Customers ask the same questions every day: opening hours, required documents, delivery areas, order status, how to book. Your staff answer them one at a time by phone, WhatsApp and the website, and not always in the same way. Requests that really need a person wait behind the routine ones.
Kemlat builds an assistant that answers only from content you have approved, on your website, WhatsApp or both. We define what it may answer, what it must refuse, and when it hands the conversation to a named person or team with the history attached. We test it against real customer questions before launch and review conversations after it.
How we work
- 01
Study real conversations
We review a sample of customer messages to find the questions that repeat and the ones that must always go to a person. We also confirm which channels to cover and how your team receives messages today.
- 02
Prepare approved answers
We collect answers from your policies, service descriptions and existing FAQs, and rewrite unclear ones with your team. The assistant answers only from this content and says so when it does not know.
- 03
Set limits and handover rules
We agree the topics it must not handle, such as complaints, refunds or anything that needs a judgement. When one of these comes up, or a customer asks for a person, the conversation passes to the right staff member with its history.
- 04
Connect the channels
We set up the assistant on your website and on WhatsApp through Meta's WhatsApp Business Platform and link it to the inbox your staff use. Access to customer data follows agreed rules.
- 05
Test and launch in stages
We test it with real, tricky and off-topic questions and fix weak answers before launch. The launch can start with one channel or limited hours so your team can watch its behaviour closely.
- 06
Review and improve
After launch we review conversations, wrong answers and handovers, then update the content and rules. Repeated handovers on the same topic usually mean an approved answer is missing.
What you receive
Knowledge sources and answer scope
A reviewed set of content the assistant uses, with a written list of what it may and may not answer.
Configured channels and human handover
The assistant working on the agreed channels in Arabic, English or both, with clear triggers that pass conversations to staff and tell the customer what happens next.
Quality tests and controlled launch
A record of test questions, answers and fixes, and a launch in agreed stages with named people watching conversations at the start.
Conversation review after launch
Regular review of real conversations, content updates and a summary of recurring questions.
What changes for you
- Routine questions are answered at any hour from approved content, while complex cases reach a person with the conversation attached.
- Customers receive consistent answers based on your approved policies.
- Staff spend more of their time on requests that need judgement.
- Management can see which questions come up most and where information is missing.
Where this service sits in the KEMLAT Method
Scope: AI usage and WhatsApp messaging have running costs that depend on the number of conversations, and these are billed separately from the project. The assistant does not take payments or make decisions that need a person.
Questions clients ask
Can the assistant give wrong answers?
Yes. Any AI assistant can make mistakes, so we limit it to approved content, test it before launch and instruct it to pass a question to staff when it is unsure. Reviews after launch catch and correct weak answers. It should not be used for decisions with legal, medical or financial consequences.
Does it understand Arabic as customers write it?
We test it with the way your customers actually write, including colloquial Arabic and messages that mix Arabic and English. Replies can be in Arabic, English or both, in a tone you approve before launch.
Do we need a special WhatsApp account?
Yes. The connection needs a phone number registered on the WhatsApp Business Platform, which is different from the WhatsApp or WhatsApp Business app on a phone. We help with the registration and any business verification Meta asks for.
What happens to customer data?
Conversations are stored only where agreed and opened only by authorised staff. We limit the personal data the assistant can see to what it needs, in line with your policies and Jordan's Personal Data Protection Law of 2023.
Who updates the answers after launch?
We train a member of your team to update the content and review conversations. Kemlat can also continue the reviews and updates as an ongoing service.
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