Case study, Customer Service
AI WhatsApp Chatbot for Customer Support
A WhatsApp chatbot that answers common questions, books appointments and hands complex chats to a human, so customers get replies at any hour.
- Client
- Consumer services business
- Industry
- Customer Service
- Services
- Ai development, Crm
- Built with
- Python, FastAPI, PostgreSQL, WhatsApp Business API
What changed
- 24/7
- Instant replies on WhatsApp
- Booked
- Appointments made inside the chat
- Hand-off
- Complex chats passed to staff
The challenge
The business received hundreds of WhatsApp messages a day, most of them the same questions about prices, timings and bookings. Staff spent hours replying, and messages sent after office hours waited until the next morning.
Our approach
We listed the questions customers actually ask by reviewing past conversations, and decided which ones a bot should answer and which always need a person.
The solution
The chatbot replies instantly on the official WhatsApp Business number. It answers questions from the business's own information, shares prices and locations, and books appointments into the calendar.
When a question is complex or a customer asks for a person, the chat is handed to a staff member in a shared inbox with the full conversation history.
How we built it
The bot uses the WhatsApp Business API and a language model limited to the business's approved information, with a FastAPI backend and PostgreSQL. Staff can update answers without code, and every conversation can be reviewed.
Technology
- Python
- FastAPI
- PostgreSQL
- WhatsApp Business API
- LLM
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