Efficient automated customer service for questions and support via WhatsApp: the Tambaqui Na Brasa case
Tambaqui Na Brasa has implemented a digital assistant for automated support focused on inquiries via WhatsApp, with escalation to human agents when needed.
Purpose and outcome: Efficient automated support that answers questions quickly, improves the customer experience, and keeps human support available for cases that require special attention.
How Tambaqui on the Grill structured this operation on WhatsApp.
Tambaqui Na Brasa is a Brazilian restaurant specializing in fish dishes that sought to optimize customer service via WhatsApp by providing quick and accurate answers to frequent questions while maintaining a professional and direct tone. Automate support to answer customers’ common questions, reducing the need for human intervention and speeding up assistance.
The assistant has been configured to operate on WhatsApp, interpreting images, audio files and links sent by customers, and responding to inquiries in a professional and direct manner. The system escalates to human support when the customer requests it, expresses dissatisfaction, asks for special negotiation, or asks questions that require internal review.
The strategy of Multimodal AI 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 that answers common questions and correctly identifies when human assistance is needed, without sacrificing speed. Configure the assistant with a professional, direct tone, enable the feature to interpret media sent via WhatsApp, and clearly define escalation rules for human support, including triggers for dissatisfaction and specific requests.
How the flow of Multimodal AI 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 handoff to human support
Professional and direct tone value for the restaurant segment
Benefits of interpreting media for better understanding of requests
Need for continuous monitoring for adjustments and improvements
Monitor the assistant’s performance for fine-tuning, consider integrating with internal systems to broaden the scope of responses, and explore new features to increase automation.
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.