4clients in three countries with AI agents that handle WhatsApp and voice.
AI agents that handle WhatsApp and voice for a container terminal, an online store, B2B sales and parking, in Colombia, Argentina and Costa Rica.
- Clients
- TCBUEN (APM Terminals) · Chic Denim · YouMarket · Epark
- Industries
- Logistics and ports · Retail, commerce and services
- Countries
- Colombia · Argentina · Costa Rica
- Services
- AI agents
- Channels
- WhatsApp and voice
Clients
4
clients with agents in production
Countries
3
Colombia, Argentina and Costa Rica
Channels
2
WhatsApp for all four; voice at TCBUEN
Fig. 01 — WhatsApp service for a port
01The client
Four operations that serve their customers on WhatsApp and voice.
TCBUEN, APM Terminals' container terminal in Buenaventura, serves customers on WhatsApp and voice. Chic Denim, which runs customer service for its online store in Argentina; YouMarket, which qualifies B2B leads in Argentina; and Epark, which serves parking customers in Costa Rica, do it on WhatsApp.
02The challenge
Much of customer service repeats itself.
At a port, an online store, in B2B sales or at a parking lot, many conversations ask for the same thing. Answering them one by one ties up the team on work that clear rules can handle.
03What we built
How the process connects.
Each agent works within the business's rules and hands a person anything it shouldn't resolve alone.
Tap each piece to see what we built there.
WhatsApp or voice · Conversation
Conversation
The customer writes on WhatsApp or calls, on the channel they already use.
WhatsApp and voice
AutomaticTap each piece to see what we built there.
The customer writes on WhatsApp or calls, on the channel they already use.
WhatsApp and voice
AutomaticThe agent understands what the person needs and answers with the business's information.
With each business's information
With AIWhat the agent can answer, what it can't, and when it hands over to a person. Defined with each client's team.
Rules defined with the team
AutomaticDepending on the business, the agent answers questions or qualifies leads.
Within the rules
With AIAnything the agent shouldn't resolve alone goes to a person on the team.
A person takes over
A person approves
Fig. 02 — Map of a WhatsApp and voice agent
Four agents in production
- 01
TCBUEN · APM Terminals
Customer service for APM Terminals' container terminal in Buenaventura.
Colombia
- 02
Chic Denim
Customer service for its online store.
Argentina
- 03
YouMarket
B2B lead qualification.
Argentina
- 04
Epark
Customer service for parking.
Costa Rica
04How it works
One conversation, from question to answer.
The agent resolves what the rules allow. Everything else goes to a person.
- 01Message or callThe customer writes on WhatsApp or calls.Automatic
- 02UnderstandThe agent works out what they need.With AI
- 03ResolveIt answers or qualifies leads, within the rules defined with the team.With AI
- 04Hand overIf the conversation goes beyond the rules, it goes to a person on the team.A person approves
05Results
Four clients in three countries, serving customers on WhatsApp and voice.
Clients
4
clients with agents in production
Countries
3
Colombia, Argentina and Costa Rica
Industries
2
logistics and ports; retail, commerce and services
Before
Without the agent, every repeated question is answered by someone on the team, one at a time.
After
The agent answers the repeated questions and hands a person anything it shouldn't resolve alone.
06Time and team
Four clients in Colombia, Argentina and Costa Rica.
07Technology
- Voice
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