| { | |
| "triage": { | |
| "department": { | |
| "type": "choice", | |
| "instructions": "Which department should handle this customer message?", | |
| "criteria": { | |
| "billing": "invoices, payments and refunds", | |
| "technical": "bugs, outages and system errors", | |
| "other": "general requests and questions" | |
| } | |
| }, | |
| "urgency": { | |
| "type": "score", | |
| "instructions": "How urgent is this request?", | |
| "criteria": [ | |
| "low: can wait", | |
| "medium: resolve soon", | |
| "high: blocking or time critical" | |
| ] | |
| }, | |
| "churn_risk": { | |
| "type": "noul", | |
| "instructions": "Does the customer threaten to cancel or leave?" | |
| } | |
| } | |
| } | |