MULTI SOCIAL PLATFORM CHAT

Project Title

MULTI SOCIAL PLATFORM CHAT

Project Area of Specialization Software EngineeringProject Summary

The multi-social platform is like a hybrid chat developed using CISCO to integrate Facebook, WhatsApp, and Twitter through Middleware that allows customer service of different companies on a large scale. They have to deal with their customers from different platforms, so this app helps them manage and respond to all their users from a single app.

This platform can be used on any enterprise-level such as customer services in Banks where users contact them through different social platforms. Using this web application many companies can manage their customer’s support from a single platform

Project Objectives

1. To Develop Backend and Middleware using Express, a framework for Node, Mongoose, a framework for MongoDB, a Non-Relational Database, and Socket.io.
2. To integrate Web-Hooks with the middleware.
   • Connect Dialog-flow with the middleware.
   • Connect Facebook web-hook with the middleware.
   • Connect Twitter webhook with the middleware.
   • Connect WhatsApp and Messages web-hook using Twilio with the middleware.
   • Connect custom Webchat with the middleware.
3. To create a Frontend User interface using React, HTML, CSS, JS, Redux, and Socket.io.
4.  To connect/integrate Frontend with the Backend middleware.

Project Implementation Method

This platform helps a company handle its customers from different platforms till now, we planned to include Facebook, WhatsApp, SMS, Twitter, and Webchat. As most of the companies are using Cisco's contact center, we deployed our product on Cisco Finesse UCCX. The company has one platform to deal with all types of customers even if they are from various social platforms. Firstly, Connect Facebook and Twitter API with dialog flow through middleware and after that, the customer will be connected to the agent on Cisco UCCX. The method for WhatsApp is similar, but we used a third-party app Twilio to connect WhatsApp with middleware. We also developed a separate web chat application and connected it with middleware as a communication medium.

Benefits of the Project

Facilitate the customer service of different companies on a large scale where they have to deal with their customers from different platforms, so this app will help them to manage and respond to all of their customers from a single app.

When organizations are managing different application platforms, different teams are to be assigned to handle requests, which will lead to excessive cost expenditure. With the help of this app, it becomes easier to handle a single platform using one team rather than several teams working on different platforms.

Technical Details of Final Deliverable

• It can be used at an enterprise level such as customer service in Banks where people contact them from different social platforms, and the company can manage all their customers from a single platform.
• The system developed consists of two main applications, namely our web application and middleware application. The web application is used as an interface for the user. The middleware acts as a connector to connect the web application with Twitter API, and Facebook API. 
• Connecting Facebook and Twitter API with dialog flow through middleware and after that, the customer will be connected to the agent on Cisco UCCX. The method for WhatsApp is similar, but we will use a third-party app Twilio to connect WhatsApp with middleware. We will develop a separate web chat application and connect it with middleware.

Final Deliverable of the Project Software SystemCore Industry ITOther IndustriesCore Technology OthersOther TechnologiesSustainable Development Goals Industry, Innovation and InfrastructureRequired Resources

Item Name	Type	No. of Units	Per Unit Cost (in Rs)	Total (in Rs)
			Total in (Rs)	24000
Solid State Drive	Equipment	4	3500	14000
Printing and Photocopies	Miscellaneous	4	2500	10000