Contact center chat
Engineered a real-time chat and support bot for Argos, automating customer service and boosting support efficiency through modern web technologies.
Project Overview
Designed and deployed the Argos Live Chat & Support bot, leveraging React, Redux, Sagas, and Web Sockets to deliver real-time customer support. The solution increased support capacity, improved customer experience, and enabled support staff to assist multiple customers simultaneously, reducing pressure on the telephone channel.
The Challenge
Argos needed to provide scalable, real-time customer support to handle high volumes of inquiries efficiently. The challenge was to create a platform that could automate common queries, intelligently escalate complex issues, and empower support staff to manage multiple conversations at once.
The Solution
Developed a robust live chat and support bot platform using React, Redux, Sagas, and Web Sockets. Implemented intelligent automation for common support tasks, seamless escalation to human agents, and real-time messaging capabilities. Integrated analytics and feedback loops to continuously improve support quality and efficiency.
Results & Impact
This solution increased customer support capacity and efficiency, allowing staff to assist more customers simultaneously. Customer satisfaction improved through faster response times and intelligent automation, while reliance on telephone support was reduced, lowering operational costs. The enhanced digital support channels also drove higher engagement and traffic for Argos.