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.
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
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- Modification Difficulties: Outdated systems hinder modifications, bug fixes, and the addition of new features.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.
The Solutions
To address LivingActor's challenges, we implemented a range of solutions:
Legacy Application Management
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.
New Assistant Interface Design
We design user-friendly assistant interfaces to enhance user experience.
Backoffice Redesign
Our redesign services improve the usability and efficiency of LivingActor's backoffice.
Automated Functional Testing
We provide automated testing to ensure quality and reduce manual testing efforts.
LA Assistant Desktop Development
We developed a fast, responsive desktop application using NW.js.
Native Android App Development
Our team created a native Android app to enhance mobile user experience.
Call Distribution Algorithm
We implemented an efficient call distribution algorithm for improved communication.
Advanced Form Management
We added features to enhance form management capabilities.
SSO Implementation
We implemented SSO with SAML/OIDC, enriching user profiles with AD data for better authentication.
SharePoint Integration
Our services enable seamless data access and sharing with SharePoint applications.
Google Chat Integration
We integrated Google Chat for enhanced communication within the Google Workspace.
Microsoft Teams Integration
Our team enabled collaboration with Microsoft Teams users through integration services.
Facebook Messenger Integration
We connected Living Actor with Facebook Messenger for user engagement.
Meta Workplace Integration
We facilitated access and data sharing with Meta Workplace applications.
External DMS Search Engine
Our integration enhances search capabilities for a better user experience.
New NLP Engine Bridge
We bridged to a new NLP engine to improve natural language processing accuracy and efficiency.
Connectors to External Systems
We developed connectors for integration with platforms like Salesforce and ServiceNow.
PHP Migration
We successfully migrated the application from PHP 5 to 7, and then to 8, ensuring security and updates.
Tree View Implementation
Our services display hierarchical data in an organized manner.
Import/Export Knowledge Base
We provided services for easy data migration between applications.
Customized Statistic Reports
We developed tailored statistic reports for actionable insights for users.
Results and Impact
The solutions provided to LivingActor delivered significant results:
Enhanced Functionality and User Experience
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.
Increased Productivity
Modernizing the code structure increased productivity and allowed new developers to onboard quickly.
Easier Staffing
The simplified codebase enabled faster onboarding of new developers, making staffing easier.
Business Growth Amid Pandemic
Despite the challenges of COVID-19, the company achieved its projected growth year after year.
Knowledge Preservation
Key business processes are now well-documented, ensuring that institutional knowledge is retained and utilized effectively.
Seamless Feature Additions
New features were added without disrupting system flow or introducing bugs.
Time-Saving Import/Export Functionality
The import/export feature streamlined project creation and knowledge base management, saving managers valuable time.
Seamless Updates
Users now receive updates to the desktop app seamlessly, without the need for manual updates or reinstallations, minimizing downtime.
Improved Performance
Optimization of processes, such as lemmatization, reduced project processing time from 30 minutes to just 2 minutes.
Faster Customization
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
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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