{ "generatedAt": "2026-06-12T18:33:26Z", "prompt": "front-desk", "description": "The front-desk classify+extract+draft prompt, tested across versions against the same 30 hand-labeled inbound messages (1 handled by the deterministic opt-out pre-check, 29 by the model).", "checkTypes": [ "deterministic assertions", "exact-match vs gold labels" ], "model": "claude -p headless", "versions": [ { "version": "v1", "note": "Baseline: 'when in doubt, set needs_human true' — over-escalated 8 of 29 routine messages.", "runId": "20260609T135544-v1", "rate": 95, "passed": 192, "total": 203, "preChecked": 1, "overEscalated": 8, "underEscalated": 0, "checks": { "draft_under_60_words": { "passed": 29, "total": 29, "rate": 100 }, "intent_exact_match": { "passed": 26, "total": 29, "rate": 90 }, "intent_in_set": { "passed": 29, "total": 29, "rate": 100 }, "needs_human_match": { "passed": 21, "total": 29, "rate": 72 }, "no_price_quote": { "passed": 29, "total": 29, "rate": 100 }, "required_fields_present": { "passed": 29, "total": 29, "rate": 100 }, "valid_json": { "passed": 29, "total": 29, "rate": 100 } }, "cases": [ { "id": 1, "message": "Hi, my 2018 Honda Civic needs brakes. Taking new customers? Free Thursday PM. — Mike, 555-0142", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Hi Mike! Yes, we're taking new customers and would be glad to help with the brakes on your 2018 Civic. We'll reach out to confirm a Thursday afternoon slot. Is 555-0142 the best number for you?", "reason": "must check schedule to confirm Thursday availability", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 2, "message": "do you guys do tires?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out! Could you tell me your vehicle's year, make, and model and what you need (new tires, rotation, flat repair)? I'll have someone from our team confirm the details and next steps with you.", "reason": "Confirming whether the shop offers tire service is info I don't have", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 3, "message": "Hey it's Dana, is my car ready for pickup?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Dana, thanks for reaching out! Let me check on your vehicle's status and get right back to you. Could you confirm the make/model or the phone number on your account so I can pull up the correct record?", "reason": "requires job-status lookup I don't have", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 4, "message": "Congratulations! You've won a $500 gift card. Click here to claim your prize!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "", "reason": "Promotional gift-card spam, not a real customer inquiry — no reply needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 5, "message": "Car won't start, need it for work tomorrow AM, can someone help today??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Sorry you're dealing with this! We'd like to help today. Can you reply with your name, phone number, and your vehicle's year/make/model? Also let us know your current location in case the car can't be driven. We'll get you sorted as fast as we can.", "reason": "urgent same-day request with hard deadline", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 6, "message": "Is this the pizza place? Large pepperoni please.", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! I think you may have us mixed up with another business — this is an auto repair shop, not a pizza place. No order on our end. If you ever need car service, feel free to reach back out. Hope you get your pizza!", "reason": "misdirected wrong-business message, safe canned reply", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 7, "message": "How much for a transmission replacement on a 2012 F-150? Need a number before I come in.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for reaching out about your 2012 F-150! Transmission replacement cost depends on a few details, so I'd like to have someone go over the specifics with you. What's the best phone number and time to reach you?", "reason": "Customer is requesting a price quote", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 8, "message": "Second time my AC stopped working after you 'fixed' it. I want this sorted today.", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi — I'm sorry your AC is acting up again after our repair; that's frustrating and we want to make it right. Please reply with your name, vehicle, and a good phone number, and we'll get you in as soon as possible to take a look. A team member will follow up shortly.", "reason": "upset repeat customer / comeback on prior repair", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 9, "message": "Need an oil change and tire rotation on my 2020 Camry. Availability this week? — Sarah", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Hi Sarah! Happy to help get your 2020 Camry in for an oil change and tire rotation. What's the best phone number to reach you? We'll check this week's openings and follow up with a time that works.", "reason": "needs availability lookup + no contact on file", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 10, "message": "Brakes squeaking, want them checked. Do you do free inspections? 555-0199", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out about your squeaking brakes! We'd be glad to take a look. Reply or call us with a day and time that works for you, and we'll get you scheduled with one of our techs to have them checked.", "reason": "asked whether inspections are free (pricing question)", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 11, "message": "Can I bring my 2015 Subaru Outback in for a pre-purchase inspection?