questions.yaml

# The three typed decisions Laya is fine-tuned on.
#
# `instructions[0]` is the canonical wording used at evaluation / in production.
# The remaining entries are paraphrases sampled at training time so the model
# learns the decision, not one exact sentence (upstream anti-leak lesson).
# Option order is also shuffled per training case.

order_confirm:
  type: choice
  # State = conversation list [agent turn, customer turn]. The agent turn is
  # sampled from these at training time; agent_turns[0] is used at eval.
  agent_turns:
    - "আপনার অর্ডারটি কি কনফার্ম করে দেব?"
    - "তাহলে কি অর্ডারটা কনফার্ম করে দিচ্ছি?"
    - "অর্ডারটি কি আমরা পাঠিয়ে দেব?"
    - "আপনি কি অর্ডারটি নিশ্চিত করতে চান?"
  instructions:
    - "The agent asked the customer to confirm their order. What does the customer's last reply mean?"
    - "Classify the customer's answer to the order-confirmation question."
    - "Does the customer confirm, refuse, ask to hear it again, or ask about something else?"
  criteria:
    "yes": "customer agrees and wants the order confirmed"
    "no": "customer refuses or cancels the order"
    "repeat": "customer did not hear or understand and wants the agent to say it again"
    "out_of_scope": "customer asks or says something else, e.g. delivery, payment, price or product"

intent:
  type: choice
  instructions:
    - "What is the customer's intent?"
    - "Which support intent best describes this customer message?"
    - "Route this e-commerce customer message to the right intent."
  criteria:
    greeting: "says hello or starts the conversation"
    goodbye: "ends the conversation"
    thanks: "thanks or praises the service"
    product_search: "looks for a kind of product to buy"
    product_availability: "asks whether an item is in stock or available"
    price_inquiry: "asks the price or cost of an item"
    order_status: "asks where their order is or what state it is in"
    order_cancel: "wants to cancel an order"
    return_refund: "wants to return an item or get money back"
    shipping_delivery: "asks about delivery time, charge, area or pickup"
    payment_issue: "has a problem paying or with a payment method"
    discount_offer: "asks about discounts, coupons or offers"
    complaint: "is unhappy about a product, order or service"
    agent_request: "asks to talk to a human agent"
    out_of_scope: "talks about something unrelated to shopping"

escalate:
  type: noul
  instructions:
    - "This call should be transferred to a human agent."
    - "A human support agent needs to take over this conversation."
    - "The customer needs a person, not the automated agent."
  criteria:
    "false": "the automated agent can keep handling the customer"
    "true": "a human agent should take over"