The decision
A noul question for each rule of your returns policy that depends on what the customer wrote: "the customer reports damage or a wrong item", "the item was used", "the customer asks for a replacement rather than a refund". Then a choice over the next step: refund, replacement, ask for photos, or pass to a specialist. The model prepares the case; a person decides it.
How to build it
- Write each rule of your policy as one plain condition, in the words your agents use.
- Check dates, amounts and order history with code, not with the model, and put the results in the state next to the customer's message.
- Ask the questions when a request arrives, and attach the answers to the ticket.
- Show the agent the suggested step and each rule's probability, with one button to approve it and one to change it.
- Track how often agents change the suggestion, rule by rule.
Make it better
The rules agents overrule most are usually the ones your policy words badly: rewrite them, and fine-tune on the corrected cases. Refunds stay a person's decision, however good the model gets.