The Art of Implementing a Conversational AI Project

From single-purpose programs that respond to common consumer queries to advanced digital assistants that evolve as they process information, chatbot technologies are making a positive impact on customer service, employee productivity, marketing and more. In part one of Infogain’s Chatbot Talks series, we answered your frequently asked questions about Chatbots.

Our second chatbot talk, The Art of Implementing a Conversational AI Project, was hosted by Upakul Barkakaty, Infogain’s Director of Mobile and Chatbot Solutions, and took place on October 22nd with special guests Stephen Mateer and Michael Piotrowski of Kore.ai.

Kore.ai is an enterprise virtual assistant platform and solutions company enabling enterprises to automate and enhance digital interactions with their customers, employees, and partners.

Here are takeaways from the event:

Stephen Mateer provided an overview of Kore.ai, its mission, and outlined use cases for B2E and B2C.

Kore.ai provides a conversational AI-based no/low code enterprise platform to create virtual assistants with conversational and digital user experiences. The platform serves as a secure foundation for enterprises to design, build, test, host, and deploy AI-rich virtual assistants across 30+ different digital and voice channels.

Kore.ai develops domain trained pre-built virtual assistants for Banking, Insurance, HR, and IT Support:

Pre-built virtual assistants for Banking, Insurance, HR, and IT Support

Kore.ai’s omnichannel ‘build once and deploy anywhere approach’ simplifies developing and deploying bots across multiple channels such as messaging apps, digital assistants, collaboration tools, and enterprise applications.

The Kore.ai VA Platform provides automatic handling of channel-specific APIs. It automatically accounts for authentication and authorization nuances between channels– automatically adapting messages to match the formatting used by each channel.

Kore.ai’s conversational assistants can be applied to a broad range of B2E and B2C industries and domains:

Conversational assistants a range of B2E and B2C industries and domains

Michael Piotrowski gave a technical overview and a demo of Kore.ai’s platform, which described knowledge ingestion, how to build a dialog, conversation design and task execution. He also outlined the advantages of their multi-engine approach for Natural Language Processing.

The webinar concluded with a discussion of metrics and must have requirements for selecting a virtual assistant:

  1. How easy and intuitive is it to learn?
  2. How long does it take to deploy?
  3. What kind of support will you receive during and after implementation?
  4. How easy is it to collaborate on VA projects?
  5. How long does it take to build VAs using the solution?
  6. What is the pricing and pricing structure in relation to your must-have features?

Upakul Barkakaty, Infogain’s Practice Head for Mobile and Chatbot Solutions, is also a Chatbot enthusiast and can share ‘Chatbot Criteria’ to consider when choosing a chatbot.

Five Ways Warehouse Clubs Can Improve Customer Experience

There is no doubt that e-commerce has transformed retail.  Consumers expect to find the products they want both in-store and online, to use technology to make purchases with the swipe of a finger, and to have their purchase delivered to their doorstep the very next day. As a result, warehouse clubs must continually seek ways to improve the customer experience to retain loyal customers and drive revenue. Here’s how:

Embrace Cloud Technology

Knowing how your customers behave creates the opportunity to reach them easier and in a more individualized fashion. Through data stored in the cloud, customer behavior can be analyzed and segmented based on the interactions they have with a brand, whether in person or online. A cloud-first mentality yields other benefits as well. By creating new processes to work in the cloud, Warehouse Clubs can focus on providing a better customer experience.

Take BJ’s, for example. They are a warehouse club chain based in Westborough, Massachusetts. In their quest to further improve member experience and provide convenient shopping options, BJ’s underwent a cloud transformation to improve the functionality of both it’s brick and mortar and online operations to provide a more personalized shopping experience for members. Their initial goal was to migrate applications and systems to the cloud to reduce its data center footprint. Those goals expanded to improving agility, to help IT respond to infrastructure requests faster, to replace heavyweight back-end applications with nimbler ones in the cloud, and to be able to innovate faster by leveraging cloud-based solutions.

Another example is Costco, a cloud partner with Microsoft Azure since 2017. Costco has been persistently adapting itself to leverage cloud services and transforming key operations onto the cloud platform.

Build an Efficient Supply Chain

Warehouse Stores such as Costco, Sam’s Club, and BJ’s run extremely efficient supply chains stocking a limited number of products. BJ’s carries 7,200 SKUs, Costco carries 3,700, and Sam’s Club carries between 6000-7000. That’s compared to an average supermarket that carries an average of 40,00’s SKUs.

