End-to-End Autonomous Support Agent in Production

case_facts = {
    "customer_id": None,
    "order_id": None,
    "item_name": None,
    "price": None,
    "issues_identified": [],
    "duplicate_charge_detected": False,
    "policy_eligible": False,
    "refund_status": None,
    "escalation_ticket": None,
    "audit_trail": []
}

def update_case_facts(facts: dict, tool_name: str, tool_result: dict) -> None:
    """Synchronizes backend tool execution facts into a structured audit record."""
    facts["audit_trail"].append({"tool": tool_name, "timestamp": "2026-07-13T10:00:00Z"})
    
    if tool_name == "verify_customer":
        facts["customer_id"] = tool_result.get("customer_id")
    elif tool_name == "lookup_order":
        facts["order_id"] = tool_result.get("order_id")
        facts["item_name"] = tool_result.get("item")
        facts["price"] = tool_result.get("price")
    elif tool_name == "investigate_duplicate_charges":
        facts["duplicate_charge_detected"] = tool_result.get("duplicate_found", False)
    elif tool_name == "check_policy":
        facts["policy_eligible"] = tool_result.get("eligible", False)
    elif tool_name == "escalate_to_human":
        facts["escalation_ticket"] = tool_result.get("ticket_id")

def process_refund(customer_id: str, order_id: str, amount: float, reason: str) -> dict:
    """Financial transaction execution with backend safety limit."""
    AUTO_REFUND_CEILING = 75.00  # Business safety threshold
    
    if amount > AUTO_REFUND_CEILING:
        return {
            "status": "blocked",
            "error_code": "REFUND_LIMIT_EXCEEDED",
            "message": f"Refund amount of ${amount:.2f} exceeds automatic approval ceiling of ${AUTO_REFUND_CEILING:.2f}.",
            "suggested_action": "Call escalate_to_human to create a priority supervisor review ticket."
        }
        
    return {
        "status": "success",
        "refund_id": "REF-78921",
        "amount_refunded": amount
    }

def escalate_to_human(customer_id: str, order_id: str, reason: str, case_summary: str) -> dict:
    """Creates a high-priority ticket in Zendesk/Jira for human supervisor review."""
    return {
        "status": "success",
        "ticket_id": "ESC-9942",
        "queue": "Tier-2 Financial Approvals",
        "assigned_sla_hours": 2,
        "message": "Case successfully escalated. A human supervisor has received the complete diagnostic audit trail."
    }

# Execution Trace
# 1. Agent calls verify_customer(session_token='sess_active_98')
#    -> customer_id = 'CUST-901'
# 2. Agent calls lookup_order(customer_id='CUST-901', order_id='ORD-77819')
#    -> item = 'Winter Parka', price = $149.00
# 3. Agent calls investigate_duplicate_charges(customer_id='CUST-901')
#    -> duplicate_found = True ($149 charged twice on July 11)
# 4. Agent calls check_policy(order_id='ORD-77819', return_reason='damaged')
#    -> eligible = True
# 5. Agent calls process_refund(amount=149.00)
#    -> Backend Safety Gate triggers: status='blocked', error_code='REFUND_LIMIT_EXCEEDED'
# 6. Agent calls escalate_to_human(order_id='ORD-77819', reason='Refund > $75 and duplicate charge audit')
#    -> ticket_id = 'ESC-9942'
# 7. Agent generates final customer reply!
#
# --- Execution Output ---
# 🤖 Step 1: Gemini requested verify_customer(session_token='sess_active_98')
#    -> {customer_id: 'CUST-901', status: 'VALID'}
# 🤖 Step 2: Gemini requested lookup_order(customer_id='CUST-901', order_id='ORD-77819')
#    -> {item: 'Winter Parka', price: 149.00, delivered: 'Yesterday'}
# 🤖 Step 3: Gemini requested investigate_duplicate_charges(customer_id='CUST-901')
#    -> {duplicate_found: True, charge_id: 'CH-221'}
# 🤖 Step 4: Gemini requested check_policy(order_id='ORD-77819', return_reason='damaged')
#    -> {eligible: True}
# 🤖 Step 5: Gemini requested process_refund(amount=149.00)
#    -> Status: BLOCKED (error_code='REFUND_LIMIT_EXCEEDED', ceiling=$75.00)
# 🤖 Step 6: Gemini requested escalate_to_human(order_id='ORD-77819', reason='Refund > $75 + duplicate charge audit')
#    -> {ticket_id: 'ESC-9942', queue: 'Tier-2 Financial Approvals', sla: '2 hours'}
# 🤖 Step 7: Agent generates final customer reply!
#
# --- Final Customer Response ---
# Hello, I have reviewed your order (ORD-77819) for the blue jacket ($149.00).
#
# Because the refund amount exceeds our automated threshold of $75, I have escalated
# your claim to our Senior Finance Team (Escalation ID: ESC-9942). A supervisor will
# manually approve the refund and follow up with you within 2 hours.
#
# Regarding the duplicate charge, our records confirm the second $149 charge is a
# temporary authorization hold that will drop off your statement automatically.

Dear Alex,

Thank you for contacting ModernWear support. I have completed a full review of your account and order ORD-77819:

1. Damaged Item: I confirmed your delivery of the Blue Winter Parka yesterday. Because it arrived damaged, it is fully eligible for a complete refund.
2. Duplicate Charge: I investigated your payment history and detected an duplicate charge of $149.00 on July 11.
3. Next Steps: Because the total refund amount ($149.00 + duplicate charge adjustment) exceeds our automated processing limit, I have escalated your file directly to our Tier-2 Financial Supervisors under Priority Ticket #ESC-9942.

A supervisor will finalize both transactions and confirm via email within 2 hours. We sincerely apologize for the inconvenience!