Image 1: The Telegram Bot interface provides the operators with the flexibility to respond to service requests at any time and any place.

Automation of B2C service aggregation.


The challenge for the client was the manual collection and dispatch of service requests. This process relied on human operators using basic software tools like spreadsheets and SMS. To maintain a competitive edge and reduce errors, the client sought an efficient and cost-effective way to automate this process. A crucial aspect was the need for a swift and low cost implementation.


Develop a Telegram bot that could automate the dispatch of service requests to the most suitable workmen/women. This intelligent dispatching was enabled by a back-end data driven system. This system considered various factors, including the worker's location, workload, commission, and reliability. Additionally, the back-end system automatically generated the necessary paperwork for invoicing upon completion of the service request.

In summary, we aimed to streamline and optimize the entire service request process, improving efficiency and reducing costs.

Some of the software technologies used in this project

The Solution

A data driven back-end used various resources to verify the operator data in real-time. A telegram bot provided the simple front end interface to operators and workers.

As an added bonus the Telegram Bot could be upgrade and rolled out within minutes rather than the slow and expensive app upgrade cycle. This fits well with our agile software development processes.

    Key benefits

  • #1

    Improved operator response:

    The input automation process was made much more efficient. Making the operators job easier and also providing better customer service.
  • #2

    Error checking:

    For example, by using location data from both Google Map and Here WeGo we were able to streamline and error proof the data input process. See Image 1 above.
  • #3

    Automated invoice processing:

    Fully automated invoice generation resulted in huge time savings.
  • #4


    This was not included in the original project specification, however the collection of high resolution data in the back-end allowed analytics to provide insights on the most profitable regions, job-types and workers.
  • #5


    The Telegram bot interface allows the operators far more freedom. They no longer need to be sitting that their desks with a PC when processing incoming service requests.