Shahid Malla
Full-stack developer & Linux hosting/server expert
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Kanzal Holidays Travel Website and Portal
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MagizAI.com, AI Live-Chat & Support Platform
MagizAI is an AI-powered live-chat and support platform that businesses can add to any website with a single line of code. The goal from the start was to build a production-ready product, not a demo — one that could answer visitor questions using a client's own content, hand off to a human agent when needed, capture leads, and even guide visitors through the page itself.
Challenges and How I Solved Them
Accuracy: Early on, the bot gave vague or off-topic answers. I rebuilt the retrieval pipeline using hybrid keyword and vector search, then rewrote the prompts so the AI answers strictly from the client's knowledge base — and honestly says when it doesn't know something, rather than guessing.
Reliability: Rate limits and dead API keys were breaking replies mid-conversation. I added automatic provider fallback along with streaming buffers, so visitors never see an error, even when the underlying AI provider fails.
Live Handoff : I built a WebSocket-based state machine that lets a real agent take over a conversation instantly, with a timeout mechanism that automatically returns control to the AI if the agent doesn't respond in time.
On-Page Assistant: The AI can guide visitors by moving the cursor and filling out forms on their behalf, always asking for confirmation before taking any sensitive action.
Quality Assurance: I stress-tested the platform with 100+ real-world questions, identifying and fixing weak spots such as repeated greetings and incorrect language detection on ambiguous input. Every change went through an adversarial code review before shipping.
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