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KIMBODO

AI-Powered Service Review System with Live Chat & Email Integration

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Overview

This project focuses on automating and improving the service review process in the industry by leveraging Google Dialogflow for AI-powered conversational interactions. Customers can provide feedback via email and live chat while also engaging with a live representative when needed. The system ensures seamless communication, captures qualitative feedback, and schedules follow-ups using Google Calendar integration.

AI-Powered Service Review System with Live Chat & Email Integration

Problem Statement

Companies struggle with efficiently capturing and analyzing customer feedback regarding their service quality and live representative interactions. Traditional email-based surveys often have low engagement rates, while live chat reviews may lack structured insights. There is a need for an automated and intelligent system that:

  • Engages customers in a natural and conversational way.
  • Captures real-time feedback through multiple channels.
  • Schedules follow-ups based on the feedback provided.
  • Enhances live chat interactions by integrating AI assistance.

High-Level Use Cases Solved

1. Automated Service Review Collection via Email & Chat

  • Customers receive an automated email or a live chat link post-service.
  • A Dialogflow-powered bot collects feedback using structured and open-ended questions.
  • AI understands sentiment analysis and escalates negative reviews for human intervention.

2. Live Representative Quality Review

  • Customers interacting with live agents are prompted to review the conversation quality.
  • The AI-powered system rates the experience based on keywords and sentiment.
  • If dissatisfied, the system schedules a follow-up call with a senior representative.

3. Google Calendar API for Follow-Ups & Escalations

  • If a review requires further action, the system automatically schedules a follow-up meeting.
  • Integration with Google Calendar API ensures smooth coordination between teams.
  • Customers can confirm or reschedule their meetings through AI-driven interactions.

4. AI-Driven Reporting & Insights

  • AI generates trend reports based on customer feedback.
  • Businesses receive real-time alerts for critical issues.
  • Data is structured for sentiment analysis and performance improvement.

Technologies Used

  • Google Dialogflow – AI-powered chatbot for structured and natural conversations.
  • Google Cloud Functions – Serverless backend for processing requests and automation.
  • Node.js – Backend scripting for handling logic, API calls, and data storage.
  • Google Calendar API – Scheduling follow-ups and managing appointments.
  • Google Cloud Firestore / Firebase – Storing customer reviews and interaction history.
  • Google Cloud Natural Language API – Sentiment analysis for qualitative feedback.
  • Webhook Integrations – Connecting to third-party CRM and email services.

Success Criteria

  • Increased Engagement: Higher response rates compared to traditional email surveys.
  • Better Sentiment Analysis: AI identifies patterns in positive and negative feedback.
  • Efficient Issue Resolution: Faster escalation and resolution of negative experiences.
  • Improved Scheduling: Automated follow-ups reduce missed customer engagements.
  • Live Agent Optimization: Insights drive training and improvement for live representatives.

Future Enhancements

  • Multi-Channel Integration – Expanding to SMS and WhatsApp for review collection.
  • Voice Assistant Support – Allowing customers to leave feedback via Google Assistant.
  • Enhanced AI Analytics – Using machine learning for deeper insights into customer feedback.
  • CRM Automation – Directly logging feedback data into Salesforce, Zoho, or HubSpot.

Real-Time Adaptive Feedback – AI dynamically adjusts questions based on user responses.