Goal

To transform website visitors into qualified leads by capturing their business details, understanding their needs through advanced Natural Language Processing (NLP), and seamlessly scheduling discovery calls—all while providing an engaging, 24/7 customer experience that drives revenue and automates lead generation.

Role

As the lead developer, I designed and implemented a highly customizable, text-based, AI-enabled Customer Service Agent to optimize lead generation, streamline customer interactions, and automate discovery call scheduling. From crafting conversation flows to ensuring CRM integration, I built a solution that transforms website visitors into potential clients seamlessly.

• Solution design and implementation. Architected and deployed an AI framework that captures visitor details, their business ‘pain points’ and integrates them directly into the CRM system for streamlined lead management.
• Compliance. Ensured compliance with data privacy and protection regulations by implementing GDPR-compliant workflows.
• Conversation flow optimization. Developed a user-friendly and polite conversational structure, ensuring clear, engaging interactions that encourage users to provide accurate and complete information.
• Discovery call scheduling integration. Integrated a scheduling system that directs users to select discovery call slots via a business calendar view, creating a frictionless booking experience.
• Custom styling. Styled the AI-enabled Customer Service Agent to match the website’s brand identity.
• Data synchronization and automation. Automated workflows to ensure real-time updates between the AI Agent, CRM, and Google Workspace, eliminating manual processes and enhancing operational efficiency.

Capability

A highly customizable, AI-enabled Customer Service Agent designed to engage website visitors, capture their information, and convert them into qualified leads—saving time, boosting revenue, and enhancing customer satisfaction for the AI Agent owner.

• Your new revenue. By delivering a seamless, NLP-driven interactions (natutal language processing), the Agent improves conversion rates, turning casual visitors into valuable business opportunities.
• Your new time. Achieve more in less time. Or more time thanks to your consistently good, scalable and future-proofed customer service capability.
• Cognition-driven conversations: Unlike basic bots, this NLP-powered AI Customer Service Agent engages in meaningful, context-aware dialogue, delivering intelligent and sensible interactions with your website visitors.
• Lead generation automation. Captures essential details like name, email, phone number, business type and any pain points, automatically routing the information to the CRM for immediate follow-up.
• Discovery call scheduling. Guides users to select a convenient time for a discovery call, fully automating the process to save time for both potential clients and the business owner.
• 24/7 customer engagement. Offers a consistent and professional user experience, providing answers to FAQs and gathering leads around the clock without manual intervention.
• Increased operational efficiency. Streamlines lead management with automated data collection and CRM integration, reducing manual workloads and ensuring accurate records.

Tech Stack

• Compliance & Privacy: GDPR-compliant workflows and data protectin using Google Workspace
• AI Agent Development & Conversation Flow Design: Botpress
• Automation & Data Validation: Botpress intents, JavaScript
• CRM Integration: Google Workspace, Custom CRM workflows
• Front-End Integration & Styling: WordPress, JavaScript, CSS

Year

2024

Goal

Free up time and drive revenue by turning missed calls into booked appointments, capturing new leads, and enhancing client satisfaction — all while runing seamlessly out-of-hours or 24/7. Powered by a revolutionary, fully automated, voice-enabled AI tech. AI agent should be trained to take, handle and summarise inbound calls, enrich CRM with new leads and book appointments directly into calendar.

Role

As the lead developer, I oversaw the design, implementation, and execution of the entire project. From solution architecture to workflow automation and integration, ensuring a seamless and efficient voice AI appointment-setting capability.

• Solution architecture. Designed, planned and executed the integration of AI, calendar systems, and CRM workflows, ensuring seamless communication between all components.
• Voice and text communication systems. Integrated voice interactions and SMS follow-ups, ensuring a smooth caller experience from start to finish.
• Optimisation. Built Python-based workflows to process info and optimize data pipeline.
• Data quality and UX. Extended Voice AI system with custom PHP scripts to create a robust and user-friendly workflow.
• Lead data capture and CRM updates. Automated workflows to handle real-time data synchronization between Voice AI system and the CRM, eliminating manual intervention.

