Project details
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How it works:
Eureka Forbes, a pioneer in home health and hygiene solutions, integrated a WhatsApp-based AI chatbot to streamline and modernize its customer service operations. The chatbot was designed to handle a wide range of queries—from product information and demo bookings to service requests and complaint resolution—right within WhatsApp. This eliminated the need for long wait times on helplines and made the brand more accessible to customers 24/7.
The conversational flow was intelligent and user-friendly. Customers could simply scan a QR code or click a link from ads, receipts, or the company website to initiate a chat. The bot would then greet them, ask key questions to understand their need, and provide instant solutions or escalate the issue to a human agent if needed. By automating common queries and ensuring smooth human handovers, Eureka Forbes provided a faster, more responsive, and more satisfying customer experience.
Our challange:
Eureka Forbes was facing high call center volumes, long resolution times, and low satisfaction scores due to delayed responses. Customers increasingly expected quick and seamless interactions, especially for service and maintenance queries. The challenge was to reduce operational load without compromising on support quality—and to create a scalable, digital-first experience that met modern customer expectations across devices and time zones.
What kind of queries does the WhatsApp chatbot handle ?
The chatbot manages a wide range of interactions—such as product inquiries, AMC (Annual Maintenance Contract) renewals, complaint registrations, service bookings, and feedback collection. It ensures most issues are resolved in-chat without human involvement.
How does the chatbot identify and resolve a complaint ?
When a customer reports a problem, the bot captures key details like product type, issue description, and location. It checks warranty status, initiates a service ticket, and shares tracking updates—all automatically, saving time for both customer and agent.
Is human support available in the WhatsApp flow ?
Yes, the bot is built with intelligent escalation logic. If it detects complex queries or repeated frustration, it instantly connects the customer to a live agent—who joins the same conversation thread with full context, enabling faster resolution.
How does this impact customer satisfaction ?
With shorter response times, personalized interactions, and 24/7 availability, the chatbot significantly boosts customer satisfaction. Users no longer need to wait on hold or send emails—they get what they need within minutes, right on WhatsApp.
Is the WhatsApp experience personalized for returning customers ?
Yes. Returning users are greeted with context-aware responses, such as service history, existing complaints, or AMC renewal reminders. This makes the experience smoother and shows that Eureka Forbes values their time and loyalty.
How does this system help Eureka Forbes internally ?
By automating over 60% of repetitive queries, Eureka Forbes reduced call center pressure and operational costs. It also gained deeper insights into customer pain points through real-time chat data, which helped improve services and planning.
Achievement:
By deploying the WhatsApp chatbot, Eureka Forbes reduced average query resolution time by 50% and improved customer satisfaction scores by 40%. The chatbot successfully handled over 70% of customer interactions without human intervention, freeing up service teams to focus on complex issues. Additionally, the digital-first approach resulted in better tracking, quicker service fulfillment, and a stronger brand image among tech-savvy and time-conscious consumers. This initiative turned WhatsApp into a strategic customer engagement channel, reinforcing Eureka Forbes’ commitment to innovation and customer care.