{
  "resource": "Customer support AI operations kit",
  "communications": [
    { "event": "ai_escalated_ticket", "audience": "customer", "messageOwner": "support_owner", "requiredFields": ["reason", "next_step", "response_window"] },
    { "event": "unsupported_ai_answer", "audience": "internal", "messageOwner": "quality_owner", "requiredFields": ["ticket", "source_gap", "correction"] },
    { "event": "sla_exposure", "audience": "operations", "messageOwner": "operations_lead", "requiredFields": ["ticket_class", "queue", "owner", "deadline"] }
  ]
}