{"id":"cx-chatbot-handoff-rules-pet","audience":"customer-support","category":"support-work","technique":"constraints","track":"support","level":"intermediate","title":"Write five hand-off rules for a pet-store chatbot","free":false,"task":"Write exactly 5 numbered hand-off rules for the store's chatbot, one per past failure that must never repeat. Format each line like: 1. If the customer ..., hand off to a human and tag it TAG. Use these tags: REFUND, PET-HEALTH, PRICE, ABUSE, SAFETY. Plain text, each line under 28 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CHATBOT INCIDENT REVIEW, Whiskers & Co. pet supply (October)\n\n1. Bot told a customer a damaged bag of dog food would be 'fully refunded and replaced free'. Policy: only a human can approve refunds.\n2. A customer asked what to give a puppy with vomiting. Bot suggested a bland diet and a dose of an over-the-counter medicine. We do not give pet health advice; customers should call a vet.\n3. Bot quoted a price of $12.99 for cat litter that was $18.99 (cached from a sale last year). Customer demanded the price at checkout.\n4. A customer typed 'you idiots lost my order, I will find you' and the bot kept chatting about shipping.\n5. A customer said their dog ate a chew toy they bought and is gasping. Bot replied with return instructions.\n\nAlso noted: the bot was friendly in 140 of 150 chats, no change needed there. Tags used by the helpdesk: REFUND, PET-HEALTH, PRICE, ABUSE, SAFETY.","rules":[{"type":"numberedItems","count":5},{"type":"plainText"}],"mistakes":[{"title":"Mixing up the tags","why":"The AI picks the wrong tag, or uses PET-HEALTH for the emergency.","fix":"Pair them: \"Emergency = SAFETY, advice = PET-HEALTH.\"","checks":["r1","r2"]},{"title":"Not showing the line format","why":"The AI writes paragraphs of advice.","fix":"Show it: \"1. If the customer ..., hand off to a human and tag it REFUND.\"","checks":["r0"]},{"title":"Adding rules for the happy chats","why":"The AI pads the list with a rule about friendliness.","fix":"Say: \"One rule per failure, 5 only.\"","checks":["numberedItems"]},{"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"]}],"promptHints":[{"label":"Fixes the number of lines","patterns":["\\b\\d+\\b.{0,15}(lines|items|numbered)","numbered","exactly \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Shows the line format","patterns":["1\\.","if the customer","hand off"]},{"label":"Lists the tags","patterns":["refund","pet-health","safety"]}],"hint":"Show the AI the exact line format and the tag list, and tell it to cover one failure per rule.","rubricLabels":["Output has exactly 5 numbered rules and each rule contains \"hand off to a human\" and ends with one of the tags REFUND, PET-HEALTH, PRICE, ABUSE or SAFETY","The rules cover refund promises (REFUND), pet health advice (PET-HEALTH), quoting prices (PRICE), abusive or threatening messages (ABUSE) and a pet emergency (SAFETY), one rule each","The pet emergency rule is tagged SAFETY and tells the bot to give the vet or emergency hand-off immediately, not return instructions"]}