{
  "model": "jev-latest",
  "state": "I've tried to connect my account for three days. Payments keep failing and I'm losing sales. Please help today.",
  "questions": {
    "urgency": {"type": "noul", "instructions": "Does the customer express urgency?"},
    "department": {
      "type": "choice",
      "instructions": "Which department should investigate this issue?",
      "criteria": {"technical": "Integration failures and bugs", "sales": "New purchases and pricing", "billing": "Invoices and subscriptions"}
    },
    "frustration": {
      "type": "score",
      "instructions": "How frustrated is the customer?",
      "criteria": ["Calm", "Frustrated but civil", "Very angry"]
    }
  }
}