Automated customer service with sales suggestions and intelligent routing: the Tentami Spa case
Tentami Spa implemented the Whatsplaid assistant for automated customer service, suggesting products and routing to a human agent when necessary.
Purpose and outcome: Assistant configured for automated commercial interactions, providing efficient support and appropriate routing to human assistance 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 specified amount. Automate customer service, suggest products in a commercial and persuasive manner, and ensure efficient human support for specific cases.
The assistant operates via WhatsApp with a dedicated number, answers frequently asked questions, suggests products when relevant, and has rules to escalate to human support when the customer requests it, expresses dissatisfaction, asks for special negotiation, or poses questions that require internal review. The chat can be paused and the team receives notifications and summaries by e-mail.
The strategy of Customer service automation 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.
Efficiently serve customers of an e-commerce specialized in diverse niches, maintaining service quality and driving sales, while ensuring human support when necessary without offering telephone contact, only via messages. Implementation of the Whatsplaid assistant configured for automated support via WhatsApp, with clear rules for human escalation, in-dialogue product suggestions, email notifications and sending interaction summaries to the support team.
How the flow of Customer service automation 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 human derivation
Value of maintaining a commercial tone aligned with the audience
Effectiveness of the WhatsApp channel for e-commerce customer service
Benefit of sending notifications and summaries for follow-up
Monitor assistant performance, adjust product recommendations based on feedback, and explore future integrations to expand functionality.
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.