Sort support tickets with a local model

You’ll get: one model name, @preset/ticket-sorter, that your help desk calls with each new ticket. It answers with a fixed team, Billing, Technical or Sales, and how sure it is. A local model does the work, so tickets never leave your machine. Unsure answers come back marked for a person to check.

You need:

• A local decision model, such as Clef-flash. In Models → Decisions, click Set up, then Make default. See Decision models.
• A Nexus API key from Connections.

Steps

1. Open Presets and click New preset.
2. Pick Decision preset, then Support triage.
3. Enter the Preset name “Ticket sorter”. Check that Decision model is your local model.
4. Under Questions, keep Team. Change its Choices to your own teams if you like. To drop Urgency and Refund requested, click the trash icon on each.
5. Open Result and context. Set Reply style to JSON.
6. Under Fallback models, click Add fallback and pick a second decision model. Nexus tries it when the first one is down, loading or failing.
7. Turn on Flag uncertain answers. Keep Flag choices and scores below this confidence at 0.7.
8. Click Try it, paste a ticket into Text to evaluate and click Run example.
9. Click Save preset. Nexus shows the name to call: @preset/ticket-sorter.

Call it from your app

The reply text is a JSON object. Read the team from answers, and check needs_review:

import json
from openai import OpenAI

client = OpenAI(base_url="http://127.0.0.1:3939/v1", api_key="msty_nexus_key_here")

ticket = "I was charged twice for my March invoice. Please refund one payment."
reply = client.chat.completions.create(
    model="@preset/ticket-sorter",
    messages=[{"role": "user", "content": ticket}],
)
result = json.loads(reply.choices[0].message.content)
team = result["answers"]["team"]["choice"]
unsure = result.get("needs_review", {}).get("team", False)
print(team, "(needs review)" if unsure else "")

Change the key to yours. The key under answers is the question’s Result name, here team.

Check it worked

1. Run the script. It prints Billing.
2. Change the ticket to “Something looks wrong with my account.” and run it again. A vague ticket like this may print (needs review). Send those to a person.

Part of the reply, for the first ticket:

{
  "answers": {
    "team": {
      "type": "choice",
      "choice": "Billing",
      "probabilities": { "Billing": 0.97, "Sales": 0.01, "Technical": 0.02 },
      "confidence": 0.98
    }
  }
}

needs_review is there only when an answer falls below your bar.

A guide, not a guarantee

Confidence is a probability. Don’t let a decision alone refund money, close an account or do anything you can’t undo.

To let each customer send their own list of teams, use a Customizable input. More in Decision presets.