Case Study
Event-Driven Customer Engagement Chat Application
Summary
Built a resilient chatbot that improved customer engagement while handling unpredictable demand.
Impact
Reduced time-to-value by ~35% (first completed story) and improved completion rate by ~28% (draft -> publish) on customer story creation.
Challenge
The system had to support unpredictable usage spikes while preserving response quality and low latency.
Architecture
Event-driven workflow using serverless functions, queue-backed task processing, and a messaging integration with Twilio.
Key Decisions
Integrated with 3rd party APIs for direct Twilio communication and Azure Functions for scalable compute, while implementing robust retry and fallback logic to handle external service variability.
Scale Considerations
Designed for bursty traffic with horizontal scaling and lightweight caching for high-frequency prompts.
Last updated: February 14, 2026