System Architecture

Target platform architecture.

The full solution evolves the current POC into a voice-first sales execution platform supporting campaign-driven outbound calls, dealer-personalized scheme pitching, structured order capture, enterprise integrations, analytics, and governance.

Business Control Plane
Ops & campaign management
Campaign Manager Console Audience, schedule, priority
Campaign Orchestrator Call queue, retries, suppression
Management Dashboards Conversion, outcomes, performance
Real-Time Voice Layer
Telephony & speech I/O
Telephony Gateway LiveKit / SIP / PSTN
STT + Language Detection Noise, interruption, IVR handling
TTS Voice Response Natural multilingual speech
Agentic AI Brain
Orchestration & reasoning
LLM Orchestrator Hosted model + optional Llama 3
Conversation Policy Engine Sales flow, guardrails, compliance
Structured Extraction Intent, objection, order fields
Tonality Controller Standard, assertive, persuasive
Dealer Memory Current call + prior interactions
Tool Router Approved business actions only
Dealer + Scheme Intelligence
Context & knowledge data
Dealer Profile Store Category, market, depot, territory
Scheme Engine Eligibility, balances, qualification
RAG Knowledge Layer Schemes, FAQs, objection handling
Product Catalog SKU, pack size, order unit
Order Capture Workflow
Draft → validate → confirm
Structured Order Draft Product, quantity, delivery intent
Validation Engine Catalog, scheme, required fields
Dealer Confirmation Read-back and correction loop
Enterprise Integrations
CRM & backend systems
Salesforce Order punching + dealer details
MCC / Oracle Master data + backend sync
Governance + Learning Loop
Audit, analytics, feedback
Audit Store Transcript, tool calls, model metadata
Analytics Event Stream Call, campaign, order funnel
Feedback Loop Prompt, rule, objection improvement
Future Extension Hooks
Post-MVP capabilities
Salesforce Case Management Direct complaint registration
Live Agent Transfer Complex objections, high-value leads
Follow-Up Engine Scheme-balance nudges
Target Call Flow

Campaign to conversion in 12 steps.

Every step is orchestrated, audited, and recoverable.

1

Campaign Created

Business user creates a campaign and selects dealer segment by market, category, scheme relevance, and priority.

2

Call Dispatch

Campaign orchestrator picks eligible dealers and dispatches outbound calls with retry and suppression rules.

3

Language Detection

Voice runtime connects the dealer, performs STT, and detects language from the first utterance.

4

Context Load

Agent loads dealer profile, campaign objective, relevant schemes, and previous interaction memory before first pitch.

5

Scheme Pitch

Agent pitches the most relevant scheme using the selected tonality — standard, assertive, or persuasive.

6

Objection Handling

Dealer asks questions or raises objections. Agent answers using RAG knowledge within the approved policy boundary.

7

Order Intent Capture

Agent detects order intent and begins structured extraction of product, quantity, and delivery preferences from speech.

8

Dealer Confirmation

Agent reads back order details and runs a correction loop until the dealer confirms product, quantity, and delivery terms.

9

Order Validation

Order engine validates the draft against product catalog, scheme constraints, and required metadata fields.

10

Salesforce Submission

Valid order is staged or submitted to Salesforce. Failures return actionable error messages with retry paths.

11

Outcome Classification

Agent classifies call outcome: converted, objection, retry, escalate, or no-answer.

12

Audit & Analytics

Conversation outcome, full transcript, order draft, tool calls, and integration result are logged for dashboards and audit.

Internal API Endpoints

AI tool surface.

These capabilities are exposed to the agentic AI layer via a controlled tool router. All calls are auditable.

get_dealer_sales_profile

Dealer category, market, depot, territory, historical interactions, prior objections.

get_relevant_schemes

Campaign-specific and dealer-specific eligible schemes with recommended pitch.

get_scheme_balance

Current qualification or balance status for a specific scheme for this dealer.

search_scheme_knowledge

RAG search over scheme rules, FAQs, and objection-handling answers.

get_product_catalog

Product names, SKUs, pack sizes, order units, and order constraints.

create_order_draft

Capture structured order from conversation: product, quantity, delivery preference.

validate_order

Verify product, quantity, scheme eligibility, and all required fields.

submit_order_to_salesforce

Punch confirmed order or return actionable failure with retry path.

log_sales_call_outcome

Persist outcome, objection, interest level, order status, and next action.

open_case_or_escalation

Create human follow-up or future Salesforce case for unresolved dealer issues.

Integration Boundaries

Enterprise system contracts.

Salesforce

  • Target system for all order punching
  • Primary source for dealer profile details
  • Order confirmation and status feedback
  • Future: case creation and escalation management

MCC / Oracle

  • Master data source: dealer, product, catalog
  • Scheme metadata, eligibility rules, balances
  • Backend sync for all upstream data changes
  • Staging tables + replay capability for early builds