Smart Customer Service Platform Development Requirements Document

1. Project Overview A multilingual, international customer service platform that allows users to configure multiple chatbots with GPT API integration for AI-powered responses. The platform will offer flexible permission management, business features (e.g., chatbot-based pricing, coupon support, affiliate marketing), and support user-defined group management to meet the needs of enterprise clients. 2. System Roles and Permissions 1. Administrator (Admin) • Manage global functions and configurations, including user management, subscription management, affiliate marketing, cashback rewards, etc. 2. B-End Users (Enterprise Customers/Platform Users) • Primary Account: Responsible for creating and managing chatbots, configuring customer service permissions, grouping users, etc. • Customer Service Representatives: Interact with C-End users, view assigned chatbots, and user groups. 3. C-End Users (End Customers) • Interact with B-End-configured chatbots or customer service representatives via embedded SDKs in apps, websites, or mini-programs. 3. Functional Module Design (1) Admin Functions 1. User Management • User Group Management: • Group B-End users by country, language, industry, etc. • Display user distribution data (e.g., region, subscription ratios). • Permission Management: • Set permission templates for B-End primary accounts and customer service representatives. 2. Business Feature Management • Chatbot-Based Pricing: • Configure free quota (e.g., free version limited to N chatbots). • Set additional fee standards for exceeding the limit (e.g., per chatbot or bulk discount). • Support the purchase of multiple chatbot permissions at once. • Coupon Management: • Create and manage coupons (e.g., discount, duration extension). • Track coupon usage. • Coupons are not stackable: A coupon input field is provided before subscription. Input is optional. 3. Affiliate Marketing Management • Affiliate Application Entry: • Provide an affiliate registration form for users to become promoters. • Cashback and Reward Settings: • Configure affiliate cashback rates (e.g., monthly subscription income). • Set special reward rules (e.g., milestone bonuses or accumulated referral rewards). • View affiliate marketing data (e.g., clicks, registrations, cashback details). 4. Internationalization Configuration • Multilingual support with automatic language switching based on the browser’s language. • Manual language-switching feature. 5. Data Analysis • Display platform income, chatbot usage, user growth trends, etc., in graphical reports. • Export reports in CSV/Excel format. (2) B-End Primary Account Features 1. Chatbot Management • Add Chatbot: • Configure chatbot name and trigger method (e.g., click-triggered or auto-popup). • Set chatbot language and assign customer service representatives. • Multi-Chatbot Management: • Configure prompts, AI switches, and model training for each chatbot individually. • Assign chatbot-specific permissions to customer service representatives. • Limits and Pricing: • Free version limited to N chatbots, exceeding this incurs admin-defined fees. 2. User Management • Custom Groups: Group users based on behavior, tags, location, etc. • User Tags: Assign tags manually or let AI automatically assign based on interaction. • Group Permissions: Assign permissions for customer service representatives to view specific groups or chatbots. 3. AI Features • AI Switch: Enable or disable AI response functionality. • GPT API Configuration: Customize prompts and upload conversation history for training. • AI Tag Management: AI auto-tags users based on interactions (e.g., high-intent customers). 4. Chat and Customer Service Management • Real-Time Chat Management: View all ongoing conversations for bots and customer service representatives. • Customer Service Permissions: Assign representatives specific chatbot or group management rights. • Conversation Records: Filter and export history by time or keywords. 5. Subscription Management • Upgrade subscriptions (e.g., monthly or annual plans) to unlock advanced features. 6. Interface Customization • Paid users can adjust themes, colors, logos, display positions, etc., for chat windows. (3) Customer Service Representative Features • View assigned user groups and conversation history. • Interact with customers in real-time (text, images, emojis). • No permission to modify chatbot configurations or interface settings. (4) C-End User Features 1. Chat Window Trigger • Support click or auto-popup triggers (configurable by B-End users). • Optionally prompt users for an email address before initiating a conversation. 2. Chat Functionality • Supported Messages: Text, images, and emojis. • Multilingual Support: Automatically detect browser language or allow manual selection. • AI Interaction: AI-powered replies based on GPT prompts and configurations. 4. Subscription and Permissions Management 1. Subscription Plans • Free Version: • Limited to N chatbots with no AI functionality. • Basic features like limited interface customization and restricted customer service slots. • Paid Version ($19.9/month or $199/year): • Includes N free chatbots, with additional fees for extra bots. • Monthly plan: Up to 3 customer service representatives. • Annual plan: Unlimited representatives. • Unlocks advanced features like AI responses and interface customization. 2. Payment and Coupon Support • Support payment via Stripe, PayPal, etc. • Allow one coupon per subscription (input field available before payment). 5. SDK Integration and Documentation 1. SDK Support Platforms • Websites (JavaScript SDK). • Android and iOS native apps. • Mini-programs (e.g., WeChat). • Apps developed using frameworks like Uniapp or Flutter. 2. Documentation • Provide integration guides for all platforms, including sample code, API references, and FAQs. • Include real-world examples for quick setup. 6. Future Expansion 1. App-Based Customer Service Platform • A dedicated app allowing B-End customer service representatives to respond without logging into the website. 2. Advanced Features • Intelligent user segmentation and personalized recommendations. • Survey and feedback form generation triggered by customizable rules.