PRD: Billing Dispute Resolution Agent

Industry: telecom Use Case: customer_service Core Function: billing

Scenario Overview

Evaluate an agent's ability to handle a complex billing dispute involving data overages and multi-agent coordination.

Tasks

1. Identify Overcharge

The agent should look up the customer's recent data usage and identify the $40 overage charge. - Expected Outcome: Agent confirms the $40 overage in the conversation. - Tools: get_billing_history, get_usage_data

2. Verify Eligibility

Check the customer's loyalty status and determine if they are eligible for a one-time waiver. - Expected Outcome: Agent informs the customer they are eligible for a waiver. - Tools: get_customer_profile - Criteria: policy_compliance (threshold: 1.0)

3. Apply Waiver

Apply the $40 credit to the customer's account. - Expected Outcome: The account balance is reduced by $40. - Tools: apply_credit - Criteria: state_verification (path: billing:balance, value: 0)

Agent Topology

• billing_agent: writes to billing:*, reads from customer:*
• support_agent: reads from billing:balance

Policies

• apply_credit: {"max_limit": 500}
• get_billing_history: {"max_limit": 10}