AI Customer Operations Platform

As the community grew, customer support became increasingly difficult to scale.

A team of 20 support agents managed thousands of conversations through a single WhatsApp channel, creating longer response times and rising operational costs with every new customer.

The goal was not simply to add a chatbot. The challenge was building an AI support system capable of resolving conversations independently while understanding when human expertise was required.

• An AI support agent that handles first-line conversations through WhatsApp, verifies customer information, understands context, and resolves common support requests autonomously.
• Intelligent escalation workflows that automatically route complex conversations to human agents after unsuccessful AI attempts, including complete conversation history for seamless handoff.
• A unified agent workspace combining live chat, customer management, order and membership tracking, broadcasts, funnels, and renewal management.
• A performance analytics layer measuring AI effectiveness through Bot Resolution Percentage (BRP), Adjusted BRP, response time, resolution time, and customer feedback.

By automating repetitive support workflows and optimizing human involvement for complex cases, the platform significantly reduced operational workload while creating a support system that scales with business growth.