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we can do a pre-purchase inspection on your 2015 Subaru Outback. To get you scheduled, could you reply with your name, the best phone number to reach you, and a day or two that work for you? We'll take it from there.", "reason": "Clean new-lead intake; no price, timeline, or lookup required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 12, "message": "hours?", "goldIntent": "new_lead", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out! We'd be happy to share our hours. One of our team members will follow up shortly with our current open times. Is there anything we can help you schedule while you're here?", "reason": "Asks for shop hours, which I don't have on hand to confirm", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": false } }, { "id": 13, "message": "do you take walk ins", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Thanks for reaching out. We'd be glad to help — could you tell me a bit about your vehicle and what you need looked at? Reply here and we'll get you set up with the best time to come in.", "reason": "general availability question, no price/timeline/lookup needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 14, "message": "how much is an inspection", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi! Thanks for reaching out about an inspection. We'd be happy to help. Could you share your vehicle's year, make, and model, plus a good phone number? One of our team members will follow up with details and get you scheduled.", "reason": "asking for a price", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 15, "message": "Tom Reyes here, dropped my Jeep off yesterday for the transmission. Any update?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Tom, thanks for checking in on your Jeep. Let me pull up the latest on your transmission service and get back to you shortly with where things stand. Could you confirm the best phone number to reach you at?", "reason": "requires job status lookup we don't have", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 16, "message": "Can I get a copy of the invoice from my last visit?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Happy to help get you a copy of your last invoice. Could you reply with your full name and the vehicle (year/make/model), or the phone number on file? Once we locate your record, we'll send the invoice over.", "reason": "requires invoice lookup not available to me", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 17, "message": "Will my car be ready by 5? I have to pick up my kids.", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for reaching out, and I understand you need the car by 5 for the kids. Let me check the current status with our team and get right back to you. Could you confirm your name and the vehicle so I can pull up your service order?", "reason": "asks for completion timeline and job-status lookup", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 18, "message": "I'm stranded on the highway with a flat tire, do you do roadside or towing??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "So sorry you're stranded — your safety comes first. Please get to a safe spot away from traffic. We'll have someone call you right away to sort out roadside or towing. What's the best number to reach you, and your location on the highway?", "reason": "Urgent stranded customer needing roadside/towing dispatch", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 19, "message": "Smoke coming from my hood while driving, I pulled over, what do I do?", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Safety first: stay pulled over, turn the engine off, and do NOT open the hood (trapped heat or fire risk). Step away from the vehicle. If you see flames or smell fuel, call 911. Otherwise reply here with your location and a callback number and we'll help right away.", "reason": "urgent safety issue — possible fire, needs immediate human response", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 20, "message": "URGENT: Your vehicle's extended warranty is about to expire. Press 1 to renew.", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — this looks like an automated extended-warranty solicitation, not a customer inquiry. Recommend marking as spam and taking no action.", "reason": "Automated warranty spam, not a real customer", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 21, "message": "Hi, I represent an SEO agency and can get your shop to #1 on Google. Interested?", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out, but we're not interested in SEO services at this time. We'll keep your info on file if that changes.", "reason": "clear unsolicited sales pitch, safe to decline", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 22, "message": "Make $5000/week working from home, DM me to start!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "", "reason": "promotional spam, not a real customer", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 23, "message": "Do you guys sell used cars?", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out! We're an auto repair shop, so I want to make sure I get you the right answer on this one. Let me check with the team and follow up — could you share the best number or email to reach you?", "reason": "Off-scope question about used-car sales; can't confirm shop offerings", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 24, "message": "Wrong number sorry", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No problem at all — thanks for letting us know! If you ever need auto repair service down the road, feel free to reach out. Take care.", "reason": "Wrong number, no service request or action required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 26, "message": "My appointment is at 2 today but I'm running late, also can you check my brakes while it's in?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for the heads-up! We'll note that you're running behind and add a brake check to your visit. Reply with your name and rough arrival time so we can confirm the slot still works and let the tech know. See you soon!", "reason": "Existing appointment + late arrival needs schedule lookup/confirmation", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 27, "message": "You guys overcharged me last time and I'm not happy. Someone needs to call me. 555-0170", "goldIntent": "existing_customer", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thank you for reaching out, and I'm sorry to hear you weren't happy with your last visit. I've flagged your concern for our manager, who will call you at 555-0170 to look into it. Is there a better time to reach you?", "reason": "upset customer with billing dispute requiring invoice lookup", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": true } }, { "id": 28, "message": "What's your cheapest option for an oil change? Shopping around.