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| {"id":"route-seed-241","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: route.","role":"system"},{"content":"{\"authenticated\":false,\"channel\":\"voice\",\"consentOnFile\":false,\"intentKnown\":true,\"outbound\":false,\"pciLikely\":true,\"policyAnswerInKb\":false,\"recordingOn\":false,\"resolutionKnown\":false,\"rightParty\":false,\"selfHarmCue\":false,\"sentiment\":\"calm\",\"threatCue\":false}","role":"user"},{"content":"{\"case_vs_resolve\":\"open_case\",\"containment\":\"human\",\"distress_guardrail\":\"allow_bot\",\"escalate\":\"yes\",\"knowledge_vs_live\":\"live\",\"pci_pause\":\"continue\",\"tcpa_consent\":\"do_not_dial\"}","role":"assistant"}],"task":"route"} |
| {"id":"route-seed-246","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: route.","role":"system"},{"content":"{\"authenticated\":false,\"channel\":\"sms\",\"consentOnFile\":false,\"intentKnown\":false,\"outbound\":false,\"pciLikely\":true,\"policyAnswerInKb\":false,\"recordingOn\":true,\"resolutionKnown\":false,\"rightParty\":false,\"selfHarmCue\":false,\"sentiment\":\"angry\",\"threatCue\":false}","role":"user"},{"content":"{\"case_vs_resolve\":\"open_case\",\"containment\":\"human\",\"distress_guardrail\":\"allow_bot\",\"escalate\":\"yes\",\"knowledge_vs_live\":\"live\",\"pci_pause\":\"continue\",\"tcpa_consent\":\"do_not_dial\"}","role":"assistant"}],"task":"route"} |
| {"id":"route-seed-251","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: route.","role":"system"},{"content":"{\"authenticated\":true,\"channel\":\"chat\",\"consentOnFile\":false,\"intentKnown\":false,\"outbound\":true,\"pciLikely\":false,\"policyAnswerInKb\":false,\"recordingOn\":false,\"resolutionKnown\":true,\"rightParty\":true,\"selfHarmCue\":false,\"sentiment\":\"frustrated\",\"threatCue\":false}","role":"user"},{"content":"{\"case_vs_resolve\":\"resolve\",\"containment\":\"human\",\"distress_guardrail\":\"allow_bot\",\"escalate\":\"yes\",\"knowledge_vs_live\":\"live\",\"pci_pause\":\"continue\",\"tcpa_consent\":\"do_not_dial\"}","role":"assistant"}],"task":"route"} |
| {"id":"route-seed-254","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: route.","role":"system"},{"content":"{\"authenticated\":false,\"channel\":\"sms\",\"consentOnFile\":false,\"intentKnown\":true,\"outbound\":false,\"pciLikely\":false,\"policyAnswerInKb\":false,\"recordingOn\":true,\"resolutionKnown\":false,\"rightParty\":false,\"selfHarmCue\":false,\"sentiment\":\"angry\",\"threatCue\":false}","role":"user"},{"content":"{\"case_vs_resolve\":\"open_case\",\"containment\":\"human\",\"distress_guardrail\":\"allow_bot\",\"escalate\":\"yes\",\"knowledge_vs_live\":\"live\",\"pci_pause\":\"continue\",\"tcpa_consent\":\"do_not_dial\"}","role":"assistant"}],"task":"route"} |
| {"id":"comply-utilities.shutoff","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: comply.","role":"system"},{"content":"{\"cardId\":\"utilities.shutoff\"}","role":"user"},{"content":"{\"steps\":[{\"text\":\"medical baseline\",\"type\":\"say\"},{\"name\":\"verify_identity\",\"type\":\"tool\"},{\"name\":\"disclose_shutoff_rights\",\"type\":\"tool\"},{\"name\":\"open_assistance_case\",\"type\":\"tool\"},{\"state\":\"escalated\",\"type\":\"outcome\"}]}","role":"assistant"}],"task":"comply"} |
| {"id":"disclose-banking-dispute_timeline-2","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":false,\"askedForEligibilityDecision\":true,\"slot\":\"dispute_timeline\",\"vertical\":\"banking\"}","role":"user"},{"content":"{\"refused\":[\"eligibility\"],\"say\":\"We will provide the written timeline that applies to your account. I cannot say that you are approved or denied.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-banking-payment_consent-6","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":true,\"askedForEligibilityDecision\":true,\"slot\":\"payment_consent\",\"vertical\":\"banking\"}","role":"user"},{"content":"{\"refused\":[\"eligibility\",\"clinical\"],\"say\":\"Do you authorize this payment? I cannot say that you are approved or denied. I cannot give medical advice. I can help with scheduling or billing.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-telecommunications-recording-0","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":false,\"askedForEligibilityDecision\":false,\"slot\":\"recording\",\"vertical\":\"telecommunications\"}","role":"user"},{"content":"{\"refused\":[],\"say\":\"This call may be recorded for quality and training.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-telecommunications-recording-7","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":true,\"askedForClinicalAdvice\":true,\"askedForEligibilityDecision\":true,\"slot\":\"recording\",\"vertical\":\"telecommunications\"}","role":"user"},{"content":"{\"refused\":[\"amount\",\"eligibility\",\"clinical\"],\"say\":\"This call may be recorded for quality and training. I cannot state a payment or refund amount. I cannot say that you are approved or denied. I cannot give medical advice. I can help with scheduling or billing.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-insurance-fnol-7","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":true,\"askedForClinicalAdvice\":true,\"askedForEligibilityDecision\":true,\"slot\":\"fnol\",\"vertical\":\"insurance\"}","role":"user"},{"content":"{\"refused\":[\"amount\",\"eligibility\",\"clinical\"],\"say\":\"I can take the first notice of loss. Coverage is determined by the policy and the claims review. I cannot state a payment or refund amount. I cannot say that you are approved or denied. I cannot give medical advice. I can help with scheduling or billing.