Efficient Operator Distribution and Conversation Management in Live Chat Customer Support System
In busy customer support, managing operator workload is key. This case study shows how a Live Chat system uses smart algorithms to fairly distribute conversations and automatically close idle chats. By balancing operator tasks and reducing downtime, the system improves efficiency and customer satisfaction.
Call Centre, Software Development
2 Years
1 Project Manager, 1 Solution Architect, 2 Backend Developers, 1 Frontend Developer, 1 QA Engineer
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
Thanks to Engineeous, the client has seen better customer satisfaction, stability, and performance. The team is responsive, proactive, and creative, works closely with the client, holds daily meetings, maintains a shared Jira board, and has suggested innovative solutions throughout the engagement.
Nicolas Pichavant
Product Owner & Product Manager, Visiativ
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