Always-on access
Give customers a familiar channel for immediate help with locations, services, charges, offers and application guidance.
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Case study · Conversational customer service
Automating customer service through WhatsApp.
InspyreTek designed an official WhatsApp Business customer-service platform for a leading regional exchange house—combining bilingual chatbot journeys, dynamic backend services, campaign tools, reporting and seamless live-agent handover.
CustomerLeading regional exchange house
EngagementWhatsApp customer-service platform
FocusAutomated conversational support
DeliveryChatbot, integrations and handover
The exchange house wanted to make WhatsApp an official, always-available service channel for product information, general enquiries and personalized transaction support.
The experience needed to answer common questions immediately, retrieve dynamic information from backend applications and transfer complex conversations to an agent with context intact. It also had to support Arabic and English, outbound campaigns, operational reporting and internal HR enquiries.
Dynamic service
Connect journeys to live transaction, rate, complaint and KYC information rather than relying only on static answers.
Controlled handover
Escalate conversations from automation to the appropriate service agent without forcing customers to start again.
The solution
A complete conversational-service stack on official WhatsApp.
The platform combines an approved WhatsApp Business API delivery model with automated journeys, enterprise integration, agent servicing and management visibility.
Official WhatsApp foundation
Established the WhatsApp Business API channel through an authorized delivery model, providing a reliable foundation for customer conversations and approved outbound messaging.
Bilingual chatbot journeys
Designed English and Arabic conversational flows for FAQs, branch information, products, fees, WPS onboarding, mobile-app guidance and current promotions.
Backend-connected services
Connected the chatbot to enterprise services for transaction tracking, rate enquiries, complaints, feedback and KYC updates, including document submission workflows.
Agent, campaign and reporting tools
Enabled contextual live-agent handover, a GUI for approved multimedia campaign templates, and dashboards for incoming and outgoing message activity.
Use-case coverage
One channel for information, transactions and service workflows.
Answers without waiting
Branch locations and timings, products and services, service charges, fees, WPS account opening, app guidance and promotional offers.
Dynamic self-service
Transaction status and tracking, current rate enquiries and personalized information retrieved through backend integrations.
Requests from start to finish
Complaint creation and tracking, customer feedback, KYC information updates and controlled document-upload journeys.
HR help through conversation
HR policy enquiries, request-status checks and secure access to permitted employee documents through guided journeys.
Business value
A faster, smarter and more accessible service experience.
The solution turns WhatsApp into a structured customer-service environment—automating high-volume requests while preserving a clear route to human assistance.
Discuss conversational customer service ↗01Immediate first responseAutomated journeys answer common enquiries at the moment customers need help.
02Always-available self-serviceCustomers can access information and initiate supported workflows beyond branch and contact-centre hours.
03Seamless escalationAgent handover brings human support into the journey when automation is no longer appropriate.
04Consistent bilingual serviceEnglish and Arabic experiences extend access while maintaining common workflows and reporting.
Make every conversation useful
Turn WhatsApp into a connected service channel.
Talk to InspyreTek about conversational AI, customer-service automation, backend integration and agent-assisted journeys.
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