web answering system

I have a site, and 600 emails a day. My customers love emails, they don't want a customer service that looks like a robot. But I wouold like to give them the impression that they go through a filtering system, and then get a personal answer. No FAQ - they don't read it. So I need a coder that has some experience with that and is able to design a system where: 1. The customer goes through filtering questions. 2. He can, if nothing is ready made for him, type a personal question - that will go to a REAL person. Hopefully 20 % only of the occurences. 3. But if there is a ready made answer, he gets it through a personnalized email that gives him the feeling that someone answered him. An interface would allow me to configure the questions and answers, the personnalized fields, etc. The answers would be in text format, not html. It is very important that each answer we get can go to a database and be used in the answer. For example, the questions could be How much did you pay? How many days are you waitng for your product? How did you pay? And the answer: Dear XX You are waiting for XX days for your products that you paid XX euros by XXX. Normally, the delivery takes XX days, so your product may have been lost in the post office. Please wait one more week to be sure that it was not simply misdirected etc. The coder should have a good sense of design so the customer site is friendly and good looking. For sure all the questions and answers would be written by me. I guess php coding would be perfect. The templates of each page should be separated from the actual programming, so it's easy to amend them without touching the program. The administration interface would allow to vizualize the result of the question's page and answer's email. ## Deliverables 1) Complete and fully-functional working program(s) in executable form as well as complete source code of all work done. 2) Deliverables must be in ready-to-run condition, as follows (depending on the nature of the deliverables): a) For web sites or other server-side deliverables intended to only ever exist in one place in the Buyer's environment--Deliverables must be installed by the Seller in ready-to-run condition in the Buyer's environment. b) For all others including desktop software or software the buyer intends to distribute: A software installation package that will install the software in ready-to-run condition on the platform(s) specified in this bid request. 3) All deliverables will be considered "work made for hire" under U.S. Copyright law. Buyer will receive exclusive and complete copyrights to all work purchased. (No GPL, GNU, 3rd party components, etc. unless all copyright ramifications are explained AND AGREED TO by the buyer on the site per the coder's Seller Legal Agreement). ## Platform web, php I guess I forgot many points but you have the problem: too many long mails, and I have to find a solution that does not look like "We received you query. Your question is important for us. You have ticket 463217854378901bn135789123t789uhk. Click there to get an answer in a few days..." :) I might have queries like "My husband left me" and be able to get an automated answer that looks like personal...