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Proto CX automation for WhatsApp

Proto's AI Customer Experience (AICX) platform integrates with WhatsApp for support on the world’s leading messaging app with 2 billion users.

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setup in minutes

Proto’s no-coding integration connects the Proto platform to WhatsApp via Business Cloud API.

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The National Bank of Rwanda is pleased to deploy the Proto customer complaints handling chatbot system. The chatbot will include customers in their local languages and preferred messaging channels.


messages processed via WhatsApp with Proto

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What is CX automation for WhatsApp?

CX automation for WhatsApp can help customer service teams answer customer queries, manage customer cases, and analyze customer data in real time. Instead of relying exclusively on live agents, CX automation for WhatsApp can answer frequently asked questions, update account details, and send important notifications directly to customers’ phones.

Proto can also speak in over 100 low-resourced languages such as Tagalog, Kinywarwanda, and Twi, allowing multilingual contact centres to automate service in their customers’ preferred language.

What are the advantages of using CX automation for WhatsApp?

WhatsApp is the world’s leading messaging app with over 2B users – but providing live service on WhatsApp is a significant expense. Businesses can scale their reach more effectively with CX automation for WhatsApp that combines automated chat with live support, analytics, and customer data.

Proto can automate queries across multiple channels, so contact centres can view messages across WhatsApp, Messenger, SMS, and other channels in one place.

What can Proto do over WhatsApp channels?

Proto offers a complete AI Customer Experience solution tailored to specific industries, all of which include:

  • A no-code chatbot builder
  • Conversational chatbots
  • Automated case management
  • Conversation history in one place
  • Analytics and reporting

In addition to WhatsApp, Proto can also be deployed across many other supported channels.

How can I integrate WhatsApp with Proto?

Take a look at our documentation on WhatsApp channel setup, or book a demo to learn more.

Where can I find more information about Proto?

For more in-depth information about how Proto has helped governments and businesses, take a look at our case studies.

For more information on how Proto works, take a look at our documentation.

How can Proto help businesses use ChatGPT for WhatsApp?

Large language models like ChatGPT can create human-like responses to customer service inquiries – but effective customer service management requires tracking, case management, livechat, and analytics tools to scale personalised service. 

Proto can help businesses leverage large language models like ChatGPT with features such as:

  • Proactive chat to engage website visitors with personalised messaging
  • Livechat tools to connect customers with live agents seamlessly
  • Management tools with case tracking and analytics for consistent service quality
  • Natural language processing for better accuracy in underserved languages

Proto's roadmap includes future integrations with ChatGPT to improve intent classification, enhance tone in agent messages, automatically summarise chats, and more.

What is the difference between a chatbot and CX automation for WhatsApp?

Chatbots are programs that automate responses to customer questions, whereas CX automation streamlines the entire customer service management process. 

For example, Proto's platform collects data from customer conversations to automatically generate customer profiles, track and manage omnichannel cases in one place, and view contact centre automation KPIs for continuous improvement.

Businesses can use Proto to connect chatbots and live customer service agents, so complex customer queries can be automatically routed to the correct agent with all of the prior chat information. Permission structures for agents can determine what they're able to view and interact with on the chat platform based on their role.

Additionally, businesses with sensitive data can connect Proto with their own Azure SQL, MySQL, MariaDB and PostgreSQL databases with no sensitive information saved on the cloud.

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