By the end of this blog you will learn how to build a structured, modular conversational AI system using a multi-agent architecture with Azure AI Agent Service and OpenAI Agent SDK. You'll understand how to set up specialized agents—such as Triage, FAQ, Account Management, and Live Agent—to efficiently handle diverse customer interactions by delegating tasks based on user input.
In the rapidly evolving landscape of artificial intelligence (AI), the development of systems that can autonomously interact, learn, and make decisions has become a focal point. A pivotal aspect of t...
Thanks for sharing this. Did you just simulate a hand-off scenario or this live agent will actually wait for the inputs to be given by the human?
For example, if the conversation is handed off to the live agent then the agent will wait for human to answer it first and then move forward? I am struggling to run that scenario.
Hi arafattehsin, thanks for going through the tutorial. Yes, in this demo, the live agent is just another LLM for simulation purposes, but feel free to use a tool to connect to a live chat agent. In this case, you have some code changes to bypass the Triage Agent and have direct routing between the user and the live human agent.
Are you asking about Azure Monitor and Log Analytics? Log Analytics is a service within Azure Monitor. Its a bit like the relationship of Office to Word, Excel etc... Monitor is the brand, and Log Analytics is one of the solutions.
Log Analytics and Application Insights have been consolidated into Azure Monitor to provide a single integrated experience for monitoring Azure resources and hybrid environments. Documentation for each of these services has been consolidated into a single set of content for Azure Monitor.
February 2019 - Log Analytics terminology
After the consolidation of different services under Azure Monitor, we're taking the next step by modifying terminology in our documentation to better describe the Azure Monitor service and its different components.
Log Analytics
Azure Monitor log data is still stored in a Log Analytics workspace and is still collected and analyzed by the same Log Analytics service, but we are changing the termLog Analyticsin many places toAzure Monitor logs. This term better reflects its role in Azure Monitor and provides better consistency withmetrics in Azure Monitor.
The termlog analyticsnow primarily applies to the page in the Azure portal used to write and run queries and analyze log data. It's the functional equivalent ofmetrics explorer, which is the page in the Azure portal used to analyze metric data.
CliveWatson Thanks so much for taking time to answer my question
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a multimodal, multi-agent system using Azure AI Agent Service and OpenAI Agent 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In the rapidly evolving landscape of artificial intelligence (AI), the development of systems that can autonomously interact, learn, and make decisions has become a focal point. A pivotal aspect of t...","body@stringLength":"34385","rawBody":"
In the rapidly evolving landscape of artificial intelligence (AI), the development of systems that can autonomously interact, learn, and make decisions has become a focal point. A pivotal aspect of this advancement is the architecture of these systems, specifically the distinction between single-agent and multi-agent frameworks.
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Single-Agent Systems
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A single-agent system consists of one autonomous entity operating within an environment to achieve specific goals. This agent perceives its surroundings, processes information, and acts accordingly, all in isolation. For example, a standalone chatbot designed to handle customer inquiries functions as a single-agent system, managing interactions without collaborating with other agents.
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Multi-Agent Systems
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In contrast, a multi-agent system (MAS) comprises multiple autonomous agents that interact within a shared environment. These agents can collaborate, negotiate, or even compete to achieve individual or collective objectives. For instance, in a smart manufacturing setup, various robots (agents) might work together on an assembly line, each performing distinct tasks but coordinating to optimize the overall production process.
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Distinctions Between Single-Agent and Multi-Agent Architectures
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Interaction Dynamics: Single-agent systems operate independently without the need for communication protocols. In contrast, MAS require sophisticated mechanisms for agents to interact effectively, ensuring coordination and conflict resolution.
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Complexity and Scalability: While single-agent systems are generally simpler to design and implement, they may struggle with complex or large-scale problems. MAS offer scalability by distributing tasks among agents, enhancing the system’s ability to handle intricate challenges.
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Robustness and Fault Tolerance: The decentralized nature of MAS contributes to greater resilience. If one agent fails, others can adapt or take over its functions, maintaining overall system performance. Single-agent systems lack this redundancy, making them more vulnerable to failures.
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Context of This Guide
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This guide focuses on setting up a Telco Customer Service use case using OpenAI’s Agent SDK within a multi-agent architecture. By leveraging Microsoft’s Azure AI Agent Service and integrating Azure AI Search, we aim to create a system where specialized agents collaborate to provide efficient and accurate responses to user inquiries. This approach not only showcases the practical application of MAS but also highlights the benefits of combining advanced AI tools to enhance the user experience.
\nBy the end of this tutorial you should be able to run this demo.\n
Prerequisites
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Before setting up your multi-agent system, ensure you have the following:
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Azure Subscription: An active Azure account is essential to access Azure AI services. If you don’t have one, you can create a free account.
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Azure AI Foundry Access: Access to Azure AI Foundry is necessary for creating AI hubs and projects.
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Azure AI Search Resource: Set up an Azure AI Search resource to enable the agent to retrieve relevant information efficiently.
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Development Environment: Set up a suitable environment for development, which includes:\n
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Azure CLI: Install the Azure Command-Line Interface to manage Azure resources from your terminal. Ensure it’s updated to the latest version.
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Azure AI Foundry SDK: For creating and managing AI agents.
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OpenAI Agent SDK: Install the OpenAI Agent SDK to facilitate the development of agentic applications.
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Code Editor: Such as Visual Studio Code, for writing and editing your deployment scripts.
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Setting Up Azure AI Agent Service
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Follow this blog to set up an AI Hub in Azure AI Foundry, deploy a GPT-4o model, and create your AI agent with specific instructions and tools.
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Add the Azure AI Search tool by following this guide. Ensure you have a sample knowledge reference PDF document uploaded to the blob storage for indexing.
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\n\n
Setting Up Multimodal, Multi-Agent System
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This code implements a conversational AI application using Azure OpenAI and Chainlit. It defines multiple specialized agents to handle user interactions, each with distinct responsibilities:
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Setup your local development environment:
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Follow the steps below from cloning the repository to running the chainlit application.
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You can find the “Project connection string” inside your project “Overview” section in AI Foundry.
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Still in AI Foundry, “Agent ID” can be found inside your “Agents” section.
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Azure OpenAI credentials can be found under \"Models + endpoints\"
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\n# Your AI Foundry Project connection string, found in the Foundry Project Overview page\nAIPROJECT_CONNECTION_STRING=\"<your-foundry-project-region>.api.azureml.ms;<your-subscription-id>;<your-resource-group>;<your-foundry-project>\"\nFAQ_AGENT_ID=<agent-id>\n\n# Azure OpenAI Configuration\nAZURE_OPENAI_API_KEY=your_azure_openai_api_key\nAZURE_OPENAI_API_VERSION=2024-02-15-preview\nAZURE_OPENAI_ENDPOINT=https://your-resource-name.openai.azure.com\nAZURE_OPENAI_DEPLOYMENT_NAME=gpt-4o\n\n
\n1. git clone -b Multi-AI-Agent-OpenAI-Agent-SDK https://github.com/robrita/tech-blogs\n\n2. copy sample.env to .env and update\n\n3. python -m venv venv\n\n4. .\\venv\\Scripts\\activate\n\n5. python -m pip install -r requirements.txt\n\n6. chainlit run app.py\n
Main Components:
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Agents:
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Triage Agent: Routes user requests to the appropriate specialized agent based on the user’s query.
