Telecommunications
Scaling WhatsApp sales without scaling the team
We moved an operation running around 6,000 conversations a month onto a conversational architecture with AI, opportunity recovery, and an internal team that runs it themselves.
2×
the conversation volume, without doubling the team
The challenge
The digital operation was already established: automations, decision trees, human agents, and integrations with internal systems. The problem was the ceiling. Growing meant hiring proportionally, conversations that did not close were lost without follow-up, and every new channel demanded another platform.
How it was approached
- 01
Diagnosis of the existing journey
Working sessions with the team to map the real operation: what automation resolves, where a person steps in, and at which point opportunities go cold.
- 02
One conversational architecture
Conversational AI, journeys, inbox, customer profiles, and API integrations — OTP, KYC, CRM — inside a single ecosystem rather than one platform per channel.
- 03
Opportunity recovery
Automated journeys that pick up conversations which never completed the commercial process, with customer context and history intact.
- 04
Knowledge transfer
A training programme so the internal team builds and evolves its own bots, journeys, and integrations without depending on a third party for every change.
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