Aftersales · demo with sample data
Housing aftersales, from a WhatsApp report to a signed-off visit
The customer reports through WhatsApp, the warranty is validated, and the visit is scheduled.
What it solves
The problem
Issue reports arrived via WhatsApp through an unreliable bot, follow-up was tracked in spreadsheets, and the warranty was calculated as one fixed year for every type of issue.
What it does
A rules-based bot on WhatsApp identifies the buyer in the ERP, validates the warranty for each issue, receives evidence and books a slot from the supervisor's actual availability. An agent layer summarizes, suggests an issue from the catalog and answers questions using read-only access. A person decides whether to accept a suggestion, deny warranty coverage or enter the reference number in the ERP.
The result
Each report gets a reference number with evidence and an appointment, every case the bot cannot resolve reaches a person with its conversation, and every denied warranty gets a second review before sign-off.
How it looks
Run by the system
It identifies the buyer and home in the ERP, calculates warranty coverage in months by issue type, receives photos and video, offers the supervisor's available slots, creates the reference number with its appointment, sends template-based reminders and notices, passes unresolved matters to a person, summarizes the conversation, suggests an issue from the catalog and answers questions without changing data.
Decided by a person
Which escalated case to take and how to resolve it, whether to accept the issue suggested by AI, which cause to use when closing each issue, whether warranty coverage applies, when a reference number is signed off, what to enter in the ERP and when to turn off the bot or an AI layer.
- From WhatsApp to the appointmentThe buyer leaves the conversation with a reference number, a checked warranty and a scheduled visit.
- Warranty based on rulesMonths by issue type from delivery, instead of one fixed year for everything.
- Nothing is lost during escalationWhat the bot cannot resolve reaches a person with a summary and the full conversation.
- Works alongside the ERPIt reads customer and home records without writing to the ERP; a person makes the official entry.
“This project began with a housing developer that received issue reports through a bot that kept going down and tracked them in spreadsheets.”
The warranty was calculated the same way for every issue, supervisors' schedules were kept separately, and when the bot did not understand, someone had to ask the customer everything again.
What would it look like in your operation?
We review it with you in 30 minutes using your processes and systems.