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FAQ Agent: Answers frequently asked questions by using an external FAQ lookup tool which is basically our Azure AI Agent Service.
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Account Management Agent: Handles user account updates, such as changing usernames, uploading ID images, and updating birth dates.
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Live Agent: Simulates a human customer service representative named Sarah, handling complex issues or explicit requests for human assistance.
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\nfaq_agent = Agent[TelcoAgentContext](\n name=\"FAQ Agent\",\n handoff_description=\"A helpful agent that can answer questions about Telco Digital.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an FAQ agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Identify the last question asked by the customer.\n 2. Use the faq lookup tool to answer the question. Do not rely on your own knowledge.\n 3. If you cannot answer the question, transfer back to the triage agent.\"\"\",\n tools=[faq_lookup_tool],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\naccount_management_agent = Agent[TelcoAgentContext](\n name=\"Account Management Agent\",\n handoff_description=\"A helpful agent that can update customer user name.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an account management agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Ask for their new user name, an image of their government ID or passport to be uploaded, and their birth date.\n # Very Important Notes\n - If the customer asks a question that is not related to the routine, transfer back to the triage agent.\n - Never respond to the user with any PII data such as password, ID number, etc.\"\"\",\n tools=[update_user_name],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nlive_agent = Agent[TelcoAgentContext](\n name=\"Live Agent\",\n handoff_description=\"A live human agent that can handle complex issues or when a user specifically requests human assistance.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are a human customer service representative named Sarah. Act as if you are a real person, not an AI.\n Use a conversational, friendly tone and occasionally add small human touches to your responses.\n \n You should handle:\n 1. Complex issues that other agents couldn't resolve\n 2. Situations where a user has asked the same question multiple times\n 3. When a user explicitly asks to speak with a human agent\n 4. Technical errors or issues within the application\n \n # Human touches you can incorporate:\n - Mention taking notes: \"Let me note that down for you\"\n - Reference checking systems: \"Let me check our system for that information\"\n - Personalize responses: \"I understand how frustrating that can be\"\n - Occasionally mention your \"team\" or \"colleagues\"\n \n If the customer's issue is resolved or is actually simple enough for the automated system to handle,\n you can transfer them back to the triage agent.\"\"\",\n tools=[],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\ntriage_agent = Agent[TelcoAgentContext](\n name=\"Triage Agent\",\n handoff_description=\"A triage agent that can delegate a customer's request to the appropriate agent.\",\n instructions=(\n f\"{RECOMMENDED_PROMPT_PREFIX} \"\n \"You are a helpful triaging agent. You can use your tools to delegate questions to other appropriate agents.\"\n \"Use the response from other agents to answer the question. Do not rely on your own knowledge.\"\n \"Other than greetings, do not answer any questions yourself.\"\n \"If a user explicitly asks for a human agent or live support, transfer them to the Live Agent.\"\n \"If a user is asking the same question more than two times, transfer them to the Live Agent.\"\n \"# Very Important Notes\"\n \"- Never respond to the user with any PII data such as password, ID number, etc.\"\n ),\n handoffs=[\n handoff(agent=account_management_agent, on_handoff=on_account_management_handoff),\n faq_agent,\n live_agent,\n ],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\n
Tools:
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faq_lookup_tool: Queries an external FAQ system to answer user questions.
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\n@function_tool(\n name_override=\"faq_lookup_tool\", description_override=\"Lookup frequently asked questions.\"\n)\nasync def faq_lookup_tool(question: str) -> str:\n print(f\"User Question: {question}\")\n start_time = cl.user_session.get(\"start_time\")\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - faq_lookup_tool\")\n is_first_token = None\n\n try:\n # create thread for the agent\n thread_id = cl.user_session.get(\"new_threads\").get(FAQ_AGENT_ID)\n print(f\"thread ID: {thread_id}\")\n\n # Create a message, with the prompt being the message content that is sent to the model\n project_client.agents.create_message(\n thread_id=thread_id,\n role=\"user\",\n content=question,\n )\n\n async with cl.Step(name=\"faq-agent\") as step:\n step.input = question\n\n # Run the agent to process tne message in the thread\n with project_client.agents.create_stream(thread_id=thread_id, agent_id=FAQ_AGENT_ID) as stream:\n for event_type, event_data, _ in stream:\n if isinstance(event_data, MessageDeltaChunk):\n # Stream the message delta chunk\n await step.stream_token(event_data.text)\n if not is_first_token:\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - {event_data.text}\")\n is_first_token = True\n\n elif isinstance(event_data, ThreadRun):\n if event_data.status == \"failed\":\n print(f\"Run failed. Error: {event_data.last_error}\")\n raise Exception(event_data.last_error)\n\n elif event_type == AgentStreamEvent.ERROR:\n print(f\"An error occurred. Data: {event_data}\")\n raise Exception(event_data)\n\n # Get all messages from the thread\n messages = project_client.agents.list_messages(thread_id)\n # Get the last message from the agent\n last_msg = messages.get_last_text_message_by_role(MessageRole.AGENT)\n if not last_msg:\n raise Exception(\"No response from the model.\")\n\n # Delete the thread later after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n delete_threads.append(thread_id)\n cl.user_session.set(\"delete_threads\", delete_threads)\n\n # print(f\"Last message: {last_msg.text.value}\")\n return last_msg.text.value\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n return \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n\n
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update_user_name: Updates user account information based on provided details.
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\n@function_tool\nasync def update_user_name(\n context: RunContextWrapper[TelcoAgentContext], user_name: str, image_path: str, birth_date: str,\n) -> str:\n \"\"\"\n Update the customer user name using government ID or passport image and birth date.\n\n Args:\n user_name: The new customer user name.\n image_path: image file path of government ID or passport.\n birth_date: The customer birth date.\n \"\"\"\n # Update the context\n context.context.user_name = user_name\n context.context.image_path = image_path\n context.context.birth_date = birth_date\n print(f\"Context context: {context.context}\")\n\n # Ensure that the user ID has been set by the incoming handoff\n assert context.context.user_id is not None, \"User ID is required\"\n return f\"Updated user name to {user_name}. ID image saved successfully.\"\n\n
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Session Management: Uses Chainlit’s user_session to store and manage session-specific data, such as the current agent, input history, context, and thread IDs.
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Thread Management: Creates and deletes conversation threads using Azure AI Project Client to manage isolated conversations for each agent interaction.
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Streaming Responses: Streams responses from Azure OpenAI models to the user interface in real-time, providing immediate feedback (“thinking…”) and incremental updates.
