OpenAI Launches Open-Source Multi-Agent Customer Service Demo Using Agents SDK
OpenAI has open-sourced a multi-agent customer service demo showcasing how to build specialized AI agents using the Agents SDK, featuring safety guardrails and a transparent conversational interface.
Open-Source Multi-Agent Customer Service Demo
OpenAI has released an open-source project on GitHub called openai-cs-agents-demo, which demonstrates how to build domain-specific AI agents using the Agents SDK. This demo simulates an airline customer service chatbot that can manage various travel-related inquiries by dynamically routing requests to specialized agents.
Architecture and Components
The system architecture consists of two main parts: a Python backend and a Next.js frontend. The backend handles agent orchestration using the Agents SDK, while the frontend provides a conversational chat interface along with a visual trace that displays agent handoffs and guardrail activations, offering transparency into the AI's decision-making process.
Specialized Agents
The demo includes several specialized agents, such as:
- Triage Agent
- Seat Booking Agent
- Flight Status Agent
- Cancellation Agent
- FAQ Agent
Each agent is configured with specific instructions and tools to carry out its assigned tasks. For instance, the Triage Agent analyzes user requests like “change my seat” or “cancel my flight” and routes them to the appropriate agent. The Seat Booking Agent can verify confirmation numbers, present seat maps, and complete seat changes. Similarly, the Cancellation Agent manages flight cancellations through a structured process.
Safety and Guardrails
A crucial feature of the demo is the integration of safety guardrails:
- Relevance Guardrail: Filters out irrelevant or off-topic queries, such as creative prompts unrelated to customer service.
- Jailbreak Guardrail: Prevents users from bypassing system restrictions or manipulating agent behavior.
When these guardrails are triggered, the system highlights the event in the visual trace and sends a structured error message to the user.
Agents SDK Capabilities
The Agents SDK serves as the orchestration backbone. Each agent is a composable unit defined by prompt templates, tool access, handoff logic, and output schemas. The SDK supports chaining between agents via handoffs, real-time tracing, and enforcement of input/output constraints through guardrails. This framework powers OpenAI's internal experiments and is now available in an educational and extendable format.
Developer Experience
Developers can run the demo locally by starting the Python backend server with Uvicorn and launching the frontend using npm run dev. The system is highly configurable, allowing developers to add new agents, customize task routing, and implement their own guardrails. Full transparency into prompts, decisions, and trace logs offers a solid foundation for building real-world conversational AI systems for customer support or other enterprise applications.
Conclusion
By releasing this reference implementation, OpenAI provides an insightful example of combining multi-agent coordination, tool usage, and safety features into a robust customer service experience. This resource is especially valuable for developers who want to understand and build modular, controllable, and transparent AI workflows.
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