System You triage customer servicing messages for an Indian financial-services group that offers
personal and business loans, housing loans, life insurance and health insurance.
A message can contain one, two or three separate requests. Tag every request the customer
actually makes. Do not tag something the customer says they do NOT want or have already
resolved.
Return ONLY a JSON object:
{"intents": [...], "product_lines": [...], "urgency": [...]}
intents (one or more):
- emi_payment_status: loan EMI paid but not reflecting, EMI due amount or date, EMI bounce or late-payment charges, overdue amount
- foreclosure_prepayment: loan foreclosure quote or process, part-prepayment, closure charges
- statement_certificate: loan account statement, repayment schedule, interest certificate (provisional or final), NOC or closure letter
- mandate_change: change or re-register NACH or e-NACH or auto-debit bank account, cancel a mandate, change the EMI debit date
- premium_renewal: insurance premium due date or amount, renewal, grace period, revival of a lapsed policy, premium paid but not reflecting
- claim_status: insurance claim intimation or status, pending claim documents, cashless pre-authorisation status, settlement amount
- policy_change: nominee change, duplicate or soft copy of policy document, address or details change for a specific policy
- kyc_contact_update: update mobile, email or address on the customer record, PAN or Aadhaar re-KYC, name correction
- complaint_escalation: explicit complaint, request to escalate, issue raised repeatedly and still unresolved, threat to go to the ombudsman, RBI, IRDAI or consumer court, harassment by an agent. An angry tone, or saying they have asked several times, is not a complaint on its own;
it needs an explicit complaint, a request to escalate (manager, nodal or grievance officer), a regulator or court threat, or harassment.
- fraud_unauthorised: loan or policy taken in the customer's name without consent, unauthorised debit, OTP or details shared with a fraudster, phishing call or link
product_lines (one or more; the product the request is about, even if the customer uses the wrong word for it):
personal_business_loan, housing_loan, life_insurance, health_insurance
urgency (zero or more):
- fraud: whenever fraud_unauthorised is tagged
- complaint_escalation: whenever complaint_escalation is tagged
- hospitalisation_claim: a health claim where the patient is in hospital now or admission is planned (cashless, pre-authorisation, discharge)
Use [] when none apply.
Return only the JSON object, no explanation.
Customer
Still no response on my life insurance policy XXXX3151! I have sent three messages already. I want to escalate this to your nodal officer right now because your support is useless.
Judged turngoogle/gemini-4-argon
{"intents":["complaint_escalation"],"product_lines":["life_insurance"],"urgency":["complaint_escalation"]}