Customer Service Efficiency Enhanced with Swiggy’s AI-Powered CRM
Overview
Swiggy’s CRM is a tool that enables Swiggy to satisfy the queries of its customers fully. With the latest Swiggy CRM, the team at Swiggy has introduced a chat and voice platform which helps customers raise their queries, and the customer care team promptly addresses the issue raised by the customer and invests their best possible efforts to resolve the issues raised.
Technical Stack
Industry
Information Technology
Region
India
Project Size
Non-Disclosable
Highlights
AI-Powered Bot Integration
Pubnub Integration for Chat Platform
Websockets for tracking agent status
Apache Kafka for distributed event streaming
Challenges & Solutions
Memory Fragmentation issue in Ruby 2.5
- Solution: Changed the value of MALLOC_ARENA_MAX to 2 from 8 (which is a default value) and observed a magical reduction in memory usage (i.e, a significant decrease from 1.7 GB to 600 MB)
The high Average Ticket Handling Time of the Agent resulted in more cost.
- Solution: Created a flow where agents will verify the image in some cases (Ex. Food is not good, Wrong Items), and the rest the bot will manage. This reduced the ticket handling time from 2 to 5 min.
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Years of Business
Experience
Happy
Customers
Countries with
Happy Customers
Agile enabled
employees
Core Features
- Chat and Call Platform
- Meet Customer Needs
- Stats for Agents and Tickets
- Supports multi-tenancy
- Agent Management by Administrations
- Route chats to the Best Agent
- Stats Plotting for Statistics
- Prometheus metrics for monitoring the system.
- Grafana for plotting graphs over Prometheus Queries.
- Circuit Breakers
No. of Developers
11
Time Frame
June 2020 - Ongoing
Screenshots
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