Shriram Transport

Conversational AI on WhatsApp for Blue-collar Workers

Small truck owners are vital to the success of Indian economy. Their operations, however, are informal and as a group, they tend to get neglected by organizations. To break the issue at hand, Shriram Transport wanted to create a platform to communicate with its external stakeholders.

Selecting the right channel to build this program was the biggest channel. Keeping scale in mind, WhatsApp came out as an obvious winner. There are over 487 Million WhatsApp users in India alone, making it the leading country in terms of WhatsApp audience size. The conversations would have yielded better engagement if they were two-way and hence, a chatbot was created.

The WhatsApp-based Chatbot would attack multiple use-cases such as:

  1. Lead Generation to Lead Qualification
  2. Support & Ticket Management

The initial POC with about 50,000 prospects was successful. Over time, ValueFirst and Shriram Transport were able to add more use cases to perform tasks such as:

  • Sending out EMI reminders in regional language with payment link
  • Sending Policy PDF, FAQ-based Images, and Videos (rich media)

The Conversational AI solution continues to help thousands of external stakeholders with seamless buying experiences. Shriram Transport has seen a rise in their customer satisfaction scores and overall engagement levels. The team has also seen a whopping 40% reduction in incoming calls to the call centers.