Intelligent CRM with an AI assistant for customer service

The challenge

The client needed a complete CRM for customer-service representatives and supervisors, with order capture built in rather than bolted on, deployable across countries with different national identity, billing and payment systems.

What we built

Seven services (identity, customer, case, interaction, lead, country adapters and assistant) and an agent portal, integrated with our order management platform through published contract packages.

• Universal search by number, national ID, name or account.
• Customer 360, service 360 and account 360, including corporate hierarchies.
• Order capture wizard and all-orders views driven by the order engine.
• Agent workspace with order and ticket in-trays and an omnichannel activity timeline fed by events.
• Case management with SLA clocks, queues and a status machine.
• Supervisor dashboards for agents, channels, calendar and KPIs; role and access management.
• An AI assistant grounded on live customer data that summarises the situation, drafts responses and suggests next actions, with every suggestion reviewed by the agent.
• B2B leads and prospects pipeline and billing views.

Design principles

Order management is the engine of a CRM, so the CRM never embeds order logic; it references orders and customers by identifier through open APIs. The core is country-agnostic with a pluggable adapter edge, mocked in the demo stack and replaced per market. Performance targets, including 800 concurrent agents with sub-second reads, are checked with automated load tests in the pipeline.