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Error Handling: Implements robust error handling to gracefully inform users of issues during processing.
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Chainlit Integration: Uses Chainlit decorators (@cl.on_chat_start, .on_message) to handle chat initialization and incoming messages.
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Full code for reference:
\nfrom __future__ import annotations as _annotations\nimport os\nimport time\nimport logging\nimport asyncio\nimport random\nimport chainlit as cl\n\nfrom pydantic import BaseModel\nfrom dotenv import load_dotenv\nfrom azure.ai.projects import AIProjectClient\nfrom azure.identity import DefaultAzureCredential\nfrom openai.types.responses import ResponseTextDeltaEvent\nfrom openai import AsyncAzureOpenAI\nfrom azure.ai.projects.models import (\n AgentStreamEvent,\n MessageDeltaChunk,\n MessageRole,\n ThreadRun,\n)\nfrom agents import (\n Agent,\n RunContextWrapper,\n Runner,\n TResponseInputItem,\n function_tool,\n handoff,\n OpenAIChatCompletionsModel,\n set_tracing_disabled,\n set_default_openai_client,\n set_default_openai_api\n)\nfrom agents.extensions.handoff_prompt import RECOMMENDED_PROMPT_PREFIX\n\nload_dotenv()\n# Disable verbose connection logs\nlogger = logging.getLogger(\"azure.core.pipeline.policies.http_logging_policy\")\nlogger.setLevel(logging.WARNING)\nset_tracing_disabled(True)\n\nAIPROJECT_CONNECTION_STRING = os.getenv(\"AIPROJECT_CONNECTION_STRING\")\nDEPLOYMENT_NAME = os.getenv(\"AZURE_OPENAI_DEPLOYMENT_NAME\")\nFAQ_AGENT_ID = os.getenv(\"FAQ_AGENT_ID\")\n\nazure_client = AsyncAzureOpenAI(\n api_version=os.getenv(\"AZURE_OPENAI_API_VERSION\"),\n azure_endpoint=os.getenv(\"AZURE_OPENAI_ENDPOINT\"),\n api_key=os.getenv(\"MY_OPENAI_API_KEY\"),\n)\n\nset_default_openai_client(azure_client, use_for_tracing=False)\nset_default_openai_api(\"chat_completions\")\n\nproject_client = AIProjectClient.from_connection_string(\n conn_str=AIPROJECT_CONNECTION_STRING, credential=DefaultAzureCredential()\n)\n\n\nclass TelcoAgentContext(BaseModel):\n user_name: str | None = None\n image_path: str | None = None\n birth_date: str | None = None\n user_id: str | None = None\n\n\n### TOOLS\n\n\n@function_tool(\n name_override=\"faq_lookup_tool\", description_override=\"Lookup frequently asked questions.\"\n)\nasync def faq_lookup_tool(question: str) -> str:\n print(f\"User Question: {question}\")\n start_time = cl.user_session.get(\"start_time\")\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - faq_lookup_tool\")\n is_first_token = None\n\n try:\n # create thread for the agent\n thread_id = cl.user_session.get(\"new_threads\").get(FAQ_AGENT_ID)\n print(f\"thread ID: {thread_id}\")\n\n # Create a message, with the prompt being the message content that is sent to the model\n project_client.agents.create_message(\n thread_id=thread_id,\n role=\"user\",\n content=question,\n )\n\n async with cl.Step(name=\"faq-agent\") as step:\n step.input = question\n\n # Run the agent to process tne message in the thread\n with project_client.agents.create_stream(thread_id=thread_id, agent_id=FAQ_AGENT_ID) as stream:\n for event_type, event_data, _ in stream:\n if isinstance(event_data, MessageDeltaChunk):\n # Stream the message delta chunk\n await step.stream_token(event_data.text)\n if not is_first_token:\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - {event_data.text}\")\n is_first_token = True\n\n elif isinstance(event_data, ThreadRun):\n if event_data.status == \"failed\":\n print(f\"Run failed. Error: {event_data.last_error}\")\n raise Exception(event_data.last_error)\n\n elif event_type == AgentStreamEvent.ERROR:\n print(f\"An error occurred. Data: {event_data}\")\n raise Exception(event_data)\n\n # Get all messages from the thread\n messages = project_client.agents.list_messages(thread_id)\n # Get the last message from the agent\n last_msg = messages.get_last_text_message_by_role(MessageRole.AGENT)\n if not last_msg:\n raise Exception(\"No response from the model.\")\n\n # Delete the thread later after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n delete_threads.append(thread_id)\n cl.user_session.set(\"delete_threads\", delete_threads)\n\n # print(f\"Last message: {last_msg.text.value}\")\n return last_msg.text.value\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n return \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n\n\n@function_tool\nasync def update_user_name(\n context: RunContextWrapper[TelcoAgentContext], user_name: str, image_path: str, birth_date: str,\n) -> str:\n \"\"\"\n Update the customer user name using government ID or passport image and birth date.\n\n Args:\n user_name: The new customer user name.\n image_path: image file path of government ID or passport.\n birth_date: The customer birth date.\n \"\"\"\n # Update the context\n context.context.user_name = user_name\n context.context.image_path = image_path\n context.context.birth_date = birth_date\n print(f\"Context context: {context.context}\")\n\n # Ensure that the user ID has been set by the incoming handoff\n assert context.context.user_id is not None, \"User ID is required\"\n return f\"Updated user name to {user_name}. ID image saved successfully.\"\n\n\n### HOOKS\n\n\nasync def on_account_management_handoff(context: RunContextWrapper[TelcoAgentContext]) -> None:\n user_id = f\"ID-{random.randint(100, 999)}\"\n context.context.user_id = user_id\n\n\n### AGENTS\n\nfaq_agent = Agent[TelcoAgentContext](\n name=\"FAQ Agent\",\n handoff_description=\"A helpful agent that can answer questions about Telco Digital.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an FAQ agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Identify the last question asked by the customer.\n 2. Use the faq lookup tool to answer the question. Do not rely on your own knowledge.\n 3. If you cannot answer the question, transfer back to the triage agent.\"\"\",\n tools=[faq_lookup_tool],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\naccount_management_agent = Agent[TelcoAgentContext](\n name=\"Account Management Agent\",\n handoff_description=\"A helpful agent that can update customer user name.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an account management agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Ask for their new user name, an image of their government ID or passport to be uploaded, and their birth date.\n # Very Important Notes\n - If the customer asks a question that is not related to the routine, transfer back to the triage agent.\n - Never respond to the user with any PII data such as password, ID number, etc.\"\"\",\n tools=[update_user_name],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nlive_agent = Agent[TelcoAgentContext](\n name=\"Live Agent\",\n handoff_description=\"A live human agent that can handle complex issues or when a user specifically requests human assistance.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are a human customer service representative named Sarah. Act as if you are a real person, not an AI.\n Use a conversational, friendly tone and occasionally add small human touches to your responses.\n \n You should handle:\n 1. Complex issues that other agents couldn't resolve\n 2. Situations where a user has asked the same question multiple times\n 3. When a user explicitly asks to speak with a human agent\n 4. Technical errors or issues within the application\n \n # Human touches you can incorporate:\n - Mention taking notes: \"Let me note that down for you\"\n - Reference checking systems: \"Let me check our system for that information\"\n - Personalize responses: \"I understand how frustrating that can be\"\n - Occasionally mention your \"team\" or \"colleagues\"\n \n If the customer's issue is resolved or is actually simple enough for the automated system to handle,\n you can transfer them back to the triage agent.