romfast/ROMFASTSQL
1
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity
Files
master
ROMFASTSQL/chatbot/prd.md

18 KiB
Raw Permalink Blame History

Product Requirements Document (PRD)

Chatbot de Suport Tehnic RAG pentru ROMFAST

1. OVERVIEW ȘI OBIECTIVE

1.1 Problem Statement

ROMFAST necesită un sistem de suport tehnic 24/7 care poate:

  • Răspunde la întrebări tehnice ale clienților
  • Oferi soluții bazate pe documentația existentă
  • Menține conversații context-aware
  • Funcționa independent de orice suport uman
  • Integrare perfectă cu website-ul existent

1.2 Goals/Objectives

Business Goals:

  • Reducerea costurilor de suport cu 50-70%
  • Îmbunătățirea satisfacției clienților (>4.0/5)
  • Timp de răspuns < 5 secunde
  • Disponibilitate 24/7

Technical Goals:

  • Arhitectură scalabilă și maintainabilă
  • Upgrade de la Flowise + Groq la Claude Agent SDK
  • Implementare RAG (Retrieval-Augmented Generation)
  • Session persistence și context awareness

1.3 Success Metrics

  • Response accuracy: > 90% pe întrebări tehnice
  • First query resolution: > 75%
  • User satisfaction: > 4.0/5 rating
  • System uptime: > 99.5%
  • Response time: < 5 secunde (RAG + Claude)
  • Page load time: < 3 secunde (frontend)

2. USER PERSONAS ȘI USE CASES

2.1 Primary User Personas

Persona 1: Client Final

  • Nume: Ion Popescu
  • Rol: Utilizator final al software-ului ROMFAST
  • Technical skill: Limited
  • Goals: Rezolvare rapidă a problemelor tehnice
  • Frustrations: Așteptarea lungă pentru suport, termeni tehnici complecși
  • Preferred communication: Limbaj simplu, soluții concrete

Persona 2: Administrator IT

  • Nume: Maria Ionescu
  • Rol: IT Administrator la client ROMFAST
  • Technical skill: Advanced
  • Goals: Soluții tehnice detaliate, troubleshooting avansat
  • Frustrations: Răspunsuri generice, lipa detaliilor tehnice
  • Preferred communication: Documentație tehnică, pași detaliați

Persona 3: Contabil

  • Nume: Elena Vasile
  • Rol: Utilizator aplicație contabilitate ROMFAST
  • Technical skill: Basic
  • Goals: Rezolvare rapidă erori de conectare/date
  • Preferred communication: Instrucțiuni step-by-step

2.2 Primary Use Cases

UC1: Erori de Conexiune

  • User întâmpină eroare la conectare
  • caută soluții rapide și clare
  • necesită pași concreți de rezolvare

UC2: Întrebări Tehnice Generale

  • User întreabă despre funcționalități
  • necesită explicații detaliate
  • vrea exemple concrete de utilizare

UC3: Problema Specifică Software

  • User raportează bug/error mesaj specific
  • necesită identificarea cauzei
  • vrea soluție/workaround

UC4: Integrare și Setup

  • Administrator necesită configurare sistem
  • vrea documentație tehnică detaliată
  • necessită best practices și configurații

2.2 Telegram Use Cases

TU1: Quick Commands Access

  • User deschide Telegram bot
  • Accesează rapid meniul principal cu /menu
  • Navighează prin categorii predefined
  • Selectează acțiuni rapide fără typing

TU2: Session Management

  • User începe conversație pe website, continuă pe Telegram
  • Utilizează /clear pentru reset sesiune
  • Accesează istoric cu /history
  • Menține context între platforme

TU3: Structured Problem Reporting

  • User folosește menu pentru a selecta categoria problemei
  • Bot adresează întrebări specifice pentru diagnostic
  • Oferă solutions step-by-step
  • Permite escalare către suport uman dacă needed

TU4: On-the-Go Assistance

  • Mobile user în teren întâmpină problemă
  • Folosește Telegram pentru quick help
  • Primește concise, mobile-friendly responses
  • Generează documentație offline format pentru download

3. FUNCTIONAL REQUIREMENTS

3.1 Core Chatbot Functionality

FR1: Question Processing

  • Accept întrebări în limbaj natural (română/engleză)
  • Parse și understand intent-ul utilizatorului
  • Extract key terms pentru better RAG retrieval
  • Handle typos și spelling errors

FR2: RAG Integration

  • Search în knowledge base pentru relevant content
  • Ranking results după relevance score
  • Include source citations în răspunsuri
  • Handle cases where no relevant info found

