Design Customer Support Chat Routing · System Design Interview

Design Customer Support Chat RoutingDesign the system that puts a customer asking for help into a live conversation with an agent who can take it.What it has to do

A customer opens a chat and is given an agent who is online and has room

An agent handles several conversations at once, up to their limit

A conversation waiting too long, or one whose agent disappears, is reassigned

Scale

Agents online at peak: 40,000

Chats started per day: 4 million

Out of scope

The knowledge base and automated answers

Ticketing after the chat ends

Agent scheduling and payroll

Voice support

Practise this challengeAll system design challenges

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