Other efficiencies in the supply chain include buying products directly from manufacturers and arranging delivery to 24 depots. At Costco and other Big Box Stores, these products then go warehouses using cross-docking techniques, a logistics system (Costco’s recent acquisition of Innoval) that aims to optimize shipments to stores from distribution points with minimal storage time. This approach reduces the costs of a multi-layer distribution system.

Using Technology to Deliver Multi-Channel Customer Experiences

Shoppers love their mobile devices and use it for a variety of channels. Sam’s Club has a tech hub in Dallas, referred to as Sam’s Club Now, where the company’s Scan & Go technology was tested before being implemented nationwide. Customers use their mobile phones to scan the barcode on products while placing them in their carts, and a receipt is tallied as they shop. On Sam’s Club’s app, customers can have their digital membership card, use Scan & Go, and get scanned out as they leave the Club. There’s no need for paper since the process is entirely digital. Sam’s Club also integrated the “where to find the item in the store” solution.

In addition, Sam’s Club has modernized; it’s In-Store Pickup service now known as Club Pick-Up. The service allows customers to build and save shopping lists online and place the order with Sam’s Club. When they are ready to pick up their items, customers can use the Sam’s Club app to alert the retailer that they’re on their way.

Embrace e-commerce—your way

Warehouse clubs have been placing a greater emphasis on e-commerce, and omnichannel capabilities, including developing same-day and two-day grocery delivery, rolling out buy online pick up in-store (BOPIS) services, and opening e-commerce fulfillment centers.

At Sam’s Club, e-commerce generated 4.7% of total net sales in the year ended January 31, 2019.

While most retailers are radically reshaping their strategies to contend with Amazon, Costco is focused on perfecting what’s been working for four decades. Competitors have invested heavily to bolster their online presence, and Costco has as well but remains focused on enhancing its in-store shopping experience. “We don’t want [customers] to get comfortable at just shopping at Costco online unless there is not a Costco within 100 miles.”

Despite the slow and steady approach to e-commerce, Costco has seen extremely strong growth in online revenue. The company’s e-commerce sales jumped 23.3 percent in its last fiscal year, and it’s one of the top 10 online retailers in the United States, capturing 1.3 percent of all retail e-commerce sales. Believing there’s a lot of traction to be gained online, Costco has started turning several of its closed stores into e-commerce fulfillment centers and are adding lockers to its stores to make buy-online-pickup-in-store more efficient.

Whatever the strategy, warehouse clubs need to balance in-store operations and e-commerce to support long-term growth.

Micro-fulfillment

Micro-fulfillment is an emerging technology designed to help retailers respond to increased consumer demand for rapid online order fulfillment while taking up a smaller amount of space than traditional fulfillment centers. It combines the speed of local delivery associated with in-store order picking with the efficiencies of robotics fulfillment from large automated facilities.

“We’re driven to make shopping at Meijer easy and convenient, so micro-fulfillment is another way our company is leaning into the future of retail,” said Sid Handa, Director of Strategic Supply Chain Initiatives for Meijer. “This micro-fulfillment technology will allow us to maximize space in our stores, help us expand our online shopping options, and ultimately keep pace with consumer demand for personalized shopping solutions that put their shopping preferences first.”

At Infogain, we provide Azure App Engineering services to build modern applications, modernize existing applications, or to migrate applications to Azure Cloud. Our services aim to achieve optimal cloud adoption benefits for applications based on business criticality, complexity, and cloud suitability of apps.

Infogain Develops Mobile and Web Application Hosted on MS Azure and Compliant with FDA Requirements

Our client is a US medical technology company leader that develops and markets at-home therapy devices that treat chronic conditions such as lymphedema. Their customers were using an at-home medical device that lacked connectivity and, paper-based journals to monitor their treatments at home. They wanted an app that would allow patients to enter, manage and monitor their treatments online, provide motivation and access to education materials. Infogain provided a scalable architecture and developed a PaaS solution using Azure services. Benefits:

• Increased customer satisfaction with mobile and web access to monitor therapy and treatments
• Insights into patient data with real-time monitoring and analytics
• Scalable solution with flexibility for user authentication and management
• Compliant with FDA requirements, and artefacts generated can be used for FDA submission

The Impact of Artificial Intelligence and Machine Learning on Mobility

By Upakul Barkakaty, Global Practice Head of Mobility Solutions at Infogain

Mobility is no longer a fringe topic. Mobile devices have become an integral part of our lives. With the power and proliferation of high-end smartphones and tablets on the market, people are using laptops less for tasks which can be done through their mobility devices, including wearables, virtual voice assistants such as Alexa, Siri, and Google Assistant.

