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Our team developed a chatbot designed to facilitate communication between agents and CSOs for internal use. Initially, the chatbot was built as a standalone project, with all packages designed to function offline. The client was expected to extract and implement specific components into their own project.
However, we encountered two major challenges. First, there was a significant communication gap between our team and the client’s development team, making collaboration difficult. Secondly, the client struggled to fully grasp the project requirements, which further complicated the process.
Due to these limitations, we had to develop the project without a clear direction.
To develop the chatbot and address the client’s requirements, we followed a structured approach that ensured clarity and alignment throughout the project lifecycle.
We started by conducting a detailed review of the client’s needs and expectations for the chatbot. Despite communication challenges, we aimed to gather as much insight as possible to shape the project. This phase involved understanding the intended use cases and exploring how the chatbot would integrate with the client’s internal team processes.
The design team focused on creating a standalone chatbot with all necessary components offline to fit the client’s specifications. We prioritized modularity so that individual components could be extracted and implemented into the client’s system seamlessly. Utilizing an iterative approach, we developed the project step by step, constantly reviewing functionality to meet performance expectations despite limited feedback from the client.
Despite the communication challenges and limited client input, the project successfully delivered a fully functional, standalone chatbot that met the initial technical requirements. The modular design allowed for flexible integration into the client’s system, offering them the ability to adapt components based on their specific needs.
The chatbot improved internal communication between agents and CSOs, streamlining the workflow. Although feedback from the client was limited during the process, the solution’s robust framework allowed for future scalability and potential enhancements, ensuring it could evolve as the client’s platform grew.
This project laid the groundwork for better collaboration practices in future developments, highlighting the need for clearer communication and requirement definition to ensure a smoother project lifecycle and greater client satisfaction.
This module is designed for the general users, who could be employees or staff members interacting with the system. It offers a simple, intuitive interface where users can initiate tasks, access information, and communicate with CSOs or supervisors. Key features include access to personal task histories, notifications, and automated workflows to guide users through their daily tasks efficiently. This module focuses on enhancing user productivity by simplifying their interaction with the system.
The CSO (Customer Service Officer) module is tailored for users managing customer inquiries and services. It allows CSOs to monitor active conversations, assign cases to users (agents), and handle escalations efficiently. With tools for reporting and performance tracking, the CSO module ensures that service quality is maintained, making it easier to meet customer expectations and improve overall service management.
This module equips supervisors with the tools they need to oversee both agents (users) and CSOs. Supervisors can monitor performance, review interaction logs, and adjust workloads. They also have the ability to intervene in live conversations and generate performance reports. This module ensures that supervisors can maintain service quality, provide guidance, and manage team productivity effectively.
The SuperAdmin module provides top-level administrators with complete control over the platform. SuperAdmins can configure system settings, manage user roles, oversee activity across all modules, and ensure that the system operates in alignment with organizational policies. The module includes detailed analytics for evaluating system performance and user activity, enabling high-level decisions on resource optimization and strategic improvements.
Contact us to discuss your project! +923133377434
