WhatsApp assistant focused on inquiries and efficient human support: the Aura Design Bijou case
Aura implemented an assistant on WhatsApp to answer questions and route to human support when necessary, improving the customer experience.
Purpose and outcome: Improved customer experience with fast, clear responses and human support triggered at the right moments, ensuring greater satisfaction without inventing specific metrics.
How Aura Design Bijou structured this operation on WhatsApp.
Aura is an Argentine online store that sells jewelry via an e-commerce platform integrated with WhatsApp Marketing. Automate customer service on WhatsApp to answer frequent questions and ensure transfer to human agents in cases requiring special review or negotiation.
The assistant operates on WhatsApp with a professional, direct tone, answering only inquiries. Transfer to human support occurs when the customer requests it, shows dissatisfaction, asks for special negotiation, or asks questions that require internal review. The assistant also interprets images, audio, and links sent by the customer.
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.
Ensure efficient, professional support for e‑commerce customers by answering common questions and correctly identifying when to escalate to human agents without overburdening the team. Assistant setup with a professional tone, specific handoff rules, use of media interpretation to better understand inquiries, and integration with WPPMarketing for support management.
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 escalation to human support
Professional and direct tone value for the e-commerce audience
Usefulness of the media interpretation feature to enrich support
Integration with specialized platform simplifies support management
Monitor assistant performance to fine-tune transfer rules and explore new 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.