{
  "$format": "thethinkloop.template/v1",
  "slug": "automate-or-review",
  "title": "Automate or review",
  "decides": "Whether a request is safe to resolve automatically or needs a person.",
  "question": {
    "name": "decision",
    "type": "predicate",
    "instructions": "Can this request be resolved automatically without a person?"
  },
  "evidenceChecks": [
    {
      "name": "factor_1",
      "label": "Simple request",
      "type": "predicate",
      "instructions": "This is a simple question or routine account change."
    },
    {
      "name": "factor_2",
      "label": "Legal or chargeback risk",
      "type": "predicate",
      "instructions": "The customer mentions a chargeback, bank dispute, or legal action."
    },
    {
      "name": "factor_3",
      "label": "Negative sentiment",
      "type": "predicate",
      "instructions": "The customer expresses frustration or dissatisfaction."
    }
  ],
  "inputs": [
    {
      "name": "message",
      "type": "string",
      "required": true,
      "description": "The customer's message, verbatim. Include the subject line if there is one."
    },
    {
      "name": "available_automations",
      "type": "string[]",
      "required": true,
      "description": "What your automation can actually do, e.g. password resets, invoice copies, order status."
    }
  ],
  "expectedOutput": "A probability from 0 to 1 that the request can be resolved automatically, plus one probability per evidence check.",
  "examples": [
    {
      "title": "A password reset",
      "input": "How do I reset my password? I can't find the reset link.",
      "expected": "Yes"
    },
    {
      "title": "A disputed charge with a chargeback threat",
      "input": "I've been charged for a plan I cancelled, this is the second time, and I want a refund or I'll file a chargeback.",
      "expected": "No"
    }
  ],
  "startingPolicy": {
    "automateAt": 0.92,
    "abstainBelow": 0.6,
    "note": "A starting point for exploration, not a recommendation. Calibrate against your own labeled examples."
  }
}