A fully automated AI call center should access customer records in real-time, allowing AI to retrieve order details, support tickets, and account information. Today, we’ll integrate our Laravel AI voice bot with a CRM system to enhance customer interactions.
1. Why Integrate AI with CRM?
When a customer calls, AI can: Fetch customer details from the CRM (e.g., account status, last purchase).
Update CRM records (e.g., logging call interactions).
Personalize AI responses based on stored customer data.
Automate customer service tasks like billing inquiries and ticket status.
More on CRM AI automation: HubSpot AI CRM
2. Setting Up CRM Integration in Laravel
We’ll use REST APIs to connect the AI bot to a CRM system.
For this example, we assume the CRM exposes a REST API for accessing customer data.
Step 1: Install Laravel HTTP Client
composer require guzzlehttp/guzzle
Step 2: Configure CRM API in .env
CRM_API_URL=https://crm.example.com/api
CRM_API_KEY=your_api_key
3. Fetching Customer Data from CRM
We create a CRMService that queries customer data based on phone number.
Step 1: Create CRMService to Retrieve Customer Details
namespace App\Services;
use Illuminate\Support\Facades\Http;
class CRMService
{
public function getCustomerByPhone($phoneNumber)
{
$response = Http::withHeaders([
'Authorization' => 'Bearer ' . env('CRM_API_KEY'),
])->get(env('CRM_API_URL') . "/customers", ['phone' => $phoneNumber]);
return $response->successful() ? $response->json() : null;
}
}
4. Enhancing AI Responses with CRM Data
Now, we modify AIService to fetch customer details from CRM before generating a response.
Step 1: Modify AIService to Use CRM Data
namespace App\Services;
use OpenAI;
use App\Services\CRMService;
class AIService
{
protected $client;
protected $crm;
public function __construct()
{
$this->client = OpenAI::factory()->withApiKey(env('OPENAI_API_KEY'))->make();
$this->crm = new CRMService();
}
public function generateResponse($sessionId, $query, $phoneNumber)
{
$customer = $this->crm->getCustomerByPhone($phoneNumber);
$context = $customer
? "Customer Info:\nName: {$customer['name']}\nLast Order: {$customer['last_order']}\n"
: "No customer record found.\n";
$response = $this->client->completions()->create([
'model' => 'gpt-4',
'prompt' => "$context\nUser: $query\nAI:",
'max_tokens' => 100,
]);
return $response['choices'][0]['text'] ?? 'I couldn’t process your request.';
}
}
5. Using CRM Data in an AI Call
Now, we modify the call handling system to send customer phone numbers to the AI bot.
Step 1: Modify handleCall()
to Include CRM Data
use App\Services\AIService;
use Illuminate\Http\Request;
public function handleCall(Request $request)
{
$sessionId = $request->input('session_id');
$query = $request->input('query');
$phoneNumber = $request->input('phone');
$ai = new AIService();
$response = $ai->generateResponse($sessionId, $query, $phoneNumber);
return response()->json(['reply' => $response]);
}
6. AI Call Flow with CRM Data Access
Step 1: Customer calls AI bot.
Step 2: AI retrieves customer details from CRM.
Step 3: AI personalizes response (e.g., “Your last payment was on March 5”).
Step 4: AI responds via Text-to-Speech (TTS).
Step 5: AI logs the conversation back into the CRM (coming in Day 9).
More on AI-powered CRMs: Salesforce AI
Meta Description
“Integrate AI voice bots with CRM in Laravel. Fetch customer details, automate responses, and enhance customer interactions with AI! #AIVoiceBot #AIandCRM”