Ticket #967 trace

Input snapshot

Hey there

Output payload

{
  "source": "llm_intent",
  "status": "awaiting_customer",
  "category": "other",
  "priority": "normal",
  "route": "clarify",
  "current_layer": "triage",
  "confidence": 0.95,
  "decision": "clarify",
  "reply": "Hello! Welcome to AI Passport Photo support. How can we assist you with your passport or visa photo needs today?",
  "reasoning_summary": "Vague greeting with no clear intent or request.",
  "input_snapshot": "Hey there",
  "tags": [
    "greeting",
    "intro",
    "low_information"
  ]
}

Input snapshot

What is your refund processing time?

Output payload

{
  "source": "public_knowledge_llm",
  "status": "awaiting_customer",
  "category": "policy",
  "priority": "normal",
  "route": "knowledge_answer",
  "current_layer": "triage",
  "confidence": 0.9,
  "decision": "knowledge_answer",
  "reply": "We offer a 100% money-back guarantee if your passport photo is rejected for compliance reasons. Refund disputes are reviewed by our human support team before a final decision is made.",
  "reasoning_summary": "The knowledge specifies a money-back guarantee on rejected photos and mentions human review of refund disputes but does not state exact processing times.",
  "input_snapshot": "What is your refund processing time?",
  "tags": [
    "refund",
    "money-back-guarantee",
    "passport-photo",
    "support"
  ]
}