Technical support is one of the departments that benefits most from AI automation on WhatsApp. 60-70% of support tickets are repetitive queries that an AI agent can resolve in seconds, freeing your technicians for complex problems.
What does it resolve automatically?
Level 0: Guided self-service
- «My WiFi isn’t working» → Step-by-step diagnostic guide
- «I can’t access my account» → Identity verification and password reset
- «The app keeps crashing» → Update or reinstallation instructions
Level 1: Diagnosis and resolution
- Real-time service status check
- Remote problem diagnosis based on questions
- Sending multimedia instructions (video, screenshots, PDFs)
- Ticket creation with all pre-collected information
Intelligent escalation
- If the problem isn’t resolved at level 0-1, creates a ticket for a human technician
- The ticket includes: problem description, steps already attempted, customer data, attached screenshots
- Routing to the technician based on specialty, area, and availability
Knowledge base integration
The agent draws from your internal knowledge base (Confluence, Notion, custom documentation) and finds the most relevant solution for each query. When a new article is added to the knowledge base, the agent automatically incorporates it.
Mass incident management
When an incident affects multiple customers (service outage, known bug), the agent proactively notifies all affected customers via WhatsApp, preventing the avalanche of tickets and calls.
Metrics
- -60% level 1 tickets resolved automatically
- Resolution time: 90 seconds vs 24-hour average for email tickets
- +40% user satisfaction with WhatsApp support
- -50% workload for the technical team
What type of business is it for?
SaaS, telecommunications, technical services, utilities, hardware manufacturers, and any company with a significant volume of repetitive technical queries.