We are using mobile devices for everything from personal finance, shopping on Amazon and Flipkart to filling out timesheets and exploring company directories in the workplace.

Enterprise mobility solutions are undergoing a seismic shift as well. AI, machine learning, and data analytics are transforming mobility from a mere transactional function to take on a more strategic role in the organization.

Defining AI

“A machine with the ability to perform cognitive functions such as perceiving, learning, reasoning and solve problems are deemed to hold an artificial intelligence”

Although the idea of AI is not new, the pace of recent breakthroughs definitely is. There are three main factors fostering this acceleration:

  1. Computing Capacity: Advances are emerging beyond the current generation of central processing unit (CPUs) and Graphics processing units (GPUs). This capacity has been aggregated in high scalable data centers and is accessible through the cloud.
  2. Big Data: Huge amounts of information (images, voice, video, location, sensor information) are collected through IoT processes and can be used to train AI models.
  3. Machine Learning (ML): Algorithms have advanced significantly through the development of deep learning based on neural networks.

How is AI transforming Mobility?

AI and Apple’s A11 Bionic Chip. Apple’s iPhone X has introduced A11 Bionic chip. The chip contains a neural engine to power its AI features and applications like Face-ID recognition and Augmented Reality. How powerful is the A11 Bionic Chip?

Samsung is also at work to add AI-specific CPU cores into its mobile chips, and San Diego chipmaker Qualcomm announced its Snapdragon 845 chip, which sends AI tasks to the most suitable cores thus enhancing operations for energy-hungry features.

Use cases for AI in mobile app development 

AI-powered solutions in mobile app development are changing the organizations modeling with innovative applications and solutions.

  • Empowering Search Engines – Artificial intelligence and machine learning have introduced a new way to use images and voice, unlike text mode.
  • Artificial Intelligence Combined with the IoT – AI lets your devices communicate with each other. AI is collecting real-time data. That data is processed so that devices learn to function on their own.
  • Smartphone Camera Are Getting Better in Subject Detection – By using AI, the interface of a smartphone camera can easily detect the subject in the camera frame. Amazon is already using this function. Instead of scanning a barcode, users can simply place an order by taking a photo of an object. Similarly, there are home design applications using AI and AR.
  • High App Authentication – With AI and ML, security concerns have been reduced by giving alerts to the users about possible threats and vulnerability by analyzing the user behavior
  • Virtual Colleague Chatbot – Meet Nysa, Infogain’s virtual employee. She has answers to questions related to Infogain ecosystem 24x7x365. Nysa never asks for vacation time, she never complains about the food in the cafeteria, and most importantly, she doesn’t ask for a raise!
Machine learning, on a global scale, makes mobile platforms more user-friendly, improves the customer experience, maintains customer loyalty, and aids in building consistent omnichannel experiences.

 


Six most lucrative use cases for machine learning in your mobile app.

Use-cases in the Insurance Industry

An insurance tech startup (Lemonade) based in New York City, processes claims within three seconds with the help of an AI-powered claims settlement bot. The bot verifies details of claims, and runs them through a fraud detection algorithm and passed instructions to the bank to transfer the claim amount.

Natural Disaster Management: Early warnings of a disaster can be determined with accumulated data related to a specific geographic location using remote monitoring tools to perform analytics with AI & ML.

Health Monitoring: Patients wearing health and fitness trackers can have their vitals continuously sent to the doctors or to the smart device manufactures with the help of IoT platform. That data can be processed to create advanced smart devices and better decision making for disease cure.

AI-powered tools and insurance: Natural language processing, machine learning, chatbots, predictive analysis, marketing personalization — a lot is happening in the insurance industry, and it’s all being driven slowly by advancements in artificial intelligence. There is great potential for cost savings, product improvement, and improvements in customer experience.

Conclusion

AI, machine learning, and data analytics are transforming mobility, and their impact will continue to yield promising solutions, especially with the application of IoT.

With the impact of AI and ML on mobility, the possibilities are endless. If you’d like to learn how AI and ML can improve your mobility solutions, contact an Infogain Mobility expert here.

