Customer Support Automation
Your whole support operation, in Bangla, on every channel the customer actually uses, reading your systems and never inventing an answer.
The pattern is the same at every large Bangladeshi service operator. A web form asks the customer to pick their own service centre from a list they have never seen, no expected date, a reference number they have to type back into another website to learn anything. Most people skip all of it and call. A large share of that call volume is one question: what is happening with my request. This service captures the request conversationally, works out the nearest centre from the customer's location, checks warranty or coverage against your own rules, writes the ticket into your service management system and pushes updates rather than waiting to be asked. The same brain answers whether the customer wrote from WhatsApp, Messenger or the website, and when a person is needed the agent gets a screen that is already filled in.
Every part of the pipeline, handled.
Every channel answered by the same brain: voice, WhatsApp, web chat, Messenger, SMS and email
Ticket intake in conversation: product, location, symptom, preferred slot
Automatic routing to the nearest service centre or correct back-office team
Warranty, policy or coverage status answered from your existing records and rules
Proactive status updates pushed to the customer, which removes the repeat enquiry
Spare part availability and indicative charge stated before the visit where that applies
Repeat complaints escalated automatically instead of reopening at the back of the queue
Human handover with the ticket, customer and history already on the agent screen
Append-only audit log, enforced at the database rather than in application code
The status call disappears, because the customer was told before they had to ask.
You should be looking at this if you are:
Banks and insurance companies handling disputes, claims and policy enquiries across voice and chat
Appliance and electronics manufacturers with a national service network
Hospital and diagnostic chains where booking and report enquiries run on phone lines
Telco and utility operators whose failures do not pause for the hotline to open
From intake to live, four steps.
We map where the contacts actually come from and what share is status checking, centre locating and after-hours.
Read and write against your service management system, CRM and centre master.
One product line or one region, with a measured before-and-after.
Widen by product line, then by channel.
The three we hear most.
We already have a CRM for service. Does this replace it?
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No. Your CRM stays the system of record. This service is how customers reach it without a phone queue.
What happens to the cases it cannot handle?
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They go to your agents with the customer, product, history and what was already understood on screen before the conversation arrives.
Can it run on your WhatsApp Business API?
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Yes. The engine is channel-independent, so adding a channel later needs no rework.