expert-routing
领域专家路由。当知识库无法回答用户问题时，根据问题领域查找并通知对应专家。仅在 IM 模式下可用。触发条件：6阶段检索无结果时。
When & Why to Use This Skill
The Expert Routing skill bridges the gap between AI-driven knowledge retrieval and human expertise. It automatically identifies the specific domain of a user's query when the knowledge base fails to provide an answer, then routes the request to the appropriate subject matter expert via IM platforms like WeCom, Feishu, or DingTalk. This ensures a seamless transition from automated support to human intervention, maintaining high response accuracy and user satisfaction.
Use Cases
- HR & Administrative Support: When an employee asks a complex question about specialized labor contracts or specific benefit adjustments not covered in the standard FAQ, the skill identifies the 'Employee Relations' domain and notifies the relevant HR specialist.
- IT & Technical Helpdesk: If a technical issue regarding cloud infrastructure or security protocols cannot be resolved by the 6-stage retrieval process, the system automatically alerts the on-call engineer with the user's context.
- Corporate Operations: For niche queries involving procurement policies or legal compliance where the knowledge base is insufficient, the skill routes the conversation to the department head to ensure professional oversight.
| name | expert-routing |
|---|---|
| description | Domain expert routing. When the knowledge base cannot answer user questions, find and notify the corresponding expert based on the question domain. Only available in IM mode. Trigger condition: No results in 6-stage retrieval. |
Domain Expert Routing
Automatically route questions to domain experts when the knowledge base cannot answer user questions.
Applicable Scenarios
- User question has no answer in knowledge base
- Question belongs to a specific domain requiring professional response
- Only available in IM mode (WeCom/Feishu/DingTalk)
Quick Workflow
- Identify domain → Determine the domain based on question semantics
- Query expert → Get expert information from domain_experts.xlsx
- Notify expert → Send message to expert with user question
- Notify user → Inform user that expert has been contacted
Domain Identification Examples
| Question Keywords | Domain |
|---|---|
| Salary/wage/adjustment | Compensation & Benefits |
| Leave/attendance/clock-in | Attendance Management |
| Onboarding/new employee/training | Recruitment & Training |
| Contract/labor/resignation | Employee Relations |
Detailed Workflow
For complete expert routing workflow, see WORKFLOW.md