We used Twilio, which is the product that’s programmed to offer the call center. The team, three programmers and a tester, worked on Twilio so that passengers could self-manage their trip requests.
In addition, the flows for each situation are identified with the client by professionals, and then they’re built, tested, and sent to production. In this way, the automated call center increases its functionality and can also be deployed for new clients.
(Cross) QA Technical Expert.
In this role, I support the tester so that they can be more efficient and improve their skills. I also track their progress and work towards identifying new processes capable of being automated.