Spaces:
Sleeping
Sleeping
| spec_version: 1 | |
| name: customer_support_env | |
| type: space | |
| runtime: fastapi | |
| app: server.app:app | |
| port: 8000 | |
| # Environment metadata | |
| title: "Customer Support Ticket Management Environment" | |
| description: "Real-world OpenEnv environment for training AI agents on customer support tasks" | |
| version: "1.0.0" | |
| # Tags for Hugging Face Spaces | |
| tags: | |
| - openenv | |
| - customer-support | |
| - reinforcement-learning | |
| - agent-training | |
| # Task configurations | |
| tasks: | |
| - id: easy | |
| name: "Ticket Classification" | |
| description: "Categorize support tickets into the correct category (billing, technical, account, shipping, general)" | |
| difficulty: easy | |
| max_steps: 1 | |
| success_threshold: 0.8 | |
| - id: medium | |
| name: "Priority Assignment & Routing" | |
| description: "Categorize tickets, assign correct priority level, and route to the appropriate support team" | |
| difficulty: medium | |
| max_steps: 1 | |
| success_threshold: 0.75 | |
| - id: hard | |
| name: "Complete Ticket Resolution" | |
| description: "Fully resolve tickets: correct categorization, priority, routing, and draft a professional, helpful response" | |
| difficulty: hard | |
| max_steps: 1 | |
| success_threshold: 0.70 | |
| # Environment configuration | |
| config: | |
| action_space: | |
| category: | |
| - billing | |
| - technical | |
| - account | |
| - shipping | |
| - general | |
| priority: | |
| - low | |
| - medium | |
| - high | |
| - critical | |
| assigned_team: | |
| - tier1 | |
| - tier2 | |
| - billing | |
| - technical | |
| - management | |
| response_draft: "string (min 10 characters)" | |
| internal_notes: "string (optional)" | |
| escalate: "boolean" | |
| observation_space: | |
| ticket_metadata: "TicketMetadata (ID, timestamp, customer_id, channel)" | |
| customer_message: "string (support request)" | |
| customer_history: "CustomerHistory (account_age, tickets, satisfaction, premium status, lifetime value)" | |
| previous_interactions: "List[str]" | |
| attachments: "List[str]" | |
| reward_function: | |
| category_correctness: 0.25 | |
| priority_correctness: 0.20 | |
| team_routing_correctness: 0.25 | |
| response_quality: 0.20 | |
| efficiency_bonus: "up to 0.15" | |
| penalties: "up to -0.15" | |