AtendeFácil: Estendendo uma plataforma de videoconferências para funcionar também como um Serviço de Atendimento ao Consumidor

Abstract

This technical report describes the design, implementation, and validation process of the AtendeF´ acil feature, integrated into the backend of the PBMeet videoconferencing platform. The main objective was to add a Customer Service (SAC) solution that al lows customer support via videoconference, enhancing the platform’s range of uses. The implementation included a well-documented REST API, supported by a real-time com munication system using websocket. The functionality was manually tested, focusing on the operations of creating, tracking, and completing customer service requests. The re sults confirm the successful integration of AtendeF´acil into PBMeet, ensuring an efficient and well-structured solution for managing customer service. Suggestions for future work include adding new features such as a metrics system and a dashboard for service history tracking.