data/clarification_bank.json

[
  {"id":"Q001","text":"Is the main issue you need resolved today related to (A) a software error or unexpected behaviour, or (B) your account billing or invoice?","options":["Software error / unexpected behaviour","Billing or invoice issue"],"relevant_classes":["billing","technical_support"],"posteriors":{"technical":[0.85,0.05,0.03,0.02,0.01,0.01,0.02,0.01],"billing":[0.05,0.82,0.05,0.02,0.02,0.01,0.02,0.01]}},
  {"id":"Q002","text":"Is the problem affecting all users in your organization, or just your individual account?","options":["All users","Just me"],"relevant_classes":["technical_support","account_management"],"posteriors":{"technical":[0.78,0.04,0.08,0.03,0.02,0.02,0.02,0.01],"account":[0.08,0.04,0.75,0.03,0.03,0.03,0.03,0.01]}},
  {"id":"Q003","text":"Does this issue involve a charge, payment, or invoice amount?","options":["Yes, it involves payment/charges","No, it's about functionality"],"relevant_classes":["billing","technical_support"],"posteriors":{"billing":[0.04,0.85,0.03,0.02,0.02,0.01,0.02,0.01],"technical":[0.82,0.04,0.04,0.03,0.02,0.02,0.02,0.01]}},
  {"id":"Q004","text":"Are you trying to set up something new, or fix something that was previously working?","options":["Setting up something new","Fixing something that broke"],"relevant_classes":["onboarding","technical_support"],"posteriors":{"onboarding":[0.05,0.02,0.03,0.03,0.02,0.80,0.04,0.01],"technical":[0.80,0.03,0.04,0.04,0.02,0.03,0.03,0.01]}},
  {"id":"Q005","text":"Is this related to your subscription, plan, or pricing?","options":["Yes","No, it's a technical issue"],"relevant_classes":["billing","account_management"],"posteriors":{"billing":[0.05,0.80,0.06,0.02,0.02,0.01,0.03,0.01],"other":[0.20,0.05,0.20,0.15,0.10,0.10,0.15,0.05]}},
  {"id":"Q006","text":"Did this issue start after a recent update or change to the system?","options":["Yes, after an update","No, it's been ongoing"],"relevant_classes":["technical_support","feature_request"],"posteriors":{"technical":[0.82,0.03,0.04,0.04,0.01,0.02,0.03,0.01],"feature":[0.10,0.05,0.08,0.60,0.03,0.04,0.08,0.02]}},
  {"id":"Q007","text":"Are you requesting a capability that doesn't exist yet, or reporting a malfunction?","options":["New capability request","Malfunction report"],"relevant_classes":["feature_request","technical_support"],"posteriors":{"feature":[0.05,0.03,0.03,0.82,0.02,0.02,0.02,0.01],"technical":[0.82,0.03,0.03,0.05,0.02,0.02,0.02,0.01]}},
  {"id":"Q008","text":"Does this involve data privacy, regulatory compliance, or audit requirements?","options":["Yes, compliance/regulatory","No"],"relevant_classes":["compliance_legal","technical_support"],"posteriors":{"compliance":[0.03,0.02,0.03,0.02,0.83,0.02,0.03,0.02],"other":[0.20,0.15,0.15,0.12,0.03,0.10,0.20,0.05]}},
  {"id":"Q009","text":"Are you a new user who recently started using the platform?","options":["Yes, I'm new","No, I've been using it"],"relevant_classes":["onboarding","technical_support"],"posteriors":{"onboarding":[0.04,0.02,0.04,0.03,0.02,0.80,0.04,0.01],"existing":[0.30,0.10,0.15,0.10,0.05,0.03,0.20,0.07]}},
  {"id":"Q010","text":"Is your primary concern about the cost or about the functionality of the product?","options":["Cost concern","Functionality concern"],"relevant_classes":["billing","technical_support"],"posteriors":{"billing":[0.04,0.83,0.04,0.02,0.02,0.01,0.03,0.01],"technical":[0.83,0.03,0.04,0.03,0.02,0.02,0.02,0.01]}},
  {"id":"Q011","text":"Would you like to modify your current account settings or plan?","options":["Yes, modify account/plan","No, I have a different issue"],"relevant_classes":["account_management","billing"],"posteriors":{"account":[0.04,0.08,0.78,0.03,0.02,0.02,0.02,0.01],"other":[0.20,0.15,0.05,0.15,0.10,0.10,0.20,0.05]}},
