Turn Triage Decisions Into Validated Structure

Today's Goals

1. Define ticket triage as testable fields and enums.
2. Distinguish valid structure from correct judgment.
3. Test missing fields, unknown labels, and unsupported conclusions.

A support team may eventually move a model result into a queue. A paragraph is readable but difficult to validate consistently. A JSON object can carry the same decision in explicit fields. The critical lesson is that a parseable object is only the first gate.

Plain-Language Walkthrough

Design the smallest useful contract

Start with the decision the reviewer needs. Give every result the original ticket ID, one allowed category, one urgency value, a short evidence quote, and a review flag. Add an optional note for uncertainty. Avoid a field called “confidence” unless you define how it is calibrated and used. A model-produced decimal can look scientific while having no tested relation to actual error rates. A clear boolean review flag with a reason is more actionable at this stage.

A conceptual result might look like this:

{
  "ticket_id": "NM-004",
  "category": "other",
  "urgency": "needs-human-review",
  "evidence_quote": "The lid cracked and I also want a refund",
  "review_required": true,
  "review_reason": "Two issues and no verified order record"
}

The same keys work for Chinese tickets; do not translate machine field names differently by locale. Translate explanatory values only when the downstream reviewer expects that. Keep category values stable so a branch can test them. An empty quote is not equivalent to “no evidence required.” Decide whether missing evidence rejects the result or forces manual review. Write the policy before running the model.

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