{"id":"cx-bill-increase-explained-lines","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Explain a bill increase with the arithmetic and no excuses","free":false,"task":"Explain the bill increase to the customer in exactly three lines starting \"Old:\", \"New:\" and \"Why:\". Show each total as a sum, like \"$35 + $5 - $10 = $30\". Do not mention taxes. Why names both causes and one step she can take. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CUSTOMER: Dolores Park wrote: \"My bill went from $30 to $42. Did you raise taxes or what?\"\n\nBILL DETAIL\nSeptember: plan $35 + line fee $5 - promo credit $10 = $30.\nOctober: plan $35 + line fee $5 + paper bill fee $2 = $42. (The promo credit ended after 12 months, on Oct 1. The $2 paper bill fee started Oct 1 for customers who get a paper bill.)\nTaxes: unchanged, included in the plan price.\n\nHOW TO AVOID THE FEE: switch to the e-bill in the app (Account > Billing > Paperless). The fee is removed from the next bill. The promo credit cannot be renewed.\n\nAgent comment: 'Tell her it's mostly taxes and regulatory costs.' (Wrong.)","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Blaming taxes","why":"The agent comment and the customer's question point to taxes.","fix":"Add: \"Do not mention taxes.\"","checks":["r2"]},{"title":"Naming only one cause","why":"The AI mentions the promo ending and forgets the paper fee.","fix":"Say: \"Why: both causes, then one step she can take.\"","checks":["r2"]},{"title":"No arithmetic","why":"The AI states only the totals.","fix":"Say: \"Show each total as a sum.\"","checks":["r1","r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Asks for sums","patterns":["sum","\\$35 \\+","show"]},{"label":"Bans taxes","patterns":["do not mention taxes","no taxes"]}],"hint":"Bill explanations should show the arithmetic and name every cause. Give the labels, the sum format and the topics to avoid.","rubricLabels":["The output is exactly three lines starting Old:, New: and Why:","Old shows $35 + $5 - $10 = $30 and New shows $35 + $5 + $2 = $42","Why names both causes (the $10 promo credit ended and the $2 paper bill fee started) and the step to switch to e-bill, and nothing mentions taxes"]}