Text decisions

{
  "state": {
    "channel": "email",
    "plan": "Team, annual",
    "message": "Hey, the export button on the reports page threw an error twice today. Not asking for a refund, I just want it fixed since we rely on this for our weekly report."
  },
  "questions": {
    "team": {
      "type": "choice",
      "instructions": "Which team should handle this ticket?",
      "criteria": {
        "billing": "Payments, invoices, refunds, subscriptions.",
        "technical": "Bugs, errors, outages, integration problems.",
        "sales": "Pricing questions, upgrades, new purchases.",
        "other": "Anything that fits none of the above."
      }
    },
    "wants_refund": { "type": "noul", "instructions": "Is the customer asking for a refund?" },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is this for the customer?",
      "criteria": [
        "No time pressure.",
        "Wants it soon, but work is not blocked.",
        "Work is blocked or a deadline is at risk."
      ]
    }
  }
}

team = answers["team"]
if team["confidence"] < 0.6:
    queue = "triage"                    # not sure: a person looks at it
else:
    queue = team["choice"]

priority = "high" if answers["urgency"]["score"] >= 1.5 else "normal"

{
  "state": {
    "policy": "Agents must not promise a delivery date. They may say when the order was shipped and link to tracking.",
    "draft_reply": "Thanks for your patience! Your order shipped on Monday and will definitely arrive by Friday."
  },
  "questions": {
    "violates_policy": {
      "type": "noul",
      "instructions": "Does `draft_reply` break `policy`?",
      "criteria": {
        "true": "The reply states or promises a date or day by which the order will arrive.",
        "false": "The reply gives no arrival date; it may mention the shipping date or tracking."
      }
    }
  }
}

if answers["violates_policy"]["noul"] > 0.5:
    send_back_for_rewrite(draft_reply)

{
  "state": {
    "service": "checkout-api",
    "alert": "p99 latency above 2 s for 12 minutes",
    "error_rate": "0.4%",
    "region": "eu-west-1",
    "recent_deploy": "38 minutes ago"
  },
  "questions": {
    "severity": {
      "type": "score",
      "instructions": "How severe is this alert?",
      "criteria": [
        "Informational. Nothing for anyone to do.",
        "Minor. Look at it during working hours.",
        "Serious. Customers notice; act today.",
        "Critical. Page the on-call engineer now."
      ]
    }
  }
}

severity = answers["severity"]
if severity["probabilities"]["3"] > 0.5:
    page_on_call()
elif severity["score"] >= 1.5:
    open_ticket()

{
  "state": "Loved the new dashboard, but the mobile app logs me out every hour and support took three days to reply.",
  "questions": {
    "mentions_ui": { "type": "noul", "instructions": "Does the review talk about the interface or design?" },
    "mentions_bug": { "type": "noul", "instructions": "Does the review report a bug or malfunction?" },
    "mentions_support": { "type": "noul", "instructions": "Does the review talk about customer support?" },
    "mentions_price": { "type": "noul", "instructions": "Does the review talk about price or billing?" }
  }
}

tags = [name for name, a in answers.items() if a["noul"] >= 0.5]

import os
import requests

QUESTIONS = {
    "intent": {
        "type": "choice",
        "instructions": "What does the user want?",
        "criteria": {
            "cancel": "To cancel a subscription or an order.",
            "status": "To know the status of an order or a request.",
            "complaint": "To complain about a product or a service.",
            "other": "Anything else.",
        },
    }
}


def label(messages):
    response = requests.post(
        "https://api.openinstinct.dev/v1/systemone/batch",
        headers={"Authorization": f"Bearer {os.environ['OPENINSTINCT_API_KEY']}"},
        json={"requests": [{"state": m, "questions": QUESTIONS} for m in messages]},
        timeout=300,
    )
    response.raise_for_status()
    return [
        None if "error" in r else (r["answers"]["intent"]["choice"], r["answers"]["intent"]["confidence"])
        for r in response.json()["responses"]
    ]