WhatsApp AI Agent for a Nairobi Last-Mile Courier

Poa Courier operates out of Nairobi's Industrial Area, handling 300+ daily deliveries for e-commerce sellers, pharmacies, and supermarkets across the city. Their biggest bottleneck wasn't vehicles or drivers — it was one customer service agent spending 7 hours a day answering "Wapi parcel yangu?" (Where is my parcel?) on WhatsApp.

The Problem

With 97% of Kenyan customers preferring WhatsApp for order tracking, Poa's single agent was manually copy-pasting tracking numbers and status updates all day. After 6pm, the inbox went dark. Customers who couldn't reach anyone would place a new order with a competitor by morning — a direct, measurable revenue loss for every unanswered night-time message.

What We Built

We integrated an AI support agent directly with Poa's dispatch management system. When a customer messages on WhatsApp — in English or Swahili — the agent instantly queries their order status from the live database and responds with a personalised update, estimated delivery window, and driver contact if needed. Exceptions (lost parcels, failed deliveries, address disputes) are automatically flagged and routed to the human agent with the full conversation context already attached.

The Results

68% of all inbound WhatsApp messages are now handled fully automatically. Average response time fell from 4 hours to under 2 minutes — around the clock. The human agent, freed from repetitive status queries, now focuses entirely on exception handling and key account relationships. Poa processes 35% more daily orders with the same team size, and customer satisfaction scores rose 28 points in the first 60 days.