{
  "model": "Decision-1.0-Lex",
  "state": {
    "message": "Please refund the duplicate charge. I need this fixed today."
  },
  "questions": {
    "refund_requested": {
      "type": "noul",
      "instructions": "Does the customer explicitly request a refund?"
    },
    "team": {
      "type": "choice",
      "instructions": "Which team should handle this request?",
      "criteria": {
        "Billing": "Charges and refunds",
        "Support": "Technical problems"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is the request?",
      "criteria": [
        "No deadline",
        "Needed soon",
        "Needed today"
      ]
    }
  }
}