Context & Need
Managing post-sales operations efficiently is essential to maintaining supplier satisfaction, brand reputation, and operational consistency. As request volumes grow, traditional customer service teams often struggle to deliver timely, accurate, and consistent support.
Our client needed a scalable, intelligent solution to support supplier interactions, reduce response times, and automate repetitive post-sales tasks — all while maintaining a high-quality and personalized experience.
The Solution
Innovatech delivered a next-generation virtual support platform, powered by conversational AI and represented by a smart avatar capable of handling post-sales queries autonomously.
Integrated with key communication channels such as WhatsApp, a dedicated toll-free number, and internal ERP systems, the platform handles a wide range of B2B support processes, including:
- Order management
- Technical assistance
- Shipment tracking
- Returns and refund processing
- Operational issue resolution
The AI agent is trained on company-specific data and workflows, enabling it to understand natural language, learn continuously, and respond with increasing precision over time.
Key Features
- Conversational interface available 24/7
- Multi-channel integration (WhatsApp, voice, web)
- AI-driven automation of post-sales processes
- Personalized responses based on real-time business data
- Real-time sync with internal management and CRM systems
- Scalable and customizable knowledge base
Results & Measurable Impact
After deploying the virtual assistant, the company reported:
- Faster average response times, with most requests resolved autonomously
- Significant reduction in manual workload for the support team
- Higher supplier satisfaction thanks to round-the-clock availability
- Improved communication flow with full traceability of interactions
- A scalable, AI-powered infrastructure ready to grow with the business
Strategic Impact
This use case demonstrates the power of conversational AI in transforming B2B post-sales support. By automating repetitive processes and improving communication across channels, the platform enhances both operational efficiency and partner relationships, paving the way for scalable service excellence.
