Zakhir
AI-powered customer support for a fintech digital wallet
AI Responses Served
A unified AI support layer built for a digital wallet serving thousands of users - handling inbound queries across WhatsApp, Instagram, Messenger, and web chat in both Arabic and English, resolving the majority of conversations autonomously with smart escalation for complex cases.
The Problem
- Support tickets flooding across disconnected channels - WhatsApp, social media, web chat - with no unified view
- Agents overwhelmed by repetitive queries in both Arabic and English
- No after-hours coverage - customers left waiting outside business hours
- No way to measure AI vs human resolution rates
Our Solution
We built a unified AI support layer that handles inbound queries across WhatsApp, Instagram DMs, Facebook Messenger, and web chat. The system uses RAG-powered knowledge retrieval to resolve queries autonomously in both Arabic and English, with smart escalation to human agents for complex cases. Automated weekly performance reporting tracks AI vs human resolution rates.
What We Delivered
ROI & Impact
20,000+
AI responses served since launch
~80%
AI containment rate - no human needed
4
Channels unified into one support layer
24/7
Bilingual support without staffing overhead
Want Similar Results?
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