What exactly do we automate?
Automation of application processing begins with a list of inputs: website form, mail, Telegram bot, advertising form or telephony. For each input, we define the required fields, source, destination rules and expected response time. If these rules are not set, the system will only breed chaos faster.
It is important to distinguish between a request and a new client. One person can fill out the form, then write to Telegram and call. We save all requests, but link them to a common card according to agreed criteria. The phone number cannot be used as the only unconditional key: companies have common numbers and several representatives.
Application route
- Welcome. The input is stored with a channel ID and time of receipt.
- Examination. Obvious spam and incomplete technical records are removed. This application without some fields is sent for analysis.
- Communication with the client. An existing contact is searched and a possible duplicate is marked.
- Purpose. An employee is selected based on rotation, direction, or availability.
- Next step. A task is created to answer, call back or clarify data.
- Control. Unprocessed requests are shown to the manager; integration errors have a separate log.
Where is AI needed?
AI is useful when incoming texts are different: you need to highlight a service, address, desired time or summary. If the application already comes from a form with fields, the normal rules are usually simpler and cheaper. We do not entrust the decision on payment, return, discount or data deletion to the free response of the model.
For an ambiguous query, the system can suggest a category and pass the entry to the person. The prototype will show not only a successful example, but also a message without a phone number, several tasks in one text and an uncertain answer. This allows you to evaluate the real usefulness of automation.
Protection against lost requests
Receiving a message and writing to CRM are separated by a queue. If CRM is unavailable, the request does not disappear: the pending state and the reason for the error remain. Repeated delivery of one event does not create a new deal. Only safe operations are repeated; an uncertain payment result requires a separate reconciliation.
- The report contains the number of requests received, created and awaiting processing.
- The error has a time, a channel and a clear reason without displaying passwords.
- A repeated webhook does not double the contact and task.
- Firing a manager does not leave applications assigned to the unavailable employee.
- The source is saved when switching between the site and CRM.
Cost and what to prepare
Direction AI automation starts Quote on request. The number of channels, available APIs, and route complexity all affect the outcome. To evaluate, you need several anonymous applications, your CRM, a list of channels and distribution rules. If there is no CRM itself yet, we will connect the project with CRM development or suggest starting with an existing solution.
Let's discuss your task
Describe the process and result you need. We will show the prototype and agree on the development content, cost and deadline.
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