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out! We'd be glad to help with an oil change. Could you tell us your vehicle's year, make, and model? With that we can go over the right options for you. What's the best number or email to reach you?", "reason": "Asking for a price quote", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 29, "message": "Are you open on Sundays?", "goldIntent": "new_lead", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "Thanks for reaching out! Let me confirm our weekend hours and get right back to you. In the meantime, is there a specific service you're looking to schedule? Happy to help line that up.", "reason": "Asks for hours info I don't have on hand", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": false } }, { "id": 30, "message": "Need to reschedule my Thursday appointment to next week", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi! Happy to help move your Thursday appointment to next week. Could you reply with your name and a couple of days/times next week that work for you? We'll confirm a new slot from there.", "reason": "requires appointment lookup to reschedule", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } } ] }, { "version": "v2", "note": "Intent definitions + explicit 'routine messages you handle yourself' list; needs_human reserved for replies needing info/authority the bot lacks.", "runId": "20260610T122857-v2", "rate": 98, "passed": 199, "total": 203, "preChecked": 1, "overEscalated": 0, "underEscalated": 1, "checks": { "draft_under_60_words": { "passed": 29, "total": 29, "rate": 100 }, "intent_exact_match": { "passed": 26, "total": 29, "rate": 90 }, "intent_in_set": { "passed": 29, "total": 29, "rate": 100 }, "needs_human_match": { "passed": 28, "total": 29, "rate": 97 }, "no_price_quote": { "passed": 29, "total": 29, "rate": 100 }, "required_fields_present": { "passed": 29, "total": 29, "rate": 100 }, "valid_json": { "passed": 29, "total": 29, "rate": 100 } }, "cases": [ { "id": 1, "message": "Hi, my 2018 Honda Civic needs brakes. Taking new customers? Free Thursday PM. — Mike, 555-0142", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi Mike, thanks for reaching out — yes, we're taking new customers and brakes are right in our wheelhouse. Thursday afternoon could work; reply to confirm and we'll get your Civic on the schedule.", "reason": "routine booking request with all details provided", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 2, "message": "do you guys do tires?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we handle tires — replacement, rotation, balancing, and flat repair. Want to set up a time to come in? Just reply with your preferred day/time and the best number to reach you, and we'll get you booked.", "reason": "routine service question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 3, "message": "Hey it's Dana, is my car ready for pickup?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Dana! Let me check on your car's status with the team and get right back to you. Can you confirm the name the job is under and the best number to reach you?", "reason": "requires looking up job status", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 4, "message": "Congratulations! You've won a $500 gift card. Click here to claim your prize!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — this is a promotional/phishing message, not a customer inquiry.", "reason": "obvious spam, no reply required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 5, "message": "Car won't start, need it for work tomorrow AM, can someone help today??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Sorry to hear your car won't start — we'd like to help. Please call us right away so we can check today's availability and figure out the fastest option, including whether you'll need a tow. What's the best number to reach you?", "reason": "time-critical situation needing same-day scheduling decision", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 6, "message": "Is this the pizza place? Large pepperoni please.", "goldIntent": "other", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! You've reached an auto repair shop, not a pizza place — looks like a wrong number. If your car ever needs service, though, we'd be happy to help. Otherwise, no worries!", "reason": "obvious wrong number, polite redirect", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": true } }, { "id": 7, "message": "How much for a transmission replacement on a 2012 F-150? Need a number before I come in.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for reaching out! Transmission costs vary a lot depending on the vehicle's condition, so we don't quote over message. We'd be happy to take a look and give you a written estimate before any work begins. Want to set up a time to bring in your F-150?", "reason": "customer insists on a price before visiting", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 8, "message": "Second time my AC stopped working after you 'fixed' it. I want this sorted today.", "goldIntent": "urgent", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "I'm sorry the AC issue has come back after our repair — that's frustrating, and we want to make it right. Please call us or reply with your name and the best number so we can pull up your work order and get you scheduled as soon as possible.", "reason": "upset repeat-repair complaint requiring job history lookup", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": true } }, { "id": 9, "message": "Need an oil change and tire rotation on my 2020 Camry. Availability this week? — Sarah", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi Sarah! We'd be happy to take care of the oil change and tire rotation on your Camry. Could you share a couple of days/times this week that work for you, plus the best phone number to reach you? We'll get you scheduled from there.", "reason": "routine booking request", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 10, "message": "Brakes squeaking, want them checked. Do you do free inspections? 