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Solution Design Document

The document presents a comprehensive solution design for the Customer Service Automation System (CSAS) aimed at automating customer queries through AI, enhancing support efficiency and customer satisfaction. It details the system architecture, components, operations, and data management practices, including compliance with privacy regulations. Key project stakeholders and assumptions are also outlined, along with a version history and document sign-off.

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62 views5 pages

Solution Design Document

The document presents a comprehensive solution design for the Customer Service Automation System (CSAS) aimed at automating customer queries through AI, enhancing support efficiency and customer satisfaction. It details the system architecture, components, operations, and data management practices, including compliance with privacy regulations. Key project stakeholders and assumptions are also outlined, along with a version history and document sign-off.

Uploaded by

sandy
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Solution Design Document

Prepared for: Acme Corporation

Prepared by: Tech Solutions Group

Date: April 2025


Table of Contents
 1. Executive Summary
 2. Control Document
 3. Introduction
 3.1 Document Purpose
 3.2 Process Summary
 3.3 Reference Artifact(s)
 3.4 Assumptions / Open Items
 4. Solution Overview
 4.1 High-Level Diagram (HRD)
 4.2 Solution Description
 4.3 Solution Runtime Detail
 5. Solution Detail
 5.1 Project Components
 5.2 Solution Components
 6. Operations
 6.1 Business Exceptions / System Exceptions
 6.2 Scheduling / Manual Execution
 6.3 Logging
 7. Data Management
 7.1 Data Storage
 7.2 Privacy Concerns
 8. Business Glossary
 9. Attachments
1. Executive Summary
This document outlines the end-to-end solution design for the Customer Service Automation
System (CSAS). The system aims to automate routine customer queries using AI, reduce support
time, and increase overall customer satisfaction.

2. Control Document

2.1 Version History


Version Date Author Comments

2.2 Document Sign-off


Project Sponsor: John Doe
Technical Lead: Jane Smith
Date of Approval: April 25, 2025

3. Introduction

3.1 Document Purpose


To describe the technical and functional design of the CSAS project.

3.2 Process Summary


CSAS automates customer service interactions through AI-powered chat and voice bots.

3.3 Reference Artifact(s)


- Business Requirements Document
- Chatbot Flow Diagrams
- API Specifications

3.4 Assumptions / Open Items


- Assumption: APIs will remain stable.
- Open Item: Confirm integration with legacy CRM system.

4. Solution Overview

4.1 High-Level Diagram (HRD)


[Insert high-level solution architecture diagram here]
4.2 Solution Description
The CSAS solution includes a frontend chatbot UI, middleware for orchestration, and backend
services integrating with the CRM system.

4.3 Solution Runtime Detail


The solution runs 24/7 with monitoring enabled. It scales horizontally using Docker containers in
AWS.

5. Solution Detail

5.1 Project Components


- Web Chat UI
- Middleware Service
- CRM API Connector

5.2 Solution Components


- Frontend: ReactJS
- Backend: NodeJS
- Database: PostgreSQL
- Infrastructure: AWS ECS, RDS

6. Operations

6.1 Business Exceptions / System Exceptions


- Business Exception: No agent available.
- System Exception: API timeout or server error.

6.2 Scheduling / Manual Execution


No scheduling required. Manual maintenance runs bi-weekly.

6.3 Logging
Logs are stored in AWS CloudWatch with alerts set up for error conditions.

7. Data Management

7.1 Data Storage


Customer interaction data is stored in Amazon RDS (PostgreSQL).

7.2 Privacy Concerns


PII is encrypted at rest and in transit. Data is stored in compliance with PIPEDA.
8. Business Glossary
- CSAS: Customer Service Automation System
- CRM: Customer Relationship Management
- PIPEDA: Personal Information Protection and Electronic Documents Act

9. Attachments
- Appendix A: Process Flow Diagram
- Appendix B: User Roles Matrix

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