Customer Support Agent

<?php

namespace App\Agents;

use Vizra\VizraADK\Agents\BaseLlmAgent;

class CustomerSupportAgent extends BaseLlmAgent
{
    protected string $name = 'customer_support';

    protected string $description = 'A customer support agent that helps with order inquiries and refunds';

    protected string $model = 'gpt-4o';

    protected ?float $temperature = 0.3;

    protected array $tools = [
        \App\Tools\OrderLookupTool::class,
        \App\Tools\RefundProcessorTool::class,
        \App\Tools\ShippingStatusTool::class,
    ];

    protected string $instructions = <<<'PROMPT'
You are a helpful customer support agent for an e-commerce store. Your role is to assist customers with their orders and resolve issues efficiently.

Key responsibilities:
- Look up orders when customers provide their order ID or email
- Provide accurate shipping status updates
- Process refund requests according to company policy
- Be empathetic and professional in all interactions

Refund Policy:
- Full refunds available within 30 days of purchase
- Items must be unused and in original packaging
- Digital products are non-refundable after download

Always verify the customer's identity before sharing order details or processing refunds.
PROMPT;
}

<?php

namespace App\Tools;

use Vizra\VizraADK\Contracts\ToolInterface;
use Vizra\VizraADK\System\AgentContext;

class OrderLookupTool implements ToolInterface
{
    public function definition(): array
    {
        return [
            'name' => 'order_lookup',
            'description' => 'Look up a customer order by order ID or email address',
            'parameters' => [
                'type' => 'object',
                'properties' => [
                    'order_id' => [
                        'type' => 'string',
                        'description' => 'The order ID to look up',
                    ],
                    'email' => [
                        'type' => 'string',
                        'description' => 'Customer email to find orders',
                    ],
                ],
            ],
        ];
    }

    public function execute(array $arguments, AgentContext $context): string
    {
        $orderId = $arguments['order_id'] ?? null;
        $email = $arguments['email'] ?? null;

        if ($orderId) {
            $order = Order::find($orderId);
        } elseif ($email) {
            $order = Order::where('customer_email', $email)
                ->latest()
                ->first();
        } else {
            return json_encode(['error' => 'Please provide an order ID or email']);
        }

        if (!$order) {
            return json_encode(['error' => 'Order not found']);
        }

        return json_encode([
            'order_id' => $order->id,
            'status' => $order->status,
            'total' => $order->total,
            'items' => $order->items->map(fn($item) => [
                'name' => $item->name,
                'quantity' => $item->quantity,
                'price' => $item->price,
            ]),
            'created_at' => $order->created_at->toDateString(),
        ]);
    }
}

<?php

namespace App\Tools;

use Vizra\VizraADK\Contracts\ToolInterface;
use Vizra\VizraADK\System\AgentContext;

class RefundProcessorTool implements ToolInterface
{
    public function definition(): array
    {
        return [
            'name' => 'process_refund',
            'description' => 'Process a refund for an order. Only use after verifying eligibility.',
            'parameters' => [
                'type' => 'object',
                'properties' => [
                    'order_id' => [
                        'type' => 'string',
                        'description' => 'The order ID to refund',
                    ],
                    'reason' => [
                        'type' => 'string',
                        'description' => 'Reason for the refund',
                    ],
                    'amount' => [
                        'type' => 'number',
                        'description' => 'Refund amount (defaults to full order total)',
                    ],
                ],
                'required' => ['order_id', 'reason'],
            ],
        ];
    }

    public function execute(array $arguments, AgentContext $context): string
    {
        $order = Order::find($arguments['order_id']);

        if (!$order) {
            return json_encode(['error' => 'Order not found']);
        }

        // Check refund eligibility
        if ($order->created_at->diffInDays(now()) > 30) {
            return json_encode([
                'error' => 'Order is outside the 30-day refund window',
            ]);
        }

        $amount = $arguments['amount'] ?? $order->total;

        // Process the refund
        $refund = $order->refunds()->create([
            'amount' => $amount,
            'reason' => $arguments['reason'],
            'status' => 'pending',
        ]);

        // Trigger refund processing (payment gateway, etc.)
        ProcessRefund::dispatch($refund);

        return json_encode([
            'success' => true,
            'refund_id' => $refund->id,
            'amount' => $amount,
            'message' => 'Refund initiated. Customer will receive funds within 5-7 business days.',
        ]);
    }
}

use Vizra\VizraADK\Facades\Agent;

// Get the agent
$agent = Agent::get('customer_support');

// Process a customer message
$response = $agent->run(
    'Hi, I ordered something last week but it hasn\'t arrived yet. My order number is ORD-12345.',
    userId: 'customer_123',
    sessionId: 'support_session_456'
);

echo $response->text;