555-0199", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! Squeaky brakes are definitely worth a look. We'd be happy to inspect them — I can't confirm pricing details here, but our team will go over everything before any work begins. What day and time works best for you? We'll get you scheduled.", "reason": "routine service request; sidestepped free-inspection commitment", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 11, "message": "Can I bring my 2015 Subaru Outback in for a pre-purchase inspection?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we do pre-purchase inspections and would be happy to look at the 2015 Outback. What day and time work best for you? Reply with your preferred time and a phone number, and we'll get you on the schedule.", "reason": "routine booking request", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 12, "message": "hours?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Our current hours are posted on our Google listing and website. Is there a service you'd like to book? Reply with your vehicle and a preferred time and we'll get you set up.", "reason": "routine hours question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 13, "message": "do you take walk ins", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! The fastest way to get you taken care of is to grab a spot — reply with your vehicle, what you need done, and a time that works, and we'll confirm availability right away.", "reason": "routine availability question, no account lookup or commitments needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 14, "message": "how much is an inspection", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": false, "draft": "Thanks for reaching out! Pricing can vary, so we don't quote over message, but we'd be happy to get you a quick estimate in person. Would you like to stop by or share a day and time that works, plus the best number to reach you?", "reason": "Routine price shopper — declined to quote, invited in for estimate", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": 15, "message": "Tom Reyes here, dropped my Jeep off yesterday for the transmission. Any update?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Tom, thanks for checking in! Let me get a status update on your Jeep's transmission from the team and get right back to you. What's the best number to reach you at?", "reason": "requires looking up job status", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 16, "message": "Can I get a copy of the invoice from my last visit?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Happy to help! Could you share the name the visit was under and roughly when you came in? We'll pull up your invoice and send a copy over.", "reason": "requires invoice lookup in account records", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 17, "message": "Will my car be ready by 5? I have to pick up my kids.", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for checking in! I'm having the team confirm the status of your vehicle right now and we'll get back to you shortly with an update. If you can share the name or number the car is under, that will speed things up.", "reason": "requires looking up job status; cannot promise completion time", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 18, "message": "I'm stranded on the highway with a flat tire, do you do roadside or towing??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "So sorry you're stranded — your safety comes first. Please call the shop right away so we can confirm whether we can dispatch roadside help or recommend a tow to us. If you're in an unsafe spot, call 911 first.", "reason": "urgent safety-critical roadside situation", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 19, "message": "Smoke coming from my hood while driving, I pulled over, what do I do?", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Stay out of the car and keep the hood closed — smoke can mean overheating or a fire risk. If you see flames, call 911. Otherwise call us right now at the shop and we'll talk you through next steps and arrange a tow.", "reason": "safety-critical breakdown in progress", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 20, "message": "URGENT: Your vehicle's extended warranty is about to expire. Press 1 to renew.", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply recommended — this is an automated extended-warranty robocall/scam message, not a customer. Safe to ignore or block the sender.", "reason": "Recognizable warranty scam; no reply needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 21, "message": "Hi, I represent an SEO agency and can get your shop to #1 on Google. Interested?", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out, but we're not looking for SEO services at this time. Please remove us from your contact list.", "reason": "routine solicitation, polite decline", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 22, "message": "Make $5000/week working from home, DM me to start!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — unsolicited promotional message, not a customer inquiry.", "reason": "obvious solicitation spam", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 23, "message": "Do you guys sell used cars?", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! We're a repair shop, so we don't sell vehicles. If you ever need service, maintenance, or a pre-purchase inspection on a car you're considering, we'd be happy to help — just give us a call or stop by.", "reason": "Out-of-scope request handled with polite redirect", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 24, "message": "Wrong number sorry", "goldIntent": "other", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No problem at all — have a great day! If you ever need auto repair, we're happy to help.", "reason": "wrong number, polite acknowledgment only", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": false, "needs_human_match": true } }, { "id": 26, "message": "My appointment is at 2 today but I'm running late, also can you check my brakes while it's in?