The Rise of Kotlin: A statically-typed programming language

Authored by:

UPAKUL BARKAKATY | Practice Lead, Mobility Solutions

JAGDEEP SINGH | Consultant

More than 10 years ago, in September 2008, the first commercial version of Android was released by Google. While the ‘Core Android coding’ is done using C and C++, Android Applications were written predominantly using Java. The Go Programming Language is also supported for a limited set of APIs. Programmers often contend with a variety of Java issues, including:

  • Null references that are controlled by the type system
  • No raw types
  • Arrays in the Java language are covariant
  • Java works with SAM-conversions
  • Use-site variance without wildcards

While Java is still used in many applications, the Kotlin programming language has been gaining in popularity among developers. Well known applications, such as Netflix, Twitter and Pinterest now use Kotlin. Let’s explore the background and features that are leading to the ‘rise of Kotlin.’

Introduction to Kotlin

Kotlin was introduced by JetBrains in July, 2011 for purpose of having the features that most of languages don’t have (Wikipedia). After a year of development, it was open sourced under the Apache 2 license. The language was named after an island, near St. Petersburg, Russia. Kotlin v1.0 was released on February 15, 2016 as a stable release, with the latest version v1.3, released in October 2018 containing many more features. With the release of Android Studio 3.0 in October, 2017 Kotlin is fully supported by Google for the use of Android Operating System. In addition, Google is in the midst of a lawsuit against Oracle for the commercial use of Java API, while the company is considering Kotlin as their official language.

“In 2018, among both innovative and mainstream IT adopters, Kotlin has an emerging market share that is growing rapidly, and we predict that it will have a competitive market share by 2020”. –

Gartner, IT Market Clock for Programming Languages, 2018, Mark Driver, Thomas Klinect, 24 April 2018

Why Kotlin?

Application developers have chosen Kotlin because the code is safer, leading to reduced errors and bugs. With Kotlin, the code base shrinks and increases in quality. Kotlin is equipped with many powerful features that speed up development including:

o Object declarations
o Parameter values
o Extension functions
o Null safety through nullable and non-nullable types, safe calls, and safe casts.
o Extension functions.
o Higher-order functions / lambda expressions.
o Data classes.
o Immutability.
o Type aliases

Migration from Java to Kotlin is easier with Kotlin. Since Kotlin is fully interoperable with Java code, this allows developers to gradually migrate from Java to Kotlin. Due to a reduced number of code lines, Kotlin saves time and the quality of code is increased. InfoWorld reports that Kotlin reduces the lines of code by 20-30%. Kotlin also supports REPL (Read-Eval-Print Loop) like Python, which actually helps developers to quickly run a part of code directly without actually running the whole application. REPL comes in the JetBrains IDE under the tools menu.

Key Features

Kotlin has an abundance of features which speed up the development time. Several features cover extension function, default and named arguments, inline functions, data class, companion object and more. Kotlin provides a clear and compact codebase that makes the code in production more stable and consistent. Bugs get detected at compile time, so developers can fix errors before runtime. In addition, Kotlin is not just limited to the Android platform. The language has proved that it’s a great fit for developing server-side applications, allowing a programmer to write concise and expressive code while maintaining full compatibility with existing Java-based technology stacks and a smooth learning curve.

“Null-safety” is one of the most popular key features of Kotlin. Nulls are the most error-prone points when working with Java. In Kotlin, nulls do not exist unless otherwise stated. No variable by default can be set to ‘null’ in Kotlin. If a developer wants a variable to accept ‘nulls,’ they have to mark the type with a ‘?.’ From then on, the compiler will force the developer to check the ‘null’ before doing anything with the variable. Due to this, a ‘Null Pointer Exception’ does not occur in Kotlin. Other than this, it has ‘let’ and ‘Elvis operator’ which comes handy when the code inside the let expression is executed only when the property is not null. Thus let saves us from the ‘if else’ null checker too!

To date, only a small number of applications are using Kotlin on Google PlayStore yet most of the developers are shifting towards it. These applications include Twitter, Pinterest, Netflix and others as mentioned on the Developer site of Android. Many external libraries are also adopting the Kotlin language.

Kotlin can make an Android Developer’s life a lot easier. You can also get many Sample apps on the Codelabs developer site by Google with step by step development. In short, you should consider implementing Kotlin in your current or next Application.

Infogain Mobility Services and Solutions offers Enterprise Mobility Consulting and Enterprise Mobile Software Product & Application. To know more about Kotlin and its implementation please reach out here.

