DeWu Customer Service Hotline: Architecture, Features, and Technical Implementation
DeWu’s new 400‑number customer service hotline augments its IM chat with a call‑handling console, using the Helly SDK, module‑federated components, finance‑data iframes, and IVR verification that cuts average call time by 12.5 seconds, while a state store improves performance, delivering 6.2 % of traffic as verified calls and paving the way for an upgraded telephony SDK, expanded self‑service IVR, more data panels, and configurable routing rules.
DeWu launched a dedicated customer service hotline to complement its IM chat, enabling agents to resolve user issues by phone, create tickets, and reduce chat workload.
The hotline provides inbound 400‑number calls, status switching (idle, busy, break, meeting), a call‑handling console, and call‑action buttons such as hold, resume, transfer, consult, survey, and hang‑up.
Technical evolution :
Ticket‑driven origin : Integrated the third‑party Helly SDK. The SDK listens for ring events via _softphonebar_evtRing , broadcasts them through hollyglobal.ringEvent , and processes them in handleRingEvent .
Module federation : Replaced iframe‑embedded ticket pages with remote components, reducing load time and improving performance.
Finance integration : Added iframe tabs for consignment and loan queries, passing the user ID as a parameter to display relevant data.
IVR verification : Introduced voice‑based identity verification, cutting average call duration by 12.5 s and accounting for 6.2% of total calls.
Cache & watch challenges : Migrated transient state to a centralized store keyed by call ID, saved/loaded state on list switches, and consolidated excessive watchers to improve performance.
Project outcomes : After IVR rollout, verification calls represented 6.2% of traffic, and each verified call saved roughly 12.5 seconds compared with manual verification.
Future roadmap includes upgrading the Helly SDK or building an in‑house telephony SDK, expanding IVR self‑service, adding more data panels (user, order, consignment) to the console, and implementing configurable routing rules for better resource allocation.
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