AI Agents
WhatsApp is where most Kenyan businesses actually talk to their customers, which makes it the obvious place to deploy an AI support agent. But "AI agent" has become a marketing term stretched to cover everything from a basic keyword chatbot to a genuinely capable assistant that resolves real issues. Here's what a well-built one can actually do, and where you still need a human.
Order status, delivery timelines, opening hours, return policy, product specifications — anything with a definite, lookup-able answer is a strong candidate for full automation. When we build these, the agent queries your actual backend in real time rather than reciting a script, so "where is my order" gets a real answer, not a canned one.
Lead qualification is the other place agents earn their keep quickly. A well-designed conversation flow can ask the right qualifying questions, capture contact details, and hand a warm, pre-qualified lead to a salesperson — instead of a salesperson spending the first ten minutes of every call just gathering basic information.
Refund disputes, complaints, anything emotionally charged, and genuinely novel problems the agent hasn't seen before all need a clear, fast escalation path. The mistake we see most often in poorly built agents isn't that they fail to answer — it's that they try to answer questions they have no business answering, and the customer notices immediately.
We design escalation triggers explicitly during the conversation-design phase, before a single line of the agent is built. That means defining, in writing, exactly which situations route straight to a person — not leaving it for the agent to figure out.
It's tempting to measure an AI agent by how fast it responds — but a fast, wrong answer is worse than a slow, right one. The number we track for clients is deflection rate: the percentage of conversations resolved without any human involvement, and just as importantly, the percentage of escalations the agent correctly identified rather than mishandled.
On a recent WhatsApp support deployment for an East African retailer, the agent now resolves 68% of incoming tickets without a human touching them, with response time dropping from hours to under 10 seconds.
What we do
Voice and text AI agents for sales, support, and operations — deployed on WhatsApp, web, and phone.
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A 20-minute intro call is free. A 90-minute Paid Discovery Session is $500 / KES 25,000 — and ends with a clear, actionable roadmap for transforming how your business operates.
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