Customer Service Automation System Design
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Powered by AISupporting documentation for the CSAS design includes the Business Requirements Document, Chatbot Flow Diagrams, and API Specifications. These artifacts are essential as they provide the foundational requirements, guide the chatbot development, and define the parameters for system integration, ensuring a coherent and functional design .
AWS CloudWatch is used in the CSAS operations to store logs that monitor system activity and errors. Alerts are set up within CloudWatch to notify when specific error conditions occur, contributing to effective error management and rapid response to operational issues .
Horizontal scalability allows the CSAS to handle increased load by adding more instances rather than increasing the capacity of a single instance. This scalability is achieved using Docker containers managed on AWS ECS, which provides flexible and efficient resource management to accommodate varying usage demands .
The CSAS ensures data privacy by encrypting Personal Identifiable Information (PII) both at rest and in transit. It complies with PIPEDA regulations, thereby adhering to necessary privacy and data protection laws .
The solution architecture for the CSAS includes a frontend chatbot UI built with ReactJS, middleware that orchestrates interactions, and backend services integrating with the CRM system using NodeJS. Data is stored in a PostgreSQL database, and the infrastructure is hosted on AWS, using ECS for Docker container management and RDS for database services. The system is designed to run 24/7 and scales horizontally on AWS .
The CSAS handles exceptions by categorizing them into business exceptions and system exceptions. A business exception example given is 'No agent available,' while a system exception example is an 'API timeout or server error' .
The primary objectives of the Customer Service Automation System (CSAS) are to automate routine customer queries using AI, reduce support time, and increase overall customer satisfaction .
The main components of the CSAS project include the Web Chat UI, which serves as the user interface for customer interaction; the Middleware Service, which orchestrates processes and data flow; and the CRM API Connector, which integrates with existing CRM systems to facilitate data exchange and functionality .
The document assumes that the APIs being used will remain stable. An open item noted is the need to confirm integration with the legacy CRM system, indicating that this is a potential area of uncertainty requiring further confirmation .
The CSAS does not require operational scheduling as it runs continuously 24/7. Manual maintenance is scheduled to occur bi-weekly, ensuring the system remains functional and up-to-date .