The situation
- Customers asked repeat questions about product availability, delivery, returns and order status.
- Messages arrived throughout the day, but the team could not always respond immediately.
- Support conversations lacked consistent tagging, making it hard to review common issues.
Kairox solution
Kairox designed the automation around one clear principle: the AI employee should handle routine intake and organization, while the human team keeps control of judgment, relationship-building and sensitive decisions.
- Built a WhatsApp AI support flow for product FAQs, delivery information, return-policy guidance and order issue intake.
- Captured customer details, order reference, issue type and preferred resolution.
- Routed complex or sensitive complaints to a human support person.
- Created weekly summaries of repeated questions and unresolved cases.
Workflow overview
WhatsApp messageAI identifies intentFAQ or intakeSupport ticketHuman handover
Outcome areas
Faster FAQ responseCustomers received immediate answers to approved repeat questions.
More complete support ticketsHuman staff received issue details before responding.
Better issue visibilityCommon support categories became visible to management.
Improved after-hours handlingCustomers could submit structured requests outside office hours.
“The AI helped us understand what customers were asking again and again, not just reply faster.”
What made the workflow effective
The workflow was practical because it focused on a repeated operational bottleneck. The AI did not try to replace human judgment. It collected information, reduced delay, organized records and made handover easier.
KPIs to measure
- FAQ resolution
- Ticket completeness
- Handover rate
- Repeated issue categories