Smart WhatsApp Chatbot System

Client: E-Commerce Retailer (US)

Problem

The customer support team was overwhelmed by high-volume WhatsApp inquiries, with manual handling causing slow and inconsistent responses. Traditional chatbots provided generic answers lacking company-specific knowledge, frustrating customers and driving up escalations. The support system couldn't scale to meet 24/7 demand or maintain a consistent brand voice, leading to long wait times and increased operational costs.

Solution

Built an AI-powered WhatsApp chatbot using ChatGPT, trained on company-specific data with conversation history tracking. The system featured intelligent routing through Make.com workflows and Amazon Lambda serverless architecture, enabling context-aware responses and smart escalation to human agents when needed.

Results

  • Deployed in 6 weeks with company data training

  • Automated responses to routine inquiries 24/7

  • Maintained conversation context across interactions

  • Intelligent escalation for complex issues

  • Reduced support team workload and response times

  • Consistent, brand-aligned customer communications

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