Uber — Customer Support

pip install maximem-synap maximem-synap-openai-agents openai-agents

# .env
SYNAP_API_KEY=...
SYNAP_SERVER_URL=<maximem-server>
OPENAI_API_KEY=...

# session_id → conversation_id mapping. Use Redis in production.
SESSIONS: dict[str, str] = {}

def conv_for(session_id: str) -> str:
    return SESSIONS.setdefault(session_id, str(uuid.uuid4()))

from agents import function_tool

@function_tool
async def get_recent_rides(rider_id: str, limit: int = 5) -> list[dict]:
    """Return the rider's most recent rides."""
    return await rides_api.recent(rider_id, limit)

@function_tool
async def request_refund(ride_id: str, reason: str) -> dict:
    """Initiate a refund for a specific ride. Returns refund_id and ETA."""
    return await refunds_api.create(ride_id, reason)

@function_tool
async def create_lost_item_report(rider_id: str, ride_id: str, description: str) -> dict:
    """Open a lost-item report tied to a specific ride."""
    return await lost_items_api.create(rider_id, ride_id, description)

@function_tool
async def escalate_to_human(rider_id: str, summary: str) -> dict:
    """Open a Tier-2 ticket and hand off the conversation."""
    return await tickets_api.open(rider_id, summary, tier=2)

import os, uuid, asyncio
from agents import Agent, FunctionTool, Runner
from maximem_synap import MaximemSynapSDK
from synap_openai_agents import create_search_tool, create_store_tool

sdk = MaximemSynapSDK()
await sdk.initialize()

SYSTEM = """You are an Uber rider support agent.

- Always check the rider's recent rides before suggesting actions.
- Use prior resolutions and the rider's communication preferences from memory.
- Escalate to a human if: the rider explicitly asks, the issue involves safety, or the disputed amount exceeds $50.
- Keep replies under 4 sentences. Be warm and outcome-focused."""

async def handle_message(rider_id: str, session_id: str, text: str) -> str:
    conv_id = conv_for(session_id)

    synap_search = create_search_tool(sdk=sdk, user_id=rider_id, customer_id="uber")
    synap_store  = create_store_tool(sdk=sdk, user_id=rider_id, customer_id="uber")

    agent = Agent(
        name="uber_rider_support",
        instructions=SYSTEM,
        tools=[
            FunctionTool(synap_search, name_override="synap_search"),
            FunctionTool(synap_store,  name_override="synap_store"),
            get_recent_rides,
            request_refund,
            create_lost_item_report,
            escalate_to_human,
        ],
    )

    result = await Runner.run(agent, input=text)
    reply = result.final_output

    # Persist the full turn so the next message has context.
    # Fire-and-forget — never blocks the response.
    asyncio.create_task(sdk.memories.create(
        document=f"Rider: {text}\nAgent: {reply}",
        document_type="ai-chat-conversation",
        user_id=rider_id,
        customer_id="uber",
        metadata={"conversation_id": conv_id, "channel": "in-app-chat"},
    ))
    return reply

docs = await sdk.memories.list(
    user_id="rider_42",
    customer_id="uber",
    limit=20,
)
for d in docs:
    print(d.document_type, "—", d.content[:120])