WhatsApp bot that automated 85% of L1 tickets
A custom WhatsApp Business chatbot for a 200-person SaaS support team. We replaced a ticket queue with a conversation.
- 85%of L1 tickets resolved without a human
- ~3saverage first response time
- 40%reduction in support cost
The problem
The team’s L1 queue averaged 4–6 hour first-response times during business hours and 18+ hours overnight. Most tickets were repetitive: password resets, billing questions, integration setup. Their CSAT was bleeding.
What we built
A WhatsApp Business API chatbot wired to their existing CRM and billing system. Intent classification used a fine-tuned model trained on six months of historical tickets. When the bot couldn’t resolve in two turns, it handed off to a human with the full context attached.
Outcomes
Within six weeks of launch, 85% of L1 ticket volume was resolved without human intervention. Median first-response dropped from hours to seconds. CSAT moved from 3.4 to 4.7 over the next quarter.
Want something similar?
The build approach and cost ranges are on our WhatsApp chatbot service page.