WhatsApp customer-service agent
An AI agent that answers the routine majority of WhatsApp enquiries instantly and hands the rest to staff with full context.
bicaralabs · CUSTOMER SERVICERepresentative of the systems we build.
The problem
A retail group was drowning in WhatsApp messages — stock, price, hours, order status — the same questions all day, answered by staff one at a time, slowly, and never after hours.
What we built
An AI agent that lives on the WhatsApp Business API. It reads each incoming message, answers the routine majority from the product and order data, and — when it can’t, or the customer asks for a person — hands off to a human with the whole conversation attached, so nobody repeats themselves. An agent console gives staff the live queue, response-time metrics, and a one-tap takeover.
The outcome
Instant first replies around the clock, roughly two-thirds of enquiries resolved without a human, and staff freed to handle the conversations that actually need judgement. Deployed on the client’s own infrastructure, with guardrails on what the agent can say and do.