Complaint Triage

# Complaint Triage — Escalation Decision

## Metadata
- **ID:** CS-001
- **Department:** Customer Service
- **Use Case:** Automatically triage incoming complaints and decide whether to escalate to a senior agent or handle at Tier 1
- **Technique:** Chain-of-Thought (CoT)
- **Tested On:** GPT-4o, Claude Sonnet 3.5
- **Version:** 1.0
- **Owner:** Customer Service Operations
- **Last Updated:** 2026-05-12

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## Problem Statement

Customer service teams receive a high volume of complaints daily. Without a consistent framework, escalation decisions are made ad hoc — some agents escalate too readily, others hold onto issues they shouldn't. This prompt standardises the decision, making it auditable, consistent, and easy to update when business rules change.

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## Prompt