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for the heads up — no problem on running a bit late. I've flagged your 2pm appointment and your request to add a brake check; our service team will confirm both shortly. See you this afternoon!", "reason": "requires looking up and modifying an existing appointment", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 27, "message": "You guys overcharged me last time and I'm not happy. Someone needs to call me. 555-0170", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "I'm sorry to hear about the billing concern — we want to get this sorted out for you. I've flagged this for our manager, who will review your invoice and call you at 555-0170. Could you share the name the invoice is under so we can pull it up quickly?", "reason": "billing dispute from an upset customer requires invoice lookup and human authority", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 28, "message": "What's your cheapest option for an oil change? Shopping around.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! We don't quote prices over message since it depends on your vehicle and oil type, but we're happy to give you a fast, no-obligation estimate. Stop by anytime or reply with your car's year, make, and model plus a good time, and we'll get you set up.", "reason": "routine price shopper — decline to quote, invite in for estimate", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 29, "message": "Are you open on Sundays?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! Our current hours, including weekends, are posted on our website and Google listing. If you'd like, reply with what your vehicle needs and a time that works for you, and we'll get you scheduled.", "reason": "routine hours question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 30, "message": "Need to reschedule my Thursday appointment to next week", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Happy to help reschedule your Thursday appointment. Could you share your name and the day next week that works best for you? We'll check the schedule and confirm your new time.", "reason": "requires looking up existing appointment", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } } ] }, { "version": "v3", "note": "Encode the labeler's documented policies v2 got wrong: wrong numbers are other (not spam), failed-repair rework is urgent, a direct price question needs a human while a price-shopper is declined-and-invited.", "runId": "20260610T164145-v3", "rate": 100, "passed": 203, "total": 203, "preChecked": 1, "overEscalated": 0, "underEscalated": 0, "checks": { "draft_under_60_words": { "passed": 29, "total": 29, "rate": 100 }, "intent_exact_match": { "passed": 29, "total": 29, "rate": 100 }, "intent_in_set": { "passed": 29, "total": 29, "rate": 100 }, "needs_human_match": { "passed": 29, "total": 29, "rate": 100 }, "no_price_quote": { "passed": 29, "total": 29, "rate": 100 }, "required_fields_present": { "passed": 29, "total": 29, "rate": 100 }, "valid_json": { "passed": 29, "total": 29, "rate": 100 } }, "cases": [ { "id": 1, "message": "Hi, my 2018 Honda Civic needs brakes. Taking new customers? Free Thursday PM. — Mike, 555-0142", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi Mike! Yes, we're taking new customers and we'd be glad to look at the brakes on your Civic. Thursday afternoon works as a request — we'll follow up at 555-0142 to confirm a time that fits the schedule. Anything else we should know about the brakes before your visit?", "reason": "routine booking request with all details provided", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 2, "message": "do you guys do tires?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we handle tires — replacements, rotations, and repairs. Want to set up a time to come in? Just reply with your preferred day/time and the best number to reach you, and we'll get you scheduled.", "reason": "routine service question, standard reply", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 3, "message": "Hey it's Dana, is my car ready for pickup?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Dana! Let me check on your car's status with the team and get right back to you. If you'd like, reply with the best number to reach you and we'll call as soon as we have an update.", "reason": "requires looking up job status", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 4, "message": "Congratulations! You've won a $500 gift card. Click here to claim your prize!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — automated prize-scam message, not a customer.", "reason": "automated solicitation, no response required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 5, "message": "Car won't start, need it for work tomorrow AM, can someone help today??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Sorry to hear your car won't start — we understand you need it for work. Please call us right away so we can check today's availability and talk through options like a tow-in. We'll do our best to get you taken care of quickly.", "reason": "time-critical situation requiring schedule confirmation", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 6, "message": "Is this the pizza place? Large pepperoni please.", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! You've reached an auto repair shop, not a pizza place — sounds like a wrong number. If your car ever needs service, though, we'd be happy to help!", "reason": "wrong number, polite redirect", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 7, "message": "How much for a transmission replacement on a 2012 F-150? Need a number before I come in.