TALKORA

AI BASED CUSTOMER SERVICE PLATFORM

Project Proposal
 TABLE OF CONTENTS
Executive Summary .......................................... 3
1. Problem Statement & Challenges ................. 4
2. Proposed Solution & Approach ..................... 5
3. Project Scope & Objectives ........................... 7
4. Technical Architecture ................................... 8
5. Tech Stack & Tools ..................................... 10
6. Business Model & Revenue Strategy .......... 11
 EXECUTIVE SUMMARY
Talkora is a next-generation AI-driven customer support platform designed to transform the way
businesses engage with their customers. In an era where customer expectations for instant,
personalized responses are at an all-time high, Talkora offers an intelligent solution that not only
automates routine customer inquiries but also ensures a seamless and personalized experience
across multiple communication channels.
Leveraging cutting-edge technologies such as Hugging Face models (LLaMA3, Qwen 2.5, and
Mistral), natural language processing (NLP), and machine learning (ML), Talkora empowers
businesses to automate customer support tasks, enhance user engagement, and drive
operational efficiencies. The platform is designed to integrate with various communication
touchpoints, including web interfaces, mobile apps (React Native), and social media
channels like WhatsApp and Messenger, ensuring businesses can meet customers wherever
they are.
Talkora’s architecture is built for scalability and flexibility, enabling businesses to scale
effortlessly as their customer base grows. By incorporating advanced features such as multi-
tenant support, real-time data processing, and customizable automation, Talkora is ideal
for businesses of all sizes, from startups to large enterprises.
The platform’s ability to automate workflows and handle complex interactions significantly
reduces the burden on human agents, resulting in faster response times, improved customer
satisfaction, and cost savings. Additionally, Talkora provides full transparency with robust data
handling and security measures to ensure compliance with industry standards and data
privacy regulations.
This proposal outlines the vision, technical architecture, and roadmap for implementing
Talkora, enabling businesses to deliver exceptional customer service, streamline support
operations, and unlock new levels of productivity.

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1. PROBLEM STATEMENT & CHALLENGES
In the modern digital landscape, businesses are struggling to meet the growing demand for
instant, personalized, and efficient customer support across multiple channels. Traditional
customer service models are failing to address these expectations due to the following
challenges:
• High Operational Costs: Managing routine queries and scaling human resources for
increased workloads leads to unsustainable costs.
• Scalability Issues: Human agents are limited by capacity and working hours, causing
delays and inconsistent service during peak times.
• Inconsistent Service Quality: Variations in expertise among agents often result in non-
uniform responses and degraded customer experiences.
• Real-time Responsiveness: Rising expectations for immediate replies, particularly on
digital channels, are difficult to meet without automation.
• Multi-channel Complexity: Providing seamless service across platforms such as web,
social media, and apps increases operational intricacy.
Technical Challenges
To address these issues, Talkora overcome key technical hurdles:
• Intent Recognition: Ensuring accurate classification and extraction of user intents
across diverse languages and query formats.
• Data Handling: Implementing secure storage and processing methods that comply with
privacy regulations while maintaining operational efficiency.
• Scalability: Designing an architecture capable of handling high traffic with minimal
latency and robust fault tolerance.
• Edge Case Handling: Managing unstructured, ambiguous, or unsupported queries
through fallback mechanisms or human escalation.
• Continuous Model Updates: Regular retraining of AI models to keep pace with
evolving user expectations and business requirements.
Talkora tackles these challenges with advanced AI solutions, ensuring scalable, efficient, and
real-time customer support across channels while adhering to privacy and regulatory
standards.

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2. PROPOSED SOLUTION & APPROACH

