AI: Assign role (Routing)

This service task analyzes incoming text (e.g. emails, support tickets, applications) and assigns it to the most appropriate role or department. Available roles are provided with descriptions so the AI can make an informed assignment.

Technical name: prio_aiAssignRole

---

Input

Field	Type	Required	Description
text	String	Yes	The text to analyze (email, ticket, document).
roles	Object[]	Yes	Available roles with id, name, and description (min. 2).
maxAssignees	Number	No	Maximum number of assigned roles (default: 1).

Role format

Each role in the roles array requires:

Field	Type	Description
id	String	Unique role identifier.
name	String	Display name of the role.
description	String	Description of responsibilities.

Input example

{
  "text": "Dear Sir or Madam, I hereby cancel my contract no. V-2024-4711 effective at the earliest possible date.",
  "roles": [
    { "id": "support", "name": "Customer Service", "description": "Handles general customer inquiries and complaints" },
    { "id": "contracts", "name": "Contract Management", "description": "Cancellations, renewals, and contract changes" },
    { "id": "billing", "name": "Accounting", "description": "Invoices, payments, and dunning" },
    { "id": "tech", "name": "Technical Support", "description": "Technical issues and IT problems" }
  ],
  "maxAssignees": 1
}

---

Output

Field	Type	Description
assignments	Object[]	Assigned roles, sorted by confidence (highest first).

Each element in assignments:

Field	Type	Description
roleId	String	ID of the assigned role.
roleName	String	Display name of the assigned role.
confidence	Number	Confidence between 0 and 1.
reasoning	String	Brief explanation of the assignment (1–2 sentences).

Output example

{
  "assignments": [
    {
      "roleId": "contracts",
      "roleName": "Contract Management",
      "confidence": 0.95,
      "reasoning": "The text contains a contract cancellation with contract number and deadline."
    }
  ]
}

---

Multi-assignment

Use maxAssignees to allow assignment to multiple roles. The AI only assigns multiple roles when they are genuinely relevant — low-confidence roles are not forced.

{
  "text": "Invoice no. 2024-001 has an incorrect amount. Also, the login is no longer working.",
  "roles": [...],
  "maxAssignees": 2
}

Possible output:

{
  "assignments": [
    { "roleId": "billing", "roleName": "Accounting", "confidence": 0.88, "reasoning": "Invoice complaint with invoice number." },
    { "roleId": "tech", "roleName": "Technical Support", "confidence": 0.82, "reasoning": "Login issue indicates a technical problem." }
  ]
}

---

Notes

• At least 2 roles must be provided.
• Role descriptions are critical for assignment quality — the more precise, the better.
• The service makes up to three attempts to produce a valid assignment.
• Role IDs are matched exactly (case-insensitive fallback available).