🎧 Customer Support Triage

using System.ComponentModel;
using Azure.AI.OpenAI;
using Azure.Identity;
using Microsoft.Agents.AI;
using Microsoft.Extensions.AI;

// ── Tool functions (deterministic — no LLM needed, so these are plain C# functions) ──

string GetInvoice(
    [Description("The invoice ID to look up")] string invoiceId)
    => $"Invoice #{invoiceId}: $149.99 due 2026-02-01. Status: Overdue.";

string ProcessRefund(
    [Description("The invoice ID to refund")] string invoiceId)
    => $"Refund for invoice #{invoiceId} has been initiated. Allow 3-5 business days.";

string GetServiceStatus(
    [Description("The service name, e.g. 'API', 'Dashboard', 'Auth'")] string service)
    => $"{service} is currently experiencing degraded performance in EU-West region.";

string ResetPassword(
    [Description("The customer account email address")] string email)
    => $"Password reset email sent to {email}. Link expires in 24 hours.";

string GetAccountDetails(
    [Description("The customer account email address")] string email)
    => $"Account for {email}: Plan=Pro, Seats=5, Renewal=2026-06-01, MFA=Enabled.";

// ── Azure OpenAI client ──
var azureClient = new AzureOpenAIClient(
    new Uri(Environment.GetEnvironmentVariable("AZURE_OPENAI_ENDPOINT")!),
    new AzureCliCredential());

// ── Specialist Agent 1: Billing ──
// Sub-agent because: needs domain expertise, multi-step reasoning (empathy + policy + refund decision)
AIAgent billingAgent = azureClient
    .GetChatClient("gpt-4o-mini")
    .AsAIAgent(
        instructions: """
            You are a billing specialist with deep knowledge of invoicing and refund policies.
            Always be empathetic and professional. When looking up invoices or processing refunds,
            use your tools. Explain charges clearly and offer solutions proactively.
            Never promise a refund before checking the invoice first.
            """,
        name: "BillingAgent",
        description: "Handles billing issues: invoice queries, payment problems, refund requests, subscription charges.",
        tools:
        [
            AIFunctionFactory.Create(GetInvoice),
            AIFunctionFactory.Create(ProcessRefund)
        ]);

// ── Specialist Agent 2: Technical Support ──
// Sub-agent because: needs systematic troubleshooting reasoning and domain knowledge
AIAgent technicalAgent = azureClient
    .GetChatClient("gpt-4o-mini")
    .AsAIAgent(
        instructions: """
            You are a technical support engineer. Diagnose problems methodically:
            1. Check service status first, 2. Gather symptoms, 3. Provide step-by-step fixes.
            Use your tools to check live service status. If an outage is detected, acknowledge it
            immediately and give an ETA if possible. Always end with a follow-up offer.
            """,
        name: "TechnicalAgent",
        description: "Handles technical issues: bugs, outages, API errors, integration problems, performance issues.",
        tools:
        [
            AIFunctionFactory.Create(GetServiceStatus)
        ]);

// ── Specialist Agent 3: Account Management ──
// Sub-agent because: handles sensitive account operations with its own compliance instructions
AIAgent accountAgent = azureClient
    .GetChatClient("gpt-4o-mini")
    .AsAIAgent(
        instructions: """
            You are an account management specialist. Help customers with account settings,
            security, and plan management. Always verify the customer's email before making changes.
            For security-sensitive operations (password reset, MFA), confirm the action explicitly
            before proceeding. Log all actions taken.
            """,
        name: "AccountAgent",
        description: "Handles account issues: password resets, MFA setup, plan upgrades, user management, profile changes.",
        tools:
        [
            AIFunctionFactory.Create(ResetPassword),
            AIFunctionFactory.Create(GetAccountDetails)
        ]);

// ── Triage Orchestrator ──
// This agent classifies and routes — it does NOT handle domain topics itself.
AIAgent triageAgent = azureClient
    .GetChatClient("gpt-4o-mini")
    .AsAIAgent(
        instructions: """
            You are the first point of contact for customer support. Your job is to:
            1. Greet the customer warmly.
            2. Understand their issue.
            3. Route to the correct specialist agent — do NOT try to resolve domain issues yourself.

            Routing rules:
            - Billing questions (invoices, payments, refunds, charges) → BillingAgent
            - Technical problems (bugs, outages, API errors, slow performance) → TechnicalAgent
            - Account issues (login, password, MFA, plan, profile) → AccountAgent

            After the specialist responds, relay their answer to the customer in a friendly tone.
            If the issue spans multiple domains, call each relevant agent and synthesise the answers.
            """,
        tools:
        [
            billingAgent.AsAIFunction(),
            technicalAgent.AsAIFunction(),
            accountAgent.AsAIFunction()
        ]);

// ── Run the triage system ──

// Example 1: Billing issue — routed to BillingAgent
Console.WriteLine("=== Ticket 1: Billing ===");
Console.WriteLine(await triageAgent.RunAsync(
    "Hi, I was charged $149.99 for invoice #INV-2042 but I thought I cancelled. Can I get a refund?"));

Console.WriteLine();

// Example 2: Technical issue — routed to TechnicalAgent
Console.WriteLine("=== Ticket 2: Technical ===");
Console.WriteLine(await triageAgent.RunAsync(
    "The Dashboard has been loading slowly for the past hour. Is there an outage?"));

Console.WriteLine();

// Example 3: Mixed issue — triage calls BOTH AccountAgent and BillingAgent
Console.WriteLine("=== Ticket 3: Mixed ===");
Console.WriteLine(await triageAgent.RunAsync(
    "I can't log in to my account (user@example.com) and I also need to check my current plan details."));