AI-powered Arabic Customer Service Agent Development
Budget: $30 – $250 USD
We are looking for a freelancer to design, develop, and deploy an AI-powered customer service agent that automatically handles customer inquiries through:
Web Chat (on our website)
WhatsApp Business API
Instagram Direct Messages
The AI agent must support Arabic (including Gulf dialects) and English, and it should be excellent in Arabic. The freelancer must provide Arabic conversation examples as part of their proposal.
1) Project Objectives
Reduce response time to under 10–30 seconds, operating 24/7.
Achieve 70–85% automation rate (self-resolved inquiries without human intervention).
Increase Customer Satisfaction (CSAT ≥ 4.5/5) and reduce human agent workload by 40–60%.
Collect and analyze customer intents and support tickets to generate weekly actionable reports.
2) Scope of Work
A. Channels
Website Chat Widget
WhatsApp (via WhatsApp Business API and an official provider such as Meta / 360dialog / Twilio / Infobip)
Instagram / Messenger (via Meta Graph API)
B. Languages
Arabic (Formal + Gulf dialects) with a friendly and professional tone.
English.
C. Core Functions
Answer FAQs.
Provide pricing and package information.
Explain platform features.
Share working hours and company location.
Create or update support tickets, and escalate to human agents when necessary.
Collect qualified lead data (name, phone, email) with user consent.
Support automation actions such as generating temporary discount codes or booking appointments.
D. Required Integrations
Integration with internal systems (CRM, store management, etc.)
E. AI and Speed
Must implement an Answer / Clarify / Escalate mechanism.
3) Technical Requirements
Use trusted Large Language Models (LLMs) such as OpenAI, Anthropic, or Vertex AI, with orchestration and guardrail layers.
Comply with GDPR, Meta, and WhatsApp Business policies.
Include an Admin Dashboard for:
Knowledge Base and FAQ management.
Tone, language, and template control.
Conversation playbooks and flows.
Reporting and analytics.
4) Deliverables
Requirements analysis document, Customer Journey Map, and Conversation Flow Diagram.
Knowledge Base structure and initial data import.
Deployment of the agent on selected channels with system integrations.
Testing environment (Staging) with scenarios, then production launch.
Runbook and Admin Manual for handover.
5) KPIs (Key Performance Indicators)
First Response Time (FRT)
Self-serve Resolution Percentage
Conversion rate (chat to order/payment)
CSAT/NPS after interaction
Top Intents, frequent issues, and weekly improvement recommendations
6) Security and Privacy
Role-based access control and periodic access reviews.
Compliance with WhatsApp/Meta messaging policies and restrictions on promotional content.
7) Proposed Timeline
Week Milestone
1 Requirement analysis, access setup, and flow design
2 Prototype build, first channel integration, knowledge base import
3 Comprehensive testing, intent optimization, and analytics setup
4 Pilot launch, team training, and monthly improvement plan
(Timeline may be adjusted depending on project scope.)
8) Acceptance Criteria
Average accuracy and response time ≥ 90% on test data.
Successful execution of all critical scenarios.
Working reports and KPI dashboard.
Internal team can modify content and templates without developer support.
9) Support and Maintenance
30–90 days warranty period for bug fixes and technical issues after launch.
10) What We Provide
Access to APIs/accounts (WhatsApp Business, Meta, payment gateway, store systems, etc.)
Policy, pricing, and FAQ documentation.
Brand tone, colors, and example replies.
Dummy data as needed.
11) What We Expect from the Freelancer
Examples of similar chatbot projects (links/videos, especially in Arabic).
Detailed project timeline, potential risks, and mitigation plan.
Cost breakdown per phase, including any third-party fees (WhatsApp, LLM, hosting).
Clarification of message limits and variable costs (e.g., per WhatsApp message or LLM usage).
Performance guarantees and post-launch support plan.
12) Example Flows
Escalation scenario: If the bot does not understand or detects a sensitive issue, it gathers key information and automatically creates a ticket for the support team.
13) Platform Rules
All WhatsApp and Instagram messages must comply with template and session policies.
No unauthorized promotional messages.
Any payment automation must use official, secure payment links.
14) Estimated Budget
Estimated range: USD [X – Y] for the initial implementation (depending on integrations and channels).
Ongoing monthly costs for third-party services (LLM, WhatsApp provider, hosting) are billed separately.
15) Final Notes
Please submit a detailed proposal covering all items listed above.
