AI-powered call center with CRM/ERP integration

1. System Architecture

• Core VoIP PBX : based on the SIP protocol, compatible with IP phones, softphones, and mobile devices.

• Conversational AI Engine : integrates NLP (Natural Language Processing) and TTS/STT (Text-to-Speech / Speech-to-Text) for voice recognition and natural dialogues.

• REST/GraphQL APIs + Webhooks : guarantee real-time integration with external systems (CRM, ERP, ticketing, helpdesk).

• Event-driven architecture : automations based on triggers (e.g., recognized customer, pending order, open ticket).

• Hybrid database :

  • SQL for configurations and call logs.

  • NoSQL for storing voice transcriptions and AI analysis.

2. Call Management Features

• Intelligent automatic answering : the switchboard interprets the caller's request and directs the call without static IVR menus.

• Dynamic routing : routing to the right department or operator based on context (CRM/ERP).

• Speech Analytics : semantic analysis of conversations to identify intents and priorities.

• Real-time transcription : every call is transcribed and saved in the connected CRM/ERP.

• Smart Callback : Automated callback request management, with prioritization based on AI analysis.

3. Advanced AI Features

• Automatic customer identification : recognition via number or voice, with retrieval of customer data from the CRM.

• Contextual interaction : the switchboard can provide updates on orders, tickets, or contracts by querying ERP/CRM.

• Anomaly detection : automatic identification of anomalous situations (e.g., recurring complaints, critical keywords).

• Conversational AI assistant : can independently answer simple requests (e.g., office hours, order status) reducing the workload on operators.

• Sentiment Analysis : Assessing the customer's tone of voice to detect dissatisfaction or urgency.

4. Integrations

• CRM (e.g. Salesforce, HubSpot, Zoho) :

  • Automatic opening of customer file upon incoming call.

  • Recording, transcription, and sentiment analysis.

  • Automatic creation of leads or tickets.

• ERP (e.g. SAP, Odoo, Microsoft Dynamics) :

  • Real-time access to order data, invoices, and product availability.

  • Automatic order status update after the call.

  • Creating event-based workflows (e.g., technical support request → opening an ERP ticket).

• Helpdesk systems (e.g. Zendesk, Freshdesk) : automatic ticket opening with attached recording and transcription of the call.

5. Security and Compliance

• End-to-end encryption : SRTP and TLS 1.3 for call and signaling protection.

• Identity management : SSO, OAuth 2.0, granular permissions for operators and supervisors.

• Complete audit log : tracking of all AI and manual interactions.

• GDPR Compliance : anonymization of sensitive data, management of consent for recordings, right to be forgotten.

• High reliability : PBX clustering with automatic failover and disaster recovery.

6. Dashboard & Reporting

• Real-time dashboards : active calls, response times, SLAs, customer care KPIs.

• AI-driven report : analysis of request trends, call distribution by intent, and volumes by time slot.

• Sentiment dashboard : overview of customer satisfaction levels.

• Export and BI integration : exports in PDF, CSV, API connected to Power BI and Tableau.

7. Technical Benefits

• Reduce the workload on operators by up to 40% with AI-powered automated responses.

• Native integration with any CRM/ERP without the need for complex custom development.

• Improved customer experience by eliminating traditional IVR menus.

• Proactive detection of risks and issues through sentiment and anomaly detection.

• Unlimited scalability to handle simultaneous calls without performance degradation.

The software is sold on a USB drive or installed on a server, which is delivered to the client already functioning.