Member support on WhatsApp, 24 hours a day

A SACCO serves members who prefer WhatsApp to calling a branch.

Use case · how we solve it
01 · The challenge

What holds organisations back.

  • Long queues for simple balance questions
  • Support only during office hours
  • No record of member conversations
02 · The solution

Assist: WhatsApp service desk with AI.

Customers and staff get instant answers on WhatsApp, with smooth hand-off to your team.

03 · How it works

The architecture.

About Assist
SOLUTION ARCHITECTURE · ASSIST REFERENCE DESIGN · v1.0 01 CHANNEL 02 ORCHESTRATION 03 KNOWLEDGE & SYSTEMS 04 YOUR TEAM WhatsApp Business Platform Conversation service Sessions · routing AI model Grounded answers Knowledge base Vector search Core system Read-only API Ticketing SLA queues Support agent Web console 1 2 3 4 5 6 PLATFORM, SECURITY & OPERATIONS Azure Key vault PII masking Conversation logs
  1. 1Customers message on WhatsAppWebhooks · HTTPS
  2. 2The assistant drafts a grounded replyPrompt + context
  3. 3Relevant answers are retrievedSemantic search
  4. 4Live balances and status looked upScoped API token
  5. 5Complex cases become ticketsRules + sentiment
  6. 6An agent takes over with full historyWeb console
04 · How we deliver

Our lifecycle, step by step.

  1. Understand

    Identify the most common member questions

  2. Design

    Build a secure assistant with verified answers

  3. Develop

    Connect balances and loan status safely

  4. Review & test

    Test security and hand-off before launch

  5. Deploy & manage

    Go-live with hypercare, then 24×7 support and monthly reviews.

05 · What changes
24×7answers for common questions
Fasthand-off to a person when needed
Everyconversation logged and searchable
Target outcomes for this scenario. Actual results depend on each organisation's volumes and systems.
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