{"api":{"name":"api.sb","description":"Business-as-Code surface for Startups.Studio","home":"https://api.sb","docs":"https://api.sb/docs","version":"1.0.0"},"$context":"https://api.sb/$context","$type":"WorkContextCell","$id":"https://api.sb/cells/work-contexts.org.ai/concierges-complaint-resolution-escalation","links":{"self":"https://api.sb/v1/cells/work-contexts.org.ai/concierges-complaint-resolution-escalation","canonical":"https://api.sb/cells/work-contexts.org.ai/concierges-complaint-resolution-escalation","pool":"https://api.sb/v1/cells"},"workContextCell":{"$schema_version":"ONTOLOGY.md §3 L1 (commit ONTOLOGY.md@HEAD)","type":"WorkContextCell","id":"work-contexts.org.ai/concierges-complaint-resolution-escalation","title":"Guest Complaint Resolution and Escalation Handling","maturity":"cell-accepted","gateStatus":{"sourceProvenance":"pass","relationshipCompleteness":"pass","cellAcceptance":"pass","enrichmentReadiness":"pass","privateHandoff":"pending"},"stableHash":"wcc:concierges:complaint-resolution-escalation:voice:v1","identityComposition":{"rule":"ONTOLOGY.md §4 Actor + Work","components":["actor = occupations.org.ai/concierges","work = processes.org.ai/complaint-resolution-escalation"],"specificityAxesUsed":2,"specificityBudget":"ONTOLOGY.md §6.4: 2-4 meaningful axes; this cell uses 2."},"actor":{"ref":"occupations.org.ai/concierges","type":"Occupation","label":"Concierges","onetSocCode":"39-6012.00"},"work":{"ref":"processes.org.ai/complaint-resolution-escalation","type":"Process","label":"Guest Complaint Resolution and Escalation Handling","decomposesTo":["processsteps.org.ai/complaint-resolution-escalation-step-1","processsteps.org.ai/complaint-resolution-escalation-step-2"]},"minimumContext":[{"entity":{"ref":"industries.org.ai/real-estate-and-rental-and-leasing","type":"Industry"},"role":"IndustryContext","kind":"present","reasonThisChangesWork":"Industry context shapes the artifact formats, regulatory requirements, and stakeholder expectations for guest complaint resolution and escalation handling.","rationale":"Sector-specific work surface with present-valued industry constraint."},{"entity":{"ref":null,"type":"Document/Artifact","format":"Form/Email"},"role":"PrimaryArtifact","kind":"present","reasonThisChangesWork":"The Guest Incident Report is the primary work surface; its format and provenance determine the processing steps and quality gates.","rationale":"Artifact type directly determines work complexity profile."}],"derivedFrom":[{"ref":"occupations.org.ai/concierges","type":"Occupation"},{"ref":"processes.org.ai/complaint-resolution-escalation","type":"Process"}],"distinctivenessReason":"Complaint resolution requires calibrating service recovery options against complaint severity with escalation threshold judgments and liability-aware documentation standards.","publishability":{"canExplainDistinctContext":true,"hasMeaningfulDiagram":true,"hasAdjacentCells":true,"privateFieldsExcluded":true},"publicLensArtifacts":[],"privateExcluded":["painIntensity","willingnessToPay"],"adjacentCells":[{"ref":"work-contexts.org.ai/concierges-restaurant-reservation-coordination","relation":"sibling","delta":"Same occupation, different process variant for voice bridgeKind work.","justification":"Same actor class with distinct work surface creates a sibling cell relationship."},{"ref":"work-contexts.org.ai/concierges-local-experience-recommendation","relation":"narrower","delta":"Narrower variant focusing on a specific subprocess of complaint-resolution-escalation.","justification":"Scoped-down process step is a narrower cell in the same actor-work cluster."},{"ref":"work-contexts.org.ai/concierges-voice-interaction","relation":"broader","delta":"Broader voice process category that encompasses this specific work context.","justification":"Parent process category provides broader context for this work cell."}],"gdpvalGrounding":{"occupation":"Concierges","occupationOnetSocCode":"39-6012.00","sector":"Real Estate and Rental and Leasing","bridgeKind":"voice","expertWinTieBand":"~60-75% AI win+tie vs. expert humans","groundingTaskIds":{"canonicalWorkedExample":"f5d428fd-b38e-41f0-8783-35423dab80f6","canonicalWorkedExampleNote":"GDPval gold-subset task for Concierges voice work; provides worked example for complaint-resolution-escalation."}},"complexityDrivers":[{"kind":"ambiguity","label":"service recovery option calibration"},{"kind":"threshold","label":"escalation threshold judgment"},{"kind":"ambiguity","label":"documentation for liability"}],"provenance":{"generatedAsOf":"2026-05-03","schemaVersion":"ONTOLOGY.md@HEAD","worldModelVersion":"w1","sources":[{"kind":"gdpval","path":"packages/gdpval-seed/data/gold-subset.json"}]},"digitalSpectrum":0.42},"actions":{},"options":{},"relationships":{"foundingHypotheses":"https://api.sb/v1/founding-hypotheses?cellId=work-contexts.org.ai%2Fconcierges-complaint-resolution-escalation","theses":"https://api.sb/v1/theses","adjacentCells":"https://api.sb/v1/cells?adjacentTo=work-contexts.org.ai%2Fconcierges-complaint-resolution-escalation","gdpvalTask":"https://huggingface.co/datasets/openai/gdpval/viewer?row=f5d428fd-b38e-41f0-8783-35423dab80f6","eligibleByTheses":{"t-ais":"https://api.sb/v1/theses/t-ais","t-low":"https://api.sb/v1/theses/t-low","t-prem":"https://api.sb/v1/theses/t-prem","t-bu":"https://api.sb/v1/theses/t-bu"}},"references":{"total":1,"limit":25,"page":1,"links":{"self":"https://api.sb/v1/cells/work-contexts.org.ai/concierges-complaint-resolution-escalation/references?limit=25"},"items":[{"$type":"FoundingHypothesis","$id":"https://api.sb/founding-hypotheses/fh%3Aconcierges-complaint-resolution-escalation%3At-bu%3Av1","predicate":"cellRef"}]},"meta":{"level":"L0","scopes":[]},"user":{"requestId":"a05758138b75a9c0","edgeLocation":"a05758138b75a9c0","geo":{"country":"US"},"ua":{"browser":"Claude"}}}