\"\"\",\n tools=[],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\ntriage_agent = Agent[TelcoAgentContext](\n name=\"Triage Agent\",\n handoff_description=\"A triage agent that can delegate a customer's request to the appropriate agent.\",\n instructions=(\n f\"{RECOMMENDED_PROMPT_PREFIX} \"\n \"You are a helpful triaging agent. You can use your tools to delegate questions to other appropriate agents.\"\n \"Use the response from other agents to answer the question. Do not rely on your own knowledge.\"\n \"Other than greetings, do not answer any questions yourself.\"\n \"If a user explicitly asks for a human agent or live support, transfer them to the Live Agent.\"\n \"If a user is asking the same question more than two times, transfer them to the Live Agent.\"\n \"# Very Important Notes\"\n \"- Never respond to the user with any PII data such as password, ID number, etc.\"\n ),\n handoffs=[\n handoff(agent=account_management_agent, on_handoff=on_account_management_handoff),\n faq_agent,\n live_agent,\n ],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nfaq_agent.handoffs.append(triage_agent)\naccount_management_agent.handoffs.append(triage_agent)\nlive_agent.handoffs.append(triage_agent)\n\n\nasync def main(user_input: str) -> None:\n current_agent = cl.user_session.get(\"current_agent\")\n input_items = cl.user_session.get(\"input_items\")\n context = cl.user_session.get(\"context\")\n print(f\"Received message: {user_input}\")\n\n # Show thinking message to user\n msg = await cl.Message(f\"thinking...\", author=\"agent\").send()\n msg_final = cl.Message(\"\", author=\"agent\")\n\n # Set an empty list for delete_threads in the user session\n cl.user_session.set(\"delete_threads\", [])\n is_thinking = True\n\n try:\n input_items.append({\"content\": user_input, \"role\": \"user\"})\n # Run the agent with streaming\n result = Runner.run_streamed(current_agent, input_items, context=context)\n last_agent = \"\"\n\n # Stream the response\n async for event in result.stream_events():\n # Get the last agent name\n if event.type == \"agent_updated_stream_event\":\n if is_thinking:\n last_agent = event.new_agent.name\n msg.content = f\"[{last_agent}] thinking...\"\n await msg.send()\n # Get the message delta chunk\n elif event.type == \"raw_response_event\" and isinstance(event.data, ResponseTextDeltaEvent):\n if is_thinking:\n is_thinking = False\n await msg.remove()\n msg_final.content = f\"[{last_agent}] \"\n await msg_final.send()\n\n await msg_final.stream_token(event.data.delta)\n\n # Update the current agent and input items in the user session\n cl.user_session.set(\"current_agent\", result.last_agent)\n cl.user_session.set(\"input_items\", result.to_input_list())\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n msg_final.content = \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n\n # show the last response in the UI\n await msg_final.update()\n\n # Delete threads after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n for thread_id in delete_threads:\n try:\n project_client.agents.delete_thread(thread_id)\n print(f\"Deleted thread: {thread_id}\")\n except Exception as e:\n print(f\"Error deleting thread {thread_id}: {e}\")\n\n # Create new thread for the next message\n new_threads = cl.user_session.get(\"new_threads\") or {}\n\n for key in new_threads:\n if new_threads[key] in delete_threads:\n thread = project_client.agents.create_thread()\n new_threads[key] = thread.id\n print(f\"Created new thread: {thread.id}\")\n\n # Update new threads in the user session\n cl.user_session.set(\"new_threads\", new_threads)\n\n\n# Chainlit setup\n@cl.on_chat_start\nasync def on_chat_start():\n # Initialize user session\n current_agent: Agent[TelcoAgentContext] = triage_agent\n input_items: list[TResponseInputItem] = []\n\n cl.user_session.set(\"current_agent\", current_agent)\n cl.user_session.set(\"input_items\", input_items)\n cl.user_session.set(\"context\", TelcoAgentContext())\n\n # Create a thread for the agent\n thread = project_client.agents.create_thread()\n cl.user_session.set(\"new_threads\", {\n FAQ_AGENT_ID: thread.id,\n })\n\n\n@cl.on_message\nasync def on_message(message: cl.Message):\n cl.user_session.set(\"start_time\", time.time())\n user_input = message.content\n\n for element in message.elements:\n # check if the element is an image\n if element.mime.startswith(\"image/\"):\n user_input += f\"\\n[uploaded image] {element.path}\"\n print(f\"Received file: {element.path}\")\n\n asyncio.run(main(user_input))\n\nif __name__ == \"__main__\":\n # Chainlit will automatically run the application\n pass\n
Workflow: When a user sends a message:
\n
\n
The Triage Agent initially handles the request.
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Based on the user’s input, the Triage Agent delegates the request to the appropriate specialized agent (FAQ, Account Management, or Live Agent).
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The selected agent processes the request using its defined tools and instructions.
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Responses are streamed back to the user interface.
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After processing, temporary conversation threads are cleaned up, and new threads are created for subsequent interactions.
\n
\n
Technologies Used:
\n
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Azure OpenAI: For generating conversational responses.
\n
Azure AI Project Client: For managing agent threads and messages.
\n
OpenAI Agents SDK: For orchestrating multiple agents.
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Chainlit: For building interactive conversational UI.
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Pydantic: For structured data modeling.
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Asyncio: For asynchronous operations and streaming responses.
\n
\n
In summary, multi-agent system provides a structured, modular conversational AI system designed to handle customer interactions efficiently, delegate tasks to specialized agents, manage user sessions, and integrate seamlessly with Azure’s AI services.
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In the rapidly evolving landscape of artificial intelligence (AI), the development of systems that can autonomously interact, learn, and make decisions has become a focal point. A pivotal aspect of this advancement is the architecture of these systems, specifically the distinction between single-agent and multi-agent frameworks.
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Single-Agent Systems
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A single-agent system consists of one autonomous entity operating within an environment to achieve specific goals. This agent perceives its surroundings, processes information, and acts accordingly, all in isolation. For example, a standalone chatbot designed to handle customer inquiries functions as a single-agent system, managing interactions without collaborating with other agents.
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Multi-Agent Systems
\n
In contrast, a multi-agent system (MAS) comprises multiple autonomous agents that interact within a shared environment. These agents can collaborate, negotiate, or even compete to achieve individual or collective objectives. For instance, in a smart manufacturing setup, various robots (agents) might work together on an assembly line, each performing distinct tasks but coordinating to optimize the overall production process.
