Automating WhatsApp Order Management with AI Agents

Overview

Helppo is a Colombian producer and distributor of pulps, sauces, chunks, and syrups, serving restaurants and food service clients across the country. They were struggling with an entirely manual WhatsApp ordering process that couldn't scale with growing demand. Oversai developed HelppoBot, an AI Agent that automated the complete order management process, achieving 70% automation of orders via WhatsApp.

The Challenge

Helppo faced significant operational challenges in managing orders via WhatsApp:

• •Frequent order-taking errors due to manual data entry.
• •Repetitive confirmations wasting advisors' time on redundant information.
• •Fragmented customer data with no centralized tracking system.
• •Limited scalability as manual processes couldn't keep pace with order volumes.

The Solution

Oversai developed HelppoBot, an AI Agent that automated the complete order management process:

• •Intelligent order validation confirming product, format, quantity, and contact details in real-time.
• •Customer recognition distinguishing between new and returning customers with personalized flows.
• •Centralized database consolidating all customer and contact information.
• •Smart escalation transferring complex cases to human advisors when needed.

Impact & Results

The implementation of HelppoBot delivered transformative improvements:

• •Dramatic reduction in order-taking errors improving accuracy and eliminating costly corrections.
• •Significant time savings allowing advisors to focus on high-value interactions.
• •24/7 automated order processing with faster response times.
• •20% increase in overall CSAT.
• •Scalable infrastructure handling growing volumes without proportional staff increases.

Looking Forward

Building on HelppoBot's success, Helppo is positioned to expand AI capabilities across additional customer service touchpoints. The centralized customer data foundation enables opportunities for predictive ordering insights, enhanced personalization, and advanced analytics to optimize inventory and identify business trends.