AI Chatbot for Customer Service

Overview

This automation implements an intelligent customer service chatbot that handles customer inquiries 24/7. Built using Azure services and OpenAI's language models, the system efficiently manages customer interactions while reducing support team workload.

How It Works

1. Customer Interaction

   • Customer initiates conversation through web interface
   • System performs initial sentiment and intent analysis
   • Chatbot provides immediate response for common queries

2. Intelligent Routing

   • PowerShell scripts analyze inquiry complexity
   • Simple queries are handled automatically
   • Complex issues are flagged for human agent review
   • Priority routing based on customer sentiment and issue urgency

3. Integration Points

   • Connects with existing ticketing system
   • Syncs with knowledge base for accurate responses
   • Updates customer records in CRM
   • Logs interactions for quality assurance

Key Features

• Real-time natural language processing
• Automated response generation
• Smart escalation protocols
• Performance monitoring via Sentry
• Continuous learning from interactions

Technical Components

• Azure Runbooks for orchestration
• OpenAI API for natural language understanding
• PowerShell scripts for business logic
• Sentry for error tracking and monitoring

Maintenance

• Runs every 15 minutes to process query queue
• Automatically logs errors and performance metrics
• Regular model fine-tuning based on feedback
• API key rotation managed through secure storage

Success Metrics

• Average response time: < 30 seconds
• Automation rate: 75% of queries
• Customer satisfaction: 85%
• Monthly time savings: 332+ hours

For technical details and access, refer to the project documentation in GitLab.