choice
Support routing
Send a customer request to the right team, with an explicit clarification path.
team→ allowed labelStart with a useful decision.
Three focused recipes. Six authored cases. A schema you can take into code.
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Urgency check
Estimate whether a request describes active, significant customer impact.
urgent→ probabilityscore
Impact severity
Score customer impact across four ordered severity levels.
severity→ weighted scoreMake the decision explicit.
A useful schema defines what your software is allowed to do next. Keep one question focused on one decision and include a path for missing information.
01Give the model context. Send a fictional or redacted customer message as the state.
02Define the allowed answers. Describe each routing team or each ordered severity level.
03Keep policy in code. Review uncertain cases, ask for clarification, and measure outcomes before automating.