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Model: praveenkrovvidi/rl-cas-trl-agent Source: Original Platform
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95
README.md
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README.md
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---
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license: apache-2.0
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language:
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- en
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base_model: Qwen/Qwen2.5-3B-Instruct
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pipeline_tag: text-generation
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tags:
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- reinforcement-learning
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- grpo
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- customer-service
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- tool-use
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- sft
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- qlora
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---
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# RL-CAS TRL Agent
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Fine-tuned **Qwen2.5-3B-Instruct** that selects enterprise tools to resolve customer service queries. Trained via **SFT + GRPO** on expert trajectories from an RL-trained SAC agent.
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> **Project:** [huggingface.co/spaces/praveenkrovvidi/rl-cas](https://huggingface.co/spaces/praveenkrovvidi/rl-cas)
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## Training Pipeline
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1. **SAC-Discrete** (Round 1) -- MLP [256,256] trained for 3,000 episodes on a 14-signal dense reward environment with 13 actions (7 API tools + 5 terminal + 1 meta)
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2. **SFT** (Round 2a) -- QLoRA fine-tuning on SAC expert trajectories (reward >= 5.0), 3 epochs, lr=2e-4
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3. **GRPO** (Round 2b) -- RL with live environment rewards, 482 steps, lr=5e-5, 4 completions/prompt
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## Model Details
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| | |
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|---|---|
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| **Base model** | Qwen/Qwen2.5-3B-Instruct |
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| **Architecture** | Qwen2ForCausalLM, 36 layers, 2048 hidden, GQA (16 heads / 2 KV) |
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| **Parameters** | 3B (fp16, 5.8 GB) |
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| **Context length** | 32,768 tokens |
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| **Fine-tuning** | QLoRA (rank=16, alpha=32, 4-bit NF4) merged to fp16 |
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| **Hardware** | NVIDIA A10G (24 GB VRAM) |
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## Input / Output
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**Input:** System prompt + user query describing a customer service issue.
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**Output:** JSON with chain-of-thought reasoning and action ID.
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```json
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{"reasoning": "Customer needs order status. I should look up their order first.", "action_id": 0}
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```
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### Action Space
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| ID | Action | Type |
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|----|--------|------|
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| 0 | `invoke_order_service` | tool |
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| 1 | `invoke_refund_service` | tool |
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| 2 | `invoke_customer_service` | tool |
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| 3 | `invoke_auth_service` | tool |
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| 4 | `invoke_logistics_service` | tool |
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| 5 | `invoke_inventory_service` | tool |
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| 6 | `invoke_knowledge_base` | tool |
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| 7 | `resolve_query` | terminal |
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| 8 | `request_customer_information` | terminal |
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| 9 | `route_to_billing_department` | terminal |
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| 10 | `route_to_technical_support` | terminal |
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| 11 | `escalate_to_human_agent` | terminal |
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| 12 | `consult_llm` | meta |
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## Benchmark (100 Queries, 8 Categories)
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| Agent | Avg Reward | Resolution | Avg Steps |
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|-------|-----------|-----------|----------|
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| GPT-4o-mini (zero-shot) | 19.43 | 100% | 2.5 |
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| SAC (MLP policy) | 19.36 | 100% | 3.0 |
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| Gemini-2.5-flash | 16.46 | 100% | 2.2 |
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| **This model (TRL)** | **15.58** | **97%** | **3.1** |
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## Intended Use
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Designed for the RL-CAS customer service environment. Selects tools from a fixed action space -- does **not** generate free-form customer responses.
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## Limitations
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- 97% resolution rate (struggles with `auth` and `refund` multi-tool sequences)
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- Requires the RL-CAS mock backend for tool execution
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- Trained on synthetic customer service data, not real customer interactions
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## Citation
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```bibtex
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@misc{rlcas2026,
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title={RL-CAS: Reinforcement Learning for Customer Service Agent},
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author={Praveen Krovvidi},
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year={2026},
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url={https://huggingface.co/praveenkrovvidi/rl-cas-trl-agent}
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}
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```
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chat_template.jinja
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{%- if tools %}
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{{- '<|im_start|>system\n' }}
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{%- if messages[0]['role'] == 'system' %}
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{{- messages[0]['content'] }}
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{%- else %}
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{{- 'You are Qwen, created by Alibaba Cloud. You are a helpful assistant.' }}
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{%- endif %}
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{{- "\n\n# Tools\n\nYou may call one or more functions to assist with the user query.\n\nYou are provided with function signatures within <tools></tools> XML tags:\n<tools>" }}
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{%- for tool in tools %}
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{{- "\n" }}
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{{- tool | tojson }}
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{%- endfor %}
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{{- "\n</tools>\n\nFor each function call, return a json object with function name and arguments within <tool_call></tool_call> XML tags:\n<tool_call>\n{\"name\": <function-name>, \"arguments\": <args-json-object>}\n</tool_call><|im_end|>\n" }}
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{%- else %}
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{%- if messages[0]['role'] == 'system' %}
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{{- '<|im_start|>system\n' + messages[0]['content'] + '<|im_end|>\n' }}
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{%- else %}
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{{- '<|im_start|>system\nYou are Qwen, created by Alibaba Cloud. You are a helpful assistant.<|im_end|>\n' }}
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{%- endif %}
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{%- endif %}
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{%- for message in messages %}
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{%- if (message.role == "user") or (message.role == "system" and not loop.first) or (message.role == "assistant" and not message.tool_calls) %}
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{{- '<|im_start|>' + message.role + '\n' + message.content + '<|im_end|>' + '\n' }}
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{%- elif message.role == "assistant" %}
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{{- '<|im_start|>' + message.role }}
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{%- if message.content %}
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{{- '\n' + message.content }}
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{%- endif %}
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{%- for tool_call in message.tool_calls %}
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{%- if tool_call.function is defined %}
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{%- set tool_call = tool_call.function %}
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{%- endif %}
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{{- tool_call.name }}
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{{- tool_call.arguments | tojson }}
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{{- '}\n</tool_call>' }}
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{%- endfor %}
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{{- '<|im_end|>\n' }}
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{%- elif message.role == "tool" %}
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{%- if (loop.index0 == 0) or (messages[loop.index0 - 1].role != "tool") %}
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{{- '<|im_start|>user' }}
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{%- endif %}
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{{- '\n<tool_response>\n' }}
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{{- message.content }}
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{{- '\n</tool_response>' }}
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{%- if loop.last or (messages[loop.index0 + 1].role != "tool") %}
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{{- '<|im_end|>\n' }}
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{%- endif %}
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{%- endif %}
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{%- endfor %}
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{%- if add_generation_prompt %}
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{{- '<|im_start|>assistant\n' }}
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{%- endif %}
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69
config.json
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config.json
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{
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"Qwen2ForCausalLM"
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}
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generation_config.json
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