cross-border-customer-service-brief

Cross-border Customer Service Brief

Cluster refund, return, complaint, and bad-review notes into a daily support brief with response guidance and escalation hints.

When to use

• The cross-border daily-customer-service-sweep workflow is enabled.
• The user pastes daily support/refund/return/bad-review notes and wants a focused triage brief.

Inputs

• serviceNotes (string, required): one observation per line. Mixed Chinese/English notes are supported.

Outputs

• serviceBrief: a multi-line cluster summary suitable for the support brief.
• summary: one-line headline.
• nextStep: recommended next operator action; defaults to escalation guidance when escalation language appears.
• details: structured cluster + escalation data for UI rendering.

Behavior

• Deterministic keyword bucketing across refund pressure, return pressure, delivery complaints, product quality, bad reviews, and policy disputes.
• Surfaces explicit escalation triggers when notes mention platform appeal, chargeback, or fraud language.
• No external network calls, no filesystem writes, no provider dependency.
• Returns a soft empty bundle when notes are missing instead of inventing findings.