Platform Architecture

Here is an overview of our architecture.

flowchart TD
    subgraph "User Interaction Layer"
        A1[Phone Calls] --> A2[Telephony Gateway]
        A3[Web Widget] --> A4[WebRTC Service]
        A5[Mobile App] --> A4
    end

    subgraph "Communication Layer"
        A2 --> B1[Call Processing Service]
        A4 --> B1
        B1 --> B2[Media Processing Service]
        B2 --> B3[Audio Stream Manager]
    end

    subgraph "AI Engine Layer"
        B3 --> C1[Speech-to-Text Engine]
        C1 --> C2[NLP Core]
        C2 --> C3[Intent Recognition]
        C3 --> C4[Entity Extraction]
        C4 --> C5[Dialogue Manager]
        C5 --> C6[Decision Engine]
        C6 --> C7[Response Generator]
        C7 --> C8[Text-to-Speech Engine]
        C8 --> B3
    end

    subgraph "Business Logic Layer"
        C5 <--> D1[Conversation Flow Manager]
        D1 <--> D2[Business Rules Engine]
        D2 <--> D3[Agent Configuration]
        C6 <--> D4[Information Extractor]
        D4 <--> D5[Appointment Scheduler]
    end

    subgraph "Integration Layer"
        D4 --> E1[Integration Service]
        D5 --> E1
        E1 --> E2[CRM Connectors]
        E1 --> E3[Calendar Connectors]
        E1 --> E4[Helpdesk Connectors]
        E1 --> E5[Custom API Connectors]
    end

    subgraph "Data Layer"
        F1[(Conversation DB)] <--> C5
        F2[(Configuration DB)] <--> D3
        F3[(Analytics DB)] <--> G1
        F4[(User DB)] <--> G2
    end

    subgraph "Management Layer"
        G1[Analytics & Reporting] --> G2[Admin Portal]
        G2 --> G3[User Management]
        G2 --> G4[Agent Builder]
        G2 --> G5[Integration Manager]
        G2 --> G6[Call Monitor]
    end

    B1 --> G6
    D3 <--> G4
    E1 <--> G5

    style C2 fill:#f9f,stroke:#333,stroke-width:2px
    style D1 fill:#bbf,stroke:#333,stroke-width:2px
    style E1 fill:#bfb,stroke:#333,stroke-width:2px