Igmarcoop
← Portfoliocase study
An AI chatbot on WhatsApp that handles the first stage of support
We built an AI-powered chatbot on WhatsApp that absorbs the full first stage of customer support.
WhatsApp
AI chatbot
80% of support volume
Context
The brief
It's not a canned-response bot: it collects the person's data, evaluates credit eligibility and validates uploaded documents. Integrated with the core system, when a human agent joins, the prep work is done.
Challenge
The constraint
Absorb the full first support stage on WhatsApp — no new app or portal — and integrate with the management system so humans only join when the case truly needs it.
deliverables
What we built
Channel
Support on WhatsApp
The bot serves on WhatsApp, with no new app or portal.
Data
Data capture in the conversation
It collects customer data in the same conversation thread.
Credit
Profile evaluation
It evaluates credit eligibility before handing off to an agent.
Documents
Document validation
It validates documents the person uploads in chat.
Integration
Management system
Integrated with the management system: when a human joins, prior work is already done.
outcome
The team stopped spending time collecting data and validating documents and focused on cases that truly need a person.
process
How we did it
WhatsApp conversation
The person starts on the channel they already use; the bot absorbs the first stage friction-free.
Data and documents
The bot captures data and validates uploaded documents in the same thread.
Profile evaluation
It evaluates credit eligibility before involving an agent.
Handoff to the team
When the conversation reaches a person, collection and validation are already done.
80%
Of the support flow resolved before a human gets involved
The value
- An AI chatbot that resolves 80% of support
- The team stops collecting data and validating documents manually
- Human time focuses on cases that truly need a person