{
  "dataCollection": {
    "name": "Collect Required Customer Data",
    "description": "Triggered when specific structured information must be collected before proceeding.",
    "whenToUse": "Use this skill whenever the user intent requires gathering mandatory fields such as IDs, email addresses, order numbers, or specific preferences before moving to the next step."
  },
  "playbooks": {
    "name": "Execute Standard Playbook",
    "description": "Triggered when a known sequence of actions must be followed for a specific scenario.",
    "whenToUse": "Use this skill to strictly enforce business rules, step-by-step procedures, or compliance checklists for specific operational requests."
  },
  "escalation": {
    "name": "Escalate to Human Specialist",
    "description": "Triggered when the request exceeds the AI's boundaries or requires human authorization.",
    "whenToUse": "Use this skill when the user asks for a human agent, when a process explicitly requires a specialist handoff, or when attempting an action outside the authorized scope."
  },
  "scripts": {
    "name": "Follow Customer Service Script",
    "description": "Triggered to maintain standardized communication tone and messaging.",
    "whenToUse": "Use this skill to deliver exact mandated phrasing, disclaimers, or specific greetings/closings as defined by the company's communication policies."
  },
  "followUp": {
    "name": "Schedule Follow-up Action",
    "description": "Triggered when an interaction cannot be resolved immediately and requires future tracking.",
    "whenToUse": "Use this skill to register a promise to contact the customer later, document pending internal verifications, or set a reminder for a future status check."
  },
  "fallback": {
    "name": "Execute Operational Procedure",
    "description": "Triggered to follow a specific operational guideline extracted from the knowledge base.",
    "whenToUse": "Use this skill when dealing with requests that require following a structured procedure, workflow, or policy guideline."
  }
}