Multilingual WhatsApp service assistant for a car dealer group
Customers book a service, check repair status and ask about prices on WhatsApp in English, Malay or Chinese. Advisors take over with the full transcript.
- SECTOR
- Retail & Automotive
- LOCATION
- Johor Bahru, MY
- YEAR
- 2025
- DELIVERED AS
The problem
Service advisors at six branches answered the same questions all day from their own phones: is my car ready, how much is the next service, is the part in stock. Customers wrote in English, Malay and Chinese, often in one message, and none of it was recorded against the vehicle.
What we built
One assistant on the group’s official WhatsApp number. It answers from a single knowledge base of service packages, prices and branch hours in the language the customer used last, books slots in each branch’s workshop calendar and reads repair status from the dealer system. Complaints and anything it is unsure of go to an advisor with the full transcript.
Key features
Service booking on WhatsApp
Replies in English, Malay and Chinese
Live repair status from the workshop
Advisor handover with full transcript
How the 4-week sprint went
Listen & prototype
Sat with advisors at two branches, collected the questions they answer most and tested replies with real customers.
Core build
Built the assistant, workshop booking and the advisor console against the dealer system’s live data.
Live & handover
Went live on WhatsApp at the first branch and handed over the knowledge base editor, source and admin access.