Omnichannel support bot

Automated support and ticket triage on LINE and Telegram.

Bots

Challenge

Support volume grew with the business; 80% of enquiries were repetitive, average first response took 15 minutes, and off-peak hours had no coverage at all.

Solution

Built a dual-channel bot: automated FAQ answers, order-status lookups wired to the back office, human hand-off with ticket creation for anything else, and full conversation history.

Deliverables

  • LINE official account bot
  • Telegram bot
  • Ticket triage system
  • Conversation console

Results

  • <5sfirst response
  • -62%manual tickets
  • 24/7coverage

Stack

Node.js / LINE Messaging API / Telegram Bot API / Redis

Timeline

3 weeks

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