A comprehensive solution developed for EY Techathon 5.0 that revolutionizes BPO/BPM customer support operations by intelligently triaging and handling customer queries. Our system optimizes support staff efficiency by automating routine inquiries while ensuring complex cases receive dedicated human attention.
BPO/BPM organizations face significant challenges with:
- High volume of customer support calls and queries
- Inefficient distribution of support staff resources
- Delayed response times for critical issues
- Support staff overwhelmed with routine queries
Our microservices-based architecture implements an intelligent support system that:
- Automatically categorizes and prioritizes incoming queries
- Handles routine inquiries through AI chatbots
- Routes complex cases to appropriate human agents
- Provides data-driven insights for continuous improvement
This repository contains multiple services, each handling specific aspects of the solution:
- Service 1: It provides seemless communication between customer and Agent
- Service 2: Added with Sentiment analysis and feedback machanism
- Intelligent query classification and routing
- Real-time AI chatbot support
- Advanced analytics dashboard
- Seamless escalation to human agents
- Performance monitoring and reporting
- Python , AI Agents , LLMs
- Django , npm
- GROQ_API_KEY , OPEN_AI_API KEY
- Clone the repository
git clone [repository-url]- Install dependencies for each service
cd [service-directory]
npm install # or equivalent command- Configure environment variables
cp .env.example .envWe welcome contributions! Please follow these steps:
- Fork the repository
- Create a feature branch
- Commit your changes
- Push to the branch
- Create a Pull Request
- Rakshit Shah
- Vivek Ranalkar
- Shadan Anwar
- Richa Shah
- Kalyani Bonde
MIT licence
This project was developed as part of EY Techathon 5.0, focusing on innovative solutions for business process optimization through technology.