| { | |
| "state": { | |
| "body": "发票4411重复扣款，请今天退还多扣的金额，否则我们会取消服务。" | |
| }, | |
| "questions": { | |
| "department": { | |
| "type": "choice", | |
| "instructions": "这条请求应由哪个团队处理？", | |
| "criteria": { | |
| "billing": "扣款、发票、账单与退款", | |
| "technical": "故障、接口、登录与系统错误", | |
| "sales": "价格、演示、合同与采购", | |
| "other": "一般咨询或已解决问题" | |
| } | |
| }, | |
| "urgency": { | |
| "type": "score", | |
| "instructions": "这条请求有多紧急？", | |
| "criteria": [ | |
| "常规事项，没有截止时间", | |
| "需要尽快处理", | |
| "服务中断或今天必须解决" | |
| ] | |
| }, | |
| "refund": { | |
| "type": "noul", | |
| "instructions": "用户是否明确要求退款？" | |
| }, | |
| "churn": { | |
| "type": "noul", | |
| "instructions": "用户是否表示要取消或离开？" | |
| } | |
| } | |
| } | |