Retail WhatsApp Agent — UAE Retailer
Project Overview
A fast-growing UAE retailer needed 24/7 support on WhatsApp without adding headcount. Response times averaged 3–5 minutes and ticket volume was rising with peak-time spikes. We were asked to deflect common FAQs, surface real-time order status, and streamline returns—while handing edge cases to human agents seamlessly.
We built a production WhatsApp agent integrated with the retailer’s order & returns APIs, knowledge base, and CRM. The agent answers in brand tone, supports Arabic and English, and escalates to the support team with full conversation history when needed.
Process & Challenge
We prioritized a 10‑day pilot with a narrow, high‑impact scope and production‑grade reliability.
- Integrated WhatsApp Business API and verified sender; set up rate limits and fallbacks.
- Connected order lookup, returns & store inventory via secure, parameterized APIs.
- Built intent detection + FAQ deflection backed by a curated knowledge base.
- Designed escalation flows to human agents with transcripts in the helpdesk.
- Added monitoring: latency/error metrics and structured logs with request IDs.
We shipped with staged traffic ramp‑up, multi‑lingual prompts, and guardrails for edge cases.
Summary
Within two weeks of go‑live the agent deflected 50%+ of FAQs, doubled reply speed, and improved CSAT by 18%. The team regained focus for complex tickets, and leadership got clear visibility on response time, containment, and cost per conversation.
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