  {"id":"Q012","text":"Are you reporting something that is broken and needs fixing, or requesting a new capability you would like added?","options":["Something broken","New capability"],"relevant_classes":["feature_request","technical_support"],"posteriors":{"technical":[0.82,0.03,0.03,0.05,0.02,0.02,0.02,0.01],"feature":[0.05,0.03,0.03,0.82,0.02,0.02,0.02,0.01]}},
  {"id":"Q013","text":"Is this issue blocking your team from completing their work?","options":["Yes, it's blocking us","No, it's not urgent"],"relevant_classes":["technical_support","general_inquiry"],"posteriors":{"urgent_tech":[0.80,0.03,0.04,0.03,0.02,0.02,0.04,0.02],"general":[0.10,0.05,0.10,0.10,0.05,0.05,0.50,0.05]}},
  {"id":"Q014","text":"Does this relate to API access, webhooks, or integration with another system?","options":["Yes, API/integration","No"],"relevant_classes":["technical_support","feature_request"],"posteriors":{"technical":[0.80,0.02,0.03,0.08,0.02,0.02,0.02,0.01],"other":[0.15,0.15,0.15,0.12,0.08,0.10,0.20,0.05]}},
  {"id":"Q015","text":"Are you experiencing an error message? If so, could you share the error code?","options":["Yes, there's an error","No error message"],"relevant_classes":["technical_support","general_inquiry"],"posteriors":{"technical":[0.85,0.02,0.03,0.03,0.01,0.02,0.03,0.01],"general":[0.10,0.10,0.15,0.10,0.05,0.10,0.35,0.05]}},
  {"id":"Q016","text":"Is this about adding or removing users from your organization's account?","options":["Yes, user management","No"],"relevant_classes":["account_management","onboarding"],"posteriors":{"account":[0.03,0.03,0.80,0.03,0.02,0.05,0.03,0.01],"other":[0.20,0.10,0.05,0.15,0.10,0.10,0.25,0.05]}},
  {"id":"Q017","text":"Has your team considered switching to a different solution?","options":["Yes, we're evaluating options","No, we want to stay"],"relevant_classes":["churn_risk","account_management"],"posteriors":{"churn":[0.03,0.03,0.05,0.02,0.02,0.02,0.03,0.80],"account":[0.05,0.05,0.70,0.05,0.03,0.03,0.05,0.04]}},
  {"id":"Q018","text":"Do you need help understanding how to use a specific feature?","options":["Yes, need guidance","No, the feature is broken"],"relevant_classes":["onboarding","technical_support"],"posteriors":{"onboarding":[0.05,0.02,0.04,0.04,0.02,0.78,0.04,0.01],"technical":[0.80,0.03,0.04,0.04,0.02,0.03,0.03,0.01]}},
  {"id":"Q019","text":"Does this involve exporting, importing, or migrating data?","options":["Yes, data movement","No"],"relevant_classes":["technical_support","account_management"],"posteriors":{"technical":[0.78,0.03,0.08,0.04,0.02,0.02,0.02,0.01],"other":[0.15,0.10,0.15,0.15,0.10,0.10,0.20,0.05]}},
  {"id":"Q020","text":"Are you looking for a refund or credit on your account?","options":["Yes, refund/credit","No"],"relevant_classes":["billing","account_management"],"posteriors":{"billing":[0.03,0.85,0.05,0.01,0.01,0.01,0.03,0.01],"other":[0.20,0.05,0.20,0.12,0.08,0.10,0.20,0.05]}},
  {"id":"Q021","text":"Is the issue related to email notifications, alerts, or communication preferences?","options":["Yes, notifications","No"],"relevant_classes":["technical_support","account_management"],"posteriors":{"technical":[0.70,0.03,0.15,0.04,0.02,0.02,0.03,0.01],"other":[0.15,0.10,0.10,0.15,0.10,0.10,0.25,0.05]}},
  {"id":"Q022","text":"Are you inquiring about features available on a higher plan?","options":["Yes, plan comparison","No"],"relevant_classes":["billing","feature_request"],"posteriors":{"billing":[0.05,0.70,0.05,0.12,0.02,0.02,0.03,0.01],"feature":[0.05,0.08,0.05,0.72,0.02,0.02,0.05,0.01]}},
  {"id":"Q023","text":"Is this a security concern, such as unauthorized access or suspicious activity?","options":["Yes, security issue","No"],"relevant_classes":["compliance_legal","technical_support"],"posteriors":{"compliance":[0.05,0.02,0.04,0.02,0.80,0.02,0.03,0.02],"other":[0.25,0.10,0.10,0.10,0.05,0.10,0.25,0.05]}},