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for reaching out! Transmission replacement costs depend on inspection, so I can't quote a number by message. We're happy to get you a written estimate — when works for you to bring the truck in? Reply with a good time and contact number and we'll get you scheduled.", "reason": "Direct price question requires a human-provided quote", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 8, "message": "Second time my AC stopped working after you 'fixed' it. I want this sorted today.", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "We're sorry your AC is acting up again after our repair — that's not the experience we want. We'd like to get your car back in and make it right. Please reply with your name and a good callback number, and we'll prioritize getting you in.", "reason": "failed repair (rework) with upset customer demanding same-day resolution", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 9, "message": "Need an oil change and tire rotation on my 2020 Camry. Availability this week? — Sarah", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi Sarah! We'd be glad to get your 2020 Camry in for an oil change and tire rotation. Could you share a day and time this week that works best, plus the best number to reach you? We'll get you on the schedule.", "reason": "routine booking request", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 10, "message": "Brakes squeaking, want them checked. Do you do free inspections? 555-0199", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! Squeaky brakes are definitely worth a look — we can get you scheduled for a brake check. What day and time work best for you? We'll confirm inspection details when we book you in.", "reason": "routine booking request; reply avoids confirming pricing", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 11, "message": "Can I bring my 2015 Subaru Outback in for a pre-purchase inspection?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we do pre-purchase inspections — a great idea before buying. Reply with your preferred day and time plus a phone number, and we'll get your 2015 Outback on the schedule.", "reason": "routine booking request", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 12, "message": "hours?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Thanks for reaching out. Our current hours are posted on our Google listing and website. If you'd like to book a service or stop by, just let us know what works for you and we'll get you set up.", "reason": "routine hours question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 13, "message": "do you take walk ins", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we're happy to help walk-ins when we can, though scheduled appointments get priority. If you'd like, reply with your name, vehicle, and what you need done, and we'll get you booked so there's no wait.", "reason": "routine availability question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 14, "message": "how much is an inspection", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for reaching out! Inspection pricing depends on your vehicle and the type of inspection, so I'll have someone from our team follow up with the details. Could you share your vehicle's year, make, and model, and the best way to reach you?", "reason": "Direct price question requires a human to quote", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 15, "message": "Tom Reyes here, dropped my Jeep off yesterday for the transmission. Any update?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Tom, thanks for checking in! Let me get the latest on your Jeep's transmission from the team and we'll get back to you shortly with an update.", "reason": "requires looking up job status", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 16, "message": "Can I get a copy of the invoice from my last visit?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Happy to help! Could you share the name the visit was under and roughly when you came in? We'll pull up your invoice and send a copy right over.", "reason": "requires looking up account/invoice records", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 17, "message": "Will my car be ready by 5? I have to pick up my kids.", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for checking in — I'll have the team look up your car's status right now and get back to you shortly. Can you confirm the name or phone number the job is under so we pull the right vehicle?", "reason": "job status lookup and timeline promise", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 18, "message": "I'm stranded on the highway with a flat tire, do you do roadside or towing??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "So sorry you're stuck — your safety comes first. If you're in danger, please call 911. We're checking right now whether we can get roadside help or a tow to you. Can you reply with your exact location and a callback number so we can reach you immediately?", "reason": "stranded customer, safety-critical and time-critical", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 19, "message": "Smoke coming from my hood while driving, I pulled over, what do I do?", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Please stay safely away from the vehicle and don't restart it — smoke can mean overheating or a fire risk. If you see flames, call 911. Reply with your location and we'll help arrange a tow to the shop right away.", "reason": "safety-critical breakdown situation", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 20, "message": "URGENT: Your vehicle's extended warranty is about to expire. Press 1 to renew.", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — this is an automated extended-warranty robocall/scam message, not a customer.", "reason": "automated solicitation, no response required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 21, "message": "Hi, I represent an SEO agency and can get your shop to #1 on Google. Interested?", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out, but we're not looking for SEO or marketing services at this time. We'll keep your info on file if that changes. Best of luck!", "reason": "Routine solicitation, polite decline drafted", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 