客訴處理

osop_version: "1.0"
id: "complaint-resolution"
name:"客訴處理"
description:"客戶投訴處理流程，從受理、調查、提出解決方案到後續追蹤。"

nodes:
  - id: "complaint_filed"
    type: "human"
    subtype: "input"
    name: "提出投訴"
    description: "客戶透過電話、電子郵件或客服平台提交附有問題詳情的投訴。"

  - id: "acknowledge"
    type: "system"
    subtype: "action"
    name: "確認收件"
    description: "系統發送確認通知，附上案件編號及預計回覆時間。"

  - id: "investigate"
    type: "human"
    subtype: "input"
    name: "調查問題"
    description: "客服專員查閱帳戶歷史記錄、系統日誌，並聯繫相關團隊。"

  - id: "propose_resolution"
    type: "human"
    subtype: "input"
    name: "提出解決方案"
    description: "專員提出解決方案，包含退款、點數、換貨或流程改善。"

  - id: "customer_decision"
    type: "human"
    subtype: "review"
    name: "客戶接受或拒絕"
    description: "客戶審閱所提方案並選擇接受或要求升級處理。"
    timeout: "72h"

  - id: "close_followup"
    type: "human"
    subtype: "input"
    name: "結案與後續追蹤"
    description: "專員結案，並於 7 天後追蹤確認客戶是否滿意。"

edges:
  - from: "complaint_filed"
    to: "acknowledge"
    mode: "sequential"
  - from: "acknowledge"
    to: "investigate"
    mode: "sequential"
  - from: "investigate"
    to: "propose_resolution"
    mode: "sequential"
  - from: "propose_resolution"
    to: "customer_decision"
    mode: "sequential"
  - from: "customer_decision"
    to: "close_followup"
    mode: "conditional"
    when: "decision == 'accept'"
    label: "Resolution accepted"
  - from: "customer_decision"
    to: "investigate"
    mode: "conditional"
    when: "decision == 'reject'"
    label: "Escalate and re-investigate"