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Explore Canada — WhatsApp assistant for automated customer service

Client: Explore Canada — International education

The challenge

The entire volume of inquiries was handled only by people, and first-level support was taking up the team's time.

The solution

An assistant handles first-level support on WhatsApp using the organization's information and escalates to a person when the inquiry requires it. Response time dropped 70%.

How does the WhatsApp assistant work in customer service?

Many organizations receive the same basic questions every day, and each one takes up time from a team that could focus on more complex cases. Explore Canada's WhatsApp assistant handles that first level of support with the organization's own information, so customers get an answer without waiting for someone to be available.

The solution does not seek to replace people but to organize work better. When an inquiry requires analysis or personalized attention, the assistant escalates it to a team member. This way, automated and human support complement each other in the same channel.

The result is faster first-level support, with response time down 70%, and a team that can focus its time on the inquiries that need it most. If your organization faces a similar volume of inquiries, Arcetec can assess how to apply a solution like this to your operation.

Technologies used

Results

Frequently asked questions

What kinds of inquiries does the WhatsApp assistant handle?
The assistant handles first-level inquiries, meaning the most frequent and basic questions, using the organization's own information. When an inquiry calls for judgment or more detailed attention, the assistant routes it to a person on the team. This way, your team can focus on the cases that truly need human intervention.
How does the assistant know when to hand an inquiry over to a person?
The assistant is designed to escalate to a person on the team when the inquiry requires it. This handoff is part of the solution: the assistant resolves what it can with the available information and passes complex cases to your team, without leaving the customer without an answer.
What problem did Explore Canada have before implementing this solution?
Before the implementation, the entire volume of inquiries was handled by people alone, and much of the team's time went into first-level support. This caused delays in responses and limited the team's ability to focus on higher-value inquiries.
What concrete result did the assistant deliver?
In first-level support, response time dropped by 70%. This result reflects the direct impact of automating initial support over WhatsApp, a channel customers use every day, while personalized support remains available whenever it is needed.

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