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18feac5 | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 | TASKS = {
"damaged-mug-replacement": {
"task_id": "damaged-mug-replacement",
"task_name": "Damaged Mug Replacement",
"difficulty": "easy",
"objective": (
"Resolve a damaged-item support ticket by gathering the right evidence, "
"drafting a concise customer reply, and submitting the correct resolution."
),
"customer_message": (
"Hi support, my Northwind ceramic mug from order O-1001 arrived shattered. "
"I uploaded a photo. I still want the mug if you can replace it quickly."
),
"artifacts": {
"order": (
"Order O-1001 | Item: Northwind ceramic mug | Delivered: 2026-04-01 | "
"Photo evidence attached: yes | Carrier note: box dented on arrival."
),
"account": (
"Customer since 2023 | No prior claims abuse | Shipping address verified."
),
},
"policies": {
"damaged_items": (
"Damaged items reported within 7 days with photo evidence qualify for a "
"free replacement. Low-cost broken items do not need to be returned."
)
},
"required_evidence": ["ticket", "artifact:order", "policy:damaged_items"],
"expected_resolution_code": "send_replacement",
"available_resolution_codes": [
"send_replacement",
"issue_refund",
"request_more_info",
"deny_request",
],
"reply_keywords": ["replacement", "48 hours", "no need to return"],
"optimal_steps": 4,
},
"duplicate-charge-refund": {
"task_id": "duplicate-charge-refund",
"task_name": "Duplicate Charge Refund",
"difficulty": "medium",
"objective": (
"Investigate a billing complaint, confirm whether a duplicate charge occurred, "
"and choose the correct refund resolution."
),
"customer_message": (
"I was charged twice for the same blender order and only received one item. "
"Please fix this. Order number is O-2044."
),
"artifacts": {
"order": (
"Order O-2044 | Item: Pulse blender | Fulfilled once on 2026-03-28 | "
"Only one shipment and one invoice should exist."
),
"payment": (
"Payments for O-2044 | Charge 1: CAPTURED $89.00 | Charge 2: CAPTURED $89.00 | "
"Gateway note: retry after timeout caused duplicate capture."
),
"account": "Customer in good standing | No prior charge disputes.",
},
"policies": {
"duplicate_charge": (
"If a duplicate capture is confirmed, refund the extra charge to the original "
"payment method within 3-5 business days."
)
},
"required_evidence": [
"ticket",
"artifact:order",
"artifact:payment",
"policy:duplicate_charge",
],
"expected_resolution_code": "refund_duplicate_charge",
"available_resolution_codes": [
"refund_duplicate_charge",
"issue_refund",
"request_more_info",
"deny_request",
],
"reply_keywords": ["duplicate charge", "refund", "3-5 business days"],
"optimal_steps": 5,
},
"account-takeover-fraud": {
"task_id": "account-takeover-fraud",
"task_name": "Account Takeover Fraud Escalation",
"difficulty": "hard",
"objective": (
"Handle a potential account takeover involving digital gift cards. Gather fraud "
"signals, apply the correct security-first resolution, and communicate next steps."
),
"customer_message": (
"I did not place the gift card order on my account last night. Please stop any "
"more charges and secure my account immediately."
),
"artifacts": {
"account": (
"Account A-77 | Password reset disabled | New login from unfamiliar IP at 02:14 UTC | "
"2FA not enabled."
),
"order": (
"Order O-7781 | Digital gift cards totaling $250 | Delivered instantly by email | "
"Marked high-risk by payments."
),
"risk_log": (
"Risk engine score: 0.98 | Device mismatch: true | Velocity spike: true | "
"Recommendation: lock account and escalate to fraud operations."
),
},
"policies": {
"account_takeover": (
"Suspected account takeover with digital goods requires immediate account lock, "
"fraud team escalation, and customer follow-up within 24 hours. Do not promise "
"an automatic refund before investigation."
)
},
"required_evidence": [
"ticket",
"artifact:account",
"artifact:risk_log",
"policy:account_takeover",
],
"expected_resolution_code": "lock_account_and_escalate_fraud",
"available_resolution_codes": [
"lock_account_and_escalate_fraud",
"issue_refund",
"request_more_info",
"deny_request",
],
"reply_keywords": ["account locked", "fraud team", "24 hours"],
"optimal_steps": 5,
},
}
TASK_SEQUENCE = [
"damaged-mug-replacement",
"duplicate-charge-refund",
"account-takeover-fraud",
]
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