Customer Support Chatbot Widget
Overview
The project was a customer support chatbot widget integrated into an e-commerce platform. It used a PostgreSQL knowledge base containing more than 200 product FAQs and could transfer conversations to a human operator when needed. Working in a three-person team - one frontend engineer, one backend engineer, and one QA engineer-I built the React interface and Node.js integration, including conversation flows, long-polling communication, and behavior-based operator handoff.
Key Responsibilities
- ▹Building a responsive chat widget in React and Material UI, with REST APIs and long polling used to keep messages updated in near real time
- ▹Connecting the widget to Node.js backend services backed by PostgreSQL, allowing it to search more than 200 FAQ entries and store conversation history
- ▹Implementing inactivity timers and rapid topic-switching detection that offered users the option to continue the conversation with a human operator
Achievements
Delivered a support widget backed by a PostgreSQL knowledge base of more than 200 product FAQs, with near-real-time updates and automatic operator handoff based on user behavior
Made product answers available directly within the current page by connecting the widget to the PostgreSQL-backed FAQ service