Overview
We completely replaced MFZ Zambia's manual head-office WhatsApp operator with an automated, always-on system. The custom bot handles hundreds of concurrent messages to seamlessly qualify leads, answer queries based purely on verified internal policies, and automatically route customers to the geographically appropriate branch or specific loan officer.
Development & Engineering
- Botpress Workflows: Engineered complex conversation and decision nodes to capture user intent, parse unstructured message replies, and gracefully guide the customer through branch/province selection.
- RAG (Retrieval-Augmented Generation): Integrated a strict RAG layer backed by a curated vector database, guaranteeing that the AI strictly limits replies to verified operational policies ensuring high compliance.
- Fair Load-Balancing Algorithm: Programmed a custom backend routing engine that actively balances lead assignments across selected branch officers in real-time, preventing team burnout.
Measurable Outcomes
Zero Bottlenecks
Eliminated the dreaded single-operator queue by automating thousands of daily lead captures instantly.
24/7 Lead Capture
Massively reduced dropped prospects by actively responding to and routing out-of-hours inquiries.