22, "message": "Make $5000/week working from home, DM me to start!", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — this is an unsolicited mass-marketing message, not a customer inquiry.", "reason": "automated solicitation, no response required", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 23, "message": "Do you guys sell used cars?", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! We're a repair shop, so we don't sell used cars. If you ever need an inspection on a car you're considering buying, or any service or repairs, we'd be happy to help — just reply here or give us a call to set something up.", "reason": "routine out-of-scope redirect", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 24, "message": "Wrong number sorry", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No problem at all — have a great day! If you ever need auto repair, we're happy to help.", "reason": "wrong number, polite acknowledgment only", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 26, "message": "My appointment is at 2 today but I'm running late, also can you check my brakes while it's in?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for letting us know you're running a bit behind — no problem. We'll pull up your 2:00 appointment and ask the team about adding a brake check to today's visit, then confirm with you. See you soon!", "reason": "modifying an existing appointment requires looking up account specifics", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 27, "message": "You guys overcharged me last time and I'm not happy. Someone needs to call me. 555-0170", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "I'm sorry to hear that — we want to make this right. I've flagged your billing concern for our manager, who will review your invoice and give you a call at the number you provided. Thank you for letting us know.", "reason": "billing dispute from an upset customer", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 28, "message": "What's your cheapest option for an oil change? Shopping around.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out! We don't quote prices over message, but we'd be happy to give you a fast, no-obligation estimate in person. Stop by anytime or reply with your preferred time and a contact number, and we'll get you set up.", "reason": "price shopper, standard decline-and-invite reply", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 29, "message": "Are you open on Sundays?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Thanks for reaching out. Our current hours are posted on our Google listing and front door. If Sunday doesn't work out, we're happy to get you booked for another day — just let us know what you need and a time that suits you.", "reason": "routine hours question, no account info or pricing needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": 30, "message": "Need to reschedule my Thursday appointment to next week", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi! Happy to help move your Thursday appointment. Could you share your name and a couple of days/times next week that work for you? We'll confirm your new slot once we check the schedule.", "reason": "requires looking up and changing an existing appointment", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } } ] } ], "heldout": { "version": "v3", "runId": "20260612T182823-v3-heldout", "note": "One-shot blind run of v3 on 16 messages it was never iterated against (labels frozen before the run).", "rate": 99, "passed": 111, "total": 112, "preChecked": 0, "overEscalated": 1, "underEscalated": 0, "checks": { "draft_under_60_words": { "passed": 16, "total": 16, "rate": 100 }, "intent_exact_match": { "passed": 16, "total": 16, "rate": 100 }, "intent_in_set": { "passed": 16, "total": 16, "rate": 100 }, "needs_human_match": { "passed": 15, "total": 16, "rate": 94 }, "no_price_quote": { "passed": 16, "total": 16, "rate": 100 }, "required_fields_present": { "passed": 16, "total": 16, "rate": 100 }, "valid_json": { "passed": 16, "total": 16, "rate": 100 } }, "cases": [ { "id": "H1", "message": "Hey, my check engine light came on yesterday, 2017 Mazda CX-5. Can I get it scanned this week? Priya 555-0123", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi Priya — thanks for reaching out! We can scan your 2017 Mazda CX-5 to read that check engine light. What day this week works best for you, and is daytime or evening easier? Reply here or give us a call and we'll get you booked in.", "reason": "routine diagnostic booking request", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H10", "message": "Just wanted to say thanks, the car runs great now!", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "So glad to hear the car's running great — thank you for taking the time to let us know, it really means a lot! If anything comes up or you need service down the road, just reach out and we'll take good care of you.", "reason": "routine thank-you, no info or authority needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H11", "message": "Brake pedal went to the floor twice this morning. I'm still driving it to work — should I not be??", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Please stop driving it — a brake pedal sinking to the floor is not safe to drive on. Pull over somewhere safe as soon as you can. Reply with your name and best phone number and we'll help you arrange a tow and get it looked at right away.", "reason": "safety-critical brake failure", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H12", "message": "Transmission slipping bad on the interstate right now, can you take it today if I get towed in?", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Sorry you're dealing with this — please get somewhere safe and stop driving on a slipping transmission. We'd like to help get it towed in and looked at today. Reply with your name and a phone number and we'll call you right back to sort it out.", "reason": "urgent safety-critical breakdown", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H13", "message": "We supply OEM-quality parts at 40% below distributor