Technology
In high-volume e-commerce, the gap between a "chatbot" and a "support agent" is defined by context and execution. While AI models provide the intelligence, the user experience depends entirely on how that intelligence is delivered to the customer.
AUTHOR
Francisco Velasco
Chief Technology Officer
February 8, 2024 - 3 minutes read
At 25Friday, we partnered with HelloPrint's development team to engineer the critical interface layer of their new support ecosystem. The goal was to move beyond simple ticket routing to full resolution. The results speak for themselves: an 87% reduction in total tickets reaching the Customer Experience (CX) team.
This article explores the architecture behind the solution: a sophisticated frontend integration that unifies best-in-breed vendors. Engaige, TalkJS, and HubSpot into a seamless, single-pane experience for the user.
HelloPrint required a solution that could handle massive customer support volume across multiple digital channels without degrading the user experience.
While powerful tools exist for specific functions, such as AI processing, real-time sockets, and CRM, the challenge lies in the integration.
HelloPrint needed a custom implementation that made these separate components feel like a single, native, and empathetic entity capable of autonomous resolution.
To meet these demands, the engineering team adopted a Composable Architecture. Rather than building a monolithic backend from scratch, the HelloPrint development team orchestrated a best-in-class stack, focusing our engineering efforts on the "glue" that creates a cohesive user journey.
The architecture comprises four key pillars:
Since the heavy lifting of message transport and AI processing was handled/implemented by HelloPrint development team and third-party vendors, 25Friday focused on the critical "last mile": the Client-Side Architecture.
The frontend is a custom React application utilising Zustand for complex state management. It is compiled as a single embeddable widget, designed to be dropped into any of HelloPrint’s web properties.
Key architectural highlights include:
The differentiator in this platform is how the frontend handles the orchestration. When a user asks, "Where is my business card order?", the widget doesn't just display a text reply.
It captures the intent processed by the AI, fetches the relevant metadata, and renders a rich interactive component. This requires a tight coupling between the TalkJS event loop and the custom React components.
This "Zero-Touch" support layer ensures that routine status checks and FAQs are handled autonomously, while the UI remains responsive and fluid. If the AI determines a query is outside its scope, the frontend logic triggers the handover pipeline, ensuring the support team in HubSpot receives the full context immediately.
The impact of this composable approach was immediate. By adopting this architecture and applying custom engineering to the user experience, the platform achieved 84% ticket deflection.
This translates to an 87% reduction in CX tickets, allowing the human team to focus exclusively on high-empathy issues that require genuine human connection.
The success of HelloPrint’s support agent proves that modern software development isn't always about building everything from scratch; it's about how effectively you integrate powerful tools.
By leveraging TalkJS, Engaige, and HubSpot, and binding them together with a robust, type-safe React architecture, it was delivered a platform that is greater than the sum of its parts.
At 25Friday, we are proud to have co-engineered the experience that brings this future to life for HelloPrint.
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