Triage Support Tickets with System One

import os
import requests

SYSTEM_ONE_URL = "https://platform.ai.gloo.com/ai/v2/systemone"

QUESTIONS = {
    "category": {
        "type": "choice",
        "instructions": "Which team should handle this ticket?",
        "criteria": {
            "billing": "Payments, invoices, refunds, or charges.",
            "technical": "Bugs, errors, or how the product works.",
            "account": "Login, profile, or account settings.",
            "other": "Anything that fits none of the other teams.",
        },
    },
    "wants_refund": {
        "type": "noul",
        "instructions": "The customer is asking for their money back.",
    },
}

const SYSTEM_ONE_URL = "https://platform.ai.gloo.com/ai/v2/systemone";

const QUESTIONS = {
  category: {
    type: "choice",
    instructions: "Which team should handle this ticket?",
    criteria: {
      billing: "Payments, invoices, refunds, or charges.",
      technical: "Bugs, errors, or how the product works.",
      account: "Login, profile, or account settings.",
      other: "Anything that fits none of the other teams.",
    },
  },
  wants_refund: {
    type: "noul",
    instructions: "The customer is asking for their money back.",
  },
};

def decide(ticket: str, customer_tier: str) -> dict:
    resp = requests.post(
        SYSTEM_ONE_URL,
        headers={"Authorization": f"Bearer {os.environ['GLOO_API_KEY']}"},
        json={
            "state": {"ticket": ticket, "customer_tier": customer_tier},
            "questions": QUESTIONS,
        },
        timeout=30,
    )
    if not resp.ok:
        raise RuntimeError(f"System One returned {resp.status_code}: {resp.text}")
    return resp.json()

async function decide(ticket: string, customerTier: string) {
  const resp = await fetch(SYSTEM_ONE_URL, {
    method: "POST",
    headers: {
      Authorization: `Bearer ${process.env.GLOO_API_KEY}`,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      state: { ticket, customer_tier: customerTier },
      questions: QUESTIONS,
    }),
  });
  if (!resp.ok) {
    throw new Error(`System One returned ${resp.status}: ${await resp.text()}`);
  }
  return resp.json();
}

result = decide("I was charged twice for my subscription this month.", "pro")
answers = result.get("answers", {})

category = answers.get("category", {}).get("choice")
category_p = answers.get("category", {}).get("probabilities", {}).get(category)
refund_p = answers.get("wants_refund", {}).get("noul")

print(result.get("model"), category, category_p, refund_p)

const result = await decide("I was charged twice for my subscription this month.", "pro");
const answers = result.answers ?? {};

const category: string | undefined = answers.category?.choice;
const categoryP: number | undefined =
  category === undefined ? undefined : answers.category?.probabilities?.[category];
const refundP: number | undefined = answers.wants_refund?.noul;

console.log(result.model, category, categoryP, refundP);

THRESHOLD = 0.9

def route(result: dict) -> dict:
    answers = result.get("answers", {})
    category = answers.get("category", {}).get("choice")
    category_p = answers.get("category", {}).get("probabilities", {}).get(category)
    refund_p = answers.get("wants_refund", {}).get("noul")

    # A missing value goes to a person, never through automatically.
    if category is None or category_p is None or category == "other" or category_p < THRESHOLD:
        queue = "human-review"
    else:
        queue = category
    if refund_p is None:
        refund = "check"
    elif refund_p >= THRESHOLD:
        refund = "flag"
    elif refund_p >= 0.5:
        refund = "check"
    else:
        refund = "none"
    return {"queue": queue, "refund": refund, "model": result.get("model")}

print(route(result))

const THRESHOLD = 0.9;

function route(result: any) {
  const answers = result.answers ?? {};
  const category: string | undefined = answers.category?.choice;
  const categoryP: number | undefined =
    category === undefined ? undefined : answers.category?.probabilities?.[category];
  const refundP: number | undefined = answers.wants_refund?.noul;

  // A missing value goes to a person, never through automatically.
  const queue =
    typeof category === "string" &&
    typeof categoryP === "number" &&
    category !== "other" &&
    categoryP >= THRESHOLD
      ? category
      : "human-review";
  const refund =
    typeof refundP !== "number" ? "check" : refundP >= THRESHOLD ? "flag" : refundP >= 0.5 ? "check" : "none";
  return { queue, refund, model: result.model };
}

console.log(route(result));