{
  "model": "drex-dlm",
  "state": {
    "ticket": "I was charged twice for the same order. Please refund the extra payment."
  },
  "questions": {
    "team": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "billing": "Payments, charges, and refunds",
        "technical": "Bugs and outages",
        "other": "Anything else"
      }
    },
    "refund": {
      "type": "noul",
      "instructions": "Does the customer explicitly ask for a refund?"
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is this ticket?",
      "criteria": ["Routine", "Soon", "Urgent"]
    }
  }
}