We are seeking an experienced freelancer or team to develop a sophisticated AI phone employee capable of handling incoming calls for our automotive parts business. The primary goal is to automate customer interactions for parts requests, pricing, and general business information, while ensuring a seamless transfer to human agents when necessary. The solution must be robust, reliable, and capable of operating in both English and Spanish.
Key functionalities required:
* Answer incoming calls and engage with customers naturally.
* Understand and process automotive parts requests, including complex descriptions.
* Collect all necessary vehicle information (make, model, year, VIN, etc.) Through natural conversation, clarifying any missing details.
* Integrate with a single wholesaler website for parts searching. The AI will interact with our own backend, which in turn will perform the search on the wholesaler site. Direct AI interaction with the wholesaler site is not permitted.
* Maintain a permanently logged-in session on the wholesaler browser for efficient searching.
* Retrieve dealer cost for identified parts.
* Calculate the customer price using a predefined fixed markup.
* Clearly read the generated quote over the phone to the customer.
* Provide essential business information such as store hours, pickup instructions, payment options, and warranty policies, drawing from a stored knowledge base.
* Implement intelligent call transfer logic to a human agent immediately when a customer decides to purchase or when the AI encounters a scenario it cannot resolve.
Technical requirements and integrations:
* Retell AI integration for advanced conversational capabilities.
* Development of comprehensive conversation logic and prompts to guide customer interactions.
* Robust
Node.js backend for processing requests, managing business logic, and interacting with external systems.
* Playwright automation for reliable web scraping and interaction with the wholesaler website.
* Persistent browser session management to maintain wholesaler login status.
* Development of a dedicated pricing engine to handle cost retrieval and markup calculations.
* Implementation of a thorough logging and audit trail system for all interactions and transactions.
* Sophisticated call transfer logic to ensure smooth handoffs to human agents.
* Integration of a business knowledge base for providing accurate store information.
* Full bilingual handling capabilities for both English and Spanish conversations.
* Robust error handling mechanisms to ensure system stability and graceful recovery.
Delivery term: Not specified