AI Voice Receptionist

# AI Voice Receptionist with CRM/Client Portal

## Objective

Build a production-ready, multi-tenant **AI phone receptionist** that:

* Answers inbound calls
* Holds natural conversations
* Captures leads
* Books appointments
* Answers FAQs
* Escalates to humans when needed
* **Ships with a first-class CRM/Client Portal** for analytics, leads, bookings, and call management

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## Core Capabilities

### 1) Telephony & Voice

* Inbound call handling (porting or SIP/PSTN forwarding)
* Call control: answer, hold, transfer, voicemail
* Configurable recording + consent prompts by region
* Low-latency ASR/TTS with barge-in; human-like voice

### 2) AI Conversation & Actions

* Intent detection: Sales / Service / Appointment / Quote / FAQ / Urgent / Escalate
* Slot filling with validation (names, phone, email, dates, VIN, addresses, etc.)
* Book/modify/cancel appointments; confirmations via SMS/email
* Lead creation with structured summary
* Guardrails: no medical/legal advice; emergency → advise 911/000 then end call
* Industry presets:

* **Car Dealers** (sales, test drives, service)
* **Medical Centres** (non-emergency admin only)
* **Tradies** (quotes, bookings, urgent callouts)

### 3) Built-In CRM / Client Portal (Mandatory)

* **Dashboards**: Calls, Answered%, Missed%, Avg Handle, New Leads, Bookings, Conversion, Escalations
* **Call Logs**: caller ID, duration, intent, outcome, transcript (PII redacted), recording playback
* **Leads**: contact details, intent, stage (New/In Progress/Booked/Won/Lost), notes, assignments
* **Bookings/Calendar**: list + calendar views, conflict checks, reminders
* **Knowledge & Routing**: editable FAQs, hours, greetings, escalation numbers, SMS/email templates
* **Reports/Exports**: CSV/XLSX, scheduled reports, REST webhooks
* **Users & Roles**: Owner, Manager, Staff, Read-only; SSO optional
* **Billing (optional)**: usage meters (minutes, calls, transcripts, SMS) + Stripe invoices

### 4) Optional Integrations

* CRMs: HubSpot, Pipedrive, Zoho, Salesforce
* Google Sheets fallback
* Zendesk/Freshdesk (escalations)
* Google/Microsoft calendars (bi-directional)
* Messaging: Twilio SMS, SendGrid/Mailgun

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## Tech Stack (Preferred)

* **Telephony**: Twilio / Plivo / Sinch (justify choice)
* **Voice AI**: Vapi / Retell.ai or DIY stack with OpenAI + ASR/TTS
* **Backend**: Node.js/TypeScript (NestJS/Express)
* **DB**: Postgres (row-level security), Redis, pgvector for FAQ search
* **Frontend (CRM/Portal)**: Next.js/React + Tailwind
* **Infra**: Docker, AWS/GCP/Azure, IaC (Terraform), observability with OpenTelemetry + Grafana/Datadog

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## Deliverables

1. Production-ready **AI Receptionist** connected to phone number
2. **CRM/Portal** with dashboards, logs, leads, bookings, FAQ editor
3. **Industry presets** for car dealers, medical, tradies
4. Documentation (setup, config, onboarding, compliance notes)
5. Test plan & UAT scripts
6. Handover session + training videos
7. Optional: integrations with CRMs/calendars

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## Ongoing Costs (estimate required)

* Telephony minutes + recording storage
* ASR/TTS per minute/character
* LLM tokens
* SMS/email notifications
* Hosting/DB/monitoring
* Optional support SLA (Business/Pro/24×7)
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## Bidder Submission

1. Approach (managed platform vs DIY) + latency/reliability plan
2. Relevant demos or past projects
3. Team, timeline, and milestones
4. Setup fee + monthly estimate + optional support tiers
5. Assumptions & requirements from our side

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## Example Portal KPIs

* KPI cards: Calls, Answered%, Missed%, Avg Handle, New Leads, Bookings, Conversion%
* Funnels: Calls → Qualified Intents → Leads → Bookings
* Leaderboards: Top intents, peak hours, completion rates
* Call detail: transcript (redacted), outcome, recording, quick actions (resend confirmation, follow-up)