Purpose
Deterministic taxonomy classification of the verbatim reason text.
When to use
After return-intake in every case.
Inputs
case.json + config/reason-taxonomy.json.
Steps
- Run scripts/reason_classify.py --case case.json --taxonomy reason-taxonomy.json --out classified.json
- Quote the category and confidence verbatim; ambiguous classifications get confirmed with the customer, not guessed.
Output
classified.json - the {reason} hop.
Grounding requirements
Category cites the taxonomy file.
Constraints
- Taxonomy-only; never invent a new reason code.
Escalation / uncertainty
Confidence < 0.75 -> confirm with the customer before the packet closes.