To create a fully automated AI call center, we must log conversations into the CRM for tracking customer interactions, analyzing trends, and improving AI responses. Today, we’ll implement conversation logging in Laravel, storing AI interactions inside the CRM for future reference.
📊 1. Why Log AI Conversations in CRM?
✅ Track customer interactions for better support.
✅ Analyze customer behavior trends with AI insights.
✅ Enable human agents to review previous conversations when needed.
✅ Improve AI accuracy by training it with past conversations.
🔗 More on CRM AI tracking: HubSpot AI Logging
🛠️ 2. Setting Up AI Conversation Logging in Laravel
We’ll store AI-generated conversations in the CRM database to provide context for future calls.
📌 Step 1: Create CRM Logging Service
namespace App\Services;
use Illuminate\Support\Facades\Http;
class CRMLoggerService
{
public function logConversation($phoneNumber, $message, $response)
{
Http::withHeaders([
'Authorization' => 'Bearer ' . env('CRM_API_KEY'),
])->post(env('CRM_API_URL') . "/conversation-log", [
'phone' => $phoneNumber,
'message' => $message,
'response' => $response,
'timestamp' => now(),
]);
}
}
📡 3. Enhancing AI Service to Log Conversations
We modify AIService to log each interaction into CRM after responding.
📌 Step 1: Modify AIService to Log AI Interactions
namespace App\Services;
use OpenAI;
use App\Services\CRMLoggerService;
use App\Services\CRMService;
class AIService
{
protected $client;
protected $crm;
protected $logger;
public function __construct()
{
$this->client = OpenAI::factory()->withApiKey(env('OPENAI_API_KEY'))->make();
$this->crm = new CRMService();
$this->logger = new CRMLoggerService();
}
public function generateResponse($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,
]);
$reply = $response['choices'][0]['text'] ?? 'I couldn’t process your request.';
// Log conversation into CRM
$this->logger->logConversation($phoneNumber, $query, $reply);
return $reply;
}
}
📞 4. Updating Call Handling to Store AI Logs
Now, we ensure the call handling system logs every AI response inside the CRM.
📌 Step 1: Modify handleCall() to Include CRM Logging
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]);
}
📡 5. Testing AI Conversation Logging
✅ Step 1: Customer asks: “What’s my last invoice?”
✅ Step 2: AI fetches details from CRM and responds.
✅ Step 3: AI logs the conversation into CRM.
✅ Step 4: Customer support team can view past AI interactions in CRM.
🔗 More on AI-assisted CRM logging: Salesforce AI Logging
📊 6. AI Logging Benefits for Customer Support
🔹 Searchable conversation history – Agents can quickly review past interactions.
🔹 Data-driven AI improvements – AI learns from logged interactions.
🔹 Compliance & audit tracking – Logs provide a full record of interactions.
🔹 Better personalization – AI uses past conversations for smarter responses.
📝 Meta Description
“Log AI conversations into a CRM in Laravel. Track customer interactions, analyze AI trends, and improve service automation! #AIVoiceBot #AIInsights”
