#11Customer Support2025Multiple simultaneous conversations
AI-Powered SMS Chatbot
Business Communications
By Michael Oskola, Founder & AI Automation Architect · Project completed 2025
ChatGPT-powered chatbot with SMS integration for automated customer communication and real-time analytics.
ChatGPTTwilioFirebase
What was the problem?
Support team could only handle one SMS conversation at a time, capping throughput at ~50 customers per day. Nights and weekends had zero coverage.
How did Retailbox solve it?
Built a ChatGPT-backed SMS bot via Twilio, with Firebase for conversation state and handoff logic. Bot handles tier-1 queries instantly; escalates complex cases to humans with full conversation context.
What were the results?
- ✓Simultaneous conversations: 1 → unlimited
- ✓After-hours coverage: 0% → 100%
- ✓Tier-1 resolution rate: 78% automated
- ✓Customer CSAT improved (faster responses)