AI Customer Support
AI-powered customer service platform for a food distribution company
Impact
From 12-hour response times to under 2 minutes
The challenge
The company received thousands of inquiries per month via WhatsApp: orders, product questions, changes, complaints. They had no customer service team — everything was handled by the admin staff, who spent their days responding manually, copying information between systems, and losing orders in the chaos of conversations. Customers had to wait hours for simple answers.
Admin staff spending hours answering the same questions over and over
Orders getting lost between WhatsApp messages
Customers waiting 12 hours just to ask about a product
Growth would force them to hire a dedicated customer service team
Our approach
The solution wasn't hiring a customer service team — it was automating the repetitive work. We built a system where AI handles routine inquiries, and the admin team only steps in for exceptional cases.
Mapping real conversations
We analyzed 3 months of WhatsApp chats. 80% were inquiries that followed clear patterns: stock availability, pricing, order status.
Architecture with Make.com and OpenAI
Make.com orchestrates the entire flow: receives messages, queries the database, generates responses with an AI language model, and escalates to humans when necessary.
Integration with existing systems
We connected the platform with their inventory, CRM, and order management system. The AI has access to real-time data to respond accurately.
What we built
An AI platform that intercepts all WhatsApp messages, understands the customer's intent, queries the necessary systems, and responds instantly. If it detects something it can't resolve, it escalates to the admin team with all the context already prepared.
Context-aware AI
This isn't a bot with predefined responses. Our LLM understands natural language, maintains conversation context, and responds like a human would.
Automated order management
Customers place orders directly via WhatsApp. The AI captures products, quantities, and company details, then generates the order in the system.
Smart escalation
When something requires human judgment, the AI escalates to the admin team with a case summary and all relevant information already organized.
Monitoring dashboard
The admin team sees all active conversations, can intervene at any time, and monitors metrics in real time.
The impact
85% of inquiries are now resolved automatically in under 2 minutes. The admin team was freed from the customer service burden and could refocus on their actual work. The company avoided having to hire a dedicated support team, and can now grow without it becoming a bottleneck.
"We were about to have to hire people just to handle WhatsApp. With AI, our admin team can focus on their work and customers are better served than ever."
Head of Administration
Have a similar challenge?
Tell us what problem you want to solve. We'll tell you how we can help.