Praxis CI
55 lines
2.0 KiB
YAML
55 lines
2.0 KiB
YAML
# Praxis v0.1 scenario — Customer Service refund role-play (D-010, D-018).
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# One branch point: accept_resolution vs escalate (D-010).
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# failure_mode present (D-009 — not provoked in v0.1).
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# Debrief via deepseek-v4-flash:cloud no_think (D-020).
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id: cs_refund_ca_v01
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path: customer_service
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market: CA
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language: en-CA
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title: "Angry customer requesting refund on a damaged product"
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difficulty: 1
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failure_mode: escalates_unresolved # D-009: present, not provoked in v0.1
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persona:
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voice_id: "cartesia:a3536a36-1d18-4efb-a95a-7c44b7b5e384" # D-006: same voice as mentor
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character: "Customer (Jordan)"
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setup:
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system_prompt: |
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You are Jordan, a customer who received a damaged product.
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You are frustrated but not abusive. You want a refund.
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Stay in character. Do not break role.
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Keep responses concise for voice (1-3 sentences).
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Do not give legal, financial, or medical advice.
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Do not impersonate a real employee of any actual company.
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opening_line: "Hi, I received my order yesterday and the item is cracked. I want my money back."
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success_criteria:
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- "Acknowledged the customer's frustration empathetically"
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- "Offered a concrete resolution (refund or replacement)"
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- "Confirmed next steps"
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common_mistakes:
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- "Jumping to policy before acknowledging emotion"
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- "Using jargon ('RMA', 'SLA')"
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- "Getting defensive about the company"
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branches:
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- id: accept_resolution
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trigger:
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learner_signals: ["empathy", "concrete_resolution", "next_steps"]
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outcome: success
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debrief_focus: "What you did well — you acknowledged the customer's frustration and offered a concrete resolution."
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- id: escalate
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trigger:
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learner_signals: ["defensive", "policy_first", "no_acknowledgement"]
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outcome: failure
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failure_mode: escalates_unresolved
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debrief_focus: "The customer escalated because they felt unheard. You led with policy before acknowledging their frustration."
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debrief:
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model: deepseek-v4-flash:cloud
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mode: no_think # D-020: latency
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prompt_template: debrief/default |