WhatsApp + Einstein AI

Customer Overview

A leading UAE e-service provider specializing in digital solutions like government services, visa applications, and business setup. As demand grew, they struggled to manage customer inquiries, especially via WhatsApp, their clients' preferred channel. They sought an AI-powered solution to streamline interactions, improve response times, and offer personalized service.

Problem Statement

• High Volume of Inquiries : Daily queries about government procedures and visa statuses, primarily through WhatsApp.
• Delayed Response Times : Slow responses during peak hours due to the inquiry volume.
• Lack of Personalization : Agents couldn't efficiently deliver personalized responses without manual data checks.
• Repetitive Queries : Routine inquiries overwhelmed agents, reducing productivity.

Solution Implemented

The company partnered with WatBox to integrate Salesforce, WhatsApp, and Einstein AI into their customer service system.

• Salesforce Integration : Daily queries about government procedures and visa statuses, primarily through WhatsApp.
• WhatsApp Integration : Slow responses during peak hours due to the inquiry volume.
• Einstein AI Automation : Agents couldn't efficiently deliver personalized responses without manual data checks.
• AI-Powered Personalization : Routine inquiries overwhelmed agents, reducing productivity.