We are seeking a talented and experienced developer to create an advanced AI system using Dialogflow and Twilio for our plumbing business. The AI will handle incoming phone calls and respond to emails, managing customer inquiries efficiently and professionally. Additionally, we need a comprehensive CRM system integrated to manage all customer interactions and data.
**Voice Call Handling:**
1. **AI to Answer Calls:**
- Set up an AI system that answers incoming calls using Twilio.
2. **Greeting & Consent:**
- Implement a greeting that includes a recording notice and requests consent to record the call. The AI should handle both positive and negative responses appropriately.
3. **Service Menu:**
- The AI should present a menu to direct callers based on their needs (e.g., plumbing, gasfitting, specialty services like wood heater installations).
4. **Gather Details:**
- The AI should gather relevant details from callers based on their service choice and log this information for follow-up. This includes customer name, phone number, address, type of service needed, preferred appointment date and time, job location, and any special instructions.
5. **Follow-Up Messages:**
- Send follow-up messages to confirm details or provide additional information if needed.
6. **Fallback Handling:**
- If the AI cannot understand the caller after three attempts, it should escalate the call to a human representative.
- The AI should also inform users to visit [primeplumb.com.au](https://primeplumb.com.au) to see the services offered and areas serviced.
- Compare the locations users mention with the locations serviced by Prime Plumbing & Gasfitting and inform the user accordingly, except for fireplaces.
**Email Response Management:**
1. **Email Handling:**
- Use Dialogflow to set up an AI system that responds to customer inquiries via email.
2. **Templates & Responses:**
- Create and implement email templates for common inquiries and responses.
- Ensure the AI can handle various types of email interactions effectively, including booking confirmations, follow-ups, and service reminders.
3. **Confirmation & Follow-Up:**
- Include options for confirmation emails and follow-up messages. Provide a link in the confirmation email where customers can double-check their details and upload photos related to the job. The link should include terms and conditions that customers must accept before confirming.
4. **Integration with CRM:**
- Integrate with our CRM system, Piper, to log email interactions and manage customer details.
**CRM System (Piper):**
1. **Appointment Scheduling and Dispatching:**
- Automatically assign tasks based on technician availability and geographical zones, and track service calls in real-time.
2. **Automated Communication:**
- Send confirmation emails and texts with confirmation links and terms and conditions. Include follow-up communication for unsold estimates and completed services, and send appointment reminders.
3. **Customer Management:**
- Maintain detailed customer profiles, including service history, past interactions, billing information, and contact details. Provide mobile access for technicians to view customer data and schedules.
4. **Call Recording and Logging:**
- Record calls for quality assurance and training, and log call details automatically into the customer’s account.
5. **Geofencing and Real-Time Updates:**
- Implement geofencing to notify technicians of nearby jobs and update customers on technician arrival times.
6. **Emergency and High-Priority Jobs:**
- Allow customers to mark jobs as high priority or emergency, with a rating system from 1 to 5.
7. **Learning and Adaptation:**
- Implement a feature where the AI learns from customer interactions. The AI will suggest updates to its code based on these interactions and send them for approval before implementation.
**Integration with Xero:**
- Use Xero for invoicing, quoting, and other financial management tasks.
**Performance Optimization:**
- Regularly monitor and optimize the performance of the application to handle increased load as the business grows.
**Skills Required:**
- Expertise in Dialogflow for natural language understanding and conversation management.
- Proficiency in Twilio for call handling and integration.
- Experience with email automation and CRM systems.
- Strong problem-solving skills and attention to detail.
- Experience with Xero integration for financial management.
**Deliverables:**
- Fully functional AI system for handling phone calls and responding to emails.
- Comprehensive CRM system (Piper) to manage customer interactions and data.
- Documentation and training materials for ongoing management.
- Testing and quality assurance to ensure the system meets all requirements.