Intent Routing

from typing import List

from agno.agent import Agent
from agno.db.sqlite import SqliteDb
from agno.models.openai import OpenAIResponses
from agno.workflow.router import Router
from agno.workflow.step import Step
from agno.workflow.types import StepInput
from agno.workflow.workflow import Workflow

# Define specialized customer service agents
tech_support_agent = Agent(
    name="Technical Support Specialist",
    model=OpenAIResponses(id="gpt-5.2"),
    instructions=[
        "You are a technical support specialist with deep product knowledge.",
        "You have access to the full conversation history with this customer.",
        "Reference previous interactions to provide better help.",
        "Build on any troubleshooting steps already attempted.",
        "Be patient and provide step-by-step technical guidance.",
    ],
)

billing_agent = Agent(
    name="Billing & Account Specialist",
    model=OpenAIResponses(id="gpt-5.2"),
    instructions=[
        "You are a billing and account specialist.",
        "You have access to the full conversation history with this customer.",
        "Reference any account details or billing issues mentioned previously.",
        "Build on any payment or account information already discussed.",
        "Be helpful with billing questions, refunds, and account changes.",
    ],
)

general_support_agent = Agent(
    name="General Customer Support",
    model=OpenAIResponses(id="gpt-5.2"),
    instructions=[
        "You are a general customer support representative.",
        "You have access to the full conversation history with this customer.",
        "Handle general inquiries, product information, and basic support.",
        "Reference the conversation context - build on what was discussed.",
        "Be friendly and acknowledge their previous interactions.",
    ],
)


# Create steps with shared history
tech_support_step = Step(
    name="Technical Support",
    agent=tech_support_agent,
    add_workflow_history=True,
)

billing_support_step = Step(
    name="Billing Support",
    agent=billing_agent,
    add_workflow_history=True,
)

general_support_step = Step(
    name="General Support",
    agent=general_support_agent,
    add_workflow_history=True,
)


def simple_intent_router(step_input: StepInput) -> List[Step]:
    """
    Simple intent-based router with basic keyword detection.
    The focus is on shared history, not complex routing logic.
    """
    current_message = step_input.input or ""
    current_message_lower = current_message.lower()

    # Simple keyword matching for intent detection
    tech_keywords = [
        "api",
        "error",
        "bug",
        "technical",
        "login",
        "not working",
        "broken",
        "crash",
    ]
    billing_keywords = [
        "billing",
        "payment",
        "refund",
        "charge",
        "subscription",
        "invoice",
        "plan",
    ]

    # Simple routing logic
    if any(keyword in current_message_lower for keyword in tech_keywords):
        print("Routing to Technical Support")
        return [tech_support_step]
    elif any(keyword in current_message_lower for keyword in billing_keywords):
        print("Routing to Billing Support")
        return [billing_support_step]
    else:
        print("Routing to General Support")
        return [general_support_step]


def create_smart_customer_service_workflow():
    """Customer service workflow with simple routing and shared history"""

    return Workflow(
        name="Smart Customer Service",
        description="Simple routing to specialists with shared conversation history",
        db=SqliteDb(db_file="tmp/smart_customer_service.db"),
        steps=[
            Router(
                name="Customer Service Router",
                selector=simple_intent_router,
                choices=[tech_support_step, billing_support_step, general_support_step],
                description="Routes to appropriate specialist based on simple intent detection",
            )
        ],
        add_workflow_history_to_steps=True,  # Enable history for the workflow
    )


def demo_smart_customer_service_cli():
    """Demo the smart customer service workflow with CLI"""
    workflow = create_smart_customer_service_workflow()

    print("Smart Customer Service Demo")
    print("=" * 60)
    print("")
    print("This workflow demonstrates:")
    print("- Simple routing between Technical, Billing, and General support")
    print("- Shared conversation history across ALL agents")
    print("- Context continuity - agents remember your entire conversation")
    print("")
    print("TRY THESE CONVERSATIONS:")
    print("")
    print("TECHNICAL SUPPORT:")
    print("   - 'My API is not working'")
    print("   - 'I'm getting an error message'")
    print("   - 'There's a technical bug'")
    print("")
    print("BILLING SUPPORT:")
    print("   - 'I need help with billing'")
    print("   - 'Can I get a refund?'")
    print("   - 'My payment was charged twice'")
    print("")
    print("GENERAL SUPPORT:")
    print("   - 'Hello, I have a question'")
    print("   - 'What features do you offer?'")
    print("   - 'I need general help'")
    print("")
    print("Type 'exit' to quit")
    print("-" * 60)

    workflow.cli_app(
        session_id="smart_customer_service_demo",
        user="Customer",
        stream=True,
        show_step_details=True,
    )


if __name__ == "__main__":
    demo_smart_customer_service_cli()