Context Brief: Customer Support

content/demos/support-context-demo.json

{
  "raw_materials": {
    "key_facts": [
      {
        "label": "Order",
        "value": "#48213"
      },
      {
        "label": "Customer since",
        "value": "2019"
      },
      {
        "label": "Broken promises",
        "value": "2"
      },
      {
        "label": "Days open",
        "value": "14"
      }
    ],
    "ticket_thread": [
      {
        "from": "Dana Ellery",
        "when": "14 days ago",
        "body": "Hi, my order (#48213) arrived with the shelf bracket cracked. Could you send a replacement? Also, is the Elmwood shelf back in stock in oak? Thinking of ordering a second one."
      },
      {
        "from": "Support (agent: R.)",
        "when": "13 days ago",
        "body": "So sorry about that, Dana! I've logged a replacement bracket, it'll go out within 3-5 working days. Oak Elmwood is back in stock, hope you love it."
      },
      {
        "from": "Dana Ellery",
        "when": "6 days ago",
        "body": "Still nothing here, no bracket, no email, nothing. This is the second time I've had to chase. I've been ordering from you since 2019 and this is getting frustrating."
      },
      {
        "from": "Support (agent: J.)",
        "when": "6 days ago",
        "body": "Apologies for the delay, I can see the note on file. I've escalated to our warehouse team, you should hear back within 48 hours."
      },
      {
        "from": "Dana Ellery",
        "when": "today",
        "body": "It's now been 6 days since the '48 hours' and I've heard nothing. At this point I just want a refund for the bracket-side of the order, not another promise. I still want to keep the rest of the order, the shelf itself is fine. And could someone actually confirm it this time instead of just saying sorry?"
      }
    ],
    "policy_excerpt": [
      "Damaged or faulty items reported within 30 days of delivery are eligible for a free replacement part, a full replacement item, or a refund for the affected component, at the customer's choice. Replacement parts are dispatched within 3-5 working days of the request being logged.",
      "Where a replacement has already been promised and not fulfilled within the stated window, agents may offer a refund for the affected component as an alternative to a further replacement attempt, without requiring further escalation approval, provided the original fault report is on file.",
      "Goodwill gestures (partial refunds, discount codes, expedited shipping) beyond the above are at agent discretion up to \u00a315 in value; anything above that requires team lead sign-off."
    ],
    "tone_guide": {
      "do": [
        "Warm but not overfamiliar",
        "Acknowledge the specific frustration, not just \"sorry for the inconvenience\"",
        "Always confirm the concrete next step and a timeframe",
        "Take ownership even if a previous agent dropped the ball"
      ],
      "dont": [
        "Never blame the customer or a previous agent by name",
        "Don't repeat a promise that's already been broken without a change of substance",
        "Avoid corporate hedging (\"as per policy\", \"unfortunately we are unable\")"
      ]
    }
  },
  "presets": [
    {
      "id": "none",
      "label": "No curation",
      "summary": "The raw ticket thread, policy document and tone guide, handed over as-is with no framing.",
      "brief": "No brief. The model was given the full ticket thread, the full policy excerpt and the full tone guide, unedited, with the instruction \"reply to the customer.\"",
      "response": "Hi Dana, thank you for contacting us. I'm sorry to hear about the issue with your order. As per our policy, damaged items reported within 30 days are eligible for a replacement or a refund, so please just let us know which you'd prefer and we'll get that processed for you. We also have the Elmwood shelf back in stock in oak if you'd like to place a new order! Let us know if you need anything else.",
      "critique": "Offers a replacement again, the thing already promised and broken twice. Doesn't acknowledge the two missed follow-ups. Pulls in the irrelevant restock question from 14 days ago. Opens with corporate hedging (\"as per policy\") the tone guide explicitly rules out.",
      "annotations": [
        {
          "id": "n1",
          "type": "gap",
          "label": "The ticket thread shows two broken promises, 13 days ago and 6 days ago.",
          "response_span": "let us know which you'd prefer and we'll get that processed for you"
        },
        {
          "id": "n2",
          "type": "gap",
          "label": "Dana explicitly asked for a refund only, not another replacement.",
          "response_span": "eligible for a replacement or a refund"
        },
        {
          "id": "n3",
          "type": "gap",
          "label": "The tone guide rules out corporate hedging like \"as per policy.\"",
          "response_span": "As per our policy"
        },
        {
          "id": "n4",
          "type": "gap",
          "label": "The restock question is 14 days old and unrelated to today's complaint.",
          "response_span": "We also have the Elmwood shelf back in stock in oak if you'd like to place a new order!"
