System Requirements Document (SRD)

Project Name: sonic-agente

1. Introduction

The sonic-agente project is a cutting-edge initiative to develop a fully functional AI agent tailored for customer service (Atendimento ao Cliente) in Portuguese (pt-BR). This project aims to address the growing demand for localized, intelligent, and efficient customer support solutions in Brazil. By leveraging advanced AI technologies, sonic-agente will provide businesses with a robust tool to enhance customer experience, streamline operations, and reduce costs.

This document outlines the system requirements for sonic-agente, ensuring that all stakeholders have a clear understanding of the project's scope, functionality, and technical specifications.

2. System Overview

The sonic-agente system is designed to serve as an intelligent customer service agent capable of:

• Understanding and responding to customer queries in Portuguese with high accuracy.
• Handling both simple FAQs and complex problem resolutions.
• Integrating seamlessly with existing CRM systems and other enterprise tools.
• Providing a user-friendly interface for businesses to customize and manage the agent's behavior.

The system will leverage state-of-the-art AI models and technologies to deliver a responsive, intuitive, and culturally relevant experience for Brazilian users.

Key features include:

• Natural language processing (NLP) optimized for Portuguese.
• Multi-channel support (e.g., web, mobile, WhatsApp, and email).
• Advanced analytics and reporting for businesses to track performance.

3. Functional Requirements

As story points:

• As a Customer, I should be able to ask questions in Portuguese and receive accurate responses.
• As a Customer, I should be able to escalate complex issues to a human agent when needed.
• As a Business Admin, I should be able to customize the agent's responses to align with my company's tone and policies.
• As a Business Admin, I should be able to integrate the agent with my CRM system.
• As a Business Admin, I should be able to view analytics and reports on customer interactions.
• As a Customer, I should be able to interact with the agent via multiple channels (e.g., web, mobile, WhatsApp).

4. User Personas

1. Customer

• Description: End-users who interact with the AI agent to resolve queries or issues.
• Goals: Quick and accurate resolutions to their problems.
• Pain Points: Long wait times, unhelpful responses, and lack of Portuguese language support.

2. Business Admin

• Description: Company representatives responsible for managing and customizing the AI agent.
• Goals: Ensure the agent aligns with company policies and delivers a high-quality customer experience.
• Pain Points: Difficulty in managing AI tools, lack of analytics, and integration challenges.

5. Visuals Colors and Theme

The visual identity of sonic-agente will reflect professionalism, trust, and innovation, tailored to the Brazilian market. Below is the unique color palette:

• Background: #F5F5F5 (light neutral gray for a clean and modern look)
• Surface: #FFFFFF (pure white for clarity and simplicity)
• Text: #333333 (dark gray for readability)
• Accent: #007BFF (vibrant blue to convey trust and reliability)
• Muted Tones: #B0BEC5 (soft gray-blue for secondary elements)

6. Signature Design Concept

The sonic-agente homepage will feature an interactive soundwave visualization that responds dynamically to user interactions.

Concept Details:

• Visual Element: A central, animated soundwave that pulses and shifts in real-time as users type or speak into the system.
• Interaction:
  • When a user hovers over the soundwave, it reacts with subtle ripples and color changes.
  • As the user interacts with the agent, the soundwave morphs into shapes representing the conversation's tone (e.g., calm waves for neutral queries, sharp peaks for urgent issues).
• Color Transitions: The soundwave transitions through the accent and muted tones of the color palette, creating a visually engaging experience.
• Micro-Interactions:
  • Smooth animations when navigating between sections.
  • Subtle haptic feedback for mobile users.

This design will make the homepage memorable and emphasize the AI's responsiveness and intelligence.

7. Non-Functional Requirements

• Performance: The system should handle up to 10,000 concurrent users with a response time of less than 2 seconds.
• Scalability: The architecture must support scaling to accommodate future growth.
• Localization: The system must fully support Brazilian Portuguese, including regional dialects and idiomatic expressions.
• Security: All customer data must be encrypted in transit and at rest.
• Availability: The system should maintain 99.9% uptime.

8. Tech Stack

Frontend:

• React for web interface.
• React Native for mobile applications.

Backend:

• Python with FastAPI for API development.

Database:

• MySQL for relational data storage, using Alembic for migrations.

AI Models:

• GPT 5.4 for user-friendly responses.
• Claude 4.6 Opas for coding and academic queries.

AI Tools:

• LangChain for conversational workflows.
• LiteLLM for LLM routing.

Orchestration:

• Docker and docker-compose for local development.
• Kubernetes for server-side orchestration.

9. Assumptions and Constraints

Assumptions:

• Users will primarily interact with the system in Brazilian Portuguese.
• Businesses will have existing CRM systems for integration.
• Internet connectivity will be stable for most users.

Constraints:

• The system must comply with Brazil's data protection laws (LGPD).
• Limited budget for initial deployment may restrict advanced features.

10. Glossary

• AI: Artificial Intelligence.
• NLP: Natural Language Processing.
• CRM: Customer Relationship Management.
• LGPD: Lei Geral de Proteção de Dados, Brazil's data protection law.
• FAQ: Frequently Asked Questions.