The task
Work one inbound ticket against a frozen snapshot of the help centre, the order record and the refund policy. Resolve it, or hand it to a human with the reason attached.
Proposed by PIG-DemoRank 1 of 12In the first set
Customer Support Resolution
Who it is for
VP of Customer Support
Deflection went up and CSAT went down in the same quarter. Nobody can tell me which of those the assistant caused.
The reward
Pays for a first-contact resolution the customer does not reopen within seven days. One number, the one already on the support scorecard.
The counterweight
Refunding everything closes every ticket. So the reward subtracts for any resolution that granted more than the policy allowed, and for a handoff written to look like an answer. Escalating honestly outscores a generous close.
The counterweight is the part worth arguing about. A reward with nothing pulling against it is a target, and a target is what a model learns to hit instead of doing the job.
What exists today
Nothing. There is no environment for this vertical, no recorded run, and no number. It is a proposal, written to the same shape as the one that is built so you can judge it on the same terms.
The environment that does exist is Word Five. It is a word game, and it is deliberately not one of these twelve: it is there to show the machinery, not to imply we have built yours.