| { |
| "model": "triage", |
| "state": { |
| "company": "A mid-sized online furniture retailer shipping across Europe.", |
| "channel": "email", |
| "message": "Subject: Crushed wardrobe\n\nHi, the wardrobe I ordered (order 55120) arrived today and the box was crushed. Two doors are split. I want a replacement or my money back. This is the second time.\n\nAnna" |
| }, |
| "questions": { |
| "route": { |
| "type": "choice", |
| "instructions": "Which team should handle this message? If it covers several issues, choose the team for the most important one.", |
| "criteria": { |
| "other": "Not for any of these teams", |
| "k1": "Deliveries: late, lost or damaged deliveries, and delivery bookings", |
| "k2": "Refunds and payments: refunds, charges and invoices", |
| "k3": "Assembly service: booking and complaints about assembly", |
| "k4": "Account access: logins, passwords and account details" |
| } |
| }, |
| "urgency": { |
| "type": "score", |
| "instructions": "How urgently does this need a response?", |
| "criteria": [ |
| "No action needed", |
| "Can wait a few days", |
| "Handle within a day", |
| "Handle within hours", |
| "Handle immediately" |
| ] |
| }, |
| "sentiment": { |
| "type": "score", |
| "instructions": "How does the customer feel?", |
| "criteria": [ |
| "Very negative, angry or distressed", |
| "Negative", |
| "Neutral", |
| "Positive", |
| "Very positive" |
| ] |
| }, |
| "needs_human": { |
| "type": "noul", |
| "instructions": "Does this need a person to act on it now, rather than an automatic reply? Answer yes for complaints that could escalate, legal or safety issues, or requests an automatic system cannot resolve." |
| } |
| } |
| } |
|
|