Meet us at India Mobile Congress

October 25-27th, 2018
India Mobile Congress 2018
Aerocity, Indira Gandhi International Airport, New Delhi

Attending #IMC2018? Schedule time with Infogain’s Hemen Goswami and Upakul Barkakaty to learn how Infogain’s end-to-end mobility solutions can accelerate the delivery of digital customer engagement systems using digital technologies such as cloud, microservices, robotic process automation and artificial intelligence in your organization.

Presenting the theme “New Digital Horizons Connect, Create, Innovate” the mega technology event showcases leading-edge mobile technology and product trends, manufacturing services and sectorial insights.

Conference information: https://www.indiamobilecongress.com/index.php

Schedule a meeting: Events.India@infogain.com

Infogain Accelerates NTUC Link’s ‘Digital Transformation’ to Launch the Plus! Mobile App

Singapore, June 5th ,2018: Infogain, a leading provider of technology solutions and services, is pleased to announce its collaboration with NTUC Link Pte Ltd (NTUC Link) on their recent launch of the Plus! Mobile App.

Plus! is Singapore’s largest and most successful multi-partners loyalty programme. Started in 1998, the programme now reaches over 2 million individuals, touches 90% of households, comprises more than 140 merchants and is available at more than 1200 outlets across Singapore. With the new Plus! App, members can check their loyalty points (‘LinkPoints’) anytime and anywhere on their mobile devices.  In addition, they can access an array of new products, including digital stamps and vouchers. Essentially, the app has opened up more rewards, deals and savings to its members.

The app is now available on both Google Play and iTunes stores. Existing Plus! Members can easily verify their details at first log in, and immediately view their existing LinkPoints balance on the app.

Beyond the app, Plus! is introducing a seamless online-to-offline (O2O) redemption experience. Users can experience fun and hassle-free redemptions of digital stamps and vouchers while seeing the app come alive with animation.

“We had an amazing team that had taken our product to market, now it is up to us to make it successful. Using an effective mobile app strategy today has definitely enhanced our scope of loyalty reward programme beyond discounts, in-store credits, and collection of points to rewards to make our members’ lives easier and more rewarding.” commented Sandeep Bhalla, Chief Executive Officer of NTUC Link.

Manoj Mittal, Senior Vice President of International Business , Infogain commented, “With our cutting edge digital transformation solutions, we were able to offer NTUC a customized solution architecture that delivered on the customer’s goals, including sales, social engagement, reporting and mobile. Infogain is excited and is looking forward to bringing its global expertise to NTUC as trusted partner on its Digital Transformation Journey.

The team behind Infogain brings years of experience in providing user-friendly and simplified consumer solutions that can be enjoyed by the masses. They provided expert consultation, application development, modern UX/UI design in Agile mode.

“Both NTUC Link and Infogain teams achieved excellent collaboration to help NTUC Link in their digital transformation journey with the new mobile app. We will continue to provide further support to aid NTUC Link on their digital journey and exciting things are on the anvil!”, said Sachin Nagarajappa, Asia Head of Infogain.

The Infogain team worked expeditiously with the NTUC Link employees in this new digital transformation journey in less than five months.

Sisir Mohapatra, Head of Platforms and Ecosystems for NTUC Link attested, “The entire team’s amazing attitude was instrumental to this achievement. We are delighted that our consumers now have greater access to offers across segments of dining, retail, leisure, transportation, wellness and more.”

Links to download the Plus! App:

Androidhttps://play.google.com/store/apps/details?id=com.ntuclink.plus

iOS: https://itunes.apple.com/us/app/plus-deals-offers-rewards/id1369161037?ls=1&mt=8

For a limited time, new members will receive $100 worth of vouchers, discounts and coupon codes. To date, more than 15,000 Plus! Members have already downloaded an initial version of the app, with limited features released in late April 2018, and will receive additional features when they update their app.

About Infogain

Infogain (www.infogain.com) provides front-end, customer-facing technologies, processes and applications that lead to a more efficient and streamlined customer experience for enterprises in the US, Europe, the Middle East, Asia Pacific and India. Offering solutions for the high-tech, retail, insurance, healthcare and travel & hospitality industry, Infogain specializes in areas such as software product engineering, digital service automation, cloud, mobility, testing and business intelligence & analytics. The company has 9 delivery centres and close to 4000 employees globally.

