| {"id":"acw-banking-escalated-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"banking\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"auth_failed\",\"summary\":\"banking contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-banking-escalated-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"banking\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"pci\",\"summary\":\"banking contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-insurance-refused-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"refused\",\"pciHandled\":true,\"vertical\":\"insurance\"}","role":"user"},{"content":"{\"disposition\":\"refused_out_of_scope\",\"nextAction\":\"send the policy disclosure and stop\",\"reasonCode\":\"disclosure_only\",\"summary\":\"insurance contact about billing inquiry ended as refused.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-escalated-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"auth_failed\",\"summary\":\"healthcare_admin contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-escalated-distress-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"healthcare_admin contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-refused-distress-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"refused\",\"pciHandled\":true,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"healthcare_admin contact about billing inquiry ended as refused.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-resolved-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"resolved\",\"pciHandled\":false,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"resolved_in_policy\",\"nextAction\":\"no further action\",\"reasonCode\":\"kb_answer\",\"summary\":\"utilities contact about billing inquiry ended as resolved.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-escalated-distress-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"utilities contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-escalated-distress-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"utilities contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-government_benefits-resolved-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"case status\",\"outcome\":\"resolved\",\"pciHandled\":false,\"vertical\":\"government_benefits\"}","role":"user"},{"content":"{\"disposition\":\"resolved_in_policy\",\"nextAction\":\"no further action\",\"reasonCode\":\"kb_answer\",\"summary\":\"government_benefits contact about case status ended as resolved.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-government_benefits-escalated-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"case status\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"government_benefits\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"pci\",\"summary\":\"government_benefits contact about case status ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
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