File size: 1,018 Bytes
8a443c6 | 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 37 38 39 40 41 42 | {
"state": {
"ticket": "I was charged twice for order ZVX-104. Please refund the duplicate payment. The first payment was correct.",
"customer_tier": "basic",
"history": [
{
"step": 1,
"event": "Request received"
},
{
"step": 2,
"event": "No prior complaint"
}
]
},
"questions": {
"team": {
"type": "choice",
"instructions": "Which team should handle this ticket?",
"criteria": {
"billing": "Charges, invoices, payments, refunds",
"technical": "Software errors, outages, broken features",
"accounts": "Login, passwords, account access",
"other": null
}
},
"refund_requested": {
"type": "noul",
"instructions": "Does the customer ask for a refund?"
},
"frustration": {
"type": "score",
"instructions": "How frustrated is the customer?",
"criteria": [
"calm",
"frustrated",
"very frustrated"
]
}
}
}
|