Use case · Financial services
Member support on WhatsApp, 24 hours a day
A SACCO serves members who prefer WhatsApp to calling a branch.
The challenge
What holds organisations back.
- Long queues for simple balance questions
- Support only during office hours
- No record of member conversations
The solution · Assist
WhatsApp service desk with AI.
Customers and staff get instant answers on WhatsApp, with smooth hand-off to your team.
Habari, has my order 4471 left the warehouse?09:20
Yes. Order 4471 left Nairobi at 09:12 and arrives in Nakuru tomorrow before noon.09:20
Asante! Can I pay the balance by M-Pesa?09:21
How it works
The architecture.
- 1Customers message on WhatsApp
Webhooks · HTTPS - 2The assistant drafts a grounded reply
Prompt + context - 3Relevant answers are retrieved
Semantic search - 4Live balances and status looked up
Scoped API token - 5Complex cases become tickets
Rules + sentiment - 6An agent takes over with full history
Web console
WhatsApp
OpenAI
Microsoft Azure
Python
KubernetesHow we deliver
Our lifecycle, step by step.
- Understand
Identify the most common member questions
- Design
Build a secure assistant with verified answers
- Develop
Connect balances and loan status safely
- Review & test
Test security and hand-off before launch
- Deploy & manage
Go-live with hypercare, then 24×7 support and monthly reviews.
What changes
The target outcomes.
24×7answers for common questions
Fasthand-off to a person when needed
Everyconversation logged and searchable
Target outcomes for this scenario. Actual results depend on each organisation's volumes and systems.
