Revolutionizing Chatbot Interactions

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.

Advanced form management system case study thumbnail showcasing chatbot form automation
Industry

Artificial Intelligence (AI), Software Development

Engagement length

6 years

Project team

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
Théo Bourgeois

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
Living Actor Logo

Struggling with Customer Support Efficiency?

Partner with Engineeous for cutting-edge solutions that drive success.

Schedule a Call
Enhance form management with seamless chatbot integration

Explore Our Other Case Studies

Chatbot analytics system case study thumbnail featuring real-time interaction tracking

Analytics System for Chatbot Interactions

Enhancing Chatbot Performance with a Real-Time Event Analytics System

View Case Study
Chatbot knowledge base management system case study thumbnail highlighting intelligent data handling

Chatbot Knowledge Base Management System

Empowering Intelligent Knowledge Management: A SaaS-Based Chatbot Knowledge Base with Contextual Precision

View Case Study
Living Actor Chatbot Assistant case study thumbnail showcasing chatbot improvements

LIVING ACTOR Chatbot Assistant

A SaaS chatbot assistant transformed customer interactions and significantly improved satisfaction and support efficiency

View Case Study