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Mar 12, 2025
6 min read

CustomeX

AI-Powered Customer Service with Multi-Channel Communication.

Introduction

In today’s fast-paced digital world, customer service needs to be intelligent, efficient, and omnipresent. Businesses must engage customers across multiple platforms while ensuring seamless communication and effective issue resolution. Our AI-powered customer service platform aims to solve these challenges by integrating cutting-edge technologies such as NestJS, Angular, OpenAI, ElevenLabs and Twilio to create a robust multi-channel communication system.


The Problem

Customer support today is fragmented across multiple channels—email, SMS, WhatsApp, voice calls—making it challenging for businesses to provide timely and consistent support. The key challenges include:

  • Delayed responses leading to poor customer satisfaction
  • High operational costs due to the need for human agents 24/7
  • Lack of AI automation to handle repetitive queries efficiently
  • Difficulty in tracking customer interactions across multiple channels
  • No centralized analytics to measure customer engagement and improve support strategies

The Solution

Our AI-powered customer service platform is designed to tackle these issues with:

  • AI-driven customer interactions using OpenAI for intelligent responses
  • Multi-channel communication via Email, SMS, WhatsApp, and voice calls
  • Seamless real-time messaging with WebSocket technology
  • Comprehensive customer management with advanced role-based access control
  • Analytics and insights dashboard for data-driven decision-making
  • Integration-friendly architecture to connect with external tools and services

By automating common customer queries, reducing response times, and providing a unified support dashboard, this platform ensures an enhanced customer service experience.


Key Features

1. AI-Powered Customer Interactions

Leveraging OpenAI’s GPT models, the platform can analyze customer queries and generate intelligent, context-aware responses, reducing the workload on human agents.

2. Multi-Channel Communication

Businesses can communicate with customers via Email, SMS, WhatsApp, and voice calls, ensuring seamless support across different touchpoints.

3. Real-Time Communication

With WebSockets, support agents and customers experience instant messaging, eliminating delays and ensuring real-time problem resolution.

4. Customer Analytics & Insights

A comprehensive analytics dashboard provides businesses with insights into customer queries, response times, agent performance, and more.

5. Role-Based Access Control (RBAC)

The platform offers multi-organization support with granular role-based access control, ensuring secure and controlled access for different team members.

6. Knowledge Base Management

A centralized repository for frequently asked questions (FAQs) and AI-driven automatic responses enhances customer self-service capabilities.

7. Call Handling & Speech Recognition

With Twilio and Deepgram integrations, the platform supports voice calls, speech-to-text transcription, and AI-powered responses.

8. Custom Integrations

Businesses can connect their existing CRM, ticketing systems, and third-party tools, making this platform a highly flexible and scalable solution.


Project Structure

The platform is built using NestJS for the backend and Angular for the frontend. Below is the high-level directory structure:

Backend (NestJS) – src/

src/
├── core/            # Core functionality
│   ├── config/      # Configuration files
│   ├── decorators/  # Custom decorators
│   ├── guards/      # Authentication guards
│   └── interfaces/  # TypeScript interfaces
├── customers/       # Customer management
├── messages/        # Messaging system
├── calls/           # Call handling (Twilio)
├── openai/          # AI integration
└── websockets/      # Real-time communication

Frontend (Angular) – public/src/

public/
├── src/
│   ├── modules/     # Feature modules
│   ├── shared/      # Shared components
│   └── core/        # Core services

Configuration & Setup

To get started with the project, you need to set up essential API keys and configurations.

Prerequisites

Before you begin, ensure you have the following installed:

  • Node.js (v18 or higher)
  • MongoDB (v4.4 or higher)
  • npm or yarn
  • Angular CLI (npm install -g @angular/cli)

1. OpenAI Setup (For AI-driven responses)

  1. Create an account at OpenAI
  2. Get your API key from the dashboard
  3. Add it to your .env file:
    OPENAI_API_KEY=your-openai-api-key
    OPENAI_ORGANIZATION=your-openai-organization
    

2. Twilio Setup (For SMS & voice communication)

  1. Create an account at Twilio
  2. Get your Account SID and Auth Token
  3. Purchase a phone number
  4. Add credentials to your .env file:
    TWILIO_ACCOUNT_SID=your-twilio-sid
    TWILIO_AUTH_TOKEN=your-twilio-token
    TWILIO_PHONE_NUMBER=your-twilio-phone
    

3. ElevenLabs Setup (Optional – AI Voice Synthesis)

  1. Sign up at ElevenLabs
  2. Get your API key and add it to .env:
    ELEVEN_LABS_API_KEY=your-eleven-labs-key
    

4. Deepgram Setup (Optional – Real-Time Speech Recognition)

  1. Create an account at Deepgram
  2. Get your API key and add it to .env:
    DEEPGRAM_API_KEY=your-deepgram-key
    

5. System Configuration

PORT=3000 BASE_URL=http://localhost:3000 NODE_ENV=development

6. Install Dependencies

For the backend:

  • npm install

For the frontend:

  • cd public
  • npm install

7. Run the Application

Start the backend server:

  • npm run start:dev

Start the frontend application:

  • cd public
  • npm run start

The application will be available at:

Running Tests

Backend tests:

  • npm run test
  • npm run test:e2e

Frontend tests:

  • cd public
  • ng test

API Documentation

API documentation is automatically generated using Swagger and is available at http://localhost:5000/api/v1 when running the development server.

Security Features

  • JWT authentication
  • Role-based access control
  • Organization-level data isolation
  • Input validation
  • Rate limiting
  • CORS protection

License

This project is licensed under the MIT License - see the LICENSE file for details.

Support

If you find this project useful, please give it a star on GitHub!

For questions and support:

  • Open an issue

Acknowledgments

Additional Resources


Why Choose

Reduces response times with AI-powered automation
Enhances customer engagement across multiple channels
Provides insightful analytics for better decision-making
Offers seamless integration with third-party tools
Ensures security with role-based access control

This AI-powered customer service platform revolutionizes how businesses handle customer interactions. By integrating AI, multi-channel communication, real-time updates, and analytics, it delivers an efficient and scalable support system. As businesses continue to prioritize customer experience, this platform serves as a game-changer in the modern support ecosystem. Are you ready to elevate your customer service? 🚀