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