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Distinctions Between Single-Agent and Multi-Agent Architectures
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Interaction Dynamics: Single-agent systems operate independently without the need for communication protocols. In contrast, MAS require sophisticated mechanisms for agents to interact effectively, ensuring coordination and conflict resolution.
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Complexity and Scalability: While single-agent systems are generally simpler to design and implement, they may struggle with complex or large-scale problems. MAS offer scalability by distributing tasks among agents, enhancing the system’s ability to handle intricate challenges.
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Robustness and Fault Tolerance: The decentralized nature of MAS contributes to greater resilience. If one agent fails, others can adapt or take over its functions, maintaining overall system performance. Single-agent systems lack this redundancy, making them more vulnerable to failures.
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\n
Context of This Guide
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This guide focuses on setting up a Telco Customer Service use case using OpenAI’s Agent SDK within a multi-agent architecture. By leveraging Microsoft’s Azure AI Agent Service and integrating Azure AI Search, we aim to create a system where specialized agents collaborate to provide efficient and accurate responses to user inquiries. This approach not only showcases the practical application of MAS but also highlights the benefits of combining advanced AI tools to enhance the user experience.
\nBy the end of this tutorial you should be able to run this demo.\n
Prerequisites
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Before setting up your multi-agent system, ensure you have the following:
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Azure Subscription: An active Azure account is essential to access Azure AI services. If you don’t have one, you can create a free account.
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Azure AI Foundry Access: Access to Azure AI Foundry is necessary for creating AI hubs and projects.
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Azure AI Search Resource: Set up an Azure AI Search resource to enable the agent to retrieve relevant information efficiently.
\n
Development Environment: Set up a suitable environment for development, which includes:\n
\n
Azure CLI: Install the Azure Command-Line Interface to manage Azure resources from your terminal. Ensure it’s updated to the latest version.
\n
Azure AI Foundry SDK: For creating and managing AI agents.
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OpenAI Agent SDK: Install the OpenAI Agent SDK to facilitate the development of agentic applications.
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Code Editor: Such as Visual Studio Code, for writing and editing your deployment scripts.
\n
\n
\n
\n
Setting Up Azure AI Agent Service
\n
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Follow this blog to set up an AI Hub in Azure AI Foundry, deploy a GPT-4o model, and create your AI agent with specific instructions and tools.
\n
Add the Azure AI Search tool by following this guide. Ensure you have a sample knowledge reference PDF document uploaded to the blob storage for indexing.
\n
\n\n
Setting Up Multimodal, Multi-Agent System
\n
This code implements a conversational AI application using Azure OpenAI and Chainlit. It defines multiple specialized agents to handle user interactions, each with distinct responsibilities:
\n
Setup your local development environment:
\n
\n
Follow the steps below from cloning the repository to running the chainlit application.
\n
You can find the “Project connection string” inside your project “Overview” section in AI Foundry.
\n
Still in AI Foundry, “Agent ID” can be found inside your “Agents” section.
\n
Azure OpenAI credentials can be found under \"Models + endpoints\"
\n
\n
# Your AI Foundry Project connection string, found in the Foundry Project Overview page\nAIPROJECT_CONNECTION_STRING=\"<your-foundry-project-region>.api.azureml.ms;<your-subscription-id>;<your-resource-group>;<your-foundry-project>\"\nFAQ_AGENT_ID=<agent-id>\n\n# Azure OpenAI Configuration\nAZURE_OPENAI_API_KEY=your_azure_openai_api_key\nAZURE_OPENAI_API_VERSION=2024-02-15-preview\nAZURE_OPENAI_ENDPOINT=https://your-resource-name.openai.azure.com\nAZURE_OPENAI_DEPLOYMENT_NAME=gpt-4o\n
\n
\n
1. git clone -b Multi-AI-Agent-OpenAI-Agent-SDK https://github.com/robrita/tech-blogs\n\n2. copy sample.env to .env and update\n\n3. python -m venv venv\n\n4. .\\venv\\Scripts\\activate\n\n5. python -m pip install -r requirements.txt\n\n6. chainlit run app.py
\n
Main Components:
\n
Agents:
\n
\n
Triage Agent: Routes user requests to the appropriate specialized agent based on the user’s query.
\n
FAQ Agent: Answers frequently asked questions by using an external FAQ lookup tool which is basically our Azure AI Agent Service.
\n
Account Management Agent: Handles user account updates, such as changing usernames, uploading ID images, and updating birth dates.
\n
Live Agent: Simulates a human customer service representative named Sarah, handling complex issues or explicit requests for human assistance.
\n
\n
faq_agent = Agent[TelcoAgentContext](\n name=\"FAQ Agent\",\n handoff_description=\"A helpful agent that can answer questions about Telco Digital.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an FAQ agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Identify the last question asked by the customer.\n 2. Use the faq lookup tool to answer the question. Do not rely on your own knowledge.\n 3. If you cannot answer the question, transfer back to the triage agent.\"\"\",\n tools=[faq_lookup_tool],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\naccount_management_agent = Agent[TelcoAgentContext](\n name=\"Account Management Agent\",\n handoff_description=\"A helpful agent that can update customer user name.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an account management agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Ask for their new user name, an image of their government ID or passport to be uploaded, and their birth date.\n # Very Important Notes\n - If the customer asks a question that is not related to the routine, transfer back to the triage agent.\n - Never respond to the user with any PII data such as password, ID number, etc.\"\"\",\n tools=[update_user_name],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nlive_agent = Agent[TelcoAgentContext](\n name=\"Live Agent\",\n handoff_description=\"A live human agent that can handle complex issues or when a user specifically requests human assistance.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are a human customer service representative named Sarah. Act as if you are a real person, not an AI.\n Use a conversational, friendly tone and occasionally add small human touches to your responses.\n \n You should handle:\n 1. Complex issues that other agents couldn't resolve\n 2. Situations where a user has asked the same question multiple times\n 3. When a user explicitly asks to speak with a human agent\n 4. Technical errors or issues within the application\n \n # Human touches you can incorporate:\n - Mention taking notes: \"Let me note that down for you\"\n - Reference checking systems: \"Let me check our system for that information\"\n - Personalize responses: \"I understand how frustrating that can be\"\n - Occasionally mention your \"team\" or \"colleagues\"\n \n If the customer's issue is resolved or is actually simple enough for the automated system to handle,\n you can transfer them back to the triage agent.\"\"\",\n tools=[],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\ntriage_agent = Agent[TelcoAgentContext](\n name=\"Triage Agent\",\n handoff_description=\"A triage agent that can delegate a customer's request to the appropriate agent.\",\n instructions=(\n f\"{RECOMMENDED_PROMPT_PREFIX} \"\n \"You are a helpful triaging agent. You can use your tools to delegate questions to other appropriate agents.\"\n \"Use the response from other agents to answer the question. Do not rely on your own knowledge.\"\n \"Other than greetings, do not answer any questions yourself.\"\n \"If a user explicitly asks for a human agent or live support, transfer them to the Live Agent.\"\n \"If a user is asking the same question more than two times, transfer them to the Live Agent.\"\n \"# Very Important Notes\"\n \"- Never respond to the user with any PII data such as password, ID number, etc.\"\n ),\n handoffs=[\n handoff(agent=account_management_agent, on_handoff=on_account_management_handoff),\n faq_agent,\n live_agent,\n ],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n
\n
Tools:
\n
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faq_lookup_tool: Queries an external FAQ system to answer user questions.
