{
  "state": "Customer: I ordered a laptop 3 weeks ago, order #48291. The tracking hasn't moved in 10 days and your support chat told me yesterday someone would call me back. Nobody called. I need this for work on Monday.",
  "questions": {
    "refund": {"type": "noul", "instructions": "Should the agent offer a refund or replacement?"},
    "priority": {"type": "choice", "instructions": "How should this ticket be prioritized?",
                 "criteria": {"low": "Routine, answer within 48h", "normal": "Standard queue, 24h",
                              "urgent": "Escalate to a senior agent immediately"}},
    "tone": {"type": "choice", "instructions": "Customer tone?",
             "criteria": {"angry": "Angry", "neutral": "Neutral", "happy": "Happy"}},
    "satisfaction": {"type": "score", "instructions": "Predict customer satisfaction if handled normally.",
                     "criteria": ["very dissatisfied", "dissatisfied", "neutral", "satisfied", "very satisfied"]}
  }
}