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Customer Success at Verizon

Planning

The planning phase for the Verizon PlusPlay web application involved several key steps:

  • Requirements Gathering: The team identified core functionalities, such as subscription management, content search, and discovery. They defined user personas and their needs.

  • Technology Stack Selection: They chose technologies that aligned with the project goals: ReactJS for the front-end, Scala Play Framework for APIs, Python's OpenCV for credits detection, ElasticSearch and MongoDB for retrieval, and Cassandra with a custom LLM for augmented generation.

  • Architecture Design: The team designed a scalable, cloud-native architecture that supported high availability and performance. They ensured the system could handle large volumes of data and user requests.

Implementation

  • Front-End Development: Developers used ReactJS to build a responsive and intuitive user interface. They implemented features for subscription management and content discovery.

  • API Development: They developed APIs using Scala Play Framework to handle data requests and interactions between the front-end and back-end. They ensured APIs were secure and efficient.

  • Search and Recommendation Engine: The team implemented the retrieval component using ElasticSearch and MongoDB to index and search content. They used Python's OpenCV for credits detection to enhance content metadata. They developed the augmented generation component with Cassandra and a custom LLM to provide personalized recommendations.

  • Integration: They integrated all components to ensure seamless communication and functionality. They tested integrations thoroughly to identify and resolve issues.

Maintenance

  • Monitoring: The team continuously monitored the application's performance, including response times, uptime, and user interactions. They used monitoring tools to detect and address issues proactively.

  • Updates: They regularly updated the application to incorporate new features, security patches, and performance improvements. They ensured compatibility with the latest technologies.

  • User Support: They provided ongoing support to users, addressing their queries and feedback. They implemented a feedback loop to continuously improve the application based on user input.

Security Considerations

  • Data Protection: The team implemented robust data encryption and secure storage practices to protect user data.

  • Access Control: They used role-based access control to limit access to sensitive data and functionalities.

  • Regular Audits: They conducted regular security audits to identify and mitigate vulnerabilities. They used automated tools to enhance security measures.