  {"id":"Q024","text":"Are you looking to make changes to your subscription plan, or do you have concerns about continuing with the service?","options":["Changes to subscription","Concerns about continuing"],"relevant_classes":["churn_risk","account_management"],"posteriors":{"account":[0.03,0.03,0.82,0.02,0.02,0.02,0.03,0.03],"churn":[0.03,0.03,0.05,0.02,0.02,0.02,0.03,0.80]}},
  {"id":"Q025","text":"Do you need assistance with single sign-on (SSO) or authentication?","options":["Yes, SSO/auth","No"],"relevant_classes":["technical_support","onboarding"],"posteriors":{"technical":[0.78,0.02,0.05,0.03,0.03,0.05,0.03,0.01],"other":[0.15,0.10,0.15,0.12,0.08,0.10,0.25,0.05]}},
  {"id":"Q026","text":"Is this about generating reports or accessing analytics?","options":["Yes, reports/analytics","No"],"relevant_classes":["technical_support","feature_request"],"posteriors":{"technical":[0.65,0.03,0.05,0.18,0.02,0.02,0.04,0.01],"other":[0.15,0.10,0.15,0.12,0.08,0.10,0.25,0.05]}},
  {"id":"Q027","text":"Have you already tried troubleshooting this issue yourself?","options":["Yes, I've tried","No, I need guidance"],"relevant_classes":["technical_support","onboarding"],"posteriors":{"technical":[0.80,0.03,0.03,0.04,0.02,0.04,0.03,0.01],"onboarding":[0.08,0.03,0.05,0.04,0.02,0.72,0.05,0.01]}},
  {"id":"Q028","text":"Is your concern about data retention, deletion, or GDPR compliance?","options":["Yes, data/GDPR","No"],"relevant_classes":["compliance_legal","account_management"],"posteriors":{"compliance":[0.03,0.02,0.05,0.02,0.82,0.02,0.03,0.01],"other":[0.20,0.10,0.15,0.12,0.03,0.10,0.25,0.05]}},
  {"id":"Q029","text":"Would you describe your experience with our product as mostly positive or mostly negative recently?","options":["Mostly positive","Mostly negative"],"relevant_classes":["churn_risk","general_inquiry"],"posteriors":{"positive":[0.10,0.08,0.15,0.12,0.05,0.08,0.38,0.04],"negative":[0.10,0.08,0.08,0.05,0.03,0.03,0.08,0.55]}},
  {"id":"Q030","text":"Are you contacting us about a contract renewal or terms update?","options":["Yes, contract/renewal","No"],"relevant_classes":["billing","compliance_legal"],"posteriors":{"billing":[0.04,0.75,0.06,0.02,0.06,0.01,0.04,0.02],"other":[0.20,0.05,0.15,0.12,0.10,0.10,0.23,0.05]}},
  {"id":"Q031","text":"Is your team currently onboarding onto our platform for the first time?","options":["Yes, first-time onboarding","No, we're established users"],"relevant_classes":["onboarding","general_inquiry"],"posteriors":{"onboarding":[0.03,0.02,0.04,0.03,0.02,0.82,0.03,0.01],"established":[0.22,0.10,0.15,0.12,0.06,0.03,0.27,0.05]}},
  {"id":"Q032","text":"Do you need to update payment information or billing details?","options":["Yes","No"],"relevant_classes":["billing","account_management"],"posteriors":{"billing":[0.03,0.82,0.08,0.01,0.01,0.01,0.03,0.01],"other":[0.20,0.05,0.20,0.12,0.08,0.10,0.20,0.05]}},
  {"id":"Q033","text":"Is this issue affecting a new user who has recently started, or an existing user who has used the system before?","options":["New user","Existing user"],"relevant_classes":["onboarding","technical_support"],"posteriors":{"onboarding":[0.05,0.02,0.04,0.03,0.02,0.78,0.05,0.01],"technical":[0.78,0.04,0.05,0.04,0.02,0.03,0.03,0.01]}},
  {"id":"Q034","text":"Are you looking to integrate our product with a third-party tool?","options":["Yes, integration","No"],"relevant_classes":["technical_support","feature_request"],"posteriors":{"technical":[0.68,0.03,0.04,0.18,0.02,0.02,0.02,0.01],"other":[0.15,0.10,0.15,0.12,0.08,0.10,0.25,0.05]}},
  {"id":"Q035","text":"Has this issue resulted in data loss or corruption?","options":["Yes, data affected","No data impact"],"relevant_classes":["technical_support","compliance_legal"],"posteriors":{"technical":[0.75,0.02,0.03,0.03,0.10,0.02,0.04,0.01],"other":[0.20,0.10,0.15,0.10,0.05,0.10,0.25,0.05]}},
