From the first question to a resolved case
A customer asks on WhatsApp. The bot answers what it can, an agent takes over with the full story and an AI summary, and anything that needs follow-up becomes a Case with an owner and an SLA.
- Shown with
- Loyalty programme
- Insurance
- Also fits
- Retail
- Beauty & wellness
- Clinics
- Property
- Telecoms
- Shared service centres
Four steps, one customer record
Sample: HarbourPlace Rewards, a fictional mall loyalty programme.
-
01 Customer self-service
The bot answers with the customer's own data
Menus, FAQ and knowledge-base answers sit next to record lookups, so customers get their own balance, bookings or vouchers. One tap hands over to a person.
In the demo Mei checks her 12,480 points and two vouchers, then taps 轉人工. Last 7 days: 75% of chats fully self-served.
-
02 Customer service
An agent takes over with the full story
The agent sees the whole thread, an AI summary of what the customer wants, the profile and the activity timeline. No re-asking.
In the demo Mei asks to swap two parking vouchers. The agent sees she is Gold and offers a goodwill dining voucher.
-
03 Customer service
A problem becomes owned work
When something goes wrong, the chat becomes a Case with an owner, a priority, routing and an SLA target. The conversation and related records stay on it.
In the demo A failed redemption becomes CASE-5521 and is resolved in 37 minutes against a 4-hour SLA.
-
04 Every team
Everything lands on one record
Contact fields, custom objects, every conversation across channels and the resolved case sit on one page with an AI summary on top.
In the demo Mei's page shows tier, points, vouchers, redemptions, her WhatsApp chats and CASE-5521.
A claim enquiry, with the AI assistant at the agent's side
A policyholder sends a hospital invoice on WhatsApp. Beside the chat, the AI assistant summarises it, finds past claims and the documents still missing, and drafts a Case for the agent to check. When the chat closes, a workflow writes an AI summary to the Case and sends it to the claims system.
Sample: Northwind Insurance, a fictional insurer.
