# AI-Powered WhatsApp Automation

_E-Commerce — Confidential Client_

**Technologies:** WhatsApp, AI Automation, E-Commerce, LLMs

**Outcome:** Recovered 15% of abandoned carts and reduced support ticket volume by 60%.

## Overview

A growing e-commerce brand's support team was drowning in repetitive WhatsApp messages: order status checks, return requests, and reminders for abandoned carts, all handled manually one conversation at a time.

## The Challenge

As order volume grew, so did the support queue. The team was spending most of its time answering the same handful of questions instead of resolving genuine issues, and carts were being abandoned faster than anyone could follow up on them manually.

## The Solution

Code Kumite built a custom WhatsApp AI assistant integrated directly with the store's order and inventory systems:

- Instant order status lookups by order number or phone number
- Automated return and exchange initiation with policy guardrails
- Abandoned cart recovery messages sent automatically after a configurable delay
- Seamless handoff to a human agent for anything outside the bot's scope

## Implementation

We connected the assistant to the store's existing order database via API rather than replacing any systems, so the rollout required no changes to how the operations team already worked. The bot launched handling a narrow set of order-status queries, then expanded in stages to returns and cart recovery as confidence in its accuracy grew.

## Results

- **15% of abandoned carts recovered** through automated WhatsApp follow-ups
- **60% reduction** in support ticket volume reaching human agents
- Support team refocused on complex, high-value customer conversations

## Conclusion

Automating the repetitive 80% of conversations freed the support team to spend their time where it actually mattered — and customers got instant answers around the clock instead of waiting for business hours.

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Source: https://www.codekumite.com/case-studies/ecommerce-whatsapp-automation