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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