\n
\n
@function_tool(\n name_override=\"faq_lookup_tool\", description_override=\"Lookup frequently asked questions.\"\n)\nasync def faq_lookup_tool(question: str) -> str:\n print(f\"User Question: {question}\")\n start_time = cl.user_session.get(\"start_time\")\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - faq_lookup_tool\")\n is_first_token = None\n\n try:\n # create thread for the agent\n thread_id = cl.user_session.get(\"new_threads\").get(FAQ_AGENT_ID)\n print(f\"thread ID: {thread_id}\")\n\n # Create a message, with the prompt being the message content that is sent to the model\n project_client.agents.create_message(\n thread_id=thread_id,\n role=\"user\",\n content=question,\n )\n\n async with cl.Step(name=\"faq-agent\") as step:\n step.input = question\n\n # Run the agent to process tne message in the thread\n with project_client.agents.create_stream(thread_id=thread_id, agent_id=FAQ_AGENT_ID) as stream:\n for event_type, event_data, _ in stream:\n if isinstance(event_data, MessageDeltaChunk):\n # Stream the message delta chunk\n await step.stream_token(event_data.text)\n if not is_first_token:\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - {event_data.text}\")\n is_first_token = True\n\n elif isinstance(event_data, ThreadRun):\n if event_data.status == \"failed\":\n print(f\"Run failed. Error: {event_data.last_error}\")\n raise Exception(event_data.last_error)\n\n elif event_type == AgentStreamEvent.ERROR:\n print(f\"An error occurred. Data: {event_data}\")\n raise Exception(event_data)\n\n # Get all messages from the thread\n messages = project_client.agents.list_messages(thread_id)\n # Get the last message from the agent\n last_msg = messages.get_last_text_message_by_role(MessageRole.AGENT)\n if not last_msg:\n raise Exception(\"No response from the model.\")\n\n # Delete the thread later after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n delete_threads.append(thread_id)\n cl.user_session.set(\"delete_threads\", delete_threads)\n\n # print(f\"Last message: {last_msg.text.value}\")\n return last_msg.text.value\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n return \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n
\n
\n
update_user_name: Updates user account information based on provided details.
\n
\n
@function_tool\nasync def update_user_name(\n context: RunContextWrapper[TelcoAgentContext], user_name: str, image_path: str, birth_date: str,\n) -> str:\n \"\"\"\n Update the customer user name using government ID or passport image and birth date.\n\n Args:\n user_name: The new customer user name.\n image_path: image file path of government ID or passport.\n birth_date: The customer birth date.\n \"\"\"\n # Update the context\n context.context.user_name = user_name\n context.context.image_path = image_path\n context.context.birth_date = birth_date\n print(f\"Context context: {context.context}\")\n\n # Ensure that the user ID has been set by the incoming handoff\n assert context.context.user_id is not None, \"User ID is required\"\n return f\"Updated user name to {user_name}. ID image saved successfully.\"\n
\n
\n
Session Management: Uses Chainlit’s user_session to store and manage session-specific data, such as the current agent, input history, context, and thread IDs.
\n
Thread Management: Creates and deletes conversation threads using Azure AI Project Client to manage isolated conversations for each agent interaction.
\n
Streaming Responses: Streams responses from Azure OpenAI models to the user interface in real-time, providing immediate feedback (“thinking…”) and incremental updates.
\n
Error Handling: Implements robust error handling to gracefully inform users of issues during processing.
\n
Chainlit Integration: Uses Chainlit decorators (@cl.on_chat_start, cl.on_message) to handle chat initialization and incoming messages.
\n
\n
Full code for reference:
\n
from __future__ import annotations as _annotations\nimport os\nimport time\nimport logging\nimport asyncio\nimport random\nimport chainlit as cl\n\nfrom pydantic import BaseModel\nfrom dotenv import load_dotenv\nfrom azure.ai.projects import AIProjectClient\nfrom azure.identity import DefaultAzureCredential\nfrom openai.types.responses import ResponseTextDeltaEvent\nfrom openai import AsyncAzureOpenAI\nfrom azure.ai.projects.models import (\n AgentStreamEvent,\n MessageDeltaChunk,\n MessageRole,\n ThreadRun,\n)\nfrom agents import (\n Agent,\n RunContextWrapper,\n Runner,\n TResponseInputItem,\n function_tool,\n handoff,\n OpenAIChatCompletionsModel,\n set_tracing_disabled,\n set_default_openai_client,\n set_default_openai_api\n)\nfrom agents.extensions.handoff_prompt import RECOMMENDED_PROMPT_PREFIX\n\nload_dotenv()\n# Disable verbose connection logs\nlogger = logging.getLogger(\"azure.core.pipeline.policies.http_logging_policy\")\nlogger.setLevel(logging.WARNING)\nset_tracing_disabled(True)\n\nAIPROJECT_CONNECTION_STRING = os.getenv(\"AIPROJECT_CONNECTION_STRING\")\nDEPLOYMENT_NAME = os.getenv(\"AZURE_OPENAI_DEPLOYMENT_NAME\")\nFAQ_AGENT_ID = os.getenv(\"FAQ_AGENT_ID\")\n\nazure_client = AsyncAzureOpenAI(\n api_version=os.getenv(\"AZURE_OPENAI_API_VERSION\"),\n azure_endpoint=os.getenv(\"AZURE_OPENAI_ENDPOINT\"),\n api_key=os.getenv(\"MY_OPENAI_API_KEY\"),\n)\n\nset_default_openai_client(azure_client, use_for_tracing=False)\nset_default_openai_api(\"chat_completions\")\n\nproject_client = AIProjectClient.from_connection_string(\n conn_str=AIPROJECT_CONNECTION_STRING, credential=DefaultAzureCredential()\n)\n\n\nclass TelcoAgentContext(BaseModel):\n user_name: str | None = None\n image_path: str | None = None\n birth_date: str | None = None\n user_id: str | None = None\n\n\n### TOOLS\n\n\n@function_tool(\n name_override=\"faq_lookup_tool\", description_override=\"Lookup frequently asked questions.\"\n)\nasync def faq_lookup_tool(question: str) -> str:\n print(f\"User Question: {question}\")\n start_time = cl.user_session.get(\"start_time\")\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - faq_lookup_tool\")\n is_first_token = None\n\n try:\n # create thread for the agent\n thread_id = cl.user_session.get(\"new_threads\").get(FAQ_AGENT_ID)\n print(f\"thread ID: {thread_id}\")\n\n # Create a message, with the prompt being the message content that is sent to the model\n project_client.agents.create_message(\n thread_id=thread_id,\n role=\"user\",\n content=question,\n )\n\n async with cl.Step(name=\"faq-agent\") as step:\n step.input = question\n\n # Run the agent to process tne message in the thread\n with project_client.agents.create_stream(thread_id=thread_id, agent_id=FAQ_AGENT_ID) as stream:\n for event_type, event_data, _ in stream:\n if isinstance(event_data, MessageDeltaChunk):\n # Stream the message delta chunk\n await step.stream_token(event_data.text)\n if not is_first_token:\n print(f\"Elapsed time: {(time.time() - start_time):.2f} seconds - {event_data.text}\")\n is_first_token = True\n\n elif isinstance(event_data, ThreadRun):\n if event_data.status == \"failed\":\n print(f\"Run failed. Error: {event_data.last_error}\")\n raise Exception(event_data.last_error)\n\n elif event_type == AgentStreamEvent.ERROR:\n print(f\"An error occurred. Data: {event_data}\")\n raise Exception(event_data)\n\n # Get all messages from the thread\n messages = project_client.agents.list_messages(thread_id)\n # Get the last message from the agent\n last_msg = messages.get_last_text_message_by_role(MessageRole.AGENT)\n if not last_msg:\n raise Exception(\"No response from the model.