WhatsApp customer service chatbots
Two Dialogflow bots handling 15k+ conversations a month, with 68% resolved automatically.
- Role
- Software engineer
- Period
- 2022 – 2024
- Stack
- DialogflowGenesysNode.jsNLP
Context
At a multinational tech consultancy, a client's digital support channel had to absorb a high volume of conversations without growing the team.
What was done
- Built and maintained 2 WhatsApp chatbots with Dialogflow.
- Over 15,000 conversations a month, 68% resolved automatically.
- 30% fewer tickets handed off to human agents.
- Integrated external APIs and internal systems through Genesys with low latency.