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Case study
CV. Sumber Harum Manis: a WhatsApp chatbot for customer service automation
An internal app and WhatsApp chatbot for CV. Sumber Harum Manis in Pontianak. The bot handles product questions, order status, and opening hours automatically so the staff can focus on orders that need a human touch.
CV. Sumber Harum Manis (Pontianak, Kalimantan Barat) · 2025
WhatsAppChatbotOtomasiAIPontianak
Project context
An SME in Pontianak with high daily WhatsApp DM volume for product questions and order status.
Challenge
Repetitive answers overwhelm staff during busy seasons; risk of missed orders.
What we built
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Incoming message intent classification (FAQ, order status, complaint).
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Automatic product FAQ and opening hours replies.
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Order status lookup tied to the internal system.
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Escalation to human staff with full chat context.
Results
Faster response times; staff focus on complex orders and VIP customers.