TetherX is an innovative OTC (Over-The-Counter) trading platform specifically developed for the Mongolian market, aiming to provide a stable and accessible cryptocurrency trading environment. It leverages Mongolia Stable (MGStable), a Mongolian Tugrik-backed stablecoin, to facilitate seamless peer-to-peer cryptocurrency transactions, enabling users to trade digital assets without intermediaries while ensuring local currency stability.
AI
VoiceDesk Receptionist
A virtual receptionist
Client
Confidential
Duration
9 months
Category
AI
Year
2024
Technology
AWS, Mongo Atlas, Infura IPFS, Solidity, The Graph, Lambda serverless, NodeJS, ReactJS
Introduction
VoiceDesk Receptionist is a virtual receptionist that answers both calls and chats, handles scheduling, lead qualification and customer support for businesses. VoiceDesk Receptionist aims to provide seamless, 24/7 customer engagement through AI-driven voice and chat interactions.
Challenges
VoiceDesk Receptionist aims to empower businesses to manage high volumes of customer inquiries without increasing headcount. However, several challenges stood in the way of achieving this goal:
– Infrastructure scalability and latency: Managing high-concurrency voice and chat sessions without performance degradation during peak traffic hours.
– Data integrity and transparency: Ensuring that customer interactions and scheduling logs were verifiable and tamper-proof for high-trust business environments.
– Operational cost management: Scaling the service to handle millions of interactions while maintaining low overhead and avoiding high data storage costs.
– Synchronization hurdles: Maintaining real-time consistency between instant messaging responses and a permanent, immutable record of business transactions.
Solutions
To overcome the challenges, Hola Tech adhered to the best practices. Key components of the solution included:
– Architect an event-driven serverless pipeline for high-concurrency handling: Deploy AWS Lambda and NodeJS to manage the core logic of voice-to-text and chat interactions. This serverless approach ensures the system scales elastically in response to fluctuating call volumes, eliminating the need for manual server provisioning while maintaining low-latency responses for real-time lead qualification and scheduling.
– Optimize data retrieval: Implement The Graph to build custom subgraphs that index smart contract events in real-time. This allows the ReactJS frontend and the NodeJS backend to query transaction history and scheduling states via high-speed GraphQL queries, bypassing the inherent latency of direct blockchain lookups to provide a smooth, responsive user experience.
– Synchronize real-time session state: Utilize Mongo Atlas as a high-performance document store to manage active session states and transient chat data. This ensures that the ReactJS dashboard reflects live interactions instantaneously, while final business outcomes and qualified leads are asynchronously pushed to the decentralized layer for permanent, tamper-proof record-keeping.
Featured numbers
– Reduced average customer response times to under 10 seconds across both voice and chat channels, ensuring instantaneous 24/7 availability
– Automated 85% of routine scheduling requests and general inquiries, significantly decreasing the need for manual human intervention
– Handled over 1,000 concurrent voice and chat sessions during peak traffic hours without any degradation in system performance or response latency
Results
The implemented system successfully met VoiceDesk Receptionist’s requirements for performance, security, and enterprise-grade automation. VoiceDesk Receptionist has empowered businesses to scale their front-desk operations quickly and efficiently, with over 10,000 appointments already successfully scheduled through the AI-driven pipeline. This demonstrates VoiceDesk Receptionist’s success in providing a seamless, high-trust, and accessible solution for the modern automated business landscape.
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