Answer every customer, and know when to hand over.
AI agents on WhatsApp, phone and email that answer from your knowledge base in Arabic and English, never invent a price or a delivery date, and pass the conversation to a colleague the moment it matters. Every closed conversation is scored afterwards.
Handover
Support thread
- What is your weekend cutoff?
- The published cutoff is Friday 14:00. I won't guess a delivery time.
- This still isn't resolved.
- I'll take it from here.
The problem
The same questions, all day, in two languages.
Most of your support queue is questions your published policies already answer, arriving on WhatsApp, email and the phone in Arabic and English. Your team answers them one by one, while the cases that really need a person wait in the same queue.
Use case 01
Answer, hand over, step back
The agent answers from a bilingual knowledge base it cannot wander off. It repeats only the figures you publish, and says a colleague will confirm everything else. On request, on a complaint, or when a case needs a person, it hands the thread over with the details already collected, and it stops once a colleague replies.
Connects to your knowledge base · WhatsApp Business · your CRM
A person approves anything outside the published answers
Use case 02
Phone reception in English and Gulf Arabic
Inbound lines are answered in English or in spoken Gulf Arabic rather than formal written Arabic. The agent records the enquiry, routes it or books a callback, and calls back customers who dropped out of the phone menu.
Connects to your phone lines · your CRM
A person approves the routing rules and the callback hours
Use case 03
Every closed conversation scored
Each closed conversation is graded on six dimensions: resolution, accuracy, qualification, handover, tone and efficiency. Problems go to a review queue, and a fix counts only once the problem stops recurring.
Connects to WhatsApp, email and voice logs
A person approves which fix ships next
Words, not percentages
Scorecard
- Resolution
- Accuracy
- Qualification
- Handover
- Tone
- Efficiency
More use cases
Shared mailbox
Enquiries
- New mail · claims
- Reply sent, details attached
- Collected: reference and date
An agent on the enquiries mailbox
It replies on your general enquiries mailbox, collects the missing details and routes complex cases to the right team.
Follow-ups with approved templates
Approved WhatsApp templates for follow-up and re-engagement, with the replies landing back in the same thread and on the same customer record.
Disclosure built in
Voice agents say they are AI and that the call is recorded, and never claim to be human.
Built on your knowledge, operated with your team.
01
Discover
We read a sample of real conversations, agree what the agent may answer, what it must never say, and when it hands over. You get a written architecture and one success measure.
02
Build
Two-week increments, each ending in a working demo. We build or tidy the bilingual knowledge base the agent reads from, and test it against scripted customers on a copy.
03
Launch and evaluate
The agent goes live behind the agreed handover rules. Every closed conversation is scored, and problems fill a review queue.
04
Operate or hand over
We run it on a monthly retainer, or hand it to your support team. The code sits in a repository you own.
From production
6
dimensions every closed conversation is scored on.
EN · AR
Arabic and English, with Gulf Arabic on voice.
Built and operated
we run the agents after launch, not just the pilot.
Your repo
the code, on your own cloud and API accounts.
In production
Four voice agents we built and operate in GWC Logistics' contact centre in Qatar.
For a mid-market e-commerce brand, we built a custom support agent that deflects 60% of tickets, while CSAT rose 15%. Read the case study →
Why us
Handover is designed in
The agent knows when to pass a conversation to a colleague, sends the full thread, and stops once they reply.
Every conversation scored
Six dimensions: resolution, accuracy, qualification, handover, tone and efficiency. Problems go to a fix backlog.
Answers only from your sources
The agent never invents a price, date or status.
Proven in production
Four voice agents we built and operate in GWC Logistics' contact centre in Qatar.
Best for
- Support teams handling repetitive questions on WhatsApp, email or phone
- Gulf businesses whose customers write in Arabic, English or both
- Teams that want an agent to answer the routine questions so people can handle the rest
Related
Questions
- What happens when the agent doesn't know the answer?
- It says a colleague will confirm, collects the details your team needs, and hands the conversation over with the full thread.
- Will the AI keep replying after my team takes over?
- No. Once a colleague replies, the AI stops. We measure that on every handed-over conversation.
- Where do its answers come from?
- Only from sources you publish or approve: policies, FAQs, service descriptions and published rates, kept in a bilingual knowledge base.
- How do you know it's working?
- Every closed conversation is scored on six dimensions, and we agree one success measure with you before go-live.
Bring a week of real conversations.
Book a free consult. Bring a sample of real chats, calls or tickets, and we will show you which ones an agent should answer, which it should hand over, and how we would score them.