FR3: Response Generation

  • Generate contextual responses folosind Claude Agent SDK
  • Include step-by-step solutions pentru probleme tehnice
  • Maintain consistent brand voice (ROMFAST style)
  • Provide alternative solutions dacă primary nu funcționează

FR4: Session Management

  • Maintain conversation context across multiple turns
  • Remember previous questions și answers
  • Reference earlier conversation în current responses
  • Session persistence across browser refresh

3.2 User Interface Requirements

FR5: Chat Interface

  • Clean, professional UI design matching ROMFAST branding
  • Responsive design (mobile & desktop)
  • Real-time typing indicators
  • Message history scrollable
  • Input field with character limit

FR6: Accessibility Features

  • Keyboard navigation support
  • Screen reader compatibility
  • High contrast mode option
  • Font size adjustment

FR7: Message Display

  • Clear distinction între user și bot messages
  • Timestamps pentru fiecare message
  • Source citations displayed clearly
  • Error messages displayed user-friendly

3.3 Integration Requirements

FR8: URL Parameter Support

  • Support ?message=intrebare parameter
  • Auto-fill input field cu parameter
  • Auto-send message după page load
  • Handle URL encoding/decoding properly

FR9: Cross-Origin Communication

  • API calls către backend LXC container
  • CORS configuration pentru cross-origin requests
  • HTTPS encryption pentru API calls
  • Error handling pentru network issues

FR10: Local Storage Management

  • Store session ID în localStorage
  • Persistent conversation history
  • Auto-cleanup după X days
  • Privacy-compliant data storage

3.3 Telegram Bot Functionality

FR11: Command Processing

  • Handle slash commands (/menu, /clear, /help, /start, /history)
  • Parse và process bot commands cu python-telegram-bot
  • Command descriptions displayed în help menu
  • Context-aware command availability

FR12: Interactive Menu System

  • Hierarchical menu structure cu inline keyboards
  • Category navigation (Conectare, Erori, Configurare, etc.)
  • Quick action buttons pentru common issues
  • Back navigation în menu hierarchy
  • Dynamic menu updates based on context

FR13: Session Management (Telegram)

  • User session tracking prin Telegram user_id
  • Cross-platform session synchronization
  • Session persistence across bot restarts
  • Private session storage pentru confidentiality

FR14: Response Formatting pentru Telegram

  • Markdown formatting pentru rich text responses
  • Code blocks pentru technical instructions
  • Inline URL generation pentru documentation links
  • Message length optimization (Telegram 4096 char limit)
  • Support pentru media attachments (PDF, images)

FR15: Error Handling și Recovery (Telegram)

  • Graceful error handling pentru API failures
  • User-friendly error messages în Telegram
  • Retry mechanisms pentru failed requests
  • Escalation options pentru complex issues
  • Fallback messages când RAG returns no results

4. NON-FUNCTIONAL REQUIREMENTS

4.1 Performance Requirements

NFR1: Response Time

  • API response < 5 secunde (including RAG retrieval)
  • Frontend load time < 3 secunde
  • UI interaction response < 200ms
  • Real-time typing indicators < 100ms delay

NFR2: Scalability

  • Support concurrent 100+ users
  • Handle 1000+ questions per day
  • Backend auto-scaling cu Docker
  • Database optimization pentru fast retrieval

NFR3: Reliability

  • System uptime > 99.5%
  • Graceful degradation pentru partial failures
  • Automatic error recovery
  • Backup și recovery procedures

4.2 Security Requirements

NFR4: Data Privacy

  • No personal data storage beyond session
  • Encrypted API communications
  • Rate limiting pentru abuse prevention
  • Input validation pentru XSS prevention

NFR5: Authentication

  • No user authentication required (anonymous sessions)
  • Session ID generation secure enough
  • Protection against session hijacking
  • CSRF protection pentru API calls

4.3 Maintainability

NFR6: Code Quality

  • Clean, documented code
  • Separation of concerns
  • Unit tests pentru critical components
  • CI/CD pipeline pentru deployments

NFR7: Monitoring și Debugging

  • Comprehensive logging
  • Performance metrics collection
  • Error tracking și alerting
  • User interaction analytics

5. TECHNICAL ARCHITECTURE

5.1 Frontend Requirements

TR1: Technology Stack

  • HTML5 semantic markup
  • ES6+ JavaScript (vanilla, no frameworks)
  • CSS3 cu modern layout (Grid/Flexbox)
  • Fetch API pentru backend communication

