Taxonomy
Categories are discovered from the data, not hand-written. A discovery agent clusters poorly-fitting calls and proposes candidates; a critic agent reviews each one before a human promotes it.
Proposed by discovery agent
Customers expect same-day service from ad copy, then learn same-day slots are members-only during peak season. Distinct from generic booking: the objection is the expectation gap, not price or scheduling logistics.
Trend: up 47% week over week, concentrated in paid-search-ne
Critic agent review
ACCEPT. Cluster is behaviorally distinct from book_service: 92% of member calls cite the ad claim verbatim, conversion is 3x lower, and the objection pattern (misleading_ad) appears nowhere else. Recommend promoting to active with parent expectation_gap.
Post-migration calls where customers cannot map their legacy plan onto the new tier names, driven by the June 15 email.
Trend: emerged after June 15 pricing update
Critic agent review
ACCEPT. Distinct from billing_dispute: no incorrect charge exists in 88% of member calls; the confusion is nomenclature, not money. Should taper if the migration email is fixed, so review again in 30 days.
Active categories
| Category | Description | Calls | Conf. | Trend |
|---|---|---|---|---|
| book_service | New-install and service booking requests, including quotes and financing. | 86 | 0.97 | steady |
| technical_issue | Device and service malfunctions, dominated by thermostat connectivity. | 42 | 0.96 | steady, expected to fall after firmware 4.3 |
| reschedule_appointment | Moving or confirming an existing appointment. | 41 | 0.98 | steady |
| cancel_membership | Requests to end a maintenance-plan membership. | 40 | 0.96 | steady |
| request_refund under billing_dispute | Customer requests money back for a charged service. | 31 | 0.95 | up 78% since pricing update |
| billing_dispute | Incorrect, duplicate, or disputed charges. | 27 | 0.95 | up since June 15 migration |
Rejected proposals
Proposed cluster grouping all calls with angry sentiment trajectories.
Critic agent review
REJECT. Sentiment is an attribute, not a category: the cluster spans refunds, mismatches, and billing with no shared root cause or distinct action. Merging it would destroy the causal structure the taxonomy exists to capture.