{
  "model": "support-intents",
  "state": {
    "service": "Customer support chat of an online shop",
    "message": "hi, I sent back the jacket two weeks ago and still haven't seen the money. where is it?"
  },
  "questions": {
    "intent": {
      "type": "choice",
      "instructions": "What does the customer want? Choose the request that best matches what the customer is asking for in their message.",
      "criteria": {
        "track_refund": "Check the status of a refund they are expecting.",
        "get_refund": "Get their money back for a purchase.",
        "check_refund_policy": "Learn the refund policy and whether they qualify for a refund.",
        "track_order": "Find out where their order is or its current status.",
        "cancel_order": "Cancel an order they placed.",
        "change_order": "Change an existing order (for example add, remove or swap items).",
        "payment_issue": "Report or solve a problem with a payment.",
        "complaint": "Make a complaint about the product, service or company.",
        "contact_human_agent": "Talk to a human agent instead of an automated assistant.",
        "delivery_period": "Find out when an order will arrive or how long delivery takes."
      }
    }
  }
}