This self-regulating commercial retail client is one of the largest retailers providing a confident digital shopping experience to their online customers. While the customers have the options to engage with the online team of the client through the platforms like e-mail, Facebook and even phone; the client was aware that it could still manage to enhance the customer base by lifting them to skilled product experts who could elaborate more on pricing, shipping and technical questions in real-time. The client started looking for a live chat solution to their website for transforming the leads to potential customers. The client was more determined for quick optimization of chat initiative avoiding a large time and resource investment alongside deploying a system to assist the customer in real time and minimizing their waiting time period.