TR2: Component Architecture

  • Modular JavaScript structure
  • Event-driven architecture
  • Component-based UI elements
  • Plugin-ready architecture pentru future extensions

5.2 Backend Requirements

TR3: API Layer

  • FastAPI RESTful endpoints
  • JSON request/response format
  • HTTP status codes standard
  • OpenAPI documentation

TR4: AI/ML Integration

  • Claude Agent SDK integration
  • RAG pipeline cu Chroma vector DB
  • Embedding models pentru text processing
  • Context management pentru conversations

TR5: Data Layer

  • ChromaDB pentru vector storage
  • In-memory session store
  • File-based knowledge base storage
  • Backup procedures pentru data persistence

5.3 Infrastructure Requirements

TR6: Deployment Architecture

  • Docker containerization
  • Proxmox LXC deployment
  • Static IP configuration
  • SSL certificate management

TR7: Network Requirements

  • Public IP exposure pentru API
  • Firewall configuration
  • DDoS protection setup
  • CDN integration caching (opțional)

5.4 Telegram Integration Architecture**

TR8: Telegram Bot Requirements

  • Bot Framework: python-telegram-bot library
  • Bot Commands: Structured commands cu slash (/menu, /clear, /help)
  • Menu System: Interactive inline keyboards pentru navigation
  • Session Management: Per-user session persistence
  • Message Types: Support text, commands, și callback queries

TR9: Claude Agent SDK Integration cu Telegram

  • Message Processing: Claude responses adapted pentru Telegram format
  • Tool Integration: MCP servers accessible din Telegram context
  • Session Continuity: Same session across website și Telegram
  • Context Preservation: Conversation history maintained platform-agostic

TR10: Backend Communication

  • Shared Service: Common backend service pentru website și Telegram
  • Session Synchronization: Sync sessions între platforms
  • Response Formatting: Platform-specific response formatting
  • Error Handling: Graceful degradation pentru Telegram limitations

TR11: Telegram-Specific Features

  • Command Handlers: /start, /help, /menu, /clear, /history
  • Interactive Menus: Category navigation, quick actions
  • Callback Queries: Menu selections, confirmations
  • Status Messages: Typing indicators, processing states

6. USER EXPERIENCE REQUIREMENTS

6.1 Interaction Design

UX1: Conversation Flow

  • Natural conversatională flow
  • Proactive suggestions pentru follow-up
  • Clear confirmation messages
  • graceful handling pentru misunderstood questions

UX2: Error Management

  • Friendly error messages
  • Alternative suggestions când nu înțeleg
  • Option to rephrase questions
  • Human hand-off option (future)

UX3: Visual Design

  • ROMFAST brand alignment (colors, fonts)
  • Professional appearance
  • Intuitive UI elements
  • Consistent spacing și typography

6.2 Telegram User Experience

UX6: Telegram Bot Interface

  • Intuitive command menu structure
  • Clear menu labels și descriptions
  • Consistent button design și placement
  • Responsive layout pentru mobile screens

UX7: Telegram Commands Design

  • /start: Welcome message și quick tutorial
  • /menu: Interactive menu cu main categories
  • /clear: Clear current session și start fresh
  • /help: List all available commands și usage
  • /history: Show conversation history summary

UX8: Telegram Navigation Patterns

  • Hierarchical menu flow cu back buttons
  • Quick return to main menu option
  • Context-sensitive menu items
  • Visual feedback pentru button clicks

UX9: Telegram Response Structure

  • Short, mobile-friendly responses
  • Bulleted lists pentru step-by-step instructions
  • Code blocks formatted properly
  • Emojis în moderation în brand consistency

6.4 Accessibility și Usability

UX5: Mobile Experience

  • Touch-friendly interface
  • Optimized pentru smartphones
  • Vertical layout preference
  • Voice input support (future)

UX6: Localization

  • Limbavă română primary
  • English as secondary
  • Date/times local format
  • Currency formatting (dacă relevant)

7. CONSTRAINTS ȘI ASSUMPTIONS

7.1 Technical Constraints

C1: Hosting Environment

  • Frontend: Shared hosting (no server-side access)
  • Backend: LXC Docker container limits
  • No direct database access from frontend
  • Static file serving constraints

C2: Budget Constraints

  • Claire Max subscription cost limits
  • LXC resource limits (CPU/RAM)
  • Third-party service dependencies
  • Maintenance cost considerations

7.2 Business Constraints

C3: Timeline

  • Maximum 5 days pentru implementation
  • Parallel development possible
  • Phased roll-out approach
  • Minimal disruption la existing services

