| from models import Observation, Action, State |
| from tasks import TASKS, grader |
| import copy |
| from typing import Any, Optional |
| import openenv.core.env_server as es |
|
|
| class CustomerSupportEnv(es.Environment): |
| def __init__(self, **kwargs): |
| super().__init__(**kwargs) |
| self.current_task_idx = 0 |
| self.state_data = {} |
| self.step_count = 0 |
| self.max_steps = 10 |
| self.done = False |
| self.reset() |
|
|
| def reset(self, seed: Optional[int] = None, episode_id: Optional[str] = None, task_idx: int = 0, **kwargs: Any) -> Observation: |
| self.current_task_idx = task_idx |
| task = TASKS[self.current_task_idx] |
| self.step_count = 0 |
| self.done = False |
| |
| self.state_data = { |
| "ticket_id": f"TKT-{1000 + task_idx}", |
| "customer_message": task.initial_msg, |
| "history":[f"Customer: {task.initial_msg}"], |
| "missing_info": task.required_info.copy(), |
| "collected_info":[], |
| "route": None, |
| "refund_processed": False, |
| "status": "OPEN", |
| "episode_id": episode_id |
| } |
| return self._get_obs(reward=0.01, feedback="") |
|
|
| @property |
| def state(self) -> State: |
| return State( |
| ticket_id=self.state_data.get("ticket_id", ""), |
| customer_message=self.state_data.get("customer_message", ""), |
| history=copy.deepcopy(self.state_data.get("history", [])), |
| missing_info=copy.deepcopy(self.state_data.get("missing_info", [])), |
| status=self.state_data.get("status", "OPEN"), |
| refund_processed=self.state_data.get("refund_processed", False), |
| episode_id=self.state_data.get("episode_id", None), |
| step_count=self.step_count |
| ) |
|
|
| def _get_obs(self, reward: float = 0.01, feedback: str = "") -> Observation: |
| |
| clamped_reward = max(0.01, min(0.99, reward)) |
| return Observation( |
| ticket_id=self.state_data["ticket_id"], |
| customer_message=self.state_data["customer_message"], |
| history=self.state_data["history"], |
| missing_info=self.state_data["missing_info"], |
| status=self.state_data["status"], |
| refund_processed=self.state_data["refund_processed"], |
| done=self.done, |
| reward=clamped_reward, |
| metadata={"feedback": feedback, "state": self.state_data} |
| ) |
|
|
| def step(self, action: Action, timeout_s: Optional[float] = None, **kwargs: Any) -> Observation: |
| if self.done: |
| return self._get_obs(reward=0.01, feedback="Episode already done") |
|
|
| self.step_count += 1 |
| reward_val = 0.01 |
| feedback = "" |
| task = TASKS[self.current_task_idx] |
|
|
| |
| if self.step_count >= self.max_steps: |
| self.done = True |
| final_score = grader(task, self.state_data) |
| return self._get_obs(reward=float(final_score), feedback="Max steps reached") |
|
|
| if action.action_type == "ASK_INFO": |
| asked = action.argument.lower() |
| found = False |
| for req in self.state_data["missing_info"]: |
| if req.lower() in asked.lower(): |
| self.state_data["missing_info"].remove(req) |
| self.state_data["collected_info"].append(req) |
| reply = f"Here is my {req}: [MOCK_DATA]" |
| self.state_data["history"].extend([f"Agent: {action.argument}", f"Customer: {reply}"]) |
| self.state_data["customer_message"] = reply |
| reward_val = 0.3 |
| feedback = f"Successfully collected {req}" |
| found = True |
| break |
| if not found: |
| reward_val = 0.05 |
| feedback = "Asked for unnecessary information." |
|
|
| elif action.action_type == "REFUND": |
| if task.needs_refund and "order_id" in self.state_data["collected_info"]: |
| self.state_data["refund_processed"] = True |
| reward_val = 0.4 |
| feedback = "Refund processed successfully." |
| else: |
| reward_val = 0.05 |
| feedback = "Cannot process refund without order ID or refund not required." |
|
|
| elif action.action_type == "ROUTE": |
| self.state_data["route"] = action.argument |
| if self.state_data["missing_info"]: |
| reward_val = 0.05 |
| feedback = "Routed prematurely without gathering required info." |
| else: |
| self.done = True |
| final_score = grader(task, self.state_data) |
| reward_val = float(final_score) |
| feedback = f"Ticket routed. Final Score: {final_score}" |
|
|
| elif action.action_type == "CLOSE": |
| self.done = True |
| self.state_data["status"] = "CLOSED" |
| final_score = grader(task, self.state_data) |
| reward_val = float(final_score) |
| feedback = f"Ticket closed. Final Score: {final_score}" |
|
|
| return self._get_obs(reward=reward_val, feedback=feedback) |
