{
  "schemaVersion": "1.0.0",
  "rubricId": "decivo-support-intent-v1",
  "status": "frozen",
  "frozenAt": "2026-09-20",
  "task": "Assign exactly one primary intent label to each short customer-support message.",
  "authorship": "The cases are AI-authored original synthetic text and AI-reviewed against this rubric. No human or expert labeling is claimed, and the cases are not real traffic.",
  "labels": [
    {
      "name": "refund",
      "description": "The user asks for money to be returned, a charge to be reversed, or a purchase-related refund.",
      "includeWhen": [
        "The non-negated request is a refund or reversal of a charge.",
        "A refund request appears alongside a lower-priority account, technical, product, or complaint signal."
      ],
      "excludeWhen": [
        "A refund is explicitly negated and no refund is requested.",
        "The user only asks about refund policy without requesting information about an active refund; use product_inquiry for that policy question."
      ]
    },
    {
      "name": "technical_support",
      "description": "The user needs help diagnosing or fixing an active software, device, integration, or service malfunction.",
      "includeWhen": [
        "The message reports a crash, error, failed action, freeze, blank screen, sync failure, or similar malfunction.",
        "The user asks to troubleshoot or check a malfunction."
      ],
      "excludeWhen": [
        "A technical problem is only background to a higher-priority refund or account request.",
        "The user explicitly negates a troubleshooting request and asks about product capability instead."
      ]
    },
    {
      "name": "account_issue",
      "description": "The user needs help with account access, credentials, security, profile details, login identity, or account administration.",
      "includeWhen": [
        "The message concerns sign-in, verification, password recovery, lockout, login email, or account profile changes.",
        "An account-access request appears alongside a lower-priority technical, product, or complaint signal."
      ],
      "excludeWhen": [
        "The account reference is only background to a higher-priority refund request.",
        "The account-related request is explicitly negated and no other account action is requested."
      ]
    },
    {
      "name": "product_inquiry",
      "description": "The user asks what a product, plan, feature, policy, eligibility rule, or coverage option offers or supports.",
      "includeWhen": [
        "The message asks whether a plan or product includes a feature or capability.",
        "A concrete product question appears alongside dissatisfaction without a higher-priority action request."
      ],
      "excludeWhen": [
        "The user reports an active malfunction and asks for troubleshooting.",
        "The product or feature question is explicitly negated."
      ]
    },
    {
      "name": "complaint",
      "description": "The user expresses nonspecific dissatisfaction and provides no more actionable supported request.",
      "includeWhen": [
        "The message communicates frustration, disappointment, poor service, or an unacceptable experience without a concrete request.",
        "Multiple dissatisfaction statements are present but the user says there is no specific request."
      ],
      "excludeWhen": [
        "The message includes a non-negated refund, account, technical, or product request; use that higher-priority label.",
        "The dissatisfaction is only a greeting, thanks, or unrelated out-of-scope message; use other."
      ]
    },
    {
      "name": "other",
      "description": "A greeting, thanks-only message, or out-of-scope message with none of the five supported intents.",
      "includeWhen": [
        "The message contains no supported intent after applying negation and primary-intent rules.",
        "The message is a greeting, thanks, or unrelated request."
      ],
      "excludeWhen": [
        "A supported intent is present alongside a greeting, thanks, or unrelated text.",
        "The message expresses dissatisfaction without an actionable request; use complaint."
      ]
    }
  ],
  "decisionRules": {
    "singleLabel": "Return exactly one label from labels.name for every case.",
    "requestScope": "Consider actual non-negated requests and reported needs in the full message. Treat explicitly negated requests as absent.",
    "primaryIntentTiePolicy": {
      "rule": "When multiple supported intents remain, choose the first applicable label in this priority order.",
      "priorityOrder": [
        "refund",
        "account_issue",
        "technical_support",
        "product_inquiry",
        "complaint"
      ]
    },
    "negation": "Do not count an intent that the user explicitly rejects, such as 'I don't need a refund'. Classify any remaining non-negated request or reported need.",
    "otherFallback": "Use other only when no supported label applies after considering non-negated content. Greetings or unrelated text do not override a supported intent elsewhere in the same message.",
    "complaintBoundary": "Use complaint for nonspecific dissatisfaction only when no more actionable supported request remains.",
    "language": "Classify the message as written. Dataset translations are review annotations and are excluded from provider prompts.",
    "annotationPolicy": "Providers receive case.text plus this shared rubric. Expected labels, strata, rationales, language metadata, translations, and IDs are row-level gold annotations and must not be included in model prompt text."
  },
  "rowSchema": {
    "requiredFields": [
      "id",
      "text",
      "expectedLabel",
      "stratum",
      "language",
      "rationale"
    ],
    "optionalFields": [
      "translation"
    ],
    "id": "Unique string identifier.",
    "text": "Original synthetic message sent to a provider.",
    "expectedLabel": "One of labels.name.",
    "stratum": "One of simple, medium, boundary, multi_intent, or negation.",
    "language": "ISO 639-1 language code for text.",
    "translation": "English annotation for non-English text only; never prompt content.",
    "rationale": "Short English annotation explaining the expected label under this rubric."
  }
}