This project focuses on the development of a fully remote, customer service–oriented web application that enables seamless real-time communication between users and service providers. Designed for accessibility and ease of use, the platform requires no app installation and allows anyone to connect instantly via video from any location. It is tailored for various real-world scenarios, including hotel front desk services, municipal office receptions, and interactive fan meetings with public figures.

The system integrates advanced AI capabilities to analyze customer facial expressions during interactions, enabling businesses to deliver more personalized and responsive service. This tool empowers both physical stores and e-commerce businesses to offer human-like customer support remotely, effectively blending convenience with a high-touch service experience.

Problem Statement

With this particular project, our main goal was to resolve existing issues to ensure a smooth and defect-free experience for end users while also introducing new features to enhance the system's overall functionality. Several key challenges were identified during the development process. First, there was a clear need to support remote customer service, especially for businesses looking to provide personalized assistance without physical presence. Second, it was essential to create a solution that prioritized ease of connection and user-friendliness, allowing anyone to access the service without the need for complex setups or app installations. Additionally, the platform had to be adaptable for use in a variety of real-world situations, such as hotel receptions, public offices, or even live fan events. This required a high level of versatility and reliability in both design and performance. Lastly, we focused on the importance of linking with external services—such as payment gateways, e-commerce platforms, and internal company systems—to ensure seamless integration and broader usability. Addressing these core requirements helped us build a more stable, scalable, and user-centric solution.

Challenges

The project encountered several key challenges. One major difficulty was ensuring seamless connectivity for all users. Developing a remote communication tool that was simple enough for users with varying technical expertise while ensuring stability and cross-platform compatibility required extensive testing and optimization. Additionally, the application needed to be versatile for different use cases, such as hotel reception, municipal office visits, and celebrity-fan interactions, which demanded flexible functionality while maintaining ease of use and consistent performance.

Another challenge was maintaining high-quality video and audio communication. To provide effective remote customer service, the platform needed to deliver real-time video and audio communication with minimal latency, requiring careful management of bandwidth to ensure smooth video streaming and a professional experience for users.

Integrating AI for enhanced customer service added complexity, as it involved developing sophisticated algorithms capable of accurately analyzing customer facial expressions and emotional cues to improve real-time interactions. Lastly, the system had to be designed for scalability and reliability to handle varying levels of demand, from a few users to thousands, without compromising performance, requiring robust infrastructure to ensure seamless communication under heavy traffic loads.

Solutions

The solution provided a flexible platform tailored to various use cases. For **hotel reception assistance**, the system enables hotels to use virtual receptionists that greet and assist guests remotely. By connecting to a web service developed on AWS, hotel staff can engage with guests through video calls, offering a personalized experience without the need for physical presence at the front desk.

For **ward office reception assistance**, public offices can leverage the platform to assist visitors remotely, streamlining administrative tasks. This allows staff to manage inquiries and guide visitors via video calls, reducing the need for on-site personnel and enhancing both efficiency and accessibility.

In the entertainment industry, the platform facilitates **live meetings between entertainers and fans**, enabling real-time, interactive experiences. Fans can connect with their favorite celebrities via video calls, fostering a deeper personal connection and creating memorable moments in a virtual setting.

Services we Did

Our Team

Project Leader (BrSE)
Back-end Engineer X 2
Front-end Engineer
Devops Engineer
QA Engineer

SDLC Stages

Design
Development and implementation
Infrastructure construction
Test

Technical Stack

AWS (ECS, EC2, RDS)
Laravel (PHP)
React (JavaScript)
MySQL
Twilio (Message Service)
Line (Chat Service)
Veritrans (Payment Service)
Stripe (Payment Service)
Docker
Sentry
JMeter
git

Tools & Technologies Used

Results & Outcomes

We developed a robust and easily scalable system with integrated payment functionality that significantly contributed to our client’s sales. By creating a solution capable of handling increasing user demands and transaction volumes, we ensured the platform could scale smoothly as the business grew. The payment system was designed to be secure and user-friendly, streamlining the transaction process and making it easier for customers to make purchases. This improved the overall sales experience, boosting customer satisfaction and ultimately driving higher sales. The system’s reliability and scalability also played a crucial role in supporting the client’s business growth, ensuring smooth operations even during peak times.