One Capital Letter Was Silently Breaking My AI Support Bot, and It Wasn't in the New Model

Picture a support inbox for a bank. Every message that comes in needs to be sorted into a category, a lost card, a refund request, a wrong charge, and sent to the right team. A bank support analyst routes incoming customer messages about lost cards, refunds, and incorrect charges to separate support teams. Now picture that sorting job handed to an AI model instead of a person. The model reads the message and hands back a short note in a fixed format, a little like a form with the same boxes every time, so the rest of the program can read it automatically and decide what to do next. No human has to interpret free text. That fixed format is usually a small block of computer readable text called JSON, short for JavaScript Object Notation. Think of it as labeled boxes on a form. One box called intent holds the category. Another called priority holds…