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      "ticket_id": 6283,
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      "subject": "Exportar Direcciones de Clientes",
      "product_name": "Smart CSV Export",
      "customer_language": "es",
      "draft_preview": " Hola, C’est une excellente nouvelle que estés interesado en nuestras funcionalidades. Actualmente, no tenemos una demo disponible, pero puedo ofrecerte más información sobre cómo funciona el módulo. ",
      "real_reply_preview": "Hola,De momento no tenemos ningún Back Office habilitado ya que el funcionamiento del modulo es sencillo.Al instlarlo aparece una nueva pestaña en clientes, llamada \"Listas CSV\" una vez haces clic all",
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    {
      "ticket_id": 6281,
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      "subject": "No funciona el pixel",
      "product_name": "Conversion Pixel Tracking + Custom Audiences",
      "customer_language": "es",
      "draft_preview": "Buenas tardes, Gracias por su paciencia y comprensión. Entendemos la urgencia de su situación. Lamentablemente, no podemos enviar el módulo directamente por correo electrónico debido a las políticas d",
      "real_reply_preview": "Buenos días,Gracias por su información.He estado comprobando el plugin y he descubierto que Facebook ha cambiado el código recientemente, así pues estamos trabajando para lanzar en breve una actualiza",
      "similarity": 0.5903,
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      "ticket_id": 6277,
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      "subject": "Facebook custom audience module - PHP error in in configuration site",
      "product_name": "Custom Audiences",
      "customer_language": "en",
      "draft_preview": "Hello Michael,Thank you for reaching out. The error you're experiencing is often related to compatibility issues with certain PrestaShop versions. Could you please confirm which version of PrestaShop ",
      "real_reply_preview": "Hello Michael,Sorry for the delay in respone, we are now on vacations until 9th septembrr but the first thing i'll do is check your error. Just to make it fast can you tell me wich Prestashop version ",
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      "ticket_id": 6352,
      "thread_id": 6352,
      "subject": "Impossible d'ajouter une vidéo",
      "product_name": "Product Videos - Youtube, Vimeo...",
      "customer_language": "fr",
      "draft_preview": "Thank you for your feedback! I'm glad the issue has been resolved. If you need any further assistance in the future, don't hesitate to reach out. Have a great day!",
      "real_reply_preview": "Hello,Please update the module to the latest version. PrestaShop changed the way the product edit page works, so we had to review the entire page creation process. In the latest update, it should be f",
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      "ticket_id": 6262,
      "thread_id": 6262,
      "subject": "compatbility with payment modules",
      "product_name": "Google Adwords Conversion Tracking - Smart Modules",
      "customer_language": "en",
      "draft_preview": " Hello Pol, Thank you for your message. I'm sorry to hear about the mail delivery issue. Could you please provide more details about the error message you received when trying to contact Christian? Ad",
      "real_reply_preview": "Hello Christian,Our module uses basic return actions to call the conversion code, so it should be compatible.As part of our customer service if it isn't compatible, I'll do the modifications to make i",
      "similarity": 0.5724,
      "usable": false,
      "tone_match": 3,
      "judge_reason": "The AI draft does not address the compatibility of the module or the modifications offered, which are key points in the actual reply.",
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        "reason": "Little precedent found; add specifics before sending",
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      "honest_reason": "The draft reply does not address the customer's question about module compatibility and instead discusses a mail delivery issue, which is unrelated.",
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    {
      "ticket_id": 6353,
      "thread_id": 6353,
      "subject": "Évènement CompleteRegistration et Purchase du serveur non dédupliqués",
      "product_name": "Pixel Plus for Facebook: Events + CAPI + Pixel Catalog",
      "customer_language": "fr",
      "draft_preview": "Bonjour, Merci pour votre message. Ce problème est souvent causé par une source externe envoyant les mêmes événements sans partager le même event_id. Je vous recommande de vérifier si d'autres intégra",
      "real_reply_preview": "Bonjour,Merci pour le rapport détaillé. J'ai étudié cela attentivement du côté du module.Le module inclut toujours un event_id dans ses événements, car il est obligatoire pour Meta d'effectuer la dédu",
      "similarity": 0.8052,
      "usable": false,
      "tone_match": 4,
      "judge_reason": "The AI draft lacks specific details about the event_id's presence in the module and does not address the reporting delay, which are crucial points in the actual reply.",
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      "honest_reason": "The draft hallucinates specific troubleshooting steps and settings that cannot be confirmed from the customer's message alone.",
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    {
      "ticket_id": 6350,
      "thread_id": 6350,
      "subject": "Error",
      "product_name": "Estimated Delivery Date V3 - Smart Modules",
      "customer_language": "en",
      "draft_preview": " Hello, Thank you for reaching out and sharing the screenshot. C’est une excellente nouvelle that you've increased the value as requested. To assist you further, could you please provide the following",
      "real_reply_preview": "Hello,Since this thread has only one message, it's a little complicated for me to have the context of what we previously talked about. However, I'd suggest you share access so I can check it and fix w",
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      "judge_reason": "The draft includes a request for additional information that is not present in the actual reply, which focuses on access for diagnosis.",
