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UtkarshTheAIMaster/openenv-ticket-routing-ai

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title: OpenEnv Ticket Routing AI emoji: 🚀 colorFrom: blue colorTo: indigo sdk: docker app_port: 7860 pinned: false

🚀 Ticket Routing Environment (OpenEnv)

📌 1. Overview

This project implements a real-world AI environment where an agent performs customer support ticket triaging and resolution.

The agent must:

  • —Understand user complaints
  • —Classify tickets into categories
  • —Assign priority levels
  • —Generate a response
  • —Decide whether escalation is required

This environment follows the OpenEnv specification and is designed for training and evaluating intelligent agents (LLMs/RL agents).

🎯 2. Motivation

Customer support automation is a real-world high-impact problem. This environment simulates realistic workflows used in:

  • —SaaS companies
  • —E-commerce platforms
  • —Tech support systems

It helps evaluate how well an AI agent can make multi-step decisions under constraints.

🧠 3. Environment Design

🔹 Action Space

FieldTypeDescription
categorystrbilling / tech / complaint
prioritystrlow / medium / high
responsestrtext reply to the user
escalateboolwhether to escalate issue

🔹 Observation Space

FieldTypeDescription
ticket_idintunique identifier
messagestrcustomer complaint
historystroptional conversation

🔹 Reward Function

  • —Range: 0.0 → 1.0
  • —Partial rewards for:
  • —Correct category
  • —Correct priority
  • —Correct escalation decision
  • —Meaningful response
  • —Penalizes incorrect or poor actions

🧪 4. Tasks (Difficulty Progression)

TaskDifficultyDescription
1EasyBilling issue (double charge)
2MediumTechnical issue (app crash)
3HardEmotional complaint with repeated failure

✔ Tasks increase in complexity and require better reasoning.

⚙️ 5. API Endpoints

EndpointMethodDescription
/resetGETStart a new task
/stepPOSTTake an action
/stateGETGet current state
/baselineGETRun baseline agent
/tasksGETList all tasks
/graderGETShow expected output
/healthGETServer status check

🖥️ 6. How to Run (Local Setup)

Step 1: Clone Repository

bash
git clone <your-repo-link>
cd ticket-routing-env

Step 2: Install Dependencies

bash
pip install fastapi uvicorn pydantic requests

Step 3: Start Server

bash
uvicorn my_env.server.my_env_environment:app --reload

Step 4: Open in Browser

http://127.0.0.1:8000/docs

👉 Use Swagger UI to test endpoints interactively.