Customer Service Bot - Project Documentation

📖 Project Overview

Customer Service Bot is a comprehensive support automation solution built with Python. It is designed to streamline customer service operations by automating FAQ responses, managing support tickets, and routing inquiries intelligently based on priority and sentiment. Features a modern Flask web interface for both end-users and administrators.

⚡ Quick Facts

🎯 Type: Automated Support System

🤖 AI Features: Fuzzy Matching, Sentiment Analysis, Intent Detection

⚡ Setup Time: ~5 minutes

📦 Dependencies: Flask, SQLAlchemy, CSV-export

🎨 Web Framework: Flask 2.3.0+

💾 Database: SQLite (Zero Configuration)

📱 Responsive: Mobile-First Design

🎫 Ticketing: Full Lifecycle Management

24/7

Automated Support

100%

Python Code

Smart

Priority Routing

Admin

Dashboard Included

Developer: Molla Samser | Website: rskworld.in | Email: help@rskworld.in

Year: 2026 | Difficulty Level: Beginner/Intermediate - Perfect for learning Flask and Chatbot logic.

✨ Features

Core Functionality

🤖 Automated FAQ Handling

Instantly answers common questions about hours, pricing, and services using fuzzy matching logic.

🎫 Ticket Management

Complete system to create, track, and manage support tickets with unique IDs and status tracking.

🧠 Intent Detection

Intelligently distinguishes between simple queries and complex issues requiring human intervention.

😊 Sentiment Analysis

Analyzes user tone (frustrated, urgent, happy) to prioritize tickets automatically.

Advanced Capabilities

🚨 Urgent Priority Routing

Detects keywords like "emergency" or "manager" to escalate issues immediately.

👥 Admin Dashboard

Comprehensive admin panel to view ticket statistics, status, and export data.

💾 Data Persistence

Uses SQLite (via SQLAlchemy) to securely store tickets and user interactions.

📊 CSV Export

Export ticket data to CSV format for external analysis and reporting.

💬 Adaptive Tone

Bot adjusts its responses based on the user's sentiment (e.g., apologizing if user is angry).

🌐 RESTful API

API endpoints for chat, ticket creation, and status updates for external integrations.

🛠️ Technologies

Python 3.8+

Core backend logic

Language

Flask

Web server and API

Framework

SQLAlchemy

ORM for Database interactions

Database

SQLite

Lightweight relationship database

Storage

HTML5/CSS3

Responsive frontend design

Frontend

JavaScript

Interactive chat interface

Frontend

📦 Installation Guide

Simple Setup

Get up and running in minutes.

Step 1: Install Dependencies

pip install -r requirements.txt

Step 2: Run the Application

python app.py

The application will start on http://localhost:5000.

📚 Usage Examples

Starting the Chat

When you open the bot, it will welcome you. You can ask general questions or report issues.

Common Commands

"Help" - Shows available options.
"hours" - Checks operating hours.
"refund" - Asks about refund policy.
"ticket" - Initiates the ticket creation process.

Admin Panel

Access http://localhost:5000/admin to view the dashboard.

💻 Code Structure

Bot Logic (Fuzzy Matching)

def get_response(message):
    msg = message.lower().strip()
    # 1. Analyze Sentiment
    sentiment_score, priority = analyze_sentiment(msg)
    
    # 2. Check for keywords (Fuzzy Match)
    keys = list(FAQ_KB.keys())
    # ... logic to find best match ...
    
    # 3. Intent Detection
    if "ticket" in msg or "issue" in msg:
        return {
            "text": "Would you like to raise a support ticket?",
            "type": "option",
            "options": ["Yes", "No"]
        }
                

Creating a Ticket via API

@app.route('/api/ticket', methods=['POST'])
def ticket():
    data = request.json
    issue = data.get('issue')
    contact = data.get('contact')
    
    # Analyze sentiment
    score, priority = analyze_sentiment(issue)
    
    ticket_id = create_ticket(issue, contact, priority, score)
    
    return jsonify({
        'status': 'success', 
        'ticket_id': ticket_id,
        'priority': priority
    })
                

🔗 API Endpoints

Endpoint	Method	Description
/api/chat	POST	Send a message to the bot and get a response.
/api/ticket	POST	Create a new support ticket.
/api/ticket/{id}/close	POST	Close an existing ticket.
/admin/export	GET	Download tickets as CSV.

🤝 Support & Contact

For custom development, integration help, or commercial use, please contact RSK World.

Website: rskworld.in
Email: help@rskworld.in
GitHub: RSK World Repos