        }
      ]
    },
    {
      "id": "partial",
      "label": "Partial curation",
      "summary": "The refund request is resolved correctly, but nothing about the history or tone is carried forward.",
      "brief": "Situation: Dana wants a refund for the bracket component of order #48213, not another replacement. Policy: a refund is allowed here without further escalation, since a replacement was already promised and not fulfilled.",
      "response": "Hi Dana, I've processed a refund for the bracket component of order #48213. This will appear on your original payment method within 5-7 business days. The rest of your order remains as is. Let me know if you have any other questions.",
      "critique": "Gets the policy call right and confirms a concrete next step, which is real progress. But it reads as though this is the first contact: no acknowledgement of the two broken promises, no ownership of the delay. Correct outcome, thin on the thing she was actually angry about.",
      "annotations": [
        {
          "id": "p1",
          "type": "pair",
          "brief_line": "Dana wants a refund for the bracket component of order #48213, not another replacement.",
          "response_span": "I've processed a refund for the bracket component of order #48213."
        },
        {
          "id": "p2",
          "type": "pair",
          "brief_line": "a refund is allowed here without further escalation",
          "response_span": "This will appear on your original payment method within 5-7 business days."
        },
        {
          "id": "p3",
          "type": "gap",
          "label": "The brief says nothing about the two broken promises, so the response never acknowledges them, even the sign-off is generic.",
          "response_span": "Let me know if you have any other questions."
        }
      ]
    },
    {
      "id": "full",
      "label": "Full curation",
      "summary": "The ambiguity is resolved, the history is named, and the tone requirements are stated explicitly.",
      "brief": "Situation: Dana Ellery (order #48213) was promised a replacement bracket twice, 13 days ago and 6 days ago, and has received neither the part nor a confirmation. She now wants a refund for the bracket only and wants to keep the rest of the order. What to do: Approve the refund for the bracket component (within policy for a broken replacement promise, no escalation needed). Do not offer a further replacement attempt. Confirm the refund with a concrete timeframe. Unrelated: The Elmwood shelf restock question from her first message isn't part of this request, ignore it unless she raises it again. Tone: Own the two missed follow-ups without naming the previous agents. Warm, direct, no hedging language. End with a specific, confirmed next step, not another promise to \"escalate.\"",
      "response": "Hi Dana, you're right to be frustrated. We promised a replacement bracket twice, thirteen days ago and again six days ago, and neither time did it actually happen. I'm not going to ask you to wait on a third attempt. I've processed a refund for the bracket component of order #48213; it'll land back on your original payment method within 5-7 business days, and the rest of your order stays exactly as it is. That's done, not another promise to escalate. Thank you for sticking with us since 2019, and sorry it took this long to get right.",
      "critique": "Owns the two missed follow-ups without naming anyone. Resolves the actual request, a refund on the bracket only, with a firm timeframe. No hedging, no re-offering the thing that already failed twice, no irrelevant upsell.",
      "annotations": [
        {
          "id": "f1",
          "type": "pair",
          "brief_line": "was promised a replacement bracket twice, 13 days ago and 6 days ago",
          "response_span": "We promised a replacement bracket twice, thirteen days ago and again six days ago, and neither time did it actually happen."
        },
        {
          "id": "f2",
          "type": "pair",
          "brief_line": "Do not offer a further replacement attempt.",
          "response_span": "I'm not going to ask you to wait on a third attempt."
        },
        {
          "id": "f3",
          "type": "pair",
          "brief_line": "Approve the refund for the bracket component",
          "response_span": "I've processed a refund for the bracket component of order #48213; it'll land back on your original payment method within 5-7 business days"
        },
        {
          "id": "f4",
          "type": "pair",
          "brief_line": "Own the two missed follow-ups without naming the previous agents.",
          "response_span": "Thank you for sticking with us since 2019, and sorry it took this long to get right."
        }
      ]
    }
  ]
}