Flash AI - Snoonu IVR System

Intelligent AI phone system for Snoonu's 100,000+ monthly support calls

✅ What Flash Does

Flash is a complete AI IVR (Interactive Voice Response) system built specifically for Snoonu, Qatar's leading food delivery platform. It handles:

Driver Support (Largest Volume)

• Can't find customer address → Provides full address, landmarks, GPS
• Pickup delays → Contacts restaurant, offers compensation
• Customer not available → Guides on failed delivery procedure
• Navigation issues → Gives detailed location instructions

Customer Support (High Priority)

• Missing orders → Checks status, processes refund + credit
• Wrong items → Verifies order, offers refund/redelivery
• Refund requests → Processes immediately with verification
• Delivery delays → Checks driver location, provides ETA

Restaurant Support

• Tablet not working → Walks through restart procedure
• Order confusion → Clarifies details, checks for duplicates
• Item substitutions → Guides on protocol
• Technical issues → Escalates to tech support

🚀 Key Features

✅ Intelligent Context Detection - No manual routing! Agent understands from conversation if caller is driver, customer, or restaurant

✅ Real Phone Calls - Makes and receives actual phone calls using ElevenLabs

✅ Professional Voices - Natural human-like voices from ElevenLabs (not robotic)

✅ Bilingual - English + Arabic support for Qatar

✅ Order Lookup - Integrates with Snoonu database to find orders

✅ Refund Processing - Processes refunds during the call

✅ CRM Logging - Documents every interaction automatically

✅ Action Tracking - Shows what actions agent takes in real-time

📱 How to Use

1. View Working Demo

npm run dev

Visit: http://localhost:5555/demo

Click one of the scenario buttons to see the AI handle:

• Driver with location issue
• Customer with missing order
• Restaurant with tablet problem

2. Make Real Phone Calls

Click "Make Real Call" button in the demo, then:

1. Enter a real phone number (e.g., +16173083474 or +974-5555-1234)
2. Enter your ElevenLabs Agent ID (from your dashboard)
3. Click "Call Now"
4. The phone will actually ring!

3. Set Up Your ElevenLabs Agent

See ELEVENLABS_SETUP.md for detailed instructions, but in summary:

1. In your ElevenLabs dashboard, create ONE intelligent agent
2. Use the prompt from lib/prompts.ts → SNOONU_PROMPTS.mainAgent.english
3. Set first message: "Hello, this is Snoonu support. How can I help you today?"
4. Enable tools: lookup_order, process_refund, notify_driver, escalate_to_human
5. Save and copy the Agent ID
6. Paste into Flash

🔧 Technical Stack

• Frontend: Next.js 16, React, TypeScript, Tailwind CSS
• Voice: ElevenLabs Conversational AI
• Phone: Twilio (for inbound webhooks)
• AI: OpenAI GPT-4 (via ElevenLabs)
• Visualization: ReactFlow (workflow builder)
• Charts: Recharts (analytics)

📊 Dashboard Features

• /dashboard/canvas - Visual workflow builder
• /dashboard/conversations - Live chat interface
• /dashboard/outbound - Make outbound calls
• /dashboard/insights - Analytics and AI insights
• /dashboard/voice - Voice settings
• /demo - Interactive demo with scenarios

🌍 Snoonu-Specific Features

• Order lookup by ID (SN-2024-XXXXXX format)
• Qatar phone number support (+974)
• QAR currency for refunds
• Arabic language support
• Driver, customer, and merchant workflows
• CRM logging for all interactions

🔑 API Keys

Your ElevenLabs API key is already configured:

sk_c2a36b61d8e63d3305d349c45078d1078f7845f644062a60

📞 Testing

1. Simulated Demos: Click scenario buttons at /demo
2. Real Calls: Use "Make Real Call" feature with your ElevenLabs Agent ID
3. Outbound Dashboard: Go to /dashboard/outbound for bulk calling

🎯 Next Steps

1. ✅ Save your ElevenLabs workflow
2. ✅ Copy the Agent ID from URL
3. ✅ Test with real phone number
4. ⏳ Connect to real Snoonu API (when available)
5. ⏳ Deploy to production

Flash is ready to handle Snoonu's support calls with intelligent, context-aware AI! 🚀