Advanced Form Management System for Chatbot Integration
In an era where customer engagement is paramount, integrating an Advanced Form Management System into a chatbot's chat application can transform the way businesses collect and manage user data. This case study explores how our tailored solution empowers organizations to design interactive forms, streamline data collection, and enhance user experience—all within their existing chatbot framework.
Artificial Intelligence (AI), Software Development
6 years
1 lead developer, 1 business analyst, PHP developers and architects, React developers, test automation engineers
The Challenge
Challenges in Operator Distribution and Automated Chat Management
As the volume of customer support requests increases, ensuring fair and efficient distribution of conversations among operators becomes challenging. Operators with higher workloads experience burnout, while those with fewer slots may remain underutilized.
Additionally, managing idle or inactive conversations can drain system resources, leading to inefficiencies in customer support.
The Solutions
To address these issues, the Live Chat system was designed with two major functionalities:
Operator Distribution Algorithm
This algorithm intelligently allocates conversations based on language, team, skillset, and operator availability. It factors in the number of current conversations and the total workload handled by each operator during the day, ensuring that support requests are fairly and efficiently distributed.
Automatic Conversation Closure
To manage inactive or idle conversations, the system automatically closes chats based on predefined timeouts. This prevents unnecessary system load and improves overall efficiency.
Results and Impact
With the implementation of the operator distribution algorithm and automatic conversation closure, the Live Chat system achieved:
- Improved Efficiency: Conversations were distributed more evenly, reducing operator burnout and ensuring faster response times.
- Resource Optimization: Automated session closure reduced system load, freeing up resources for active conversations.
- Enhanced Customer Satisfaction: By allocating conversations to the most suitable operator and preventing delays, customer wait times were minimized, leading to a better overall support experience.
Services we provided
- Requirement Study
- Requirement Specification
- UI/UX Design
- Responsive Web Design
- Web Development
- Software Documentation
Engineeous' work has helped the client grow and stabilize their turnover. The team delivers on time, adapts flexibly to needs, and communicates primarily via email and messaging apps. Their organizational skills and ability to respond to complex problems have impressed the client.
Théo Bourgeois
Department Manager, Living Actor
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