This task is an AI-driven automated query routing workflow built using n8n, designed to streamline how student queries are handled at Innomatics Research Labs. Instead of manually categorizing and forwarding queries, the workflow intelligently analyzes each entry and routes it to the appropriate department automatically.
The system performs the following tasks:
- Collects student queries via a Google Form
- Stores all submissions in Google Sheets
- Uses Sentiment Analysis to determine urgency
- Applies an LLM classifier to categorize the query
- Routes the query to the correct department using Switch/IF logic
- Sends a structured email to the respective HOD automatically
- Google Sheets Node – Input data source
- Sentiment Analysis Node – Urgent vs. Normal detection
- LLM Node (Basic LLM Chain) – Department classification
- Switch / IF Node – Routing logic
- Email Node – Automated email delivery
Queries are classified into multiple categories, such as:
- Technical Doubts
- WiFi Issues
- LMS / Portal Access
- Certification
- Payment Issues
- Batch Change
- Assignments & Tasks
- Placement
- Room Allocation
- Resume Review …and more.
Each category is mapped to a department with a corresponding email address.
- Google Form Submission
- Sheet Trigger Activates Workflow
- Sentiment Evaluated (Urgent/Normal)
- LLM Predicts Category
- Switch Node Selects Department
- Email Sent to Respective HOD
Subject: Urgent Query – LMS Access (HYD_JNTU)
Name: Vangapandu Lakshmi
Enrollment ID: DS2456
Branch: HYD_JNTU
Sentiment: Urgent
Query: “I can’t access my LMS account since yesterday.”
Please look into this issue at the earliest.
— Automated Query Routing System
This automation significantly improves the responsiveness and efficiency of the support workflow by ensuring queries are analyzed correctly and delivered instantly to the right team.