Talkora is a highly advanced AI-driven platform designed to address the increasing demand for
efficient, scalable, and personalized customer service across diverse communication channels.
Its core functionality is based on a multi-layered architecture that ensures seamless interaction
with customers while processing and responding to their queries in real-time. Talkora’s design
leverages several modern technologies to ensure that businesses can handle large volumes of
customer inquiries while minimizing the need for human intervention.
The User Interaction Layer of Talkora ensures that businesses can engage with their
customers through a variety of touchpoints, including web interfaces, mobile apps powered by
React Native, and social media channels like WhatsApp and Messenger. This approach
guarantees flexibility and convenience for customers, allowing them to interact via the platform
of their choice. Each of these communication channels interfaces with Talkora through robust
APIs that handle data transfer efficiently and securely.
Upon receiving a query, Talkora moves into the Input Validation and Preprocessing Layer,
where it checks the user input for correctness, formats it, and handles any edge cases, such
as empty or excessively long messages. This ensures that only appropriate and structured
data enters the system for processing. Tools like spaCy for language detection and
tokenization are used to clean and preprocess text, removing unnecessary elements, and
enabling accurate and fast processing for subsequent steps.
The Intent and Entity Recognition layer is powered by advanced NLP models like LLaMA3,
Qwen 2.5, and Mistral. This layer is designed to accurately classify the user’s intent, such as
requesting a password reset, tracking an order, or making a service inquiry. It also extracts
important entities from the input (e.g., customer name, order number, dates) through Named
Entity Recognition (NER), enabling the system to deliver context-aware responses. If the
system cannot classify the intent or encounters unsupported input, it responds with fallback
messages, prompting the user to clarify their request.
Once the intent is classified, Talkora enters the Decision Layer, where it determines the most
appropriate response. For knowledge retrieval tasks, Talkora uses vector search engines such
as Milvus or Weaviate in combination with sentence transformers to query the knowledge base
and find the most relevant documents or responses. If the query requires a specific action,
such as updating account details or resetting a password, the system triggers backend
automation tasks through APIs and manages the workflow with a task queue such as Celery. If
a task cannot be handled by the AI, it is escalated to a human agent, utilizing CRM integrations
like Frappe to ensure smooth handoff and notification.
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For more complex queries requiring detailed information, the Knowledge Retrieval Layer
employs vector-based search systems to quickly identify relevant information from a
knowledge base, FAQs, or other document repositories. The system cross-references the
input query with indexed data in real time, delivering accurate, high-quality responses. If no
matches are found, the system either asks for clarification or provides fallback answers to keep
the conversation moving.
After retrieving the necessary knowledge or performing the automation task, Talkora proceeds
to Response Generation, utilizing a Retrieval-Augmented Generation (RAG) pipeline. This
combines the retrieved data with generative AI models like LLaMA3 or Qwen 2.5 to craft a
personalized and contextually appropriate response. The generated response is then delivered
in real-time to the user through the web interface or mobile app, with minimal latency, via
WebSocket or REST APIs.
In the event of system failures or unhandled queries, Talkora intelligently routes the issue to a
human agent or provides fallback messages, maintaining user engagement. Additionally, all
interactions are logged for future reference, and the system continuously collects user
feedback for ongoing improvement.
Finally, Monitoring, Analytics, and Continuous Improvement mechanisms are embedded
throughout Talkora’s operation. The platform tracks critical performance metrics such as
system health, user satisfaction, and query resolution times. This data is fed into a continuous
learning loop, where the AI models are retrained with new information to enhance their
accuracy and effectiveness over time. This iterative improvement process ensures that Talkora
remains adaptive to evolving customer needs and can scale efficiently as user volume grows.

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3. PROJECT SCOPE & OBJECTIVES

The Talkora AI-powered customer support solution is designed to transform business operations
by providing an automated, scalable, and highly responsive platform for handling customer
queries across multiple communication channels. The scope of the project includes the
development, deployment, and ongoing maintenance of an AI-powered customer assistant
capable of handling various service tasks, including information retrieval, backend automation,
and customer interaction management.
The AI models, such as LLaMA3, Qwen 2.5, and Mistral, will be integrated to facilitate natural
language processing (NLP) functions, including intent recognition, entity extraction, and
automated response generation. These models will support semantic search for quick
knowledge retrieval, further automating customer service tasks. The backend will support
complex automation tasks and integrate with external systems like CRMs, allowing smooth
escalation to human agents when necessary. Additionally, the implementation will involve
building a vector-based knowledge retrieval system using tools like Milvus or Weaviate to
provide fast, contextually relevant responses from a database of documents and FAQs.
The primary objectives of the Talkora solution are to automate routine customer interactions,
reduce the workload on human agents, and improve operational efficiency. The system is
designed to handle customer queries related to common tasks, including password resets,
account inquiries, and order tracking. This will result in significant savings in both human
resources and operational costs. Another key objective is to provide real-time, multi-channel
support across platforms like web, mobile, and social media, enhancing accessibility and
ensuring businesses can provide immediate responses to customers across their preferred
communication channels.
Scalability is a critical factor in the Talkora solution, with the system being designed to grow with
the business. It will support an increase in the volume of customer queries without compromising
on performance or response times. The system will also deliver personalized customer
interactions, leveraging advanced AI models to provide tailored responses based on context and
past interactions, improving user satisfaction and fostering stronger customer relationships.
Talkora will include a seamless escalation mechanism that redirects complex queries or tasks
that require human intervention to CRM systems such as Frappe, ensuring smooth handoffs to
available agents. In addition, the platform will feature continuous learning capabilities, allowing
the system to adapt and improve over time by retraining its models with new data and customer
feedback. This ensures that the solution remains effective as customer needs evolve.

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4. TECHNICAL ARCHITECTURE

The Talkora system architecture is designed to be scalable, secure, and efficient, ensuring high
performance while managing a large volume of customer interactions. The architecture is
modular, consisting of several layers that work together to deliver seamless customer
interactions.

The User Interaction Layer serves as the interface through which customers engage with the
system. Talkora integrates with web, mobile, and social media platforms. The Web Interface is
built with React.js, offering a responsive and modular design for scalability. React Native is
used for the mobile application, providing a cost-effective cross-platform solution for both iOS
and Android. Integration with Twilio API for WhatsApp and Facebook Messenger API ensures
reliable communication across popular social messaging platforms.