  {"id":"Q036","text":"Do you have a specific deadline by which this needs to be resolved?","options":["Yes, there's a deadline","No specific deadline"],"relevant_classes":["technical_support","general_inquiry"],"posteriors":{"urgent":[0.78,0.04,0.05,0.03,0.03,0.02,0.03,0.02],"general":[0.12,0.10,0.12,0.12,0.06,0.08,0.35,0.05]}},
  {"id":"Q037","text":"Are you the account administrator, or a regular user?","options":["Administrator","Regular user"],"relevant_classes":["account_management","technical_support"],"posteriors":{"admin":[0.10,0.08,0.55,0.05,0.08,0.05,0.06,0.03],"user":[0.40,0.08,0.08,0.10,0.03,0.12,0.15,0.04]}},
  {"id":"Q038","text":"Is your question about understanding your current bill or about a future charge?","options":["Current bill","Future charge"],"relevant_classes":["billing","account_management"],"posteriors":{"current":[0.04,0.82,0.06,0.02,0.01,0.01,0.03,0.01],"future":[0.04,0.70,0.12,0.05,0.02,0.02,0.04,0.01]}},
  {"id":"Q039","text":"Does this involve permissions, access levels, or role management?","options":["Yes","No"],"relevant_classes":["account_management","compliance_legal"],"posteriors":{"account":[0.05,0.03,0.72,0.03,0.10,0.03,0.03,0.01],"other":[0.20,0.10,0.05,0.15,0.10,0.10,0.25,0.05]}},
  {"id":"Q040","text":"Are you experiencing slowness or performance issues?","options":["Yes, performance issue","No"],"relevant_classes":["technical_support","general_inquiry"],"posteriors":{"technical":[0.82,0.02,0.03,0.04,0.02,0.02,0.04,0.01],"other":[0.12,0.10,0.15,0.12,0.08,0.10,0.28,0.05]}},
  {"id":"Q041","text":"Does this relate to a regulatory or audit requirement, or to your payment and invoicing process?","options":["Regulatory/audit","Payment/invoicing"],"relevant_classes":["compliance_legal","billing"],"posteriors":{"compliance":[0.03,0.03,0.03,0.02,0.82,0.02,0.03,0.02],"billing":[0.04,0.82,0.04,0.02,0.03,0.01,0.03,0.01]}},
  {"id":"Q042","text":"Is this a general question about our product, or do you need help with a specific issue?","options":["General question","Specific issue"],"relevant_classes":["general_inquiry","technical_support"],"posteriors":{"general":[0.08,0.06,0.08,0.10,0.04,0.08,0.52,0.04],"specific":[0.45,0.10,0.10,0.08,0.05,0.05,0.12,0.05]}},
  {"id":"Q043","text":"Would you like to schedule a training session or product walkthrough?","options":["Yes","No"],"relevant_classes":["onboarding","general_inquiry"],"posteriors":{"onboarding":[0.03,0.02,0.04,0.04,0.02,0.78,0.06,0.01],"other":[0.18,0.10,0.12,0.12,0.08,0.05,0.30,0.05]}},
  {"id":"Q044","text":"Are you evaluating our product for potential purchase or expansion?","options":["Yes, evaluating","No, current customer issue"],"relevant_classes":["general_inquiry","account_management"],"posteriors":{"sales":[0.05,0.08,0.15,0.15,0.03,0.10,0.40,0.04],"support":[0.35,0.10,0.12,0.08,0.05,0.05,0.15,0.10]}},
  {"id":"Q045","text":"Has this problem occurred before, or is this the first time?","options":["Happened before","First time"],"relevant_classes":["technical_support","churn_risk"],"posteriors":{"repeat":[0.70,0.04,0.04,0.03,0.02,0.02,0.03,0.12],"first":[0.75,0.05,0.05,0.05,0.02,0.03,0.04,0.01]}},
  {"id":"Q046","text":"Do you need to download, backup, or export your data from our platform?","options":["Yes","No"],"relevant_classes":["account_management","churn_risk"],"posteriors":{"account":[0.05,0.04,0.60,0.03,0.05,0.02,0.05,0.16],"other":[0.20,0.10,0.10,0.12,0.08,0.10,0.25,0.05]}},
  {"id":"Q047","text":"Is your main goal to get this resolved quickly, or do you need a thorough investigation?","options":["Quick resolution","Thorough investigation"],"relevant_classes":["technical_support","general_inquiry"],"posteriors":{"quick":[0.75,0.05,0.05,0.03,0.02,0.02,0.06,0.02],"thorough":[0.55,0.05,0.08,0.08,0.08,0.03,0.10,0.03]}}
]