Case study Consumer Services Platform
Eight agents, two phones each, and no single inbox
A consumer services business ran customer enquiries manually across several WhatsApp numbers, with eight agents working two devices apiece. Every time they won an exclusive project they had to provision new numbers and tools. The operational complexity was growing faster than the revenue behind it.
Services AI workflow engineering & platform build
Category Conversational AI & operations dashboard
Client Consumer Services Platform
Stack n8n · OpenAI Assistants · Next.js · Supabase · Serverless functions
Consumer Services Platform
The problem
The channel strategy had become the bottleneck.
Multiple numbers, multiple devices, no shared history, and no way to tell how fast anyone was actually replying.
✓Enquiries spread across several WhatsApp numbers ✓Agents juggling two devices each to cover them ✓New projects requiring new numbers and new tooling ✓No conversation history in one place ✓No visibility into response times or chat duration ✓Routine questions consuming senior agent time
What it was costing
✓Response times set by whoever happened to see the message ✓Customers repeating themselves between agents ✓Every new project adding operational overhead ✓No data to manage the team with
Our approach
One inbox, with AI in front of it
We consolidated every channel into a single platform and put an AI layer ahead of the queue, so routine enquiries resolve without an agent and the team only sees what needs a human.
✓Consolidated all WhatsApp numbers into one dashboard ✓AI chatbots handling routine enquiries autonomously ✓Escalation to a human with the full conversation attached ✓Knowledge base that keeps improving the bot responses ✓Performance analytics: first response time and chat duration ✓Full conversation history against every customer
Core capabilities
What it does now
Eight agents on one screen, with the repetitive half of the work handled before they see it.
✓Single inbox across every number and channel ✓Autonomous handling of routine enquiries ✓Human escalation with context, not a cold hand-off ✓Response-time and duration analytics per agent ✓Searchable conversation history ✓New projects onboarded without new devices