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)
- Create an account at OpenAI
- Get your API key from the dashboard
- 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)
- Create an account at Twilio
- Get your Account SID and Auth Token
- Purchase a phone number
- 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)
- Sign up at ElevenLabs
- 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)
- Create an account at Deepgram
- 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:
- Frontend: http://localhost:4200
- Backend API: http://localhost:5000
- API Documentation: http://localhost:5000/api/v1
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
- NestJS (https://nestjs.com/) - The backend framework
- Angular (https://angular.io/) - The frontend framework
- OpenAI (https://openai.com/) - AI capabilities
- Twilio (https://www.twilio.com/) - Communication services
- ElevenLabs (https://elevenlabs.io/) - Voice synthesis
- MongoDB (https://www.mongodb.com/) - Database
Additional Resources
- NestJS Documentation: https://docs.nestjs.com/
- Angular Documentation: https://angular.io/docs
- OpenAI API Documentation: https://platform.openai.com/docs/
- Twilio Documentation: https://www.twilio.com/docs
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? 🚀