The Challenge
Customer contact ran through phone calls that cost more per conversation, required interpreters whenever a caller did not share the agent's language, and handled one customer at a time. Messages arrived across separate social and messaging channels with no shared queue, history or reporting behind them.
Agents unable to handle parallel conversations.
Language cover requiring booked human translators.
Each messaging platform managed in its own inbox.
History and reporting scattered across separate tools.
Approach & Solution
smartData built the platform on Angular and Node.js over a serverless cloud architecture with a microservices design, integrating WhatsApp, Facebook, SMS, Telegram and web chat so that every channel lands in one console rather than a separate inbox per platform for each agent to watch.
Real-time translation runs in both directions across 109 languages, so an agent writes in their own language and the customer reads in theirs. Queue management, staff planning and scheduling sit behind it, with keyword autoresponders and template replies handling routine traffic.
Key Features
Real-time translation in both directions automatically.
Messaging platforms managed from one console.
One message sent across channels at scale.
Customers start a conversation by scanning a code.
Product Showcase
Final Outcome
Agents run several conversations at once instead of one call at a time, customers are served in their own language without booking an interpreter, and every exchange leaves a complete record — including for people who cannot use a phone line.
