Friendly assistant that simplifies shopping and connects to human support via WhatsApp: the Orla case
Orla set up an assistant with a sales consultant and human customer support to improve e-commerce support.
Purpose and outcome: Improved customer support with efficient automated assistance and the option for prompt human support when needed, providing a better shopping experience.
How Orla structured this operation on WhatsApp.
Orla is a Brazilian online store that sells products and uses the WPPMarketing platform for its e-commerce. It provides friendly, consultative automated support to answer questions and assist customers during purchase, with an option to transfer to human support in specific cases.
The assistant acts as a sales consultant, answering questions and helping users navigate the e-commerce site. When the customer requests human support, expresses dissatisfaction, asks for a special negotiation, or poses questions that require internal review, the system transfers the conversation to an agent via WhatsApp. Triggers are configured for this transfer, email notifications, and sending summaries of the conversations.
The strategy of AI for sales 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, personalized customer service in an e‑commerce environment by combining automation with human support for cases that require greater attention. Implement a virtual assistant with a sales consultant for questions and assistance, and a human support module via WhatsApp triggered by specific events, with notifications and ticket control.
How the flow of AI for sales 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 defining clear triggers for escalation to human support
Friendly, consultative tone value to enhance the customer experience
Benefits of integration with popular channels like WhatsApp
Need for notifications and summaries for monitoring and tracking support/services
Monitor assistant performance and adjust triggers and responses to further optimize the customer experience and support efficiency.
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.