It’s 3 AM. Somewhere, a customer vents their frustration over a missed refund. In some another city, another customer is stuck mid-transaction as your fintech app experiences an outage. Meanwhile, a celebrity tweet about your brand has just gone viral, and suddenly, thousands are talking.
For most platforms, this is the perfect recipe for chaos.
For Locobuzz, it’s just another day.
Because, while the world scrolls, complains, and celebrates, Locobuzz is, always, quietly orchestrating billions of customer experience operations in the background – 55 billion data points every year to be precise. Unseen. Uninterrupted.
This is how we engineered the impossible: A platform that doesn’t break, even when the internet does. Our tech stack is fully equipped to tackle every curve ball thrown at us – ensuring the platform is up-and-running with same speed, efficiency, and scale!
What It Takes to Keep the World Talking (Without a Pause)
Every hour, Locobuzz’s platform is in action, quietly powering seamless customer experience across industries. We process, on average, every hour:
~50k
brand mentions
~4k
customer tickets
~2.7k
ticket resolutions
1.2k
automated responses
And over the course of a month:
75%
reduction in manual effort with the help of Gen AI
3.7
crore+
mentions tracked and analyzed
3.4
Crore+
user comments processed
28
Lacs+
successfull tickets resolved
It doesn’t matter if it’s festival season, a product recall, or a crisis in real-time. These numbers stay consistent because our systems never slow down.
We’ve built it to endure, scale, deliver, & recover before anyone notices.
Platform Uptime Isn’t an Option for Us, It’s the Expectation.
Today’s consumer is impatient but loyal, distracted but outspoken. That’s a volatile mix. If a brand doesn’t respond quickly, the sentiment shifts. If the systems crash during peak hours, trust takes a permanent hit.
So, for us, zero downtime isn’t just a number to hit. It’s about enabling brands to show up for their customers – consistently, clearly, and in real-time. That promise requires a sophisticated, multi-layered engineering system humming beneath the surface.
The Technology Stack That Powers an Unstoppable Platform
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Our platform may look effortless to the end user, but under the hood, it’s a carefully tuned machine built for non-stop performance. Here’s how we stay resilient, fast, and ready – no matter what traffic spike or crisis comes our way:
High Availability Architecture
With over 400 databases running within SQL Server AlwaysOn Availability Groups, our platform has built-in failover capabilities. If any node encounters a problem, another takes over without delay. There is no single point of failure, and there never will be.
Kafka-Driven
Real-Time Ingestion
Information flows in from every direction: social platforms, chatbots, web feedback, and third-party reviews. With Kafka at the heart of our ingestion pipeline, every event is captured and queued for action—in real time.
Thread Management to Prevent Bottlenecks
We implemented the T-3459 configuration on our secondary servers to eliminate thread starvation. This ensures peak load handling without a dip in performance. When volume spikes, our system doesn’t stall. It expands.
Redis Caching for Instant Responses
Some data points are queried hundreds of times. Redis allows us to respond without hitting the database every time, reducing latency and accelerating user interactions.
Constant Query Optimization
Performance isn’t a one-time achievement. Our engineering teams continuously audit, tune, and rework stored procedures. We remove Row-By-Agonizing-Row (RBAR) logic, monitor logical reads, and streamline execution paths.
Blazing Fast Search Capability
Our Full-Text Search engine ensures that users can instantly find mentions, keywords, and tags across millions of records. CONTAINS and FREETEXT queries return results before your finger leaves the enter key.
Constant Query Optimization
Performance isn’t a one-time achievement. Our engineering teams continuously audit, tune, and rework stored procedures. We remove Row-By-Agonizing-Row (RBAR) logic, monitor logical reads, and streamline execution paths.
Blazing Fast Search Capability
Our Full-Text Search engine ensures that users can instantly find mentions, keywords, and tags across millions of records. CONTAINS and FREETEXT queries return results before your finger leaves the enter key.
Bulk Insert Operations to Handle Data Load
We don’t trickle data in. We batch it, process it through staging tables, and minimize overhead using optimized bulk operations. It’s faster, leaner, and more sustainable under pressure.
Adaptive Schema Design
Our table structures evolve with the business. We proactively redesign schema, apply archive strategies, and ensure indexing is tailored to real workloads. This keeps data fast-moving and manageable.
Self-Healing Application Layer
If a part of our app stumbles, it’s diagnosed and recovered automatically. Load balancers reroute traffic, IIS recycles intelligently, and health checks run silently in the background to ensure continuity.
Critical Alerts Sent Directly to Engineers
Our alert system isn’t just email-based. We use Telegram for immediate, attention-grabbing alerts that skip inbox clutter and reach the people who can act - fast.
What This Means for Brands in the Real World
Imagine a product launch that goes unexpectedly viral. Thousands of mentions start flooding in. Your social listening dashboard detects the spike. A sentiment shift begins. A few users share product glitches. Panic? Not on our watch.
Our platform recognizes the pattern, assigns severity, alerts key teams, and pushes templated responses to triage the situation. Meanwhile, your human agents step in with empathy and precision.
The result? A situation that could have gone south turns into a moment of brand strength. Because, behind the scenes, Locobuzz made sure the experience stayed stable, smart, and supportive.
AI at Work, But Always With a Human Touch
Our goal is always to leverage Gen AI to connect brands with their customers and keep #ShapingExperiences, one interaction at a time. Our system is just built that way!
Over 27,000 AI-generated, trained, & customized replies go out from Locobuzz every month. If the replies were generic, then the numbers would be even higher. 27,000 replies aren’t robotic scripts, they’re trained on historical data, brand tone, contextual signals, and real-time urgency.
At the same time, over 1.3 million tickets are resolved monthly – many of them via direct agent interaction supported by our omnichannel dashboards.
This hybrid approach ensures that speed never comes at the cost of empathy.
Built on a Culture of Reliability
Our obsession with uptime is woven into our engineering ecosystem.
How do we ensure we never waiver from our commitment?
- Weekly audits of slow-performing procedures
- Chaos testing to simulate failures before they happen
- Continuous deployment with rollback strategies
- Real-world recovery drills between dev, ops, and support teams
At Locobuzz, we understand that customer experience is only as good as the infrastructure it runs on. If your systems falter when you’re needed the most, the conversation is already lost.
Zero downtime & delivering at scale is a way of being for us. We thrive on it and work towards.
Because, in the end, it’s all about how we help you respond to customers faster, see crises coming, and turn every mention into momentum.
