Customer Service Voice Agent

The customer service example applies qwen-audio-agent to retail and airline support. The voice frontend handles conversation, identity verification, and lookups; it delegates business operations to a backend Agent over A2A. Frontend and backend use separate MCP surfaces over one business service, which validates eligibility, amounts, inventory, and approval.

Demo

The recording shows a voice-driven order cancellation: identity verification, order lookup, a refund preview, and submission only after the customer's explicit consent.

Core features

• Retail covers order lookup, cancellation, returns, and address changes; airline covers reservations, cancellation, flight and cabin changes, and more.
• Frontend MCP handles verification and read-only lookups. The backend Agent handles writes requiring approval; both surfaces share business state and rules.
• Writes produce a preview first and commit only after explicit consent. Decline, cancellation, and timeout do not apply the pending operation.
• The customer workspace shows calls and business state, the human desk receives handoff context, and an optional Policy console inspects and edits demo rules.

Architecture

Component	Responsibility and interface
client/	Customer workspace; captures and plays voice and speaks the Gateway Client Protocol.
gateway/	Voice frontend, verification and lookup tools, scenario assistant; delegates business tasks over A2A.
agent/	Backend Agent; runs multi-step operations and waits for or resumes customer approvals.
service/	Retail or airline state, rules, and separate frontend/backend MCP tool surfaces.
desk/, console/	Human handoff view and optional Policy console, outside the voice call's critical path.

Run the example

From the repository root, install dependencies and create examples/customer-service/.env.local using .env.example as a reference. Set at least DASHSCOPE_API_KEY with access to the required models. The backend Chat Completions and frontend Realtime APIs use separate endpoints.

npm install
npm run example:customer-service:install
npm run example:customer-service           # Retail
# Or: npm run example:customer-service:airline  # Airline

Open the retail workspace at http://127.0.0.1:4620 or the airline workspace at http://127.0.0.1:4720, and grant microphone access. Verify identity, look up an order or reservation, then decline or accept a cancellation or flight change to see that the business state changes only after explicit consent.

This is a local, single-call demo, not a production customer service system or a complete official τ-bench implementation. See the example README for complete setup, demo steps, limitations, and tests; the optional evaluation interface is documented in the Benchmark guide.