act-operator

### Standardized Act Template for Customer Support AI Agents

**Workflow Name:** Customer Support Automation
**Team Name:** Global Support Operations
**Task:** Handling refund requests for digital products
**Constraints:** 
- Maximum response time: 2 minutes
- Must verify purchase within 30 seconds
- Only authorized agents can process refunds
- Log all interactions in CRM

---

**Agent Roles:**
1. **Initial Triage Agent**
   - Tools: Purchase verification API, customer database lookup
   - Response Guidelines: 
     - Greet customer by name within 10 seconds
     - Confirm purchase details within 30 seconds
     - Route to appropriate agent based on issue type

2. **Refund Processing Agent**
   - Tools: Payment processor API, refund eligibility checker
   - Response Guidelines: 
     - Explain refund policy clearly
     - Process refund within 60 seconds if eligible
     - Escalate to supervisor for complex cases

3. **Follow-up Agent**
   - Tools: CRM update, satisfaction survey
   - Response Guidelines: 
     - Send follow-up email within 5 minutes
     - Include satisfaction survey link
     - Log resolution in CRM

**Validation Criteria:**
- All agents must use consistent terminology
- Response times must meet SLA requirements
- CRM updates must occur in real-time
- Escalation paths must be clearly defined

**LangChain Integration:**
```python
from langchain_core.agents import ActTemplate

refund_act = ActTemplate(
    name="Customer Support Refund Processing",
    agents=[triage_agent, refund_agent, followup_agent],
    tools=[purchase_verifier, refund_processor, crm_updater],
    constraints={"max_response_time": 120, "verification_timeout": 30}
)
```

This template ensures all customer support AI agents maintain consistent behavior across regions while meeting performance targets.