WhatsApp support automation
Enterprise client, name withheldBusiness systems
- Custom WhatsApp Business API integration
- Intent recognition on incoming messages, so common questions are recognised without keywords
- Automated retrieval from the client's internal databases to answer with live data
- Handoff to a person for anything the bot is not sure about
- Typical response time
- <2 s
- Provisional
- Availability
- 24/7
- Provisional
- Reduction in support cost
- 60%
- Provisional
Provisional figures are being re-checked with the client.
Thousands of customer queries were being handled by hand over WhatsApp, slowly and inconsistently, with answers that lived in internal databases the support team had to look up one at a time.
The situation
Support ran on WhatsApp because that is where the customers were. Every query was read by a person, looked up in an internal system, and answered by hand. Volume grew faster than the team.
What we built
An integration with the WhatsApp Business API that reads each incoming message, classifies its intent, and answers from the client's own data. Order status, account details and the most common questions are handled without a person. Anything outside the bot's confidence is handed to a human with the context already attached.
What changed
Answers arrive in seconds instead of hours, at any time of day. The support team handles the conversations that need judgement.
Next case
Google Maps data extraction
Research firm, name withheldData
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