AI & Automation
One unified chatbot handling WhatsApp, Facebook, and Instagram support and complaint triage — with response time down 70%.
The Problem
OmniRetail's support agents were managing customer inquiries across WhatsApp, Facebook, and Instagram as three separate, manually-staffed channels. Nothing about a customer's history on one channel carried over to another.
Complaint volume was rising with the brand's growth, and there was no structured way to see which issues were recurring versus one-off.
What We Built
A unified custom chatbot system deployed across all three channels, sharing one customer context regardless of where the conversation started.
Routine inquiries and complaint tickets are triaged automatically; anything that needs a human is handed off with full conversation history attached, plus categorized analytics on complaint types feeding back to the product team.
The Result
Response time across all three channels cut by 70%.
The product team now gets structured, real-time visibility into recurring complaint patterns instead of anecdotal reports.
Omnichannel AI Chatbots
“Centralized Support Across WhatsApp & Social Media with Deep Complaint Analytics”
Managing customer inquiries across WhatsApp, Facebook, and Instagram was a nightmare for our support agents. The unified chatbot system now handles routine inquiries and complaint tickets across all three channels automatically — response time is down 70%, and it gives our product team instant operational clarity.
Related
One conversation is enough to find out what’s automatable.
