File size: 1,295 Bytes
eb2384f | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 | {
"state": {
"ticket": "My parcel arrived today with a cracked screen. Please help me get a replacement.",
"payment_status": "Paid successfully. No duplicate charge."
},
"questions": {
"damaged_delivery": {
"type": "noul",
"instructions": "Does the customer report receiving a damaged item?",
"criteria": {
"true": "The customer explicitly reports damage to the delivered item.",
"false": "The customer does not report damage to the delivered item."
}
},
"team": {
"type": "choice",
"instructions": "Which team should handle this ticket?",
"criteria": {
"shipping_returns": "Damaged deliveries, returns, and replacements.",
"billing": "Payment failures, duplicate charges, and invoices.",
"account": "Passwords, sign-in, and account access."
}
},
"urgency": {
"type": "score",
"instructions": "Rate the urgency of responding using only the supplied rubric.",
"criteria": [
"Routine information request; no reported problem.",
"Minor inconvenience; the product remains usable.",
"Damaged or unusable product requiring a timely resolution.",
"Immediate danger or an explicitly reported safety emergency."
]
}
}
}
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