Customer Support Bot

# LangGraph Customer Support Bot — OSOP Portable Workflow
#
# A stateful support agent: classifies the user's intent, routes to a
# specialist sub-graph (billing, technical, general), generates a response,
# and escalates to a human when confidence is low.
#
# Run with LangGraph or validate: osop validate langgraph-customer-support.osop.yaml

osop_version: "1.0"
id: "langgraph-customer-support"
name: "Customer Support Bot"
description: "Intent-based routing with specialist agents and human escalation."
version: "1.0.0"
tags: [langgraph, langchain, chatbot, support, routing]

nodes:
  - id: "receive_message"
    type: "api"
    subtype: "webhook"
    name: "Receive Customer Message"
    description: "Incoming message from chat widget or messaging platform."

  - id: "classify_intent"
    type: "agent"
    subtype: "llm"
    name: "Classify Intent"
    description: "Determine intent category and confidence score."
    config:
      model: "gpt-4o-mini"
      output_schema: { intent: "string", confidence: "float" }

  - id: "billing_specialist"
    type: "agent"
    subtype: "llm"
    name: "Billing Specialist"
    description: "Handles refunds, invoices, plan changes, and payment issues."
    config:
      tools: [lookup_subscription, issue_refund, generate_invoice]

  - id: "technical_specialist"
    type: "agent"
    subtype: "llm"
    name: "Technical Specialist"
    description: "Handles bug reports, API questions, and integration help."
    config:
      tools: [search_docs, check_status_page, create_ticket]

  - id: "general_agent"
    type: "agent"
    subtype: "llm"
    name: "General Agent"
    description: "Handles FAQs, account info, and general inquiries."

  - id: "generate_response"
    type: "agent"
    subtype: "llm"
    name: "Format Response"
    description: "Polish the specialist output into a friendly customer message."

  - id: "human_escalation"
    type: "human"
    subtype: "review"
    name: "Human Agent Takeover"
    description: "Route to a live agent when confidence is below threshold."

edges:
  - from: "receive_message"
    to: "classify_intent"
    mode: "sequential"
  - from: "classify_intent"
    to: "billing_specialist"
    mode: "conditional"
    when: "intent == 'billing'"
  - from: "classify_intent"
    to: "technical_specialist"
    mode: "conditional"
    when: "intent == 'technical'"
  - from: "classify_intent"
    to: "general_agent"
    mode: "conditional"
    when: "intent == 'general'"
  - from: "classify_intent"
    to: "human_escalation"
    mode: "conditional"
    when: "confidence < 0.6"
    label: "Low confidence — escalate"
  - from: "billing_specialist"
    to: "generate_response"
    mode: "sequential"
  - from: "technical_specialist"
    to: "generate_response"
    mode: "sequential"
  - from: "general_agent"
    to: "generate_response"
    mode: "sequential"