Transforming User Engagement

The Success Story of Living Actor's SaaS Chatbot Assistant

LivingActor enhanced customer interactions by implementing a SaaS chatbot assistant, transforming user engagement and streamlining support services. This case study highlights the challenges faced and the improvements in customer satisfaction achieved.

Living Actor Chatbot Assistant case study showcasing improved user engagement and chatbot integration
Industry

Technology, Software as a Service (SaaS), Customer Support, Healthcare, Finance, Retail, Education, Telecommunications, Manufacturing

Engagement length

6 Years

Project team

1 Project Manager, 2 Software Engineers, 1 Frontend Developer, 1 Backend Developer, 1 DevOps Engineer, 1 QA Engineer, 1 UI/UX Designer, 1 Integration Specialist, 1 Data Analyst

The Engagement

Living Actor seeks a committed team for long-term project engagements, emphasizing collaborative support over several years. They require a dedicated team to ensure consistency and quality in their project outcomes.

Key attributes for the team include:

  • Expertise in Legacy Code: The team should be proficient in reading and interpreting legacy code, especially when documentation is lacking, enabling them to understand and enhance existing systems.
  • Cost-Effectiveness: They prioritize value for money rather than the cheapest option, aiming for quality work within the budget.
  • Quality and Service: The team must possess the necessary skills in software development, communication, project management, and customer service to deliver high-quality products.
  • Global Talent Access: A diverse pool of talent from around the world is essential to bring various skills and perspectives, which can enhance the final product. Strong communication and collaboration skills are crucial for successful remote work.

Clients we served

Logo of Airbus Group, an aerospace and defense company.
Logo of Suez Environnement, a water and waste management company.
Logo of Atos, an IT and digital services company.
Logo of Groupe Casino, a French retail company.
Logo of BPCE Solutions Informatiques, a banking and financial services provider.
Logo of Carrefour, an international retail and supermarket chain.
Logo of Caisse d'Epargne, a French banking institution

The Challenge

As LivingActor seeks to enhance its services, several challenges related to legacy systems must be addressed:

  • Legacy Code Complexity: The vast volume of legacy code complicates modifications and system management.
  • Skilled Engineer Requirements: Maintaining these systems necessitates well-trained engineers who can navigate intricate code interpretation.
  • Need for Modernization: Critical efforts are needed to update systems for improved performance and maintainability.
  • Software Deployment: Regular deployment of the latest software versions is essential for incorporating new features and reducing downtime.
  • Modification Difficulties: Outdated systems hinder modifications, bug fixes, and the addition of new features.
  • Growing Code Volume: The increasing amount of legacy code raises the risk of side effects with each change, complicating maintenance.
  • Performance Improvement: Ongoing efforts are necessary to enhance performance and maintainability.
  • Staying Current: Keeping the system updated with the latest versions is vital for functionality.
Screenshot of Living Actor Chatbot Assistant interface showcasing enhanced user interaction and features

The Solutions

To address LivingActor's challenges, we implemented a range of solutions:

Our team ensures smooth functioning and integration of legacy applications with modern systems.

Analytics System Refactoring

We optimize performance and accuracy through analytics system refactoring to meet current business needs.

We design user-friendly assistant interfaces to enhance user experience.

Our redesign services improve the usability and efficiency of LivingActor's backoffice.

We provide automated testing to ensure quality and reduce manual testing efforts.

We developed a fast, responsive desktop application using NW.js.

Our team created a native Android app to enhance mobile user experience.

We implemented an efficient call distribution algorithm for improved communication.

We added features to enhance form management capabilities.

We implemented SSO with SAML/OIDC, enriching user profiles with AD data for better authentication.

Our services enable seamless data access and sharing with SharePoint applications.

We integrated Google Chat for enhanced communication within the Google Workspace.

Our team enabled collaboration with Microsoft Teams users through integration services.

We connected Living Actor with Facebook Messenger for user engagement.

We facilitated access and data sharing with Meta Workplace applications.

Our integration enhances search capabilities for a better user experience.

We bridged to a new NLP engine to improve natural language processing accuracy and efficiency.

We developed connectors for integration with platforms like Salesforce and ServiceNow.

We successfully migrated the application from PHP 5 to 7, and then to 8, ensuring security and updates.

Our services display hierarchical data in an organized manner.

We provided services for easy data migration between applications.

We developed tailored statistic reports for actionable insights for users.

Technologies Used

Results and Impact

The solutions provided to LivingActor delivered significant results:

Code refactoring and standardization improved system quality and functionality, creating a smoother user experience.

Improved Maintainability

Managing dependencies with Composer and eliminating dead code made the system more maintainable and easier to oversee.

Modernizing the code structure increased productivity and allowed new developers to onboard quickly.

The simplified codebase enabled faster onboarding of new developers, making staffing easier.

Despite the challenges of COVID-19, the company achieved its projected growth year after year.

Key business processes are now well-documented, ensuring that institutional knowledge is retained and utilized effectively.

New features were added without disrupting system flow or introducing bugs.

The import/export feature streamlined project creation and knowledge base management, saving managers valuable time.

Users now receive updates to the desktop app seamlessly, without the need for manual updates or reinstallations, minimizing downtime.

Optimization of processes, such as lemmatization, reduced project processing time from 30 minutes to just 2 minutes.

The time required to create customized interfaces was reduced from 5 days to just 4 hours.

Services We Provided

  • Requirement Study
  • Requirement Specification
  • UI/UX Design
  • Responsive Web Design
  • Web Development
  • Software Documentation
benoit-morel

It's a pleasure and a chance working with Engineeous. Engineeous provides excellent IT services to Living Actor to build and manage Chatbot, NLP & AI technologies...

Benoit Morel

CEO, LivingActor
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