{"id":"agent-cs-cancellation-save-offers","audience":"customer-support","category":"agents","track":"agents","technique":"constraints","title":"Brief a support agent to handle cancellations by the rules","free":false,"task":"You want an AI agent to handle this week's cancellation requests. Write its brief: offer one free month only to customers with 12 or more months of tenure who cancel over price, send anyone cancelling over a bug to tier2 with escalate, schedule the cancellation for the end of the billing period for everyone else, never offer more than one free month and never delete data. Output exactly 5 numbered plain-text lines: one per request in order, then DONE.","materialLabel":"Cancellation requests and actions (attached to your prompt automatically)","material":"Cancellation requests - Tallyhub (Nov 6)\n\nX1 - Rosa Patel, customer for 26 months: \"Honestly it's just too expensive for us now.\"\nX2 - Derek Fong, customer for 4 months: \"Too pricey, found something cheaper.\"\nX3 - Amira Saleh, customer for 18 months: \"Invoices keep failing to sync with our bank since the last update. We can't run our business like this.\"\nX4 - Paul Weber, customer for 31 months: \"We're closing the company at year end. Please cancel and delete everything.\"\n\nBilling periods all end Nov 30.\nLast month a rep offered 3 free months to keep a customer. Finance flagged it.\n\nAvailable actions:\noffer_free_month(customer)\noffer_discount(customer, percent)\nescalate(customer, team)\nschedule_cancellation(customer, date)\ndelete_account_data(customer)\nDONE(summary)","rules":[{"type":"numberedItems","count":5},{"type":"plainText"}],"promptHints":[{"label":"Gives the tenure rule","patterns":["12 months","tenure","a year"]},{"label":"Routes bugs","patterns":["bug","tier ?2","escalat"]},{"label":"Schedules, doesn't delete","patterns":["schedule","end of","nov(ember)? 30","delet"]},{"label":"Caps the offer","patterns":["one free month","discount","never offer"]},{"label":"Shows the action-log format","patterns":["action:","action log","numbered","\\b1\\.","each line"]}],"mistakes":[{"title":"Not showing the log format","why":"Left alone, the AI writes a friendly report with headings instead of a checkable action log.","fix":"Show it literally: \"Format every line like 1. ACTION: tool(args), then ASK_HUMAN: and DONE: lines. Plain text.\"","checks":["numberedItems","plainText"]},{"title":"Not giving the save rule","why":"The AI offers a deal to everyone who mentions price.","fix":"Add: \"One free month only for 12+ months tenure cancelling over price.\"","checks":["r0"]},{"title":"No rule for bugs or deletions","why":"The AI treats a bug like a price complaint and deletes data because the customer asked.","fix":"Add: \"Bugs: escalate to tier2. Never delete data. Schedule cancellation for Nov 30.\"","checks":["r1"]},{"title":"No cap on offers","why":"The AI improvises bigger discounts to save the account.","fix":"Add: \"Never offer more than one free month or any discount.\"","checks":["r2"]}],"hint":"Save offers cost money and deletions can't be undone. Give the agent the exact offer rule, the bug route and the default for everyone else.","rubricLabels":["X1 (26 months, price) gets offer_free_month, and X2 (4 months) does not; X2's cancellation is scheduled for Nov 30","X3 (sync bug) is escalated to tier2, and X4 is scheduled for cancellation on Nov 30 with no delete_account_data line","There is no offer_discount line, and the last line is a DONE line"]}