returns.ts

import { AgentConfig } from "@/app/types";

const returns: AgentConfig = {
  name: "returns",
  publicDescription:
    "Customer Service Agent specialized in order lookups, policy checks, and return initiations.",
  instructions: `
# Personality and Tone
## Identity
You are a calm and approachable online store assistant specializing in snowboarding gear—especially returns. Imagine you've spent countless seasons testing snowboards and equipment on frosty slopes, and now you’re here, applying your expert knowledge to guide customers on their returns. Though you’re calm, there’s a steady undercurrent of enthusiasm for all things related to snowboarding. You exude reliability and warmth, making every interaction feel personalized and reassuring.

## Task
Your primary objective is to expertly handle return requests. You provide clear guidance, confirm details, and ensure that each customer feels confident and satisfied throughout the process. Beyond just returns, you may also offer pointers about snowboarding gear to help customers make better decisions in the future.

## Demeanor
Maintain a relaxed, friendly vibe while staying attentive to the customer’s needs. You listen actively and respond with empathy, always aiming to make customers feel heard and valued.

## Tone
Speak in a warm, conversational style, peppered with polite phrases. You subtly convey excitement about snowboarding gear, ensuring your passion shows without becoming overbearing.

## Level of Enthusiasm
Strike a balance between calm competence and low-key enthusiasm. You appreciate the thrill of snowboarding but don’t overshadow the practical matter of handling returns with excessive energy.

## Level of Formality
Keep it moderately professional—use courteous, polite language yet remain friendly and approachable. You can address the customer by name if given.

## Level of Emotion
Supportive and understanding, using a reassuring voice when customers describe frustrations or issues with their gear. Validate their concerns in a caring, genuine manner.

## Filler Words
Include a few casual filler words (“um,” “hmm,” “uh,”) to soften the conversation and make your responses feel more approachable. Use them occasionally, but not to the point of distraction.

## Pacing
Speak at a medium pace—steady and clear. Brief pauses can be used for emphasis, ensuring the customer has time to process your guidance.

## Other details
- You have a strong accent.
- The overarching goal is to make the customer feel comfortable asking questions and clarifying details.
- Always confirm spellings of names and numbers to avoid mistakes.

# Steps
1. Start by understanding the order details - ask for the user's phone number, look it up, and confirm the item before proceeding
2. Ask for more information about why the user wants to do the return.
3. See "Determining Return Eligibility" for how to process the return.

## Greeting
- Your identity is an agent in the returns department, and your name is Jane.
  - Example, "Hello, this is Jane from returns"
- Let the user know that you're aware of key 'conversation_context' and 'rationale_for_transfer' to build trust.
  - Example, "I see that you'd like to {}, let's get started with that."

## Sending messages before calling functions
- If you're going to call a function, ALWAYS let the user know what you're about to do BEFORE calling the function so they're aware of each step.
  - Example: “Okay, I’m going to check your order details now.”
  - Example: "Let me check the relevant policies"
  - Example: "Let me double check with a policy expert if we can proceed with this return."
- If the function call might take more than a few seconds, ALWAYS let the user know you're still working on it. (For example, “I just need a little more time…” or “Apologies, I’m still working on that now.”)
- Never leave the user in silence for more than 10 seconds, so continue providing small updates or polite chatter as needed.
  - Example: “I appreciate your patience, just another moment…”

# Determining Return Eligibility
- First, pull up order information with the function 'lookupOrders()' and clarify the specific item they're talking about, including purchase dates which are relevant for the order.
- Then, ask for a short description of the issue from the user before checking eligibility.
- Always check the latest policies with retrievePolicy() BEFORE calling checkEligibilityAndPossiblyInitiateReturn()
- You should always double-check eligibility with 'checkEligibilityAndPossiblyInitiateReturn()' before initiating a return.
- If ANY new information surfaces in the conversation (for example, providing more information that was requested by checkEligibilityAndPossiblyInitiateReturn()), ask the user for that information. If the user provides this information, call checkEligibilityAndPossiblyInitiateReturn() again with the new information.
- Even if it looks like a strong case, be conservative and don't over-promise that we can complete the user's desired action without confirming first. The check might deny the user and that would be a bad user experience.
- If processed, let the user know the specific, relevant details and next steps

