| { |
| "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"]} |
| } |
| } |
|
|
