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Routine replies: hours to 20 minutes
An agency, Qaushik Labs, measured a client's routine message work before it built anything. Most customer contact came by phone and WhatsApp, and a receptionist spent two to three hours a day typing the same answers: prices, availability, opening times, and order status. That time cost about 844 pounds a month. The agency then built a WhatsApp agent trained on the business's own facts. The agent answers routine questions at once. Anything complex or sensitive goes to a person, with the full chat history attached. The receptionist now reviews and handles exceptions.
How it wentThe agency reports the agent answers about 80% of queries on its own. Routine reply work fell to 15 to 20 minutes a day, a saving of about 716 pounds a month. The 500-pound build paid for itself in about three weeks. The agency states the saving is freed hours, not cut wages, and it names its own no-go case: if routine questions took only 20 minutes a day, a good FAQ page would be the better first step.
Try it · based on the source's workflow
Answer routine questions on [WhatsApp or chat channel] from this information only: [prices, availability, opening times, order status rules, policies]. Reply at once. If a question touches money, a complaint, trust, or anything outside this information, hand the chat to [staff member] with the full history attached. Log every answer and handoff so I can review them each day.
A starting template based on the workflow the source describes. Review it before you use it; you are responsible for what it does.
Routine replies: hours to 20 minutes — from The SmallOffice Brief, a daily brief of real AI cases for small businesses: https://smalloffice.space/case-routine-replies-hours-to-20-minutes