// Case study
WhatsApp support bot with CRM handoff and Hindi intent coverage
Tier-1 order status and returns deflected 34% of tickets, seamless agent takeover in Freshdesk when confidence low.
A consumer electronics D2C brand with 2,000+ daily support touches wanted WhatsApp-first tier-1 deflection without hiring 40 seasonal agents. Existing IVR frustrated Hindi-English code-switching users during peak festival season.
34%
Tier-1 deflection
Order status and returns
4.1/5
CSAT (bot-only threads)
Weekly sampled conversations
18 → 6 min
Human wait time
Average queue reduction
<0.72
Confidence handoff threshold
Freshdesk agent takeover
Delivered by Shivraj · Published October 10, 2025 · 9 min read
Client context
A consumer electronics brand, 2,000+ daily support touches, peak festival season, wanted WhatsApp-first support without hiring 40 seasonal agents. Existing IVR frustrated urban Hindi-English code-switching users.
Technical implementation
Architecture: WhatsApp Business API via provider; intent classifier fine-tuned on 18 months ticket corpus; RAG on policy KB; order lookup via Shopify API; Freshdesk handoff with conversation context when confidence < 0.72.
Quality: weekly review of 100 sampled conversations; blocked topics list (legal threats, safety); PII redaction in logs.
The challenge
Problems: Meta template approval delays, pre-approved template library; users sent voice notes, ASR pipeline added; agent jealousy narrative, positioned bot as draft assistant with human final reply in hybrid mode first month.
Results & impact
Outcome: 34% tier-1 deflection; CSAT on bot-only threads 4.1/5; average wait for human down 18 minutes → 6 minutes. Brand anonymized, consumer electronics D2C.
// Related services
CIN
AAU-8582
Startup India
DIPP83124
Founded
November 2020
Office
Residency Rd, Bengaluru, India
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