"Where is my concrete truck?" Answered right on WhatsApp
Zooz-tech built an operational AI agent on WhatsApp for Ashtrom Group. It identifies the customer and the order, pulls the truck data from Priority ERP and calculates the arrival time based on current traffic, with no portal and no waiting for an agent.
- Client
- Ashtrom Group
- Industry
- Construction and real estate
- Channel
- WhatsApp, including voice messages
- Technologies
- Azure AI FoundryAzure OpenAIAzure App ServiceTwilioPriority ERPGoogle MapsPostgreSQL
The challenge
In a real-time operational process, a customer waiting for concrete at a construction site will not log in to a portal or wait for an agent. They want an answer in the channel they already use, and an answer based on live data from the operational systems.
The solution
Instead of another chatbot that answers fixed questions, we built an AI agent that is connected to the organization's systems and performs real actions. The agent understands the intent, identifies the customer and the order, queries Priority, gets the truck and location data, and calculates an up-to-date ETA based on traffic. The answer comes back on WhatsApp, with a location pin.
When things get complicated
The agent detects a delay beyond what is expected, a route change, missing information, or a need to update the customer proactively. When a person is needed, it identifies the right contact and adds them to the conversation, instead of leaving the customer facing a system that cannot move forward.
A chatbot answers. An agent understands, accesses data, uses tools, makes an operational decision and moves the process forward, inside the channel the customer already uses.