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-healthcare_admin-minimum_necessary-0","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":false,\"askedForEligibilityDecision\":false,\"slot\":\"minimum_necessary\",\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"refused\":[],\"say\":\"I can help with scheduling and billing only.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-utilities-shutoff-6","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":true,\"askedForEligibilityDecision\":true,\"slot\":\"shutoff\",\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"refused\":[\"eligibility\",\"clinical\"],\"say\":\"Medical baseline and payment-assistance rules may apply. I will not promise that service stays on. I cannot say that you are approved or denied. I cannot give medical advice. I can help with scheduling or billing.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"disclose-government_benefits-eligibility_limit-4","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: disclose.","role":"system"},{"content":"{\"askedForAmount\":false,\"askedForClinicalAdvice\":true,\"askedForEligibilityDecision\":false,\"slot\":\"eligibility_limit\",\"vertical\":\"government_benefits\"}","role":"user"},{"content":"{\"refused\":[\"clinical\"],\"say\":\"Eligibility depends on income, household, and state rules. I cannot tell you that you are approved or promise a payment amount. I cannot give medical advice. I can help with scheduling or billing.\"}","role":"assistant"}],"task":"disclose"} |
| {"id":"acw-banking-escalated-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"banking\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"auth_failed\",\"summary\":\"banking contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-banking-escalated-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"banking\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"pci\",\"summary\":\"banking contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-insurance-refused-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"refused\",\"pciHandled\":true,\"vertical\":\"insurance\"}","role":"user"},{"content":"{\"disposition\":\"refused_out_of_scope\",\"nextAction\":\"send the policy disclosure and stop\",\"reasonCode\":\"disclosure_only\",\"summary\":\"insurance contact about billing inquiry ended as refused.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-escalated-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"auth_failed\",\"summary\":\"healthcare_admin contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-escalated-distress-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"healthcare_admin contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-healthcare_admin-refused-distress-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"refused\",\"pciHandled\":true,\"vertical\":\"healthcare_admin\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"healthcare_admin contact about billing inquiry ended as refused.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-resolved-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"billing inquiry\",\"outcome\":\"resolved\",\"pciHandled\":false,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"resolved_in_policy\",\"nextAction\":\"no further action\",\"reasonCode\":\"kb_answer\",\"summary\":\"utilities contact about billing inquiry ended as resolved.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-escalated-distress-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":false,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"utilities contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-utilities-escalated-distress-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":true,\"intent\":\"billing inquiry\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"utilities\"}","role":"user"},{"content":"{\"disposition\":\"distress_handoff\",\"nextAction\":\"route to human specialist\",\"reasonCode\":\"distress\",\"summary\":\"utilities contact about billing inquiry ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-government_benefits-resolved-calm-clear","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"case status\",\"outcome\":\"resolved\",\"pciHandled\":false,\"vertical\":\"government_benefits\"}","role":"user"},{"content":"{\"disposition\":\"resolved_in_policy\",\"nextAction\":\"no further action\",\"reasonCode\":\"kb_answer\",\"summary\":\"government_benefits contact about case status ended as resolved.\"}","role":"assistant"}],"task":"acw"} |
| {"id":"acw-government_benefits-escalated-calm-pci","messages":[{"content":"You are a CX control model. Reply with JSON only. Task: acw.","role":"system"},{"content":"{\"distress\":false,\"intent\":\"case status\",\"outcome\":\"escalated\",\"pciHandled\":true,\"vertical\":\"government_benefits\"}","role":"user"},{"content":"{\"disposition\":\"escalated_human\",\"nextAction\":\"queue for a live agent\",\"reasonCode\":\"pci\",\"summary\":\"government_benefits contact about case status ended as escalated.\"}","role":"assistant"}],"task":"acw"} |
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