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Development of a Multifunctional AI-Powered Chatbot Platform for Customer Service and HR Automation

createit.com

Information technology

Business services

Human Resources

Challenges in Customer Service and HR Recruitment Processes

Inefficient customer service workflows with limited 24/7 support and manual HR recruitment processes leading to increased operational costs and reduced scalability. Existing solutions lack integration between customer service and HR automation, limiting market expansion opportunities.

About the Client

An IT company specializing in innovative software solutions for enterprise automation

Objectives for Developing the Chatbot Platform

Create a unified platform combining customer service automation and HR recruitment tools
Reduce operational costs through intelligent automation of repetitive tasks
Improve user experience with WCAG-compliant interfaces and multichannel accessibility
Establish foundation for future AI-driven feature expansion

Core System Functionalities

Intelligent customer service chatbot with NLP capabilities
Automated HR interview scheduling and assessment tools
Drag-and-drop interface for workflow customization
Prebuilt templates for common recruitment scenarios
Real-time performance analytics dashboard
24/7 customer support with ASR/T2S integration

Technology Stack Requirements

AWS cloud infrastructure

PHP (Symfony framework)

JavaScript WebRTC

Docker + Kubernetes + Helm

Mercure protocol for real-time updates

Required System Integrations

AWS NLP services (Comprehend, Lex)
Speech recognition APIs (ASR/T2S)
WCAG AA+ compliance tools
Third-party HR management systems

Non-Functional Requirements

Horizontal scalability for concurrent users
99.9% system availability SLA
GDPR-compliant data security
WCAG AA+ accessibility standards
Sub-second response times for chat interactions

Expected Business Impact of the Chatbot Platform

Projected 40% reduction in customer service operational costs, 30% faster HR recruitment cycles, and 25% increase in customer satisfaction scores. Modular architecture enables rapid feature expansion while WCAG compliance ensures accessibility for 95%+ of web users.