SaaS development for an AI-based Customer Service Platform
Developed the frontend for Blinkin's Canvas product—an AI-powered video call platform featuring annotation, chat, and file sharing. Additionally, executed multiple POCs for Blinkin’s clients, incorporating AI-based solutions and custom solutions for large enterprises.
About BlinkIn
BlinkIn, a forward-thinking startup based in Germany, delivers augmented reality (AR) and artificial intelligence (AI)-driven solutions for remote customer support. Their platform empowers users with visual assistance and troubleshooting capabilities via AR annotations on live video calls, significantly reducing operational costs and enhancing customer experience.
Since its inception in 2017, BlinkIn has gained substantial traction across diverse industries such as consumer electronics, healthcare, and manufacturing, providing real-time remote support and self-service tools. Backed by several investors like the European Innovation Council Fund and TechFounders, BlinkIn secured $2.45 million in grant funding in October 2022, fueling its further development and expansion.
During the COVID-19 pandemic, BlinkIn's technology was instrumental in guiding remote installations and repairs at Wuhan hospitals, ensuring uninterrupted operations without deploying physical teams on-site.
Technology Stack
Services Provided
- •Figma to UI Development
- •SaaS Frontend Development
- •Rapid Prototype Development
- •Team Management and Mentoring
- •Software Development Cycle Improvement
About Project
BlinkIn’s Canvas product was experiencing significant traction but required performance enhancements beyond its MVP status. The objective was to redevelop the platform frontend using a superior code structure and the latest technologies to deliver heightened feature performance for video calls, chat, etc.
Another key requirement was to rapidly develop POCs for Blinkin’s enterprise customers, focusing on AI-based custom solutions. Approved POCs would then evolve into full-fledged custom apps for clients.
The Approach
With an existing customer base reliant on the running app, the challenge was to ensure a seamless transition to a new, optimized platform. Initial efforts centered around understanding user interactions and migrating features incrementally to the revamped app using a custom WebRTC solution for chat and video calls.
Development of POCs required diverse approaches, varying from AI models to rapid prototyping libraries like Framework 7 for creating PWAs that emulate an app experience on the web. Successful POCs were then developed into custom apps tailored for enterprise clients.
My Delivery Process
Project Setup and Auto-Labeling Emails
Initial setup included a detailed briefing with the CTO to understand project nuances. The objective was to auto-label new emails based on booking IDs extracted from email subjects.
Data Extraction from the Email Body
The diverse content and language of the emails made data extraction complex, addressed using an LLM-based approach.
Third-Party Payment Integration
Creating a custom payment page involved adding functionalities to both the app frontend and the admin panel, using Ayden as the payment gateway.
Results
Secured Funding
Helped secure €2.5 million in funding through the success of the product.
Enhanced User Experience
Streamlined remote technical support, enhancing user experience.
Scalable Solution
Developed a scalable solution to support future growth.
Generated More Revenue
Rapid development of POCs for enterprise clients, leading more revenue for company