Fixago
www.fixago.vn
Overview
An on-demand home repair and technician dispatch marketplace in Vietnam. Solves traditional friction where homeowners had to physically visit repair shops for leaking pipes, air conditioning, and electrical issues. Built with 'Fixie', a 24/7 multilingual AI customer service assistant that maintains 99% availability, supports >1,000 concurrent requests, communicates across 10 languages, and extracts bookings deterministically without hallucinations.
24/7 Multilingual AI Assistant (10 Supported Languages)
To serve both local homeowners and the growing expatriate community in Vietnam, Fixie communicates natively in 10 languages:
Technologies & Concepts
Project Analysis
🔴 Problem
The friction of physical repair sourcing: In Vietnam, when a water pipe bursts, an air conditioner stops cooling during a 38°C heatwave, or electrical switches short-circuit, homeowners typically have to drive out to find physical street-corner repair shops or rely on word-of-mouth recommendations.
Opaque pricing & lack of warranty: Independent repair technicians rarely provide itemized quotes before opening appliances, leading to price haggling, surprise charges, and zero guarantees once the repairman walks away.
The 8-hour human administrator bottleneck: Traditional customer service desks operate exclusively during business hours (8 hours a day). However, household plumbing and electrical failures frequently happen late in the evening, early in the morning, or during holiday weekends when human coordinators are unreachable.
Language barriers for international residents: Vietnam hosts a substantial expatriate and international tourist population. When non-Vietnamese speakers face utility breakdowns, communicating technical issues like refrigerant leaks or circuit breaker trips over standard phone calls is nearly impossible.
⚪ Baseline
Traditional repair dispatch flow:
- Customers had to physically search for independent neighborhood repair shacks or make multiple phone calls.
- Customer service hotline active only ~8 hours per day (e.g., 8:00 AM to 5:00 PM), with zero coverage at night or on holidays.
- No centralized dispatch software, leading to mismatched technician skill sets and long waiting times (often next-day or later).
- Customer support restricted solely to Vietnamese, excluding non-native residents.
- Pricing decided arbitrarily on-site without standard catalog verification.
🔵 Change
On-Demand Booking Marketplace: I built Fixago as an on-demand repair platform where users choose their service category (Air Conditioner repair/cleaning, Plumbing, Electrical, Appliances), enter their home address and preferred time slot, and have an accredited technician dispatched directly to their doorstep with transparent upfront pricing and warranty coverage (7–90 days).
Fixie — 24/7 Multilingual AI Booking Assistant:To solve the 8-hour administrator limit, I designed and integrated "Fixie", an intelligent assistant operating round the clock:
- 24/7 Availability & 99% Uptime: Architected to handle inbound requests at any hour without queue fatigue, ensuring that late-night pipe bursts get booked immediately for first-slot morning or emergency dispatch.
- High Concurrency (>1,000 concurrent requests): Decoupled the conversational ingestion layer so the assistant can converse with more than 1,000 users simultaneously during city-wide weather events (such as sudden heatwaves causing surges in AC servicing demand).
- 10-Language Native Support: Configured native multilingual understanding covering Vietnamese, English, Français, 中文, Deutsch, Italiano, Español, 日本語, 한국어, and Русский. Expatriates can describe plumbing issues in German, French, or Japanese, and the system correctly maps their request.
- Deterministic Zero-Hallucination Extraction: Rather than letting an LLM generate unconstrained text confirmations, I implemented a strict JSON schema function-calling protocol:
- • Strict schema enforcement for (service_type, address, district, preferred_time, phone)
- • Regex validation against Vietnamese telecom prefixes and city/district address trees
- • Explicit user confirmation prompt before writing any booking into the dispatch database
🟣 Measurement
Evaluation context: Measured across real conversational booking dialogues and simulated stress loads.
Key areas evaluated:
- Availability & Concurrency: Tested conversational API availability maintaining 99%+ uptime under concurrent traffic spikes exceeding 1,000 simulated client connections.
- Multilingual intent accuracy: Tested intent classification across all 10 supported languages for core repair categories (refrigerant leak, drain blockage, circuit tripping).
- Data extraction precision: Evaluated whether the schema parser correctly rejected invalid phone formats or incomplete addresses rather than hallucinating booking confirmation IDs.
🟢 Result
Frictionless home repair booking: Customers no longer need to wander the neighborhood looking for technicians. Selecting a service, reviewing fixed tariff rates, and scheduling a technician takes under 2 minutes.
24/7 uninterrupted intake: By delegating tier-1 booking and customer triage to Fixie, customer inquiries received after 6:00 PM or during holidays are processed instantly without waiting for the next working day.
Seamless international customer experience: Foreign residents in Vietnam can book household repairs comfortably in their native language without translation misunderstandings.
Platform Interface & AI Assistant Showcase
Fixago On-Demand Marketplace & Transparent Booking Flow
The Fixago responsive web platform highlighting fast booking steps (Select service → Doorstep technician → Complete repair → 7–90 days warranty), transparent pricing, and direct service categorization for AC, electrical, and plumbing.
Fixie 24/7 Multilingual AI Assistant (10 Languages Support)
The Fixie conversational AI widget presenting 10 supported languages (Vietnamese, English, Français, 中文, Deutsch, Italiano, Español, 日本語, 한국어, Русский). Operates 24/7 with 99% uptime and zero-hallucination structured booking extraction.
🟡 Lesson
Never trust generative output for operational logistics: When building Fixie, I quickly realized that an LLM can sound completely confident while making up an invalid phone number or guessing a street name that does not exist in Ho Chi Minh City or Da Nang. Enforcing deterministic schema extraction with strict validation layers before database writes was critical.
Language support is about terminology, not just translation:Translating "pipe leaking" literally can produce formal terms rarely used by homeowners or foreign residents describing their immediate crisis. Crafting domain-specific multilingual terminology dictionaries significantly improved intent recognition accuracy.
AI handles coverage; human technicians deliver trust: The AI solved the late-night availability and concurrency bottleneck, but customer trust ultimately depends on the technician arriving on time with the right spare parts. Pairing AI booking with immediate SMS verification created a much more reliable service loop.