The problem.
The client is a group of language academies: the Spanish, French and German cultural associations in Hong Kong, plus a school in Singapore. Prospective and current students write on WhatsApp at any hour, asking about courses, schedules and enrolment.
Answering every message by hand takes the team away from teaching. And some conversations, such as a student confirming a payment, really need a person.
What we built.
One assistant per academy
Four AI assistants on WhatsApp: Spanish, French and German in Hong Kong, plus one for the school in Singapore. Each one answers with the information of its own academy (a knowledge base built from their content), so it talks about their courses and not generic ones.
Information, schedules and enrolment
The assistants handle questions about courses and schedules, guide students through enrolment and help bring in new students.
Handover to a person
All conversations live in a shared inbox (Chatwoot). When a student says they have paid or sends a receipt, the assistant passes the conversation to someone on the team.
Follow-up within the WhatsApp window
The assistants follow up at 23 hours, before the WhatsApp conversation window closes.
Where it stands.
All four assistants are in production, in Hong Kong and Singapore.
Stack used.
AutomationWhatsAppChatwootAI with the academy's own knowledge base