Objective:

To develop a smart, AI-powered chatbot system that can automatically handle customer queries across various platforms (website, WhatsApp, Messenger), reducing the workload on human support agents and improving response times.

Target Users:

• E-commerce businesses

• SaaS companies

• Banks and financial services

• Telecom or utility providers

• Government service portals

Core Functionalities:

1. Multichannel Support

• Website widget (embed on homepage/contact page)

• Facebook Messenger bot

• WhatsApp Business integration

• Optional: Telegram, Instagram, Slack

2. Natural Language Understanding (NLU)

• Understand user intent using NLP

• Recognize entities (e.g., order numbers, product names)

• Handle greetings, FAQs, small talk, complaints, and complex queries

3. FAQ and Knowledge Base Integration

• Dynamic knowledge base sync

• Auto-suggest answers from a searchable FAQ database

• Admin panel to manage common questions and answers

4. Conversation Flow Design

• Drag-and-drop flow builder for non-technical admins

• Conditional logic based on user input

• Predefined flows for sales, support, feedback, returns, etc.

5. Human Agent Handoff

• Escalate to a live agent for unresolved queries

• Live chat window integration with agent dashboard

• Conversation history passed to human agent seamlessly

6. Analytics and Insights

• Chat volume over time

• Intent coverage and fallback rates

• Satisfaction score after chat ends

• Agent performance metrics (if integrated)

7. Authentication & Personalization

• Secure login (via token or OTP) for returning customers

• Personalize responses using user history (e.g., “Your last order was…”)

• Secure token-based access for sensitive operations

8. Notifications and Alerts

• Send alerts via WhatsApp, email, or SMS:

  • “Your order has been shipped”

  • “New discount available”

  • “Your ticket has been resolved”

9. Language Support

• Multilingual NLP (English, Spanish, Hindi, etc.)

• Auto-detect and switch language based on user input

• Admin interface to manage translations

Optional Advanced Features:

• Voice-to-text support for voice chats

• AI training dashboard to improve bot accuracy over time

• CRM integration (HubSpot, Zoho, Salesforce)

• Ticketing system integration (Zendesk, Freshdesk)