endorsedOngoing

Web Application for Virtual Personal Assistant with Routing and NLP

Services Covered:

Custom Software Development

Industry

Human Resources & Staffing

32 months

Budget

50K - 199K

Start Date

1 April 2017

Team Size

1-5

Engagement Model

Offshore

Project Capability Score (PCS)

71/100

Good

Project Capability Score (PCS) estimates how capable Simublade is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

Parrotforce

Houston, United States of America

Project Summary

Simublade built a web application using React, Node.js, and SQL hosted on Google Cloud Platform to automate conversation routing and analyze client–assistant interactions with NLP for a virtual personal assistant company. The automation eliminated manual routing, improved customer handoffs, and simplified workflows; Simublade continues to provide development and strategic guidance.

Key Challenges

Routing call requests arrived in many different forms.
Manual routing made it difficult to manage requests efficiently.

Project Deliverables

Web application (Node.js and React)
SQL database
Request-routing stream for call and message handling
Natural language processing (NLP) pipeline for conversation analysis
Hosting and deployment on Google Cloud Platform

Project Solution

Simublade implemented an end-to-end request-routing stream that captures conversation data between clients and personal assistants, stores it in a SQL database, and applies natural language processing to identify important information for assistants to remember. The project proceeded iteratively, feature by feature, converting conversation inputs from SMS, email, and Trello into structured data. The vendor built the frontend/backend using React and Node.js, implemented the database in SQL, and deployed the system on Google Cloud Platform. A project manager served as the primary contact and a designer was later engaged for UI work.

Project Outcome

Automation eliminated manual routing of requests, removing that operational burden.
Internal teams could refocus on customer relationships and company growth.
Customer experience improved through stored preferences and seamless assistant handoffs.
Deliverables arrived on time and matched the client's expectations.

Platforms

Tech Stack

Node.js
React.js
SQL
Google Cloud Platform (GCP)

Client Endorsement

Overall Review Rating

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“The app’s automation has simplified the client’s workflows. Simublade continues to provide development and valuable insights to further improve the tool. Their high level of technical expertise, clear communication, and willingness to go above and beyond enables a smooth workflow.”
Mo Khan
Senior Manager
Date: 12/13/2019