Customer support · Production
FASTA reduces traditional channel dependency by 20% with Landbot AI Assistant on WhatsApp
The problem
FASTA's traditional customer support was built around phone calls, emails, and online portal inquiries with limited human resources, leading to delayed response times, inconsistent service quality, and customer frustration.
Workflow diagram · grounded in source
1
Customer initiates via WhatsApp
trigger
“FASTA enabled a WhatsApp link on their customer account portal where a customer could click through and then continue a conversation directly via WhatsApp”
2
Authentication and verification
validation
“Following an authentication and verification process to make sure they were speaking to the right customer”
3
AI identifies and categorizes request
ai_action
“The predominant use of AI is to identify what customers are looking for in terms of product information and answer questions such as how to reset their account password, provide critical documentation, or make payment towards their account”
4
Real-time host system integration
integration
“perform a real-time integration with its host systems to securely provide account information to the customer”
5
Route to appropriate service
routing
“link them to the most appropriate kind of service intervention for that particular request”
6
Self-service resolution delivered
output
“Customers can obtain balance information, and settlement quotes, make instant payments, and ask account-related questions”
Reported outcome
FASTA reduced traditional channel dependency by 20% and improved customer experience by launching an AI-powered 24/7 self-service support channel on WhatsApp.
Reported metrics
Traditional channel dependency reduction20%
Reported stack
LandbotWhatsApp
Frequently asked questions
What did this team achieve with this AI workflow?
FASTA reduced traditional channel dependency by 20% and improved customer experience by launching an AI-powered 24/7 self-service support channel on WhatsApp.
What tools did this team use?
Landbot, WhatsApp.
What results were reported?
Traditional channel dependency reduction: 20% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer initiates via WhatsApp → Authentication and verification → AI identifies and categorizes request → Real-time host system integration → Route to appropriate service → Self-service resolution delivered.