\")\n\n # Delete the thread later after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n delete_threads.append(thread_id)\n cl.user_session.set(\"delete_threads\", delete_threads)\n\n # print(f\"Last message: {last_msg.text.value}\")\n return last_msg.text.value\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n return \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n\n\n@function_tool\nasync def update_user_name(\n context: RunContextWrapper[TelcoAgentContext], user_name: str, image_path: str, birth_date: str,\n) -> str:\n \"\"\"\n Update the customer user name using government ID or passport image and birth date.\n\n Args:\n user_name: The new customer user name.\n image_path: image file path of government ID or passport.\n birth_date: The customer birth date.\n \"\"\"\n # Update the context\n context.context.user_name = user_name\n context.context.image_path = image_path\n context.context.birth_date = birth_date\n print(f\"Context context: {context.context}\")\n\n # Ensure that the user ID has been set by the incoming handoff\n assert context.context.user_id is not None, \"User ID is required\"\n return f\"Updated user name to {user_name}. ID image saved successfully.\"\n\n\n### HOOKS\n\n\nasync def on_account_management_handoff(context: RunContextWrapper[TelcoAgentContext]) -> None:\n user_id = f\"ID-{random.randint(100, 999)}\"\n context.context.user_id = user_id\n\n\n### AGENTS\n\nfaq_agent = Agent[TelcoAgentContext](\n name=\"FAQ Agent\",\n handoff_description=\"A helpful agent that can answer questions about Telco Digital.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an FAQ agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Identify the last question asked by the customer.\n 2. Use the faq lookup tool to answer the question. Do not rely on your own knowledge.\n 3. If you cannot answer the question, transfer back to the triage agent.\"\"\",\n tools=[faq_lookup_tool],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\naccount_management_agent = Agent[TelcoAgentContext](\n name=\"Account Management Agent\",\n handoff_description=\"A helpful agent that can update customer user name.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are an account management agent. If you are speaking to a customer, you probably were transferred to from the triage agent.\n Use the following routine to support the customer.\n # Routine\n 1. Ask for their new user name, an image of their government ID or passport to be uploaded, and their birth date.\n # Very Important Notes\n - If the customer asks a question that is not related to the routine, transfer back to the triage agent.\n - Never respond to the user with any PII data such as password, ID number, etc.\"\"\",\n tools=[update_user_name],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nlive_agent = Agent[TelcoAgentContext](\n name=\"Live Agent\",\n handoff_description=\"A live human agent that can handle complex issues or when a user specifically requests human assistance.\",\n instructions=f\"\"\"{RECOMMENDED_PROMPT_PREFIX}\n You are a human customer service representative named Sarah. Act as if you are a real person, not an AI.\n Use a conversational, friendly tone and occasionally add small human touches to your responses.\n \n You should handle:\n 1. Complex issues that other agents couldn't resolve\n 2. Situations where a user has asked the same question multiple times\n 3. When a user explicitly asks to speak with a human agent\n 4. Technical errors or issues within the application\n \n # Human touches you can incorporate:\n - Mention taking notes: \"Let me note that down for you\"\n - Reference checking systems: \"Let me check our system for that information\"\n - Personalize responses: \"I understand how frustrating that can be\"\n - Occasionally mention your \"team\" or \"colleagues\"\n \n If the customer's issue is resolved or is actually simple enough for the automated system to handle,\n you can transfer them back to the triage agent.\"\"\",\n tools=[],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\ntriage_agent = Agent[TelcoAgentContext](\n name=\"Triage Agent\",\n handoff_description=\"A triage agent that can delegate a customer's request to the appropriate agent.\",\n instructions=(\n f\"{RECOMMENDED_PROMPT_PREFIX} \"\n \"You are a helpful triaging agent. You can use your tools to delegate questions to other appropriate agents.\"\n \"Use the response from other agents to answer the question. Do not rely on your own knowledge.\"\n \"Other than greetings, do not answer any questions yourself.\"\n \"If a user explicitly asks for a human agent or live support, transfer them to the Live Agent.\"\n \"If a user is asking the same question more than two times, transfer them to the Live Agent.\"\n \"# Very Important Notes\"\n \"- Never respond to the user with any PII data such as password, ID number, etc.\"\n ),\n handoffs=[\n handoff(agent=account_management_agent, on_handoff=on_account_management_handoff),\n faq_agent,\n live_agent,\n ],\n model=OpenAIChatCompletionsModel(\n model=DEPLOYMENT_NAME,\n openai_client=azure_client,\n ),\n)\n\nfaq_agent.handoffs.append(triage_agent)\naccount_management_agent.handoffs.append(triage_agent)\nlive_agent.handoffs.append(triage_agent)\n\n\nasync def main(user_input: str) -> None:\n current_agent = cl.user_session.get(\"current_agent\")\n input_items = cl.user_session.get(\"input_items\")\n context = cl.user_session.get(\"context\")\n print(f\"Received message: {user_input}\")\n\n # Show thinking message to user\n msg = await cl.Message(f\"thinking...\", author=\"agent\").send()\n msg_final = cl.Message(\"\", author=\"agent\")\n\n # Set an empty list for delete_threads in the user session\n cl.user_session.set(\"delete_threads\", [])\n is_thinking = True\n\n try:\n input_items.append({\"content\": user_input, \"role\": \"user\"})\n # Run the agent with streaming\n result = Runner.run_streamed(current_agent, input_items, context=context)\n last_agent = \"\"\n\n # Stream the response\n async for event in result.stream_events():\n # Get the last agent name\n if event.type == \"agent_updated_stream_event\":\n if is_thinking:\n last_agent = event.new_agent.name\n msg.content = f\"[{last_agent}] thinking...