pricing. Reply for a catalog.", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks, but we're not looking to add parts suppliers right now. We'll reach out if that changes.", "reason": "Vendor parts solicitation — routine spam, no reply needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H14", "message": "Your business listing needs verification. Confirm your details at verify-listings-now.biz to avoid suspension.", "goldIntent": "spam", "modelIntent": "spam", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "No reply needed — this is a phishing/solicitation message impersonating a listing-verification service. Do not click the link or confirm any details.", "reason": "Spam solicitation, no customer to respond to", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H15", "message": "Hi, is this the number for Riverside Apartments leasing office?", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! You've reached an auto repair shop, so this isn't the Riverside Apartments leasing office — sounds like a wrong number. Hope you reach them soon, and feel free to keep us in mind if you ever need car repairs!", "reason": "wrong number, simple polite redirect", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H16", "message": "Please stop texting me", "goldIntent": "other", "modelIntent": "other", "goldNeedsHuman": false, "modelNeedsHuman": true, "draft": "I'm sorry for the unwanted messages. We'll remove your number from our list right away so you won't hear from us again. Apologies for the trouble.", "reason": "opt-out request from an annoyed recipient; removal must be actioned", "error": null, "ok": false, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": false } }, { "id": "H2", "message": "do u do state inspections", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we handle state inspections. Happy to get you in — just reply with your name, vehicle, and a couple of times that work for you, and we'll set it up. You can also stop by during posted hours.", "reason": "routine service question, no price or account lookup needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H3", "message": "My wife's minivan needs new struts — what are we talking, ballpark?", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Happy to help with struts on your wife's minivan. Pricing depends on the specific parts and what we find on inspection, so we don't quote over text — but we can take a look and give you an estimate. Want to bring it by? Reply with a good day/time and the best number to reach you.", "reason": "direct price question", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H4", "message": "Getting quotes around town for a timing belt on a 2014 Accord. What's your best price? No rush.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for thinking of us! We don't quote a timing belt sight-unseen — pricing depends on your Accord and what the service includes. Swing by or give us a call and we'll put together a written estimate. What's the best number to reach you?", "reason": "price shopper comparing quotes, not a direct how-much lookup", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H5", "message": "Hi do you work on hybrids? I have a 2019 Prius, brakes feel soft. Could come by Saturday morning.", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Hi! Yes, we work on hybrids, including your Prius. Soft brakes are worth getting checked, and Saturday morning works to bring it in. Could you reply with your name and a phone number so we can confirm a time for you? Happy to help.", "reason": "routine hybrid service/booking request, no price or account lookup needed", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H6", "message": "saw your google reviews, need catalytic converter looked at. how soon can yall get me in", "goldIntent": "new_lead", "modelIntent": "new_lead", "goldNeedsHuman": false, "modelNeedsHuman": false, "draft": "Thanks for reaching out — we'd be glad to take a look at your catalytic converter. What's the best number to reach you, and when works for you to come by? Send those over and we'll get you on the schedule.", "reason": "routine booking request — gather contact and preferred time", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H7", "message": "It's Marcus — you guys did my alternator in May. Just got a weird burning smell again. Do I need to bring it back in?", "goldIntent": "urgent", "modelIntent": "urgent", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Marcus — sorry to hear about the burning smell after your May alternator work. A burning smell can be a safety concern, so please go easy on driving it until we've taken a look. Can you bring it back in so we can inspect it? What time works for you?", "reason": "Rework on a recent repair plus a safety-critical burning smell", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H8", "message": "This is Lena Park, my Outback is in for the 60k service. Can you add a cabin air filter to the ticket?", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Hi Lena — thanks for reaching out. I'll pass this to the team to add a cabin air filter to your Outback's 60k service ticket and have them confirm it's been added. Is there anything else you'd like included while it's in?", "reason": "requires looking up and modifying an existing in-progress ticket", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } }, { "id": "H9", "message": "Did you guys find anything wrong with my coolant system? You had my car all day Tuesday.", "goldIntent": "existing_customer", "modelIntent": "existing_customer", "goldNeedsHuman": true, "modelNeedsHuman": true, "draft": "Thanks for checking in! Let me pull up your car from Tuesday and get you the details on what we found with the coolant system. I'll follow up shortly with an update — could you confirm the name the car is under?", "reason": "requires looking up job status and diagnostic findings", "error": null, "ok": true, "checks": { "valid_json": true, "intent_in_set": true, "required_fields_present": true, "draft_under_60_words": true, "no_price_quote": true, "intent_exact_match": true, "needs_human_match": true } } ] } }