A support desk that answers both channels
Zawadi Retail
An online retailer answering the same questions all day on the website and on WhatsApp. We put AI Desk in front of both channels, with clean handoff to a shared inbox when a conversation needs a person.
Zawadi's support team spent most of the day answering the same questions — where is my order, how do I return this, what is your delivery policy. The questions came in on the website and on WhatsApp, and a reply could take hours because a person had to get to it.
We put AI Desk in front of both channels. It answers from Zawadi's own knowledge base, so the answers match the business's actual policies, and hands off to the human team through a shared inbox the moment a conversation needs a person.
Most routine enquiries now resolve without anyone on the team touching them, and the ones that do reach a person arrive with the full context. Response times dropped from hours to seconds on the routine side, and the team is free to work the cases that matter.