Developed Pipelines
The project featured an Automated Customer Service system that efficiently managed customer FAQs, product inquiries, payment confirmations, and support requests using natural language interactions. Dynamic response templates were implemented to handle varied customer inputs smoothly and professionally. A Delivery Integration component was also developed, allowing customers to receive real-time updates about their orders, shipping status, and delivery confirmations directly via WhatsApp. This was made possible by integrating the chatbot with backend delivery systems to ensure instant access to accurate information.
To enhance customer experience, a Human Handover System was designed to detect when queries required complex human intervention. The system gracefully transitioned conversations to a live agent within WhatsApp, preserving the full context and history of the chat. In addition, a Monitoring and Analytics dashboard was built on the backend to track chatbot performance, identify drop-off points in conversations, and monitor handover cases—enabling continuous refinement of the system.
