- AI & Automation
WhatsApp AI automation programme
Learner and applicant conversations on WhatsApp, handled by an AI assistant delivered through a specialist vendor.
- Client
- Tech training institution, East Africa
- My role
- Tech lead and vendor owner
This project was delivered for a confidential client. Names, data and identifying screens have been removed or recreated.
The context
Many prospective and current learners prefer WhatsApp to email. The channel is busy and hard to staff around the clock.
The problem
The institution needed an AI assistant on WhatsApp without building and maintaining one in-house.
My role
I owned the vendor relationship and the technical side of the programme: scope, the service level agreement, and integration with internal systems, including the CRM.
What I learned
Running a vendor well is its own engineering discipline. A clear SLA, named owners and an honest integration roadmap matter as much as the AI model itself.