# General Info
- Today's date is 12/26/2024
`,
  tools: [
    {
      type: "function",
      name: "lookupOrders",
      description:
        "Retrieve detailed order information by using the user's phone number, including shipping status and item details. Please be concise and only provide the minimum information needed to the user to remind them of relevant order details.",
      parameters: {
        type: "object",
        properties: {
          phoneNumber: {
            type: "string",
            description: "The user's phone number tied to their order(s).",
          },
        },
        required: ["phoneNumber"],
        additionalProperties: false,
      },
    },
    {
      type: "function",
      name: "retrievePolicy",
      description:
        "Retrieve and present the store’s policies, including eligibility for returns. Do not describe the policies directly to the user, only reference them indirectly to potentially gather more useful information from the user.",
      parameters: {
        type: "object",
        properties: {
          region: {
            type: "string",
            description: "The region where the user is located.",
          },
          itemCategory: {
            type: "string",
            description:
              "The category of the item the user wants to return (e.g., shoes, accessories).",
          },
        },
        required: ["region", "itemCategory"],
        additionalProperties: false,
      },
    },
    {
      type: "function",
      name: "checkEligibilityAndPossiblyInitiateReturn",
      description: `Check the eligibility of a proposed action for a given order, providing approval or denial with reasons. This will send the request to an experienced agent that's highly skilled at determining order eligibility, who may agree and initiate the return.

# Details
- Note that this agent has access to the full conversation history, so you only need to provide high-level details.
- ALWAYS check retrievePolicy first to ensure we have relevant context.
- Note that this can take up to 10 seconds, so please provide small updates to the user every few seconds, like 'I just need a little more time'
- Feel free to share an initial assessment of potential eligibility with the user before calling this function.
`,
      parameters: {
        type: "object",
        properties: {
          userDesiredAction: {
            type: "string",
            description: "The proposed action the user wishes to be taken.",
          },
          question: {
            type: "string",
            description:
              "The question you'd like help with from the skilled escalation agent.",
          },
        },
        required: ["userDesiredAction", "question"],
        additionalProperties: false,
      },
    },
  ],
  toolLogic: {
    lookupOrders: ({ phoneNumber }) => {
      console.log(`[toolLogic] looking up orders for ${phoneNumber}`);
      return {
        orders: [
          {
            order_id: "SNP-20230914-001",
            order_date: "2024-09-14T09:30:00Z",
            delivered_date: "2024-09-16T14:00:00Z",
            order_status: "delivered",
            subtotal_usd: 409.98,
            total_usd: 471.48,
            items: [
              {
                item_id: "SNB-TT-X01",
                item_name: "Twin Tip Snowboard X",
                retail_price_usd: 249.99,
              },
              {
                item_id: "SNB-BOOT-ALM02",
                item_name: "All-Mountain Snowboard Boots",
                retail_price_usd: 159.99,
              },
            ],
          },
          {
            order_id: "SNP-20230820-002",
            order_date: "2023-08-20T10:15:00Z",
            delivered_date: null,
            order_status: "in_transit",
            subtotal_usd: 339.97,
            total_usd: 390.97,
            items: [
              {
                item_id: "SNB-PKbk-012",
                item_name: "Park & Pipe Freestyle Board",
                retail_price_usd: 189.99,
              },
              {
                item_id: "GOG-037",
                item_name: "Mirrored Snow Goggles",
                retail_price_usd: 89.99,
              },
              {
                item_id: "SNB-BIND-CPRO",
                item_name: "Carving Pro Binding Set",
                retail_price_usd: 59.99,
              },
            ],
          },
        ],
      };
    },
    retrievePolicy: () => {
      return `
At Snowy Peak Boards, we believe in transparent and customer-friendly policies to ensure you have a hassle-free experience. Below are our detailed guidelines:

1. GENERAL RETURN POLICY
• Return Window: We offer a 30-day return window starting from the date your order was delivered. 
• Eligibility: Items must be unused, in their original packaging, and have tags attached to qualify for refund or exchange. 
• Non-Refundable Shipping: Unless the error originated from our end, shipping costs are typically non-refundable.

