Automatic service with commercial suggestions and intelligent routing
Tentami Spa implemented a WhatsPlaid assistant for automated service, suggesting products and directing to human when necessary.
Objective and result: Assistant configured for automatic service with commercial behavior, generating efficient support and proper routing for human support via WhatsApp according to defined rules.
How Tentami Spa structured this operation on WhatsApp.
Tentami Spa is a Chilean online store specializing in board games, Pokémon and Star Wars cards, 3D puzzles, and manga, offering online sales with nationwide delivery and benefits such as free shipping in the Metropolitan Region for purchases above a certain amount. Automate customer service, suggest products in a commercial and persuasive manner, and ensure efficient human support in specific cases.
The assistant operates via WhatsApp with a dedicated number, responds to frequent doubts, suggests products when relevant, and has rules to route to human support when the customer requests, shows dissatisfaction, asks for a special negotiation, or asks questions that require internal analysis. The chat can be paused, and the team receives notifications and summaries via email.
The strategy of Automated atendimento applied to the company's goal.
See how challenge, setup, and resources connect to transform conversations into a customer service, sales, marketing, or support operation.
Efficiently serve customers of an e-commerce specialized in various niches, maintaining quality in service and promoting sales, as well as ensuring human support when necessary without offering phone contact, only via messages. Implementation of the WhatsPlaid assistant configured for automatic WhatsApp support, with clear rules for human routing, product suggestions integrated into the dialogue, email notifications, and summaries of interactions sent to the support team.
How the flow of Automated atendimento works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team come into the journey.
Next steps of this operation.
Importance of clear rules for human derivation
Value of maintaining a commercial tone aligned with the audience
Efficiency of the WhatsApp channel for e-commerce customer service
Benefit of sending notifications and summaries for monitoring
Monitor assistant performance, adjust product suggestions based on feedback, and explore future integrations to expand functionalities.
Want to structure a similar operation on WhatsApp?
Use this case as a reference to combine AI agents, company data, automations, and human control according to your operation's goal.