Professional, direct automated support via WhatsApp for SaaS: the At.tounesi case
At.tounesi set up an automated assistant on WhatsApp focused on technical questions and support, integrated with WPPMarketing and with clear rules for escalation to human support.
Purpose and outcome: At.tounesi began offering efficient, professional automated customer service via WhatsApp, improving the customer experience and optimizing technical support, with proper routing to human agents when necessary.
How At.tounesi structured this operation on WhatsApp.
At.tounesi is a Jordan-based company that provides SaaS solutions and technical support, using digital channels for customer service. Provide automated support via WhatsApp to clarify technical questions, without making sales, ensuring efficient and professional support.
The assistant is configured to automatically reply to frequently asked questions and technical inquiries in a professional and direct tone. It integrates with WPPMarketing for sending and receiving messages. When the customer requests human assistance, expresses dissatisfaction, asks for a special negotiation, or asks questions that require internal analysis, the system transfers the conversation to a human agent. The assistant also interprets images, audio, and links sent by customers to better understand their requests.
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.
Automatically serve customers with complex technical questions via WhatsApp, ensuring quality and accuracy in responses, and correctly identifying when human support should be engaged. Configuration of a virtual assistant with capabilities to interpret sent media, specific rules for handoff to humans, use of a professional tone, and integration with WPPMarketing for efficient conversation management.
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 escalation to human support
Media interpretation fee for technical support
Need for a professional tone aligned with the SaaS segment
Integration with messaging platforms makes management easier
Assess the possibility of expanding the assistant's knowledge base and integrating new support channels to broaden customer support.
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.