2. CONDITION REQUIREMENTS
• Product Integrity: Any returned product showing signs of use, wear, or damage may be subject to restocking fees or partial refunds. 
• Promotional Items: If you received free or discounted promotional items, the value of those items might be deducted from your total refund if they are not returned in acceptable condition.
• Ongoing Evaluation: We reserve the right to deny returns if a pattern of frequent or excessive returns is observed.

3. DEFECTIVE ITEMS
• Defective items are eligible for a full refund or exchange within 1 year of purchase, provided the defect is outside normal wear and tear and occurred under normal use. 
• The defect must be described in sufficient detail by the customer, including how it was outside of normal use. Verbal description of what happened is sufficient, photos are not necessary.
• The agent can use their discretion to determine whether it’s a true defect warranting reimbursement or normal use.
## Examples
- "It's defective, there's a big crack": MORE INFORMATION NEEDED
- "The snowboard has delaminated and the edge came off during normal use, after only about three runs. I can no longer use it and it's a safety hazard.": ACCEPT RETURN

4. REFUND PROCESSING
• Inspection Timeline: Once your items reach our warehouse, our Quality Control team conducts a thorough inspection which can take up to 5 business days. 
• Refund Method: Approved refunds will generally be issued via the original payment method. In some cases, we may offer store credit or gift cards. 
• Partial Refunds: If products are returned in a visibly used or incomplete condition, we may process only a partial refund.

5. EXCHANGE POLICY
• In-Stock Exchange: If you wish to exchange an item, we suggest confirming availability of the new item before initiating a return. 
• Separate Transactions: In some cases, especially for limited-stock items, exchanges may be processed as a separate transaction followed by a standard return procedure.

6. ADDITIONAL CLAUSES
• Extended Window: Returns beyond the 30-day window may be eligible for store credit at our discretion, but only if items remain in largely original, resalable condition. 
• Communication: For any clarifications, please reach out to our customer support team to ensure your questions are answered before shipping items back.

We hope these policies give you confidence in our commitment to quality and customer satisfaction. Thank you for choosing Snowy Peak Boards!
`;
    },
    checkEligibilityAndPossiblyInitiateReturn: async (args, transcriptLogs) => {
      console.log(
        "checkEligibilityAndPossiblyInitiateReturn()",
        args,
      );
      const nMostRecentLogs = 10;
      const messages = [
        {
          role: "system",
          content:
            "You are an an expert at assessing the potential eligibility of cases based on how well the case adheres to the provided guidelines. You always adhere very closely to the guidelines and do things 'by the book'.",
        },
        {
          role: "user",
          content: `Carefully consider the context provided, which includes the request and relevant policies and facts, and determine whether the user's desired action can be completed according to the policies. Provide a concise explanation or justification. Please also consider edge cases and other information that, if provided, could change the verdict, for example if an item is defective but the user hasn't stated so. Again, if ANY CRITICAL INFORMATION IS UNKNOWN FROM THE USER, ASK FOR IT VIA "Additional Information Needed" RATHER THAN DENYING THE CLAIM.

<modelContext>
${JSON.stringify(args, null, 2)}
</modelContext>

<conversationContext>
${JSON.stringify(transcriptLogs.slice(nMostRecentLogs), args, 2)}
</conversationContext>

<output_format>
# Rationale
// Short description explaining the decision

# User Request
// The user's desired outcome or action

# Is Eligible
true/false/need_more_information
// "true" if you're confident that it's true given the provided context, and no additional info is needex
// "need_more_information" if you need ANY additional information to make a clear determination.

# Additional Information Needed
// Other information you'd need to make a clear determination. Can be "None"

# Return Next Steps
// Explain to the user that the user will get a text message with next steps. Only if is_eligible=true, otherwise "None". Provide confirmation to the user the item number, the order number, and the phone number they'll receive the text message at.
</output_format>  
`,
        },
      ];

      const model = "o1-mini";
      console.log(`checking order eligibility with model=${model}`);

      const response = await fetch("/api/chat/completions", {
        method: "POST",
        headers: {
          "Content-Type": "application/json",
        },
        body: JSON.stringify({ model, messages }),
      });

      if (!response.ok) {
        console.warn("Server returned an error:", response);
        return { error: "Something went wrong." };
      }

      const completion = await response.json();
      console.log(completion.choices[0].message.content);
      return { result: completion.choices[0].message.content };
    },
  },
};

export default returns;