Automate 1.3M+ Service Requests with AI Efficiency

About the Client

The client is a leading manufacturer and supplier of Sanitary Ware products and bathroom fittings. The manufacturing company has a wide range portfolio from water heaters to home decor, modular kitchens, and more.

63 years

Old Company

10k-50k

Global Employee Count

4 Global

Offices

40 Million

Customers

Business Requirements

The client wanted to transfigure the support and ticketing process of their service through WhatsApp.
Since the team had to deal with overwhelming tickets on calls, the support agents found it complex to create tickets, progress resolution and keep track of every customer query.
The manufacturing client is required to strive for a self-assist platform that enables the customers to register for service, configure addresses, and automate the overall service operations.
Since most of their customers are available across the cities, the client wanted the bot to be available in 10 different languages. This is to ensure support service across multilingual regions.

Solution

The Twixor team built a virtual assistant integrating API calls to validate registered and non-registered users on WhatsApp.
The virtual assistant is meant to automate service requests, ticketing operations, and feedback operations. This helps to reduce the burden the agents and support team are experiencing.
The journey was built in a way that enables users to upload invoices to register service requests or by selecting the brand name, and quantity of service orders.
Our Twixor Dev team introduced a Helper converter to update the user-uploaded image (Warranty or Invoices) directly on client API to analyze inputs in their database.
The team developed Rich cards, and deployed journey flows across different languages to make the conversation more efficient and convenient.