Proposals with working Arabic chatbot examples, clear reporting, and well-structured implementation plans will be given priority.
Web Chat (on our website)
WhatsApp Business API
Instagram Direct Messages
The AI agent must support Arabic (including Gulf dialects) and English, and it should be excellent in Arabic. The freelancer must provide Arabic conversation examples as part of their proposal.
1) Project Objectives
Reduce response time to under 10–30 seconds, operating 24/7.
Achieve 70–85% automation rate (self-resolved inquiries without human intervention).
Increase Customer Satisfaction (CSAT ≥ 4.5/5) and reduce human agent workload by 40–60%.
Collect and analyze customer intents and support tickets to generate weekly actionable reports.
2) Scope of Work
A. Channels
Website Chat Widget
WhatsApp (via WhatsApp Business API and an official provider such as Meta / 360dialog / Twilio / Infobip)
Instagram / Messenger (via Meta Graph API)
B. Languages
Arabic (Formal + Gulf dialects) with a friendly and professional tone.
English.
C. Core Functions
Answer FAQs.
Provide pricing and package information.
Explain platform features.
Share working hours and company location.
Create or update support tickets, and escalate to human agents when necessary.
Collect qualified lead data (name, phone, email) with user consent.
Support automation actions such as generating temporary discount codes or booking appointments.
D. Required Integrations
Integration with internal systems (CRM, store management, etc.)
E. AI and Speed
Must implement an Answer / Clarify / Escalate mechanism.
3) Technical Requirements
Use trusted Large Language Models (LLMs) such as OpenAI, Anthropic, or Vertex AI, with orchestration and guardrail layers.
Comply with GDPR, Meta, and WhatsApp Business policies.
Include an Admin Dashboard for:
Knowledge Base and FAQ management.
Tone, language, and template control.
Conversation playbooks and flows.
Reporting and analytics.
4) Deliverables
Requirements analysis document, Customer Journey Map, and Conversation Flow Diagram.
Knowledge Base structure and initial data import.
Deployment of the agent on selected channels with system integrations.
Testing environment (Staging) with scenarios, then production launch.
Runbook and Admin Manual for handover.
5) KPIs (Key Performance Indicators)
First Response Time (FRT)
Self-serve Resolution Percentage
Conversion rate (chat to order/payment)
CSAT/NPS after interaction
Top Intents, frequent issues, and weekly improvement recommendations
6) Security and Privacy
Role-based access control and periodic access reviews.
Compliance with WhatsApp/Meta messaging policies and restrictions on promotional content.
7) Proposed Timeline
Week Milestone
1 Requirement analysis, access setup, and flow design
2 Prototype build, first channel integration, knowledge base import
3 Comprehensive testing, intent optimization, and analytics setup
4 Pilot launch, team training, and monthly improvement plan
(Timeline may be adjusted depending on project scope.)
8) Acceptance Criteria
Average accuracy and response time ≥ 90% on test data.
Successful execution of all critical scenarios.
Working reports and KPI dashboard.
Internal team can modify content and templates without developer support.
9) Support and Maintenance
30–90 days warranty period for bug fixes and technical issues after launch.
10) What We Provide
Access to APIs/accounts (WhatsApp Business, Meta, payment gateway, store systems, etc.)
Policy, pricing, and FAQ documentation.
Brand tone, colors, and example replies.
Dummy data as needed.
11) What We Expect from the Freelancer
Examples of similar chatbot projects (links/videos, especially in Arabic).
Detailed project timeline, potential risks, and mitigation plan.
Cost breakdown per phase, including any third-party fees (WhatsApp, LLM, hosting).
Clarification of message limits and variable costs (e.g., per WhatsApp message or LLM usage).
Performance guarantees and post-launch support plan.
12) Example Flows
Escalation scenario: If the bot does not understand or detects a sensitive issue, it gathers key information and automatically creates a ticket for the support team.
13) Platform Rules
All WhatsApp and Instagram messages must comply with template and session policies.
No unauthorized promotional messages.
Any payment automation must use official, secure payment links.
14) Estimated Budget
Estimated range: USD [X – Y] for the initial implementation (depending on integrations and channels).
Ongoing monthly costs for third-party services (LLM, WhatsApp provider, hosting) are billed separately.
15) Final Notes
Please submit a detailed proposal covering all items listed above.
Proposals with working Arabic chatbot examples, clear reporting, and well-structured implementation plans will be given priority.