About NTUC Link Private Limited

NTUC Link is part of the Group of Social Enterprises under Singapore’s Labour Movement, which has businesses in groceries, insurance, F&B, healthcare, education and malls. The group shares a collective vision to create better and more meaningful lives by complementing the lifestyle habits of Singaporeans. NTUC Link Private Limited (‘Link’) was incorporated in 1998 with the key focus of improving the lives of its members by stretching their spending dollar on everyday expenses.

Today, NTUC Link has embarked on a transformation and innovation journey; re-organising and staffing up to become a dynamic, digital-enabled, data-driven organisation to go beyond loyalty and campaign management. It is in e-commerce, consumer research, advanced analytics and payments, and will offers a mobile-led customer engagement platform that delivers value to merchants and consumers through the most dynamic, seamless, data rich, and omni-channel approach.

About Plus!

NTUC Link’s Plus! Loyalty Programme (“Plus!”) is now recognised as Singapore’s largest and most successful multi-partners loyalty programme. The programme reaches over 2 million individuals, touches 90% of households, comprises more than 140 merchants and is available at more than 1200 outlets across Singapore. Consumers can earn and redeem loyalty points (LinkPoints) across a variety of lifestyle merchants.

For more information on NTUC Link and Plus!, visit http://www.plus.com.sg.

For more information, contact:

Infogain
Cathy Chandhok
VP – Marketing
Cathy.Chandhok@infogain.com
(408) 355-6028

Infogain Helps Largest US Terminal with a Customized Mobile Solution

Business and Technical Challenges in Mobile Solution Implementation

The client’s goal was to help its customers (truck drivers) save valuable time when commuting and obtaining port terminal information. The current process was slow and ponderous, often leading to gate congestion and additional gate transaction time at the port upon arrival. Other challenges included:

  • Contacting the terminal via their desktop computer or by telephone was slow, inconvenient and time consuming.
  • Lacked a fast and efficient way to access terminal information including port info, scheduling appointments, terminal gate activities, container pickup availability, booking information, vessel schedules, and more.

After evaluating several options the client engaged the Infogain team to provide an mobile solution or mobile application for the desktop and all mobile devices including smart phones, laptops and tablets.

Mobile Application Implementation for a Leading British Retailer

Business Challenges in Mobile Application Implementation

After establishing a successful online and in‐store presence, the client planned to enter into the mobile space with an IT services partner. The client was looking for implementation of a mobile application that would enhance customer retention, loyalty, and convenience.

The client required a strategic partner that would implement and integrate the mobile applications and ensure that the new solution is completed on time and with zero defects. After reviewing Infogain’s innovative approach and expertise in mobile applications, the client decided to select Infogain for the mobile application implementation.

Infogain’s Solution

Infogain has an established methodology for the implementation of mobile applications. The solution proposed by Infogain included:

  • A comprehensive customer‐centric mobile solution enabling the customer to browse by product and trend, match a selected pair of shoes with a chosen outfit, share with friends, and purchase.
  • Implemented promotions, e‐receipts, customer profiling and buying history
  • Capability of saving up to 20 shoes in favorites and Shoes on Me functionality
  • Provided in depth analysis tool for sales data, customer profiling, marketing,
    forecasting and business intelligence by linking the API’s to the CRM system

Infogain’s solution featured full mobile application implementation delivered by Infogain’s Noida development center.

Infogain’s solution increases the efficiency and resilience of leading mobile solutions

Background

The client is a global leader in providing mobile solutions through its mobile commerce platform to a wide array of customers worldwide. This innovative platform enables mobile phone users to access a host of commerce related services and provides the ability to make remote payments securely with the convenience of their mobile handsets. The mobile commerce system allows
each registered user to create a virtual payment account or “mobile wallet”. The system’s various access mediums – including USSD, SMS, STK and Web – enable customers to utilize the services provided through various telecom companies.

Business and Technical Challenges

The client had established a mobile commerce system that enabled the use of mobile phones for various services where a virtual amount could be used. The lack of a dedicated testing team to look for bugs and implement fixes as situations arose caused havoc in the development timelines, with developers often being pulled of tasks midstream to perform user acceptance testing (UAT).
This, plus tight timelines that made it difficult for the client to complete comprehensive testing prior to sending code to customers, impacted customer experience.

To increase customer satisfaction and improve product quality, the client needed to meet the following objectives before successfully implementing the platform:

  • Decrease in percentage of bugs
  • Ensure modules would be delivered in a timely manner for UAT
  • Fix production issues
  • Implement proper monitoring of the product