At an internet service provider (ISP) or cable TV operator, almost everything that comes in on WhatsApp is the same five or six questions, and an AI agent can answer them 24 hours a day with the company's actual information. What isn't worth automating is anything that changes the relationship with the customer or touches their money: cancellations, changes of account holder, discount promises, and arranging a technician visit. The usual five or six are how much they owe, what channel something is on, whether service reaches an address, what time the office closes, and “I have no signal.”
What the AI agent answers on its own
- Balance inquiries, with the account holder verified first: before saying how much an account owes, the agent asks for the name and ID number and checks them against the subscriber list.
- Channel lineup: which number each channel is on, by name or by category.
- Coverage area, plans, and office hours, using the information the company provided.
- First steps of technical support, walking the subscriber through what they can try at home.
- Today's notices: if an outage is scheduled in an area, it's entered once, and the agent takes it into account in every conversation from then on.
What always goes to a person
- Cancellations and retention. The agent doesn't argue or try to change anyone's mind: it hands the conversation to your team, and the case is logged with the reason so someone can call the customer in time.
- Changes of account holder, and any request that needs paperwork.
- Discounts, special plans, and anything that's a business decision.
- Arranging a technician visit. The ticket is logged with everything that was already tried, but the company schedules the visit.
What your company needs to provide
- The information that today lives in the head of whoever handles customer service: plans, channel lineup, coverage areas, hours, payment methods, and the answers to the most common questions.
- The subscriber list. If your billing system can export it every day, the agent answers with up-to-date data; if the list stops being updated, the agent says it can't confirm the balance instead of making one up.
- A company WhatsApp number on Meta's official WhatsApp Business Platform. It can be a new number or the one you already use.
How your team sees it
- Every conversation shows up live in a web panel. Anyone on the team can take over a chat whenever they want, and while a person is handling it, the agent doesn't step in.
- The panel also builds the day's work queues: who threatened to cancel and why, whose issue was left unresolved, and who promised to pay.
Questions
Do I have to change my number?
Not necessarily. You can use a new number or the one you already have, connected to Meta's official WhatsApp Business Platform, with the account in your company's name.
What happens if the agent doesn't know something?
It's built not to guess. It hands the subscriber off to your team, and the conversation stays in the panel for someone to take over.
How long does it take to get up and running?
For the companies that started using it most recently, 2 to 5 days from the decision to going live.
Tell us how you handle customer service today and we'll work out together how it would look at your company. A person answers, not a bot.
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