使用交接构建客户支持

import { StateSchema } from "@langchain/langgraph";
import { z } from "zod";

// Define the possible workflow steps
const SupportStepSchema = z.enum(["warranty_collector", "issue_classifier", "resolution_specialist"]);
const WarrantyStatusSchema = z.enum(["in_warranty", "out_of_warranty"]);
const IssueTypeSchema = z.enum(["hardware", "software"]);

// State for customer support workflow
const SupportState = new StateSchema({
  currentStep: SupportStepSchema.optional(),
  warrantyStatus: WarrantyStatusSchema.optional(),
  issueType: IssueTypeSchema.optional(),
});

import { z } from "zod";
import { tool, ToolMessage, type ToolRuntime } from "langchain";
import { Command } from "@langchain/langgraph";

const recordWarrantyStatus = tool(
  async (input, config: ToolRuntime<typeof SupportState.State>) => {
    return new Command({
      update: {
        messages: [
          new ToolMessage({
            content: `Warranty status recorded as: ${input.status}`,
            tool_call_id: config.toolCallId,
          }),
        ],
        warrantyStatus: input.status,
        currentStep: "issue_classifier",
      },
    });
  },
  {
    name: "record_warranty_status",
    description:
      "Record the customer's warranty status and transition to issue classification.",
    schema: z.object({
      status: WarrantyStatusSchema,
    }),
  }
);

const recordIssueType = tool(
  async (input, config: ToolRuntime<typeof SupportState.State>) => {
    return new Command({
      update: {
        messages: [
          new ToolMessage({
            content: `Issue type recorded as: ${input.issueType}`,
            tool_call_id: config.toolCallId,
          }),
        ],
        issueType: input.issueType,
        currentStep: "resolution_specialist",
      },
    });
  },
  {
    name: "record_issue_type",
    description:
      "Record the type of issue and transition to resolution specialist.",
    schema: z.object({
      issueType: IssueTypeSchema,
    }),
  }
);

const escalateToHuman = tool(
  async (input) => {
    // In a real system, this would create a ticket, notify staff, etc.
    return `Escalating to human support. Reason: ${input.reason}`;
  },
  {
    name: "escalate_to_human",
    description: "Escalate the case to a human support specialist.",
    schema: z.object({
      reason: z.string(),
    }),
  }
);

const provideSolution = tool(
  async (input) => {
    return `Solution provided: ${input.solution}`;
  },
  {
    name: "provide_solution",
    description: "Provide a solution to the customer's issue.",
    schema: z.object({
      solution: z.string(),
    }),
  }
);

// Step configuration: maps step name to (prompt, tools, required_state)
const STEP_CONFIG = {
  warranty_collector: {
    prompt: WARRANTY_COLLECTOR_PROMPT,
    tools: [recordWarrantyStatus],
    requires: [],
  },
  issue_classifier: {
    prompt: ISSUE_CLASSIFIER_PROMPT,
    tools: [recordIssueType],
    requires: ["warrantyStatus"],
  },
  resolution_specialist: {
    prompt: RESOLUTION_SPECIALIST_PROMPT,
    tools: [provideSolution, escalateToHuman],
    requires: ["warrantyStatus", "issueType"],
  },
} as const;

import { createMiddleware } from "langchain";

const applyStepMiddleware = createMiddleware({
  name: "applyStep",
  stateSchema: SupportState,
  wrapModelCall: async (request, handler) => {
    // Get current step (defaults to warranty_collector for first interaction)
    const currentStep = request.state.currentStep ?? "warranty_collector";

    // Look up step configuration
    const stepConfig = STEP_CONFIG[currentStep];

    // Validate required state exists
    for (const key of stepConfig.requires) {
      if (request.state[key] === undefined) {
        throw new Error(`${key} must be set before reaching ${currentStep}`);
      }
    }

    // Format prompt with state values (supports {warrantyStatus}, {issueType}, etc.)
    let systemPrompt: string = stepConfig.prompt;
    for (const [key, value] of Object.entries(request.state)) {
      systemPrompt = systemPrompt.replace(`{${key}}`, String(value ?? ""));
    }

    // Inject system prompt and step-specific tools
    return handler({
      ...request,
      systemPrompt,
      tools: [...stepConfig.tools],
    });
  },
});

import { createAgent } from "langchain";
import { MemorySaver } from "@langchain/langgraph";
import { ChatOpenAI } from "@langchain/openai";

