Aravind M SSoftware developer
← All work

03 / Customer support / Live communication

Build ChatbotConnecting automated and human support.

A hybrid customer support experience with a live-chat gateway. The work included Socket and Pusher integrations and a way for conversations to move between an AI assistant and a human agent.

Platform

Flutter application

Tools & technologies

Flutter · Sockets · Pusher · WebRTC

01 / Context

The setting.

A hybrid AI/chat support experience where a conversation can pass between an automated assistant and a human agent.

02 / My contribution

Where I worked.

  • Built an admin live-chat gateway.
  • Integrated Socket and Pusher communication channels.
  • Worked with WebRTC and chat handover flows.
A closer lookConceptual diagram
  1. 01Customer
  2. 02AI assistant
  3. 03Human agent
Conceptual conversation handoff. Channels include Sockets and Pusher; work also involved WebRTC.

03 / Engineering focus

The interesting part.

A conversation needs continuity as its participants change. This work focused on live message flows and coordination across automated support, human agents, and different communication channels.

04 / Impact

What changed.

40%

Faster client response times

35%

Increase in customer sessions

25%

Improvement in retention

Resume-reported results. These describe product outcomes, not independently audited measurements.

05 / Reflection

What stayed with me.

Realtime features feel simple to the user only when the handoff and coordination underneath are handled carefully.
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