openenv.yaml

name: support-ticket-agent
version: "1.0.0"
description: >
  Real-world customer support ticket triage environment.
  An AI agent reads incoming support tickets and must classify the department,
  assign priority, and draft a professional first reply.
  Powered by the Tobi-Bueck/customer-support-tickets dataset (HuggingFace).

tags:
  - openenv
  - support
  - triage
  - nlp
  - classification

author: "The Avengers"

tasks:
  - id: task1
    name: "Department Classification"
    description: "Classify the support ticket into the correct department (Easy)."
    difficulty: easy
    max_steps: 20
    reward_range: [0.0, 1.0]

  - id: task2
    name: "Classification + Priority"
    description: "Classify department AND assign priority 1/2/3 (Medium)."
    difficulty: medium
    max_steps: 20
    reward_range: [0.0, 1.0]

  - id: task3
    name: "Triage + Draft Reply"
    description: "Classify, assign priority, AND write a professional first reply (Hard)."
    difficulty: hard
    max_steps: 20
    reward_range: [0.0, 1.0]

observation:
  type: object
  fields:
    ticket_id: string
    subject: string
    body: string
    customer_name: string
    task_id: string
    step: integer
    max_steps: integer
    valid_departments: array
    instructions: string

action:
  type: object
  fields:
    department:
      type: string
      options: [Technical, Billing, Product, IT, Returns, Sales, HR]
    priority:
      type: integer
      options: [1, 2, 3]
    reply:
      type: string
      description: "Required for task3 only"

reward:
  type: float
  range: [0.0, 1.0]
  description: >
    Task1: binary department match (1.0 or 0.0).
    Task2: weighted department (0.6) + priority (0.4).
    Task3: weighted department (0.4) + priority (0.3) + reply quality (0.3).

endpoints:
  health: GET /health
  reset:  POST /reset
  step:   POST /step
  state:  GET /state
  tasks:  GET /tasks

dataset:
  name: "Tobi-Bueck/customer-support-tickets"
  source: "https://huggingface.co/datasets/Tobi-Bueck/customer-support-tickets"
  license: "open"