The way companies communicate with their customers is changing. Email or phone calls are no longer enough: users want immediate, personalized responses in a channel they already use every day.
That channel is WhatsApp.
With open rates of 80–98% compared to 15–25% in email marketing, WhatsApp is today the most effective way to connect with customers and provide closer, faster, and more efficient support.
Why an AI Assistant in WhatsApp?
An AI-powered conversational assistant in WhatsApp allows companies to turn every message into a personalized experience.
Some of its advantages are:
- Transforms every conversation into a brand experience.
- Higher engagement: messages are almost always read.
- Total availability: WhatsApp is always in the user’s pocket, 24/7.
- Segmentation and personalization: messages tailored to each profile.
- Native WhatsApp features: location, voice messages, attachments, or notes.
- Immediate incident management.
- Escalation to a person when necessary.
Escalation to a Person: Integration with Microsoft Teams
AI does not replace people, it complements them. At any time, the assistant can ask the customer:
👉 “Do you want to continue talking with a person via WhatsApp, or do you prefer a call?”
The system automatically summarizes the conversation and leaves a notification in the Microsoft Teams channel of the support team. This way, a person takes over the case with full context and continues the support without losing information.
This ensures a smooth, fast, and 100% personalized experience.
Surveys and Continuous Improvement
Once the support is finished (whether by AI or by a person), the assistant can launch an automatic survey to assess the experience.
This feedback makes it possible to continuously improve the service and measure real customer satisfaction.
Flexible Solutions for Each Company
At Bravent, we design WhatsApp assistants tailored to every need:
- Custom developments with Azure AI Foundry → for complex and personalized cases.
- Copilot Studio / low-code → for faster and more standardized needs.
Depending on the use case, complexity, and scalability, we recommend the best solution and guide the entire process of design, implementation, and evolution.
Real Case: CAT-AI WhatsApp
A clear example of this model is CATAI, from Ávoris Corporación Empresarial.
With CAT-AI WhatsApp, customers receive personalized travel recommendations, itineraries, and activities in real time. And, when necessary, the conversation is escalated to a person in Teams, with full context of the query.
👉 Discover the full case here: CAT-AI WhatsApp | Avoris
Conclusion
The future of customer service is not in traditional channels, but in combining the immediacy of WhatsApp with the intelligence of AI and the closeness of people.
An AI Assistant in WhatsApp:
- Responds 24/7.
- Escalates to a person via Teams with full context.
- Measures customer satisfaction with automatic surveys.
- Adapts to the needs of each company.
In short, it is the most direct, effective, and human way to improve communication with customers in the digital age.
María Soto Castro
Head of Innovation - BraventDo you want to transform your customer service with WhatsApp and AI?
📧 Write to us at info@bravent.net and we will help you design the perfect assistant for your business, from low-code solutions to custom developments with Azure AI.
