Media / Telecom · 2023-2024
Real-Time Customer Support Messaging for a DTH Provider
Low-latency WebSocket messaging between customers and support agents.
- WebSocket delivery
- Real-time
- Customer to agent chat
- Low latency
- Scalable transport
- Socket.IO
The challenge
The provider's support experience relied on slow, disconnected channels. They needed live chat between customers and agents that stayed responsive under load and integrated with their existing backend.
What I built
- Built a WebSocket-based real-time communication system with Socket.IO on NestJS.
- Designed message persistence, agent routing and presence handling.
- Exposed REST APIs for history, agent tools and integration with existing systems.
Results
- Customers and agents chat with near-instant delivery.
- Support workflows moved onto a single, integrated platform.