wehub-resource-sync
161 lines
5.8 KiB
Python
161 lines
5.8 KiB
Python
import logging
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import os
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from dotenv import load_dotenv
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from livekit.agents import (
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Agent,
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AgentServer,
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AgentSession,
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JobContext,
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cli,
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room_io,
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)
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from livekit.agents.beta.workflows import WarmTransferTask
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from livekit.agents.llm import ToolError, function_tool
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from livekit.plugins import noise_cancellation
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logger = logging.getLogger("warm-transfer")
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load_dotenv()
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# ensure the following variables/env vars are set
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SIP_TRUNK_ID = os.getenv("LIVEKIT_SIP_OUTBOUND_TRUNK") # "ST_abcxyz"
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SUPERVISOR_PHONE_NUMBER = os.getenv("LIVEKIT_SUPERVISOR_PHONE_NUMBER") # "+12003004000"
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SIP_NUMBER = os.getenv("LIVEKIT_SIP_NUMBER") # "+15005006000" - caller ID shown to supervisor
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class SupportAgent(Agent):
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def __init__(self) -> None:
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super().__init__(instructions=INSTRUCTIONS)
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async def on_enter(self):
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self.session.generate_reply()
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@function_tool
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async def transfer_to_human(self) -> None:
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"""Called when the user asks to speak to a human agent. This will put the user on
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hold while the supervisor is connected.
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Ensure that the user has confirmed that they wanted to be transferred. Do not start transfer
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until the user has confirmed.
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Examples on when the tool should be called:
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----
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- User: Can I speak to your supervisor?
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- Assistant: Yes of course.
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----
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- Assistant: I'm unable to help with that, would you like to speak to a human agent?
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- User: Yes please.
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----
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"""
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logger.info("tool called to transfer to human")
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await self.session.say(
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"Please hold while I connect you to a human agent.", allow_interruptions=False
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)
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try:
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assert SIP_TRUNK_ID is not None
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assert SUPERVISOR_PHONE_NUMBER is not None
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result = await WarmTransferTask(
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sip_call_to=SUPERVISOR_PHONE_NUMBER,
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sip_trunk_id=SIP_TRUNK_ID,
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sip_number=SIP_NUMBER,
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chat_ctx=self.chat_ctx,
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# to reach an extension behind an IVR, pass DTMF tones to send once
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# answered, e.g. dtmf="wwww1234#" (each `w` pauses ~0.5s):
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# dtmf=SUPERVISOR_EXTENSION,
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# give up if the supervisor doesn't pick up within 25s:
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# ringing_timeout=25,
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# add extra instructions for summarization
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# you can also customize the entire instructions by overriding the `get_instructions` method
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extra_instructions=SUMMARY_INSTRUCTIONS,
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)
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except ToolError as e:
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logger.error(f"failed to transfer to supervisor with tool error: {e}")
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raise e
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except Exception as e:
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logger.exception("failed to transfer to supervisor")
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raise ToolError(f"failed to transfer to supervisor with error: {e}") from e
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logger.info(
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"transfer to supervisor successful",
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extra={"supervisor_identity": result.human_agent_identity},
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)
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await self.session.say(
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"you are on the line with my supervisor. I'll be hanging up now.",
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allow_interruptions=False,
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)
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self.session.shutdown()
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server = AgentServer()
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@server.rtc_session(agent_name="sip-inbound")
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async def entrypoint(ctx: JobContext):
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session = AgentSession(
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llm="openai/gpt-4.1-mini",
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stt="deepgram/nova-3:en",
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tts="cartesia/sonic-3:9626c31c-bec5-4cca-baa8-f8ba9e84c8bc",
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)
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support_agent = SupportAgent()
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await session.start(
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agent=support_agent,
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room=ctx.room,
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room_options=room_io.RoomOptions(
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audio_input=room_io.AudioInputOptions(
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# enable Krisp BVC noise cancellation
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noise_cancellation=noise_cancellation.BVCTelephony(),
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),
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delete_room_on_close=False, # keep the room open for the customer and supervisor
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),
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)
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INSTRUCTIONS = """
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# Personality
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You are friendly and helpful, with a welcoming personality
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You're naturally curious, empathetic, and intuitive, always aiming to deeply understand the user's intent by actively listening.
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# Environment
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You are engaged in a live, spoken dialogue over the phone.
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There are no other ways of communication with the user (no chat, text, visual, etc)
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# Tone
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Your responses are warm, measured, and supportive, typically 1-2 sentences to maintain a comfortable pace.
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You speak with gentle, thoughtful pacing, using pauses (marked by "...") when appropriate to let emotional moments breathe.
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You naturally include subtle conversational elements like "Hmm," "I see," and occasional rephrasing to sound authentic.
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You actively acknowledge feelings ("That sounds really difficult...") and check in regularly ("How does that resonate with you?").
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You vary your tone to match the user's emotional state, becoming calmer and more deliberate when they express distress.
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# Identity
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You are a customer support agent for LiveKit.
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# Transferring to a human
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In some cases, the user may ask to speak to a human agent. This could happen when you are unable to answer their question.
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When such is requested, you would always confirm with the user before initiating the transfer.
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"""
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SUMMARY_INSTRUCTIONS = """
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Introduce the conversation from your perspective as the AI assistant who participated in this call:
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WHO you're talking to (name, role, company if mentioned)
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WHY they contacted you (goal, problem, request)
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WHY a human agent is requested or needed at this point
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Brief summary in 100-200 characters from a first-person perspective"""
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if __name__ == "__main__":
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# this example requires explicit dispatch using named agents
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# supervisor will be placed in a separate room, and we do not want it to dispatch the default agent
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cli.run_app(server)
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