In the Input Validation and Preprocessing Layer, spaCy is utilized for language detection,
tokenization, and text preprocessing, chosen for its efficiency and comprehensive language
support. Regular Expressions are used for quick input validation, ensuring that queries are
structured properly before they are processed.

The Intent and Entity Recognition Layer is powered by Hugging Face Transformers,
including models like LLaMA3, Qwen 2.5, and Mistral 7B. These models, pre-trained on diverse
datasets, are ideal for intent classification and entity extraction. Sentence Transformers are
employed for semantic textual similarity, enhancing the system's ability to understand user
queries in a conversational context.

In the Decision Layer, backend logic determines the appropriate response for each query.
Celery, with Redis, manages background tasks and ensures efficient, low-latency task
processing. For human-agent escalation, Frappe Framework is integrated, facilitating seamless
CRM interactions and query routing.

The Knowledge Retrieval Layer utilizes Milvus or Weaviate, open-source vector databases
that enable fast, scalable search by embedding text data into vectors. These databases are
optimized for semantic search, making them ideal for handling large-scale knowledge retrieval
while maintaining accuracy and speed.

The Response Generation process uses LLaMA3 and Qwen 2.5 to produce human-like,
personalized responses. The RAG (Retrieval-Augmented Generation) pipeline combines
knowledge retrieval with the power of generative models, enhancing response accuracy by
incorporating relevant documents into the response generation process.

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 Fig.1 Technical Architecture

For real-time communication, the Delivery Layer uses WebSocket for bi-directional, low-
latency communication between the backend and frontend, ensuring immediate delivery of
responses. In cases where WebSockets are not suitable, REST APIs are used for integrating
responses with various frontend systems.

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 Fig.2 Architecture for sub modules.

Finally, the Monitoring & Analytics Layer tracks system performance with Prometheus, while
Grafana visualizes metrics to monitor system health and efficiency. The Elastic Stack (ELK) is
employed for logging, storing, and analyzing user interactions, helping to identify patterns,
bottlenecks, and areas for continuous improvement.

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5. TECH STACK & TOOLS

The tech stack for Talkora has been carefully selected to ensure scalability, reliability, and
ease of use while remaining open-source. Below is an overview of the primary technologies
used:

For the Frontend, React.js is chosen for its component-based structure, ensuring
modularity and seamless updates for high-performance user interfaces. React Native is
used for mobile app development, providing cross-platform support for both iOS and
Android with a shared codebase.

On the Backend, FastAPI is selected for its performance and ease of use, offering
asynchronous support for high concurrency and low-latency requests. Node.js combined
with Express handles real-time interactions efficiently, thanks to its event-driven, non-
blocking I/O model.

In the AI and NLP Layer, Hugging Face Transformers such as LLaMA 3, Qwen 2.5, and
Mistral 7B are employed for advanced natural language processing tasks like intent
recognition and response generation. spaCy is used for text preprocessing and entity
extraction due to its speed and efficiency.

For Knowledge Base and Data Storage, Milvus and Weaviate are used for fast, scalable
vector search to handle large datasets and semantic searches. PostgreSQL is employed
for structured data storage, providing ACID compliance and robust transaction handling.

For Task Queue and Background Processing, Celery with Redis ensures efficient
handling of asynchronous tasks, keeping the system responsive during high traffic.

Real-Time Communication is enabled via WebSockets, ensuring instant, bidirectional

communication between users and the backend.

For Monitoring and Analytics, Prometheus and Grafana are used to collect and
visualize real-time metrics, while the Elastic Stack (ELK) is employed for logging and
analyzing system activity.

Finally, for Deployment and DevOps, Docker is used for containerization, and
Kubernetes manages container orchestration for scalable, highly available deployments.

This combination of technologies ensures Talkora's system is scalable, efficient, and

secure, capable of handling large volumes of interactions seamlessly.

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6. BUSINESS MODEL AND REVENUE
STRATEGY

Talkora's business model combines flexible pricing, scalability, and multiple monetization
channels to ensure both short-term revenue and long-term growth. Here's a summary of
the core components:

Subscription-Based Model
o Freemium Tier: Offers basic features with ads and limited monetization.
o Professional Tier: Targets medium businesses, offering advanced AI tools,
third-party integrations, and analytics, charged on a monthly or annual basis.
o Enterprise Tier: Focused on large businesses, offering bespoke AI models,
custom branding, and high-end security with tailored pricing.

Pay-Per-Use Model
o API Calls: Charges based on usage volume for businesses integrating Talkora’s
AI into their systems.
o Custom Model Training: Businesses pay for custom AI model development,
based on data and complexity.

Premium Add-ons and Services

o Advanced Analytics: Available as a premium add-on for detailed insights.
o Dedicated Support: Priority support and personalized training for higher tiers.

Advertising & Data Monetization

o Freemium Ads: Non-intrusive ads for free-tier users.
o Data Insights: Monetizing aggregated, anonymized data insights, with privacy
considerations.

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