Capability
Agents that resolve. Not deflect.
WhatsApp, voice (IVR), and in-app conversational agents that actually close the loop — check balances, file tickets, place orders, schedule appointments. Swahili and English. Escalates to humans with context when it should, not when it panics.
Architecture
Tools, not just talk.
What changes
Customer support, before and after.
Before
Bot in name only.
- FAQ trees that don't match how customers actually ask.
- Every non-trivial query becomes a handoff.
- "Please call back during business hours" as a customer experience.
- Swahili speakers routed to English agents, or vice versa.
- No visibility into what people are asking or failing to get.
After
Agents that resolve the request.
- Understands EN + SW including code-switching.
- Can check balance, place order, update KYC, raise a ticket — actually.
- Hands off to a human with transcript + intent, not from zero.
- 24/7 availability. Faster than waiting on hold.
- Weekly analytics show what's working, what's failing, what's new.
Typical stack
Proven, not exotic.
Twilio
WhatsApp Cloud API
Africa's Talking
LangGraph
OpenAI
Anthropic
Deepgram
ElevenLabs
Zendesk
Intercom
Postgres
Plausible
How we deliver this
The same capability, three ways.
In an Audit
Conversation mining
We sample real customer conversations, cluster the top 20 intents, measure current deflection / resolution, and recommend which intents are ready for automation and which aren't.
In an Integration
One channel, live
WhatsApp or web agent covering 6–10 top intents with tool calls into your real systems. CSAT + escalation flow. 8–12 weeks.
In a Transformation
Omnichannel agent platform
Web + WhatsApp + voice IVR sharing the same agent logic. Authenticated actions. Multi-language. Human handoff console redesigned around AI context.
In production
One request, resolved.
chat.ops — WhatsApp agent · +254 7••• ••• 284
Hi, I want to report a missing delivery
Pole sana. I can help with that. Is this about order #ORD-28194 placed on Tuesday?
Yes
The courier shows as "delivered" at 14:22. A ticket has been opened (#T-9918) and I've requested CCTV review from the gate. Expect an update within 4 business hours. Would you like an SMS when it's resolved?
Ndio please
✓ SMS enabled on this number. Anything else?
Intent: delivery_missing · resolved · CSAT pending · handled without human · 43s
Next step
Try it on your top three intents.
Share a sample of past conversations. We'll build a working agent against your three most common requests — and show you the CSAT curve before we go further.