24/7 support with smart suggestions and human handoff: Alura’s case
Alura uses the Whatsplaid assistant for 24/7 support, to suggest shaping shorts and firming bras, and to escalate to a human according to the rules.
Purpose and outcome: 24/7 automated service that enhances the customer experience, with human support available when needed, facilitating sales and support for Alura.
How Alura structured this operation on WhatsApp.
Alura is an Argentine company that sells shaping shorts and firming bras via Nuvemshop, with guaranteed stock for these products and a 2-for-1 promotion with free nationwide shipping. Provide 24-hour automated support, suggest relevant products, and ensure transfer to human support in situations that require further assessment or when the customer is dissatisfied.
The assistant operates in a professional, direct tone, suggests products when appropriate, informs about payment methods and promotions, and transfers to human support via WhatsApp when the customer requests it, expresses dissatisfaction, asks for a special negotiation, or poses questions that require internal review.
The strategy of Human support applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Ensure efficient, continuous support for e-commerce customers with diverse needs, maintaining quality and personalization even in automated service. Configure the Whatsplaid assistant with human support enabled, specific transfer rules, a professional tone, product suggestions, and important information about payments and promotions.
How the flow of Human support works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
Importance of clear rules for transfer to human
24-hour support fee for e-commerce
Effectiveness of automatic product suggestions for increasing engagement
Need for transparent communication about payment methods and promotions
Evaluate customer feedback to improve automated responses, expand integration with other platforms, and explore new assistant personalization features.
Want to set up a similar operation on your company's WhatsApp Business?
Use this use case as a reference to combine AI agents, company data, automations, and human oversight according to your operation's goals.