    description: "Triage a queue of mixed tickets, prioritizing critical issues correctly."
    difficulty: hard
    max_steps: 3
    reward_threshold: 0.5

observation_space:
  type: object
  properties:
    task:
      type: string
    ticket_id:
      type: string
    subject:
      type: string
    description:
      type: string
    current_status:
      type: string
    step:
      type: integer
    done:
      type: boolean

action_space:
  type: object
  properties:
    category:
      type: string
      enum: [billing, technical, account, shipping, general]
    priority:
      type: string
      enum: [low, medium, high, critical]
    resolution:
      type: string
    status:
      type: string

reward_range: [0.0, 1.0]