2023
Digital Concierge
Agency Client Project
Tech Stack
Description
Our agency's client, a property management call centre, wanted to develop a new product offering: a digital concierge service to replace in-person receptionists at managed buildings. I was tasked with building the MVP as the sole developer.
I developed a Next.js application enabling real-time video calls between building visitors and remote agents. The system supported distinct dashboards for each user role: visitors could initiate calls from a welcome screen, agents could manage incoming calls with real-time visibility and full audio/video controls, call centre staff could monitor activity system-wide, and property managers could customize welcome screens for their locations. Built with Twilio for video conferencing and a custom Node.js WebSocket server to synchronize call states across all connected agents.
As agentic AI technology advanced, the product evolved into an AI-powered virtual assistant platform, which I continue to contribute to as part of the development team.
What I built
- Developed a Next.js application with role-based dashboards for visitors, agents, call centre staff, and property managers
- Set up Directus as the database and authentication system
- Built a custom Node.js WebSocket server with Socket.IO to synchronize call states across all connected agent dashboards in real-time
- Integrated Twilio's video SDK for one-to-one conference calls with camera/microphone controls and connection management
- Implemented real-time event handling so incoming calls appeared consistently across agents, with live countdown timers, accept/reject functionality, and instant queue updates
- Initially prototyped with React and Firebase, then rebuilt the entire codebase with Next.js and Directus for a more scalable architecture