C4: Compliance

  • GDPR compliance pentru user data
  • No sensitive data storage
  • Data retention policies
  • User consent requirements

7.3 Assumptions

A1: User Behavior

  • Users comfortable cu chat interfaces
  • Basic computer literacy
  • Access la modern browsers
  • Stable internet connection

A2: Technical Environment

  • Modern browser support (last 2 versions)
  • JavaScript enabled
  • HTTPS support
  • Mobile browser compatibility
  • Telegram app access (mobile și desktop)
  • Stable internet connection pentru API calls

8. SUCCESS CRITERIA ȘI LAUNCH REQUIREMENTS

8.1 MVP Definition

Minimum Viable Product includes:

  • Basic chat interface with RAG responses
  • Session persistence
  • URL parameter support
  • Mobile responsive design
  • Basic error handling

8.2 Launch Criteria

Technical readiness:

  • All functional requirements implemented
  • Security testing completed
  • Performance benchmarks met
  • Backup procedures documented

Business readiness:

  • Knowledge base populated cu relevant content
  • Support team trained pe system
  • User documentation prepared
  • Communication plan ready
  • Telegram bot published și functional
  • Cross-platform session testing completed

8.3 Post-Launch Requirements

PL1: Monitoring și Analytics

  • User interaction tracking
  • Response quality metrics
  • System performance monitoring
  • Error rate tracking

PL2: Iteration Plan

  • Weekly performance reviews
  • Monthly content updates
  • Quarterly feature enhancements
  • Annual architecture review

9. RISK ASSESSMENT ȘI MITIGATION

9.1 Technical Risks

Risk 1: Claude API Limits

  • Impact: Service degradation
  • Probability: Medium
  • Mitigation: Local fallbacks, graceful degradation

Risk 2: Cross-Origin Issues

  • Impact: Frontend-backend communication failure
  • Probability: High
  • Mitigation: CORS testing, fallback mechanisms

Risk 3: Knowledge Base Incomplet

  • Impact: Poor response quality
  • Probability: Medium
  • Mitigation: Content gaps analysis, gradual population

9.2 Business Risks

Risk 4: User Adoption Low

  • Impact: Investment not justified
  • Probability: Medium
  • Mitigation: User training, promotional activities

Risk 5: Performance Issues

  • Impact: Poor user experience
  • Probability: Medium
  • Mitigation: Performance testing, optimization

10. FUTURE ROADMAP (Post-Launch)

10.1 Phase 1 (1-3 months)

  • Telegram Bot Launch: Complete Telegram integration
  • Advanced Commands: /ticket, /escalate, /feedback
  • Media Support: File upload/download capabilities
  • Analytics Dashboard: Admin interface pentru insights
  • Knowledge Base Admin: easier content management

10.2 Phase 2 (3-6 months)

  • Multi-platform Sync: Seamless session sync website ↔ Telegram
  • Voice Input Support: Dictation features pentru mobile
  • Integration APIs: Connect cu CRM/ticket systems
  • Advanced Personalization: User profiles și preferences
  • Telegram Channels: Broadcast announcements și updates

10.3 Phase 3 (6-12 months)

  • Video Tutorials: Embedded video content în responses
  • Community Q&A: Social features pentru peer support
  • Analytics Dashboard: Advanced tracking și insights
  • Integration APIs: Connect cu CRM/ticket systems

10.4 Long-term Vision

  • Mobile App: Native iOS/Android applications
  • Voice Assistant: Phone bot integration
  • AI Agent Tools: Diagnostic și troubleshooting automation
  • Predictive Support: Proactive issue identification

ACCEPTANCE CRITERIA

Functional Acceptance

  • Chatbot answers 90% of technical questions accurately based on knowledge base
  • System maintains context across conversation turns
  • URL parameter auto-fills and auto-sends messages
  • Sessions persist across browser refreshes
  • Mobile responsive design works on all major devices
  • Error handling provides user-friendly messages

Technical Acceptance

  • API response time < 5 seconds including RAG
  • Frontend loads in < 3 seconds
  • System handles 100+ concurrent users
  • CORS communication works properly
  • SSL encryption implemented for API calls
  • Session persistence works reliably

Business Acceptance

  • User satisfaction score > 4.0/5
  • Support cost reduction measurable
  • System uptime > 99.5%
  • Knowledge base populated with essential documentation
  • Support team trained on system operation

Document Version: 1.1 Created: 24 Octombrie 2025 Last Updated: 24 Octombrie 2025 Status: Ready for Implementation Changes: Added Telegram Bot Integration Section