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Mixed Chinese\u002FEnglish notes are supported.\n\n## Outputs\n\n- `serviceBrief`: a multi-line cluster summary suitable for the support brief.\n- `summary`: one-line headline.\n- `nextStep`: recommended next operator action; defaults to escalation guidance when escalation language appears.\n- `details`: structured cluster + escalation data for UI rendering.\n\n## Behavior\n\n- Deterministic keyword bucketing across refund pressure, return pressure, delivery complaints, product quality, bad reviews, and policy disputes.\n- Surfaces explicit escalation triggers when notes mention platform appeal, chargeback, or fraud language.\n- No external network calls, no filesystem writes, no provider dependency.\n- Returns a soft empty bundle when notes are missing instead of inventing 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