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Faster cycles · Forward-deployed

Customers wait a day for a reply.

Messages pile up across WhatsApp, email and chat, and most ask the same few things. We answer routine questions in minutes and send hard cases to a person.

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What it looked like

  • Most messages are order status, delivery times or returns.
  • Agents search old emails to find an answer.
  • Complaints sit next to simple questions in one shared inbox.

Retail and e-commerceLogistics

02 · What we did, stage by stage

What we did, stage by stage

  1. Assess

    We tag a week of messages to see which share is routine and which needs a person.

  2. Automate

    Messages are classified, matched to the order in your CRM and answered in the customer's dialect.

  3. Optimise

    Every agent correction is logged and fed back, so fewer cases need a person each month.

  4. Run

    We watch quality weekly and add new answers as products and policies change.

03 · The process

Customer support automation, with a person on hard cases

Routine questions are answered in minutes, in the customer's dialect; hard cases go to a person.

What changed

  • First response4 hours2 minExample
  • Tickets per agent a day40110Example
Customer support automation, with a person on hard casesFirst response: 4 hours → 2 min · Example

Customer support automation, with a person on hard cases

  1. Customer message
  2. Classify, detect language
  3. Complaint or refund?
  4. Known case?
  5. Look up order
  6. Draft the reply
  7. Send
  8. Answered in 2 min
  9. First response: 4 hours → 2 min (Example)

05 · Questions

Questions

  • Will customers talk to a bot?

    Devvion uses AI only on routine questions with a known answer. Refunds, complaints and anything unclear go to a person, with a summary already written.

  • Does it handle Arabic dialects?

    Yes, Devvion tests replies in the dialects your customers use, Gulf, Levantine or Maghrebi, and in French and English, before anything goes live.

See all use cases

06 · Contact

Book the assessment.

Tell us what is slowing the business down. We'll confirm the scope and the dates on a first call.