Day 8: Integrating AI with CRM for Customer Data Access #AIVoiceBot #AIandCRM

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”

💡 Next: Day 9 – Logging AI Conversations into CRM for Customer Insights #AIVoiceBot #AIInsights