// Collect all tools from all step configurations
const allTools = [
  recordWarrantyStatus,
  recordIssueType,
  provideSolution,
  escalateToHuman,
];

// Initialize the model
const model = new ChatOpenAI({
  model: "gpt-4.1-mini",
  temperature: 0.7,
});

// Create the agent with step-based configuration
const agent = createAgent({
  model,
  tools: allTools,
  stateSchema: SupportState,
  middleware: [applyStepMiddleware],
  checkpointer: new MemorySaver(),
});

import { HumanMessage } from "@langchain/core/messages";
import { v7 as uuid7 } from "uuid";

// Configuration for this conversation thread
const threadId = uuid7();
const config = { configurable: { thread_id: threadId } };

// Turn 1: Initial message - starts with warranty_collector step
console.log("=== Turn 1: Warranty Collection ===");
let result = await agent.invoke(
  { messages: [new HumanMessage("Hi, my phone screen is cracked")] },
  config
);
for (const msg of result.messages) {
  console.log(msg.content);
}

// Turn 2: User responds about warranty
console.log("\n=== Turn 2: Warranty Response ===");
result = await agent.invoke(
  { messages: [new HumanMessage("Yes, it's still under warranty")] },
  config
);
for (const msg of result.messages) {
  console.log(msg.content);
}
console.log(`Current step: ${result.currentStep}`);

// Turn 3: User describes the issue
console.log("\n=== Turn 3: Issue Description ===");
result = await agent.invoke(
  { messages: [new HumanMessage("The screen is physically cracked from dropping it")] },
  config
);
for (const msg of result.messages) {
  console.log(msg.content);
}
console.log(`Current step: ${result.currentStep}`);

// Turn 4: Resolution
console.log("\n=== Turn 4: Resolution ===");
result = await agent.invoke(
  { messages: [new HumanMessage("What should I do?")] },
  config
);
for (const msg of result.messages) {
  console.log(msg.content);
}

{
  messages: [new HumanMessage("Hi, my phone screen is cracked")],
  currentStep: "warranty_collector"  // Default value
}

new Command({
  update: {
    warrantyStatus: "in_warranty",
    currentStep: "issue_classifier"  // State transition!
  }
})

new Command({
  update: {
    issueType: "hardware",
    currentStep: "resolution_specialist"  // State transition!
  }
})

import { createAgent, SummarizationMiddleware } from "langchain";
import { MemorySaver } from "@langchain/langgraph";

const agent = createAgent({
  model,
  tools: allTools,
  stateSchema: SupportState,
  middleware: [
    applyStepMiddleware,
    new SummarizationMiddleware({
      model: "gpt-4.1-mini",
      trigger: { tokens: 4000 },
      keep: { messages: 10 },
    }),
  ],
  checkpointer: new MemorySaver(),
});

import { tool } from "langchain";
import { Command } from "@langchain/langgraph";
import { z } from "zod";

const goBackToWarranty = tool(  
  async () => {
    return new Command({ update: { currentStep: "warranty_collector" } });
  },
  {
    name: "go_back_to_warranty",
    description: "Go back to warranty verification step.",
    schema: z.object({}),
  }
);

const goBackToClassification = tool(  
  async () => {
    return new Command({ update: { currentStep: "issue_classifier" } });
  },
  {
    name: "go_back_to_classification",
    description: "Go back to issue classification step.",
    schema: z.object({}),
  }
);

// Update the resolution_specialist configuration to include these tools
STEP_CONFIG.resolution_specialist.tools.push(
  goBackToWarranty,
  goBackToClassification
);

const RESOLUTION_SPECIALIST_PROMPT = `You are a customer support agent helping with device issues.

CURRENT STAGE: Resolution
CUSTOMER INFO: Warranty status is {warrantyStatus}, issue type is {issueType}

At this step, you need to:
1. For SOFTWARE issues: provide troubleshooting steps using provide_solution
2. For HARDWARE issues:
   - If IN WARRANTY: explain warranty repair process using provide_solution
   - If OUT OF WARRANTY: escalate_to_human for paid repair options

If the customer indicates any information was wrong, use:
- go_back_to_warranty to correct warranty status
- go_back_to_classification to correct issue type

Be specific and helpful in your solutions.`;

const result = await agent.invoke(
  { messages: [new HumanMessage("Actually, I made a mistake - my device is out of warranty")] },
  config
);
// Agent will call go_back_to_warranty and restart the warranty verification step