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Development of Multi-Platform Intelligent Chat Solution for Enhanced Customer Support
  1. case
  2. Development of Multi-Platform Intelligent Chat Solution for Enhanced Customer Support

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Development of Multi-Platform Intelligent Chat Solution for Enhanced Customer Support

coderio.com
Financial services
Information technology
Customer products & services

Customer Support Infrastructure Modernization

Existing customer support systems lacked integration across platforms, resulting in inconsistent user experiences, operational inefficiencies in call centers, and inability to meet evolving customer expectations for digital interactions.

About the Client

Leading Argentine financial institution specializing in digital banking services and innovative financial products

Operational Efficiency and User Experience Enhancement

  • Implement cross-platform chatbot integration (web, mobile, PWA)
  • Reduce call center operational costs through automation
  • Improve first-contact resolution rates
  • Create seamless hybrid human-AI chat system
  • Establish scalable foundation for future AI capabilities

Core Chat System Capabilities

  • Progressive Web App (PWA) with ReactJS framework
  • Embedded iFrame integration for web platforms
  • WebView implementation for mobile applications
  • Responsive design for multiple screen sizes
  • Token-based authentication system
  • Hybrid chat routing (human/AI escalation)
  • Context-aware conversational AI engine

Technology Stack Requirements

ReactJS
JavaScript
Progressive Web App (PWA)
iOS
Android

System Integration Needs

  • Banking core systems integration
  • Customer identity verification APIs
  • Existing CRM platform synchronization
  • Analytics and reporting dashboards

Operational Requirements

  • Enterprise-grade security and encryption
  • 99.9% system uptime SLA
  • Horizontal scalability for peak loads
  • Cross-platform compatibility
  • Real-time performance monitoring

Expected Business Outcomes

Projected 40% reduction in call center volume through intelligent chat automation, 25% improvement in customer satisfaction scores, and 30% decrease in support operational costs. Implementation of scalable architecture will enable future AI-driven service expansions while maintaining consistent user experience across all digital touchpoints.

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