HotCRM AI Intelligence

HotCRM AI is the "Brain" of the platform. It is not just a chatbot; it is a pervasive intelligence layer that acts as a co-pilot for every user, from the CEO to the front-line support agent. Built as a unified service layer (@hotcrm/ai), it provides ML model integration, prediction services, and shared AI utilities across all business clouds.

Core Capabilities

1. Generative Co-Pilot

Integrated directly into the workspace, the Co-Pilot assists with content creation and context understanding.

• Smart Composition: Draft personalized sales emails, support responses, and marketing copy based on historical context and best practices.
• Meeting Intelligence: Analyzes transcripts (Voice/Video) to generate summaries, action items, and sentiment analysis.
• Contextual Q&A: "What's the status of the Acme deal?" – The AI queries the Object Graph to provide real-time answers.
• Email Drafting: AI-composed personalized outreach emails with dynamic merge fields.
• Interview Questions: Auto-generate role-specific interview questions based on job descriptions.

2. Predictive Analytics (Prophet Engine)

Machine learning models that run continuously on your data to predict outcomes.

• Lead Scoring 2.0: Behaviors + Demographics + Intent signals (87.5% accuracy)
• Opportunity Scoring: Likelihood to close based on deal velocity, stakeholder engagement, and historical win rates
• Churn Prediction: Identify at-risk customers before they leave based on usage patterns and support signals (82.3% accuracy)
• Revenue Forecasting: AI-adjusted commit numbers that remove human bias from the pipeline (MAE: 8,200)
• Product Recommendations: Smart product bundling suggestions (75.8% precision)
• Sentiment Analysis: Detect customer sentiment in emails and support tickets (88.7% accuracy)
• Attrition Prediction: Early warning system for employee retention risks

3. Agentic Automation (The Doers)

AI Agents that can autonomously execute trusted tasks.

• SDR Agent: Autonomous outreach, follow-up, and meeting qualification.
• Support Agent: Triage cases, route to the best expert, or solve Tier-1 issues completely autonomously.
• Data Steward Agent: Automatically de-dupe records, enrich missing data (from external sources), and flag anomalies.
• Resume Parser: Extract candidate information from resumes and LinkedIn profiles.
• Email Enrichment: Extract company information from email signatures.

4. Natural Language Query (Text-to-ObjectQL)

Democratizing data access for everyone.

• Query: "Show me all active deals in New York over $50k that haven't been touched in 10 days."
• Execution: Converts natural language into optimized ObjectQL queries.
• Visualization: Auto-generates the best chart type for the returned data.

5. Model Registry & Prediction Service

Centralized AI infrastructure for all HotCRM applications.

• Model Registry: Centralized model configuration, versioning, and lifecycle management
• Prediction Service: Unified interface for all ML predictions with caching (5-minute TTL)
• Batch Predictions: Efficient bulk prediction processing
• Performance Monitoring: Track model accuracy, precision, and recall over time
• Multi-Provider Support: OpenAI, Anthropic, TensorFlow, PyTorch, and custom models

6. AI Utilities

Shared utilities for statistical analysis and feature engineering.

• Statistical Functions: Mean, standard deviation, correlation, weighted averages
• Feature Engineering: Normalization, scaling, binning
• Time Series Analysis: Moving averages, exponential smoothing, trend detection
• Outlier Detection: IQR method for anomaly detection
• Clustering: K-means clustering for customer segmentation
• Similarity Metrics: Cosine similarity, Pearson correlation

Pre-registered AI Models

The following models are pre-registered and ready to use:

AI Enhancement by Cloud

Every business cloud benefits from AI augmentation:

Sales Cloud

• Lead scoring and enrichment
• Win probability prediction
• Next best action recommendations
• Email personalization

Marketing Cloud

• Campaign content generation
• Audience segmentation
• Send time optimization
• Subject line scoring

Service Cloud

• Auto-classification and routing
• Solution recommendations
• Agent assist with response drafting
• Predictive SLA breach detection

Revenue Cloud

• Smart product bundles
• Optimal pricing suggestions
• Renewal prediction
• Upsell opportunity detection

HR Cloud

• Resume parsing
• Interview question generation
• Performance review insights
• Attrition prediction
• Skills gap analysis

Architecture

• LLM Agnostic: Connects to OpenAI, Anthropic, or open-source models (Llama 3) via the AI Gateway.
• Vector Database: Integrated semantic search for Knowledge Base, past cases, and unstructured data (PDFs, Emails).
• RAG Support: Retrieval-Augmented Generation with vector embeddings for contextual knowledge retrieval.
• Trust Layer: Ensures PII masking, toxicity filtering, and audit logging before data leaves the secure boundary.
• Caching: 5-minute TTL for prediction results to improve performance.
• Batch Processing: Efficient bulk prediction for large datasets.

Usage Example

import { PredictionService } from '@hotcrm/ai';

// Predict lead quality
const result = await PredictionService.predict({
  modelId: 'lead-scoring-v1',
  features: {
    company_size: 500,
    industry: 'Technology',
    engagement_score: 75
  },
  useCache: true
});

console.log(result.prediction); // 85 (0-100 score)
console.log(result.confidence); // 92 (confidence level)
console.log(result.processingTime); // 45ms

Integration Points

• All Business Clouds: Provides AI capabilities to CRM, Marketing, Service, Revenue, and HR
• ObjectQL: Natural language to query conversion
• Knowledge Base: Vector embeddings for semantic search
• External APIs: Integration with OpenAI, Anthropic, and custom ML endpoints

AI Performance Metrics

Track AI effectiveness across the platform:

• Model Accuracy: Track prediction accuracy over time
• Adoption Rate: Percentage of users leveraging AI features
• Time Saved: Hours saved through automation
• Revenue Impact: Deals influenced by AI recommendations
• Customer Satisfaction: CSAT improvement from AI-powered support

Next Steps