Capability

• Capture missed opportunities: The Voice AI assistant replaces voicemail, ensuring no lead or client is missed. It handles calls out-of-hours or 24/7, converting missed calls into actionable appointments. By automating lead capture, it reduces the risk of lost revenue while providing a consistent experience.
• Automate appointment booking: Using integrated tools like Google Calendar and voice processor, the AI agent checks real-time availability, suggests alternative slots, and books appointments on the spot. This saves businesses hours of administrative time weekly and ensures seamless scheduling for both clients and staff.
• Enhance client interactions: For new leads, the assistant accurately captures essential information (name, email, company), ensuring data accuracy and CRM updates. For returning clients, it provides a personalized experience by addressing them by name and leveraging stored CRM details.
• Streamline data workflows: Captured caller details, call summaries, and booking information are logged directly into the CRM. This eliminates manual data entry and ensures that all lead and client information is up-to-date and actionable.
• Drive measurable results: By automating call handling and appointment setting, the assistant boosts lead conversion rates, saves businesses up to 10+ hours a week in administrative work, and ensures 100% coverage of client inquiries during and outside office hours.

Tech Stack

• Voice Processing layer: Voice processing providers
• AI layer: AI provider
• Scheduling layer: Google Calendar
• CRM layer: CRM provider
• Comms layer: Comms provider
• Automation layer: Workflow providers
• Other Integrations: PHP, Python

Year

2024

Goal

Provide a platform for resource and growth planning, booking time against projects, requesting and managing leave. Drive “one version of the truth” in technology consultancy firm’s internal and external reporting.

Role

I developed and tested new functionality to unlock:

• input data consistency,
• input data validation,
• data aggregation,
• enhanced error messaging + dynamic guidance for better user experience.

Capability

An in-house built “iTracR” serves as a project management app and beyond. Some of the features:

• Company employees can view assigned projects and log hours worked on them.
• A place to request and manage all types of leaves ; to review and approve received invoices.
• Robust reporting system: real-time project information and project deliverables monitoring
• Task tracking and collaboration: tasks marked as complete and issued for sign-off or await sign-off
• Tailored access levels for different users to cover various organizational needs.

Tech Stack

Python (Django) ; JavaScript ; HTML ; CSS ; PyTest ; Jira ; Bitbucket.

Year

2023

Goal

Build a functional Shopify store using the latest ‘online store 2.0’ platform, tools and best practices.

Role

I was lead developer.

Tech Stack

CSS3, HTML5, Liquid (ruby based scripting language), Graphic Design, Web Design, Responsive Design, Web Development, Landing Page, Shopify, Ecommerce Website

Capability

Shopper-ready store featuring: Product pages ; custom coded interactive FAQ page ; Product collections ; Store chat ; Payment provider set up ; Pickup and local delivery set up ; Taxes set up ; Shipping settings set up.

Landing page

Product collections

Featured Products

Product page

Cart

Chat bot

FAQ page – customisable

Year

2020

Goal

Build a landing page + sign-up page website to promote mental health.

Role

I was lead developer.

Tech Stack

CSS3, HTML5, PHP, JavaScript, Web design, Responsive Design, Web Development, WordPress, Landing page

Capability

Interactive landing page ; Sign-up page ; Business email setup ; Policy pages (privacy, cookies) ; Social media integration (youtube) ; Forms (2x GDPR forms) ; Anti-spam measures ; Google analytics.

Landing page

Sign-up page

Year

2021

Goal

1. Provide better user experience for website users;
2. Boost client representation via improved web presence;
3. Fix outdated web design, fix confusing information layout;
4. Create a welcoming landing page;
5. Provide a good fit for existing content in a new website.

Role

I was lead developer.

Tech Stack

CSS3, HTML5, PHP, JavaScript, Website Redesign, WordPress, Graphic Design, Responsive Design, Web Development, Landing Page, Website, Genesis Framework

Capability

Proposed and implemented upgrades for better web presence: A well developed, secure WordPress pack (theme, plugins) ; New, vivid web design ; Improved information layout ; Welcoming landing page ; Optimised pictures, embedded media ; Security hardening (admin link alteration, plugin) ; Google analytics setup.

Year

2020