Policy Aware Customer Service Agent with Tool Use

A customer service agent that does not only answer but changes orders through tools - and follows the shop's policy while doing it. Built with the OpenAI Agents SDK on a local qwen2.5 3B model (Ollama, laptop with RTX 2050 4 GB): a triage agent authenticates the customer and hands off to orders, returns / exchanges and account specialists; policy checks P0-P5 run inside every tool call; input and output guardrails; every refund and account change waits for a human supervisor in an approval queue.

Category: Department of Computer Science and Engineering / Agent Development

Agent Development Project AG03 from ProTechSC Academy, with graphical abstract, video demonstration and project guidance.