No-Code Voicebot Complaint Management API

Project Title:
AI-Enabled Omnichannel Complaint Management System with Brand & Customer Dashboards
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Project Objective:
To develop a Python API and no-code enabled voicebot-driven complaint management platform that engages users across multiple channels (call, WhatsApp, Telegram, Instagram, etc.), captures and categorizes customer inputs, automates complaint resolution workflows, and enhances brand accountability
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Technology Stack:
• Core Language: Python (APIs)
• Platforms: No-code tools (e.g., Bubble, Make.com, Appgyver)
• AI/LLM: OpenAI ChatGPT APIs
• Voice APIs: Twilio, Knowlarity, Exotel, etc.
• Multilingual NLP: Google Cloud Translate / Whisper / Indic NLP
• Channels: WhatsApp API, Telegram Bot API, Instagram API, Facebook Messenger API
• Data Store: Firebase / AWS DynamoDB
• Voice-to-Text: Whisper / Deepgram / Google Speech-to-Text
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Voicebot Features:
1. Interactive Complaint Collection:
o Engages via phone, WhatsApp, Telegram, etc.
o Collects: Brand Name, Product Name, Complaint Details
o Routes complaint to brand dashboard and assigns ticket

2. Smart Sentiment & Severity Analysis:
o Uses AI to analyze tone, content and urgency
o Tags: Severity (0–5), Urgency (0–5), Abuse (0–5)
o Categorizes: Complaint / Feedback / Suggestion / Support

3. Self-Learning AI:
o Brand-specific training of LLM to evolve tone, FAQs and interaction styles
o Learns from prior interactions to improve subsequent conversations

4. Multilingual Support:
o Auto-detect via phone number / user preference
o Supports Indian regional languages + English

5. Channel Support:
o Voice calls, WhatsApp, Telegram, Facebook, Instagram, Website widget

6. Privacy Control:
o Each complaint is isolated—no cross-access
o Masked customer identity in brand communication (partial phone/email)

7. Contextual Follow-Ups:
o If user calls again, the bot continues from prior complaint thread

8. Voice Transcription + SEO Indexing:
o Real-time transcription saved and visible (brand and customer side)
o Indexed for SEO if not resolved within specified time

9. Post-Resolution Verification:
o Auto-call customer to verify closure
o If not reachable: auto WhatsApp + email follow-up
o If no response in 48 hours, mark resolved (with reopening option)
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Brand Web/App Portal:
1. Login + Dashboard:
o Summary: Complaints / Feedbacks / Suggestions / Support tickets
o Filters: Severity, Time, Department, Status

2. Complaint Management:
o Auto-routing to internal teams
o Assign, escalate, resolve, or respond via voice/text

3. Number Generator:
o API-based generation of toll-free / virtual number (Twilio/Knowlarity)

4. Credit System:
o Add/view credits for complaint handling
o First 24 hrs free → Rs.50 per ticket (to view contact details)

5. Insights & Analytics:
o Resolution TATs, abuse pattern, team performance, etc.
o Customer satisfaction rating (0–5 scale) calculated automatically

6. Notifications & Alerts:
o Email, SMS, WhatsApp on new complaints or SLA breaches
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Customer Web/App Portal:
1. Ticket Dashboard:
o Status view: Complaint, Feedback, Support
o Voice log & timeline view

2. Public SEO Section:
o If complaint unresolved for 7+ days, made visible publicly (voice + transcript)
o Optimized for SEO to pressure non-responsive brands

3. Interaction Log:
o Ability to respond to brand replies via voice or text
o Consolidated complaint trail

4. Authentication:
o Secure login via OTP/email
o Complaint history based on phone/email
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Automated Email Outreach:
• Web scraping used to fetch official brand support emails
• Auto-email sent on complaint creation with:

o Ticket summary
o Masked customer details
o Login for brand to respond