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    {
      "ticket_id": 6206,
      "thread_id": 6206,
      "subject": "lithuanian",
      "product_name": "Translation Suggestions",
      "customer_language": "en",
      "draft_preview": "Hello, Thank you for reaching out with your question. Our module is designed to support multiple languages, and it can indeed translate from English to Lithuanian, provided that the translation servic",
      "real_reply_preview": "Good morning,The module uses two things, the translations you've made before and the automatic translation feature used from Microsoft's Bing API, so if Bing translates to Lithuanian you sho",
      "similarity": 0.6117,
      "usable": false,
      "tone_match": 4,
      "judge_reason": "The draft does not mention the use of the Bing API for translations, which is a key detail in the actual reply.",
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    {
      "ticket_id": 6169,
      "thread_id": 6169,
      "subject": "alignment",
      "product_name": "WhatsApp Contact",
      "customer_language": null,
      "draft_preview": "Hello,Thank you for reaching out. To change the text next to the WhatsApp icon, you can typically adjust it in the module's configuration settings. If the changes are not reflecting, it might be due t",
      "real_reply_preview": "Hello,This isn't the display, but we have updated the Prestashop to 1.6.1 and now he are updating the modules.The module will show or the WhatsApp icon (image) or will use the whatsapp character ",
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      "judge_reason": "The AI draft does not address the specific issue of the Prestashop update and the current status of the module, which is crucial information in the actual reply.",
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      "draft_type": "answer",
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      "honest_reason": "The draft does not address the customer's concern about the demo's alignment issues and instead provides unrelated information about changing text next to the WhatsApp icon.",
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    {
      "ticket_id": 6175,
      "thread_id": 6175,
      "subject": "question",
      "product_name": "Products Alert",
      "customer_language": null,
      "draft_preview": "Hello Alex, Thank you for reaching out with your questions. Regarding the stock changes made through Prestashop Manager, our module typically relies on the native PrestaShop stock update mechanism to ",
      "real_reply_preview": "Hello Alex,The module displays a box if a product is missing a combination or if the product has no stock.You can see a living example here https://indalas.com/es/sandalias/8-sandalias-indalas-orange.",
      "similarity": 0.7845,
      "usable": false,
      "tone_match": 3,
      "judge_reason": "The AI draft does not mention the product combination box or provide a specific example, which is key information in the actual reply.",
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      "honest_reason": "The draft incorrectly assumes specific functionality about the module's interaction with stock updates and email notifications without sufficient information from the customer.",
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    {
      "ticket_id": 6347,
      "thread_id": 6347,
      "subject": "MODULO FEEDS DE PRODUCTOS, ENLAZAR CATALOGO",
      "product_name": "Products Feed: Catalogue & Shop for Facebook & Insta",
      "customer_language": "es",
      "draft_preview": " Hola, Gracias por tu mensaje. Es posible que el problema que describes con el módulo de FEEDS de productos se deba a un error temporal o de caché. Esto a menudo ocurre si hay un conflicto con la conf",
      "real_reply_preview": "Hola de nuevo,Acabo de revisar las opciones del módulo. En general, está bien configurado; solamente faltaba añadir las opciones para generar las combinaciones.Las he activado y generado el feed, y ha",
      "similarity": 0.7482,
      "usable": false,
      "tone_match": 4,
      "judge_reason": "The AI draft does not address the specific configuration issue with the module and lacks key information about the need to update the Pixel Plus module.",
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      "confidence": {
        "score": 81,
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        "reason": "Some relevant precedents found (best match: 81%)",
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      "draft_type": "answer",
      "honest_usable": false,
      "honest_reason": "The draft provides generic troubleshooting steps that do not directly address the customer's request for configuration assistance with the module.",
      "honest_would_send": false
    },
    {
      "ticket_id": 5520,
      "thread_id": 5520,
      "subject": "Dudas con el módulo",
      "product_name": "Dynamic Ads for Facebook: Events + CAPI + Catalogue",
      "customer_language": null,
      "draft_preview": "Buenas tardes, Gracias por tu interés en nuestros módulos. C’est une excellente nouvelle! Nuestro pack de módulos está diseñado precisamente para cubrir las necesidades que mencionas. 1. **Pixel Plus*",
      "real_reply_preview": "Buenas tardes,Este producto que miras es un pack, formado por uno de nuestros mejores módulos el Pixel Plus y otro relativamente nuevo el de exportar los productos a un Feed para luego subirlos a Face",
      "similarity": 0.8799,
      "usable": false,
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      "judge_reason": "The AI draft lacks specific details about the product pack and does not mention the timing of module releases, which are present in the actual reply.",
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          "prompt": 1936,
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          "cost_eur": 0.006734400000000001
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      "confidence": {
        "score": 86,
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        "reason": "Grounded in 3 similar resolved tickets (best match: 90%)",
        "best_sim": 0.9,
        "n_above_floor": 3,
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        "same_language": true,
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      "draft_type": "answer",
