Rezept: Ein Support-Ticket triagieren

curl -X POST https://api.fastino.ai/v1/systemone \
  -H "X-API-Key: $FASTINO_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
  "model": "fastino/GLiDE",
  "state": {
    "subject": "Charged twice this month??",
    "plan": "Pro, 14 seats",
    "message": "Our card was billed $1,190 twice on Oct 1. Finance wants it fixed today before they freeze the card. The invoice download button just spins, too."
  },
  "questions": {
    "queue": {
      "type": "choice",
      "instructions": "Which support queue should this ticket go to?",
      "criteria": {
        "billing": "Charges, refunds, and invoices",
        "technical": "Something in the product is broken",
        "account": "Logins, seats, and permissions"
      }
    },
    "urgency": {
      "type": "score",
      "instructions": "How urgent is this ticket?",
      "criteria": [
        "Low: no deadline or business impact",
        "Normal: needs an answer within a few days",
        "High: blocks money or work today",
        "Urgent: an outage or a security incident"
      ]
    },
    "needs_human": {
      "type": "noul",
      "instructions": "Should a person reply instead of an automated assistant?",
      "criteria": {
        "true": "A person should reply",
        "false": "An automated reply is enough"
      }
    }
  }
}'

{
  "model": "glide_v2",
  "answers": {
    "queue": {
      "type": "choice",
      "choice": "billing",
      "confidence": 0.993,
      "probabilities": {
        "billing": 0.996,
        "technical": 0.004,
        "account": 0.0
      }
    },
    "urgency": {
      "type": "score",
      "score": 2,
      "expected_level": 2.001,
      "confidence": 0.991,
      "probabilities": {
        "0": 0.0,
        "1": 0.002,
        "2": 0.994,
        "3": 0.004
      },
      "legend": {
        "0": "Low: no deadline or business impact",
        "1": "Normal: needs an answer within a few days",
        "2": "High: blocks money or work today",
        "3": "Urgent: an outage or a security incident"
      }
    },
    "needs_human": {
      "type": "noul",
      "noul": 0.987,
      "confidence": 0.974
    }
  },
  "usage": {
    "input_tokens": 422,
    "output_tokens": 0
  }
}

import os
import requests

response = requests.post(
    "https://api.fastino.ai/v1/systemone",
    headers={"X-API-Key": os.environ["FASTINO_API_KEY"]},
    json=body,  # the request body above
    timeout=300,
)
response.raise_for_status()
answers = response.json()["answers"]

queue = answers["queue"]
urgency = answers["urgency"]["score"]
needs_human = answers["needs_human"]["noul"] >= 0.5

if queue["confidence"] < 0.7:
    queue_name = "general"  # let a person pick the queue
else:
    queue_name = queue["choice"]

priority = {0: "low", 1: "normal", 2: "high", 3: "urgent"}[urgency]
assign(ticket, queue=queue_name, priority=priority, auto_reply=not needs_human)