AI-Powered WhatsApp Order Management System

In many industries, customers prefer simplicity and speed when placing orders — even more so in fast-paced environments where traditional e-commerce platforms fall short. Our client wanted a solution that allowed customers to order materials just by sending a WhatsApp message.

The Challenge

The business faced:

• Lost sales opportunities due to complex ordering platforms
• High volume of manual order entry by sales agents
• Lack of integration between informal customer messages and inventory/order systems
• Limited visibility of order history for both clients and staff

Our Approach

We built an end-to-end AI-powered order management assistant integrated with WhatsApp and the client's ERP and inventory systems:

• Conversational AI Assistant

  • A custom LLM fine-tuned for product understanding and ordering logic
  • Handled free-form WhatsApp messages like: "Necesito 15 sacos de cemento y 4 vigas metálicas para mañana"
  • Supported multilingual, natural dialogue (Spanish, English, etc.)

• Inventory and Order System Integration

  • Connected to real-time stock data and pricing rules
  • Created structured orders directly into the ERP system
  • Verified availability, delivery options, and confirmed the order within the same conversation

• Audit Trail and Dashboard

  • All interactions were logged and linked to customer profiles
  • Internal dashboard for agents to monitor conversations, flag issues, and export order summaries

Results and Impact

• Order time reduced by 87% compared to traditional channels
• +36% increase in order frequency from recurring customers
• 0 manual entry needed for >90% of transactions
• Improved customer satisfaction due to natural, frictionless experience

Key Learnings

• Customers respond better to simple, familiar channels than to apps or portals
• LLMs need tight control and grounding to ensure business logic is always followed
• Integrating with existing systems was key to ensuring adoption by operations and finance teams

Looking Forward

The solution is now being extended to include automatic quote generation, support ticketing, and conversational upselling.

This project is a great example of how AI can streamline operations while meeting customers where they are — in a WhatsApp chat.