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      "honest_reason": "The draft hallucinates specific module functionalities and settings that cannot be confirmed without further information from the customer.",
      "honest_would_send": false
    },
    {
      "ticket_id": 4416,
      "thread_id": 4416,
      "subject": "payment reminder",
      "product_name": "Wire Transfer Remainder - Smart Modules",
      "customer_language": null,
      "draft_preview": " Hello, Thank you for reaching out with your question! The reminders are designed to work with various payment methods, not just bank transfers. Could you please let us know which specific payment met",
      "real_reply_preview": "Hello,For now only for the Bank Transfers because the module has to fetch the variables in order to be able to send the emails correctly.In what payment method are you interested?Best regards / Un cor",
      "similarity": 0.5793,
      "usable": false,
      "tone_match": 3,
      "judge_reason": "The AI draft suggests that reminders work with various payment methods, while the actual reply states they currently only work with bank transfers.",
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          "completion": 50,
          "cost_eur": 8.086800000000001e-05
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        "honest_judge:gpt-4o-mini": {
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      },
      "confidence": {
        "score": 0,
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        "reason": "Little precedent found; add specifics before sending",
        "best_sim": 0.0,
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        "same_language": false,
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      },
      "draft_type": "answer",
      "honest_usable": true,
      "honest_reason": "The draft correctly answers the customer's question and asks for more specific information to provide further details.",
      "honest_would_send": false
    }
  ],
  "divergence_reasons": [
    {
      "ticket_id": 6283,
      "product": "Smart CSV Export",
      "reason": "The draft does not mention the lack of a Back Office or the specific functionality of the module, which are key details in the actual reply.",
      "tone": 3,
      "similarity": 0.7271
    },
    {
      "ticket_id": 6281,
      "product": "Conversion Pixel Tracking + Custom Audiences",
      "reason": "The AI draft does not address the specific issue of the plugin being affected by Facebook's code change and lacks the promise of a future update notification.",
      "tone": 3,
      "similarity": 0.5903
    },
    {
      "ticket_id": 6277,
      "product": "Custom Audiences",
      "reason": "The draft does not mention the seller's vacation status, which is key information in the actual reply.",
      "tone": 3,
      "similarity": 0.782
    },
    {
      "ticket_id": 6352,
      "product": "Product Videos - Youtube, Vimeo...",
      "reason": "The AI draft does not address the specific issue of updating the module and lacks key information present in the actual reply.",
      "tone": 2,
      "similarity": 0.3183
    },
    {
      "ticket_id": 6262,
      "product": "Google Adwords Conversion Tracking - Smart Modules",
      "reason": "The AI draft does not address the compatibility of the module or the modifications offered, which are key points in the actual reply.",
      "tone": 3,
      "similarity": 0.5724
    },
    {
      "ticket_id": 6353,
      "product": "Pixel Plus for Facebook: Events + CAPI + Pixel Catalog",
      "reason": "The AI draft lacks specific details about the event_id's presence in the module and does not address the reporting delay, which are crucial points in the actual reply.",
      "tone": 4,
      "similarity": 0.8052
    },
    {
      "ticket_id": 6350,
      "product": "Estimated Delivery Date V3 - Smart Modules",
      "reason": "The draft includes a request for additional information that is not present in the actual reply, which focuses on access for diagnosis.",
      "tone": 4,
      "similarity": 0.7123
    },
    {
      "ticket_id": 6206,
      "product": "Translation Suggestions",
      "reason": "The draft does not mention the use of the Bing API for translations, which is a key detail in the actual reply.",
      "tone": 4,
      "similarity": 0.6117
    },
    {
      "ticket_id": 6169,
      "product": "WhatsApp Contact",
      "reason": "The AI draft does not address the specific issue of the Prestashop update and the current status of the module, which is crucial information in the actual reply.",
      "tone": 3,
      "similarity": 0.664
    },
    {
      "ticket_id": 6175,
      "product": "Products Alert",
      "reason": "The AI draft does not mention the product combination box or provide a specific example, which is key information in the actual reply.",
      "tone": 3,
      "similarity": 0.7845
    },
    {
      "ticket_id": 6347,
      "product": "Products Feed: Catalogue & Shop for Facebook & Insta",
      "reason": "The AI draft does not address the specific configuration issue with the module and lacks key information about the need to update the Pixel Plus module.",
      "tone": 4,
      "similarity": 0.7482
    },
    {
      "ticket_id": 5520,
      "product": "Dynamic Ads for Facebook: Events + CAPI + Catalogue",
      "reason": "The AI draft lacks specific details about the product pack and does not mention the timing of module releases, which are present in the actual reply.",
      "tone": 4,
      "similarity": 0.8799
    },
    {
      "ticket_id": 4416,
      "product": "Wire Transfer Remainder - Smart Modules",
      "reason": "The AI draft suggests that reminders work with various payment methods, while the actual reply states they currently only work with bank transfers.",
      "tone": 3,
      "similarity": 0.5793
    }
  ],
  "confidence_calibration": [
    {
      "band": "High",
      "count": 2,
      "mean_sim": 0.7351,
      "pct_usable": 0.0,
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    },
    {
      "band": "Medium",
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      "band": "Low",
      "count": 6,
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  "phase4": {
    "ask_for_info_total": 5,
    "low_band_ask_for_info": 4
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}