\"\n await msg.send()\n # Get the message delta chunk\n elif event.type == \"raw_response_event\" and isinstance(event.data, ResponseTextDeltaEvent):\n if is_thinking:\n is_thinking = False\n await msg.remove()\n msg_final.content = f\"[{last_agent}] \"\n await msg_final.send()\n\n await msg_final.stream_token(event.data.delta)\n\n # Update the current agent and input items in the user session\n cl.user_session.set(\"current_agent\", result.last_agent)\n cl.user_session.set(\"input_items\", result.to_input_list())\n\n except Exception as e:\n logger.error(f\"Error: {e}\")\n msg_final.content = \"I'm sorry, I encountered an error while processing your request. Please try again.\"\n\n # show the last response in the UI\n await msg_final.update()\n\n # Delete threads after processing\n delete_threads = cl.user_session.get(\"delete_threads\") or []\n for thread_id in delete_threads:\n try:\n project_client.agents.delete_thread(thread_id)\n print(f\"Deleted thread: {thread_id}\")\n except Exception as e:\n print(f\"Error deleting thread {thread_id}: {e}\")\n\n # Create new thread for the next message\n new_threads = cl.user_session.get(\"new_threads\") or {}\n\n for key in new_threads:\n if new_threads[key] in delete_threads:\n thread = project_client.agents.create_thread()\n new_threads[key] = thread.id\n print(f\"Created new thread: {thread.id}\")\n\n # Update new threads in the user session\n cl.user_session.set(\"new_threads\", new_threads)\n\n\n# Chainlit setup\n@cl.on_chat_start\nasync def on_chat_start():\n # Initialize user session\n current_agent: Agent[TelcoAgentContext] = triage_agent\n input_items: list[TResponseInputItem] = []\n\n cl.user_session.set(\"current_agent\", current_agent)\n cl.user_session.set(\"input_items\", input_items)\n cl.user_session.set(\"context\", TelcoAgentContext())\n\n # Create a thread for the agent\n thread = project_client.agents.create_thread()\n cl.user_session.set(\"new_threads\", {\n FAQ_AGENT_ID: thread.id,\n })\n\n\n@cl.on_message\nasync def on_message(message: cl.Message):\n cl.user_session.set(\"start_time\", time.time())\n user_input = message.content\n\n for element in message.elements:\n # check if the element is an image\n if element.mime.startswith(\"image/\"):\n user_input += f\"\\n[uploaded image] {element.path}\"\n print(f\"Received file: {element.path}\")\n\n asyncio.run(main(user_input))\n\nif __name__ == \"__main__\":\n # Chainlit will automatically run the application\n pass
\n
Workflow: When a user sends a message:
\n
\n
The Triage Agent initially handles the request.
\n
Based on the user’s input, the Triage Agent delegates the request to the appropriate specialized agent (FAQ, Account Management, or Live Agent).
\n
The selected agent processes the request using its defined tools and instructions.
\n
Responses are streamed back to the user interface.
\n
After processing, temporary conversation threads are cleaned up, and new threads are created for subsequent interactions.
\n
\n
Technologies Used:
\n
\n
Azure OpenAI: For generating conversational responses.
\n
Azure AI Project Client: For managing agent threads and messages.
\n
OpenAI Agents SDK: For orchestrating multiple agents.
\n
Chainlit: For building interactive conversational UI.
\n
Pydantic: For structured data modeling.
\n
Asyncio: For asynchronous operations and streaming responses.
\n
\n
In summary, multi-agent system provides a structured, modular conversational AI system designed to handle customer interactions efficiently, delegate tasks to specialized agents, manage user sessions, and integrate seamlessly with Azure’s AI services.
"},"Conversation:conversation:4396267":{"__typename":"Conversation","id":"conversation:4396267","solved":false,"topic":{"__ref":"BlogTopicMessage:message:4396267"},"lastPostingActivityTime":"2025-04-20T18:34:10.464-07:00","lastPostTime":"2025-04-20T18:34:10.464-07:00","unreadReplyCount":5,"isSubscribed":false},"ModerationData:moderation_data:4396267":{"__typename":"ModerationData","id":"moderation_data:4396267","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LThsbmd1Sw?revision=3\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LThsbmd1Sw?revision=3","title":"agent-sdk-ai-agents2.gif","associationType":"COVER","width":853,"height":480,"altText":""},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LUtHdG9SRQ?revision=3\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LUtHdG9SRQ?revision=3","title":"sample-demo.png","associationType":"BODY","width":1008,"height":912,"altText":""},"AssociatedImage:{\"url\":\"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LWlZdm1KaA?revision=3\"}":{"__typename":"AssociatedImage","url":"https://techcommunity.microsoft.com/t5/s/gxcuf89792/images/bS00Mzk2MjY3LWlZdm1KaA?revision=3","title":"knowledge-tools.png","associationType":"BODY","width":2149,"height":1207,"altText":""},"Revision:revision:4396267_3":{"__typename":"Revision","id":"revision:4396267_3","lastEditTime":"2025-03-23T05:25:07.252-07:00"},"BlogReplyMessage:message:4396358":{"__typename":"BlogReplyMessage","id":"message:4396358","conversation":{"__ref":"Conversation:conversation:4396267"},"author":{"__ref":"User:user:2618628"},"revisionNum":1,"uid":4396358,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Blog:board:Azure-AI-Services-blog"},"subject":"Re: Building a multimodal, multi-agent system using Azure AI Agent Service and OpenAI Agent SDK","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:4396358"},"parent":{"__ref":"BlogReplyMessage:message:4396353"},"body":"
Hi arafattehsin, thanks for going through the tutorial. Yes, in this demo, the live agent is just another LLM for simulation purposes, but feel free to use a tool to connect to a live chat agent. In this case, you have some code changes to bypass the Triage Agent and have direct routing between the user and the live human agent.
","body@stringLength":"530","rawBody":"
Hi , thanks for going through the tutorial. Yes, in this demo, the live agent is just another LLM for simulation purposes, but feel free to use a tool to connect to a live chat agent. In this case, you have some code changes to bypass the Triage Agent and have direct routing between the user and the live human agent.
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Thanks for sharing this. Did you just simulate a hand-off scenario or this live agent will actually wait for the inputs to be given by the human?
For example, if the conversation is handed off to the live agent then the agent will wait for human to answer it first and then move forward? I am struggling to run that scenario.
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Thanks for sharing this. Did you just simulate a hand-off scenario or this live agent will actually wait for the inputs to be given by the human?
For example, if the conversation is handed off to the live agent then the agent will wait for human to answer it first and then move forward? I am struggling to run that scenario.
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Microsoft
