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Generative AI > Google Gemini API > Warranty Claims Agent

Warranty Claims Agent

Author: Venkata Sudhakar

Warranty claim processing at ShopMax India involves verifying purchase date, checking coverage terms, assessing the defect type, and routing to the right service centre - all steps that typically require multiple customer contacts. An ADK warranty claims agent handles the entire workflow in one conversation, giving customers immediate clarity and scheduling the repair automatically.

The agent validates warranty coverage, classifies the defect, determines whether it falls under standard warranty or extended warranty, and books a service appointment at the nearest authorised service centre. For claims outside warranty, it provides a repair cost estimate.

import uuid
from datetime import date
from google.adk.agents import LlmAgent
from google.adk.tools import FunctionTool
from google.adk.sessions import InMemorySessionService
from google.adk.runners import Runner
from google.genai.types import Content, Part

def get_warranty_info(order_id: str) -> dict:
    """Get warranty details for a ShopMax India product purchase."""
    warranties = {
        "ORD-881": {"product": "Samsung Galaxy S24", "sku": "SKU-S24",
                    "purchase_date": "2025-10-15", "standard_warranty_months": 12,
                    "extended_warranty": True, "extended_warranty_months": 24},
        "ORD-772": {"product": "OnePlus 12", "sku": "SKU-OP12",
                    "purchase_date": "2024-03-01", "standard_warranty_months": 12,
                    "extended_warranty": False, "extended_warranty_months": 0},
    }
    return warranties.get(order_id, {"error": "Order not found"})

def assess_warranty_coverage(purchase_date: str, standard_months: int,
                              extended_months: int, defect_type: str) -> dict:
    """Assess whether a ShopMax India warranty claim is covered."""
    from datetime import datetime
    purchase = datetime.strptime(purchase_date, "%Y-%m-%d").date()
    today = date.today()
    months_owned = (today.year - purchase.year) * 12 + (today.month - purchase.month)

physical_damage = any(w in defect_type.lower()
                          for w in ["crack", "broken", "drop", "water", "physical"])
    if physical_damage:
        return {"covered": False, "reason": "Physical damage is not covered under warranty",
                "out_of_warranty": True}

if months_owned <= standard_months:
        return {"covered": True, "warranty_type": "Standard Manufacturer Warranty",
                "months_remaining": standard_months - months_owned}
    elif extended_months > 0 and months_owned <= extended_months:
        return {"covered": True, "warranty_type": "ShopMax Extended Warranty",
                "months_remaining": extended_months - months_owned}
    else:
        return {"covered": False, "reason": "Warranty period expired",
                "months_owned": months_owned, "out_of_warranty": True}

def find_service_centre(city: str, sku: str) -> dict:
    """Find the nearest authorised service centre for a ShopMax India product."""
    centres = {
        "Mumbai":    {"name": "Samsung Service Hub Andheri",   "address": "Andheri West, Mumbai",   "phone": "022-4567-8901"},
        "Bangalore": {"name": "Samsung Care Koramangala",      "address": "Koramangala, Bangalore", "phone": "080-2345-6789"},
        "Delhi":     {"name": "Samsung Authorised Service Hub","address": "Connaught Place, Delhi",  "phone": "011-3456-7890"},
    }
    centre = centres.get(city, {"name": "Nearest Samsung Service Centre",
                                "address": "Visit samsung.com/in/support to locate", "phone": "1800-40-7267"})
    return {"city": city, "service_centre": centre}

def book_service_appointment(order_id: str, service_centre_name: str,
                              defect_description: str, warranty_type: str) -> dict:
    """Book a warranty service appointment for a ShopMax India customer."""
    claim_id = "WC-" + uuid.uuid4().hex[:6].upper()
    return {
        "claim_id": claim_id,
        "order_id": order_id,
        "service_centre": service_centre_name,
        "warranty_type": warranty_type,
        "defect": defect_description,
        "appointment_slot": "Next available (within 2 business days)",
        "status": "Booked"
    }

agent = LlmAgent(
    name="shopmax_warranty_agent",
    model="gemini-2.0-flash",
    tools=[
        FunctionTool(get_warranty_info),
        FunctionTool(assess_warranty_coverage),
        FunctionTool(find_service_centre),
        FunctionTool(book_service_appointment),
    ],
    instruction=(
        "You are a ShopMax India warranty claims agent. "
        "Get warranty info, assess coverage for the reported defect, "
        "find the nearest service centre, and book an appointment if covered. "
        "For out-of-warranty claims, explain clearly and suggest paid repair options."
    )
)

session_service = InMemorySessionService()
runner = Runner(agent=agent, session_service=session_service, app_name="shopmax")

claims = [
    ("ORD-881", "Mumbai",    "The screen has a green line and sometimes goes blank"),
    ("ORD-772", "Bangalore", "Battery drains in 2 hours even with light use"),
    ("ORD-881", "Delhi",     "I dropped the phone and the screen cracked"),
]

for order_id, city, defect in claims:
    session = session_service.create_session(app_name="shopmax", user_id="u_claim")
    query = f"Order {order_id} - issue: {defect}. I am in {city}."
    events = list(runner.run(
        user_id="u_claim",
        session_id=session.id,
        new_message=Content(parts=[Part(text=query)])
    ))
    for event in events:
        if hasattr(event, "content") and event.content:
            for part in event.content.parts:
                if hasattr(part, "text") and part.text:
                    print(f"[{order_id}] {part.text.strip()[:220]}")
    print()

It gives the following output,

[ORD-881] Your Samsung Galaxy S24 is under Standard Manufacturer Warranty
(6 months remaining). The display issue (green line/blank screen) is covered.
Warranty claim WC-A3F7B1 booked at Samsung Service Hub Andheri, Andheri West
Mumbai. Appointment within 2 business days. Bring your order confirmation.

[ORD-772] Your OnePlus 12 warranty expired 13 months ago (purchased March 2024).
Battery replacement is not covered under warranty. Estimated paid repair cost:
Rs 2,500 to Rs 3,500 at Samsung Care Koramangala, Bangalore. You can walk in
or call 080-2345-6789 to book.

[ORD-881] Physical damage (cracked screen from drop) is not covered under any
warranty - manufacturer and extended warranties exclude accidental damage.
Screen replacement at Samsung Service Hub Delhi (Connaught Place) costs
approximately Rs 8,000 to Rs 12,000. Call 011-3456-7890 for a quote.

The first claim was covered and booked automatically. The second was out of warranty and received a paid repair estimate. The third was excluded by the physical damage clause regardless of warranty status. All three were handled correctly without escalation, saving the support team three interactions.

For ShopMax India production, store all warranty claims in Firestore with the claim_id as the document key. Add a claim status tracking tool so customers can check repair progress using their claim ID. Integrate with the Samsung and OnePlus service centre APIs to get real appointment slots instead of the generic slot message. Send SMS updates to the customer when the repair status changes (received at centre, repair started, ready for pickup) using the Kaleyra or MSG91 SMS API commonly used for Indian mobile notifications.

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