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Text, Inc. / LiveChat, Inc.

8+ years building AI-powered customer service products — from LiveChat to Text, serving 35,000+ brands worldwide.

Client AI & Automation Real-time Communication Customer Service
Text, Inc. / LiveChat, Inc. product screenshot

The Partnership

Since 2018, Bitcraft has been working with Text, Inc. (formerly LiveChat, Inc.) under a B2B contract — initially as an embedded engineer, growing into an engineering management role overseeing multiple teams.

This 8+ year continuous engagement is one of Bitcraft’s longest-standing partnerships, demonstrating sustained value delivery across multiple product evolutions and organizational growth.

Role Evolution

The engagement started as a single embedded engineer within the product engineering team and evolved into an Engineering Manager position:

  • Early career: Team Manager / Team Leader for a single product team
  • Current: Engineering Manager overseeing other EMs across Web & Desktop, Platform Backend, and Design System teams

Products

LiveChat

The engagement started with LiveChat — a leading customer service platform that enables businesses to communicate with their customers in real time. LiveChat serves thousands of businesses worldwide, handling millions of conversations.

Text

Currently, the focus is on Text — an AI-first customer service platform where great service drives sales. Text has evolved beyond traditional live chat into a comprehensive AI-powered ecosystem serving 35,000+ brands:

  • AI Agents — specialized, industry-specific AI customer support agents for ecommerce, SaaS, finance, healthcare, and more
  • AI Live Chat — real-time conversations enhanced with AI reply suggestions, text refinement, and smart handoff between AI and human agents
  • AI Help Desk — automated ticket resolution with AI-powered summaries, language detection, and intelligent routing

The platform turns customer support from a cost center into a revenue driver — with results like 89% case resolution through automation and measurable sales uplift for clients.

Engagement Model

  • Type: B2B contract — embedded engineer → engineering manager
  • Duration: 8+ consecutive years (2018 – present)
  • Domain: AI-powered customer service, real-time communication
  • Approach: Deep integration within the client’s engineering organization, growing from IC contribution to managing multiple engineering teams