Route a support ticket

Pick a queue and an urgency, each with a probability for every option, so low-confidence tickets can go to a person.

Enum
Probabilities

Challenges

Routing needs more than a label. To send unsure tickets to a person, you need to know how sure the model is, so every option comes back with a probability.
The queue must be one of your four names exactly, never Billing team or a category you did not list.
The refund is implied, not asked for in so many words: the customer wants "the second charge back".

import os
from typellm import TypeLLMClient

client = TypeLLMClient(api_key=os.environ["TYPELLM_API_KEY"])
response = client.generate(
    context="Subject: Charged twice this month\n\nHi, I upgraded to the Pro plan on the 3rd and my card was charged twice, $49 each time. I can't find a way to get the second charge back in the billing page. Please help, this is my company card.",
    questions={
      "queue": {
        "type": "string",
        "enum": [
          "billing",
          "technical",
          "account",
          "sales"
        ],
        "instructions": "Which team should handle this ticket?",
        "return_probabilities": True
      },
      "urgency": {
        "type": "string",
        "enum": [
          "low",
          "medium",
          "high"
        ],
        "instructions": "How urgent is it?",
        "return_probabilities": True
      },
      "wants_refund": {
        "type": "boolean",
        "instructions": "Is the customer asking for money back?",
        "return_probabilities": True
      },
      "summary": {
        "type": "string",
        "instructions": "Summarise the problem in one short sentence."
      }
    },
)
print(response)

Time 0.72 s · Cost $0.0000097

Generation(
    result={
        'queue': {
            'value': 'billing',
            'probabilities': {
                'billing': 1,
                'technical': 0,
                'account': 0,
                'sales': 0,
            },
        },
        'urgency': {
            'value': 'high',
            'probabilities': {
                'low': 0.011,
                'medium': 0.075,
                'high': 0.914,
            },
        },
        'wants_refund': {
            'value': True,
            'probabilities': {
                'true': 0.998,
                'false': 0.002,
            },
        },
        'summary': 'Customer was double-charged $49 for a Pro plan upgrade and cannot locate a refund option in the billing page.',
    },
    thinking={},
    usage=Usage(input_tokens=195, thinking_tokens=0),
)