---
title: Customer Support OpenEnv Environment
emoji: 🤖
colorFrom: blue
colorTo: green
sdk: docker
tags:
  - openenv
  - reinforcement-learning
  - llm
  - customer-support
---

description: >
  A goal-oriented customer support environment where an agent must gather
  required information from the user and resolve the ticket efficiently.

version: 1.0

# =========================
# ENTRYPOINT
# =========================
entry_point: server.app:app

# =========================
# INTERFACE
# =========================
interfaces:
  - type: http
    port: 7860
    routes:
      reset: /reset
      step: /step

# =========================
# ENVIRONMENT LIMITS
# =========================
max_steps: 10

reward_range:
  min: -1.0
  max: 2.0

# =========================
# TASKS + GRADERS
# =========================
tasks:
  - id: easy-info-collection
    description: Collect at least some relevant information
    difficulty: easy
    grader: graders.grade_easy

  - id: medium-complete-info
    description: Collect all required information efficiently
    difficulty: medium
    grader: graders.grade_medium

  - id: hard-efficient-resolution
    description: Fully resolve ticket with optimal steps
    difficulty: hard
    grader: graders.grade_hard


# =========================
# ACTION SPACE
# =========================
actions:
  - name: ask_info
    description: Request missing information from the user
    parameters:
      field:
        type: string
        enum:
          - order_id
          - account_email
          - device_type
          - browser

  - name: classify
    description: Classify the user issue into a category
    parameters: {}

  - name: resolve
    description: Resolve the ticket if sufficient information is available
    parameters: {}

# =========================
# OBSERVATION SPACE
# =========================
observation_space:
  type: object
  properties:
    ticket_id:
      type: string

    customer_message:
      type: string

    history:
      type: array
      items:
        type: object

    known_info:
      type: object
      additionalProperties: true

    required:
      type: array
      items:
        type: string

    missing_required:
      type: array
      items:
        type: string

    info_progress:
      type: number

    status:
      type: string
      enum: [open, resolved]

    step_count:
      type: integer

    remaining_steps:
      type: integer

# =========================
# TERMINATION CONDITIONS
# =========================
termination:
  success:
    description: Ticket resolved with all required information collected
  failure:
    description: Max steps reached without resolution

# =========================
# METADATA
# =========================
tags:
  - customer-support
  - goal-oriented
  - information-gathering