Development of Ai-Powered Multichannel Customer Service Ecosystem with Crm Integration

We are seeking an experienced professional or team to develop a centralized, intelligent customer service ecosystem. This system will leverage AI automation and integrate multichannel communication to streamline customer interactions and enhance service efficiency. The primary objective is to build a robust system capable of managing customer communications across various platforms and automating responses where appropriate.

Key functionalities required:

1. Multichannel Communication: The system must be able to receive and respond to messages from multiple channels, including WhatsApp, email, SMS, direct messages (DMs), and phone calls.
2. AI Automation: Implement AI-driven solutions, such as chatbots or voicebots, to automate basic customer inquiries and provide instant responses.
3. Intelligent Routing: Develop a mechanism to automatically route complex or specific requests to the most appropriate business unit (e.g., Sales, technical support, franchise inquiries) based on the nature of the query.
4. CRM Integration: Ensure all external and internal communications are seamlessly logged and managed within a CRM system to maintain a comprehensive customer interaction history.
5. Reporting and Auditing: Provide robust reporting and auditing capabilities to track performance metrics, analyze customer interactions, and identify areas for improvement.

The system should be designed with simplicity, modularity, and scalability in mind. We envision an initial Minimum Viable Product (MVP) that can be expanded in later phases to include additional channels and advanced features. We are looking for expertise in ai automation, multichannel integration, and crm systems to bring this vision to life.