客服工单分流

把“分流”缩到一个可撤销动作

先由代码确认工单所属账户、订单和配送记录。Choice 只建议首接团队；若同一消息还要求退款，单一首接标签不能覆盖退款诉求。先为每个诉求建可追踪的记录，再由规则或人工决定动作。

三个必须测的边界样本

1. 没有订单号：请求补充信息
2. 配送投诉同时提到重复扣款：拆单或人工
3. 客服改派三次：检查候选定义与人工标签

示例请求

这是设计草案，不是 Jev 的实际回答或准确率测试。

{
  "state": "My parcel says delivered, but nothing arrived.",
  "model": "jev-latest",
  "questions": {
    "decision": {
      "type": "choice",
      "instructions": "Which team should handle this customer request?",
      "criteria": {
        "shipping": "Delivery, tracking, or missing package",
        "billing": "Payment, charge, or subscription",
        "technical": "Product bug or integration failure",
        "other": "None of the above"
      }
    }
  }
}

边界与回退

先核对订单事实；不要凭分类结果直接退款。