{
  "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？"
    }
  }
}