README.md

metadata

title: Customer Support Triage
sdk: docker
sdk_version: 1.0.0
python_version: 3.10.0
app_file: app.py
pinned: false

Customer Support Triage Environment

A real-world customer support simulation environment requiring information extraction, system actions, and routing. Built using the official OpenEnv interface specification.

Overview

This environment simulates a text-based customer support chat system. The agent acts on incoming support tickets and chooses actions such as asking the user for missing info, processing refunds, or routing the ticket to specialized teams.

Action & Observation Spaces

• Observation: ticket_id, customer_message, history, missing_info, status, refund_processed, done, reward.
• Action:
  • action_type: One of 'ROUTE', 'ASK_INFO', 'REFUND', 'CLOSE'
  • argument: The specific queue (e.g., 'BILLING'), the info to ask for (e.g., 'serial_number'), or order to refund.

Tasks

1. easy_password_reset (Easy): A simple IT support routing task requiring no additional info.
2. medium_hardware_issue (Medium): Requires the agent to first ask for the serial_number before routing to hardware support.
3. hard_refund_processing (Hard): Requires the agent to ask for order_id and photo_evidence, process a refund by taking the REFUND action, and finally route the ticket to billing.

Usage

Start the environment server using Docker:

docker build -t customer-support-env .
docker run -p 8000:8000 customer-support-env

Or start directly via python:

uvicorn server.app:app --port 8000

Run the baseline baseline inference script:

python inference.py