Problème
No automation on the WhatsApp channel meant every message required manual reading and response. Order confirmations, delivery status requests, and standard product queries all consumed the same human attention as complex issues.
Solution
Built an AI agent on the WhatsApp Business API that classifies incoming messages, handles routine confirmations and status queries automatically, and escalates non-standard requests to the right person with full context.
Technologie
WhatsApp Business API (Cloud), OpenAI GPT-4o, LangChain agent framework, webhook integration with ERP, message classification pipeline, Python FastAPI, Redis for session state