WAX conversational AI replies to your customers on WhatsApp, RCS and SMS, 24/7. It has two jobs:
Take the load off your customer service: it handles common requests on its own. On average, our customers cut their ticket volume by 40%.
Drive sales: it recommends the right products, follows up on carts and guides the purchase like an in-store sales associate.
A real example: Petite Mendigote
The fashion brand rolled out WAX AI in November. In less than 3 months:
€22K in revenue generated automatically by the AI;
75% of support requests resolved without human involvement.
What the AI does
It knows your customer: name, purchase history, language…
It answers right away to frequent questions: "Where's my order?", "I haven't received my parcel", "Do you ship abroad?"…
It advises: recommendations suited to what you sell, alternatives when a product is out of stock.
It acts on the cart: it can add or remove items.
It speaks like your brand: it follows your tone and your instructions.
How the AI works
It relies on your website data and your knowledge base (FAQs, product sheets, documents). In WAX, you set:
a description of your brand and a tone;
specific instructions. Example: if a customer mentions high shipping costs, share a promo code.
What if the AI can't answer?
It hands over to your team. The conversation shows up:
in the Action needed tab of your WAX inbox;
by email, if you've set it up;
in your support tool (Gorgias, Zendesk, Crisp), if it's connected.
Once the request is handled, you hand control back to the AI:
with the Let AI agent take over button in the WAX conversation;
by closing the conversation in your support tool (Zendesk Sunshine, Crisp);
or automatically after 1, 3 or 7 days.
How do I turn on the AI?
The AI is available to all WAX customers. To turn it on, follow Turn on the AI feature (AI Agent) on WAX or book a meeting with your CSM: we'll set up the AI together for your use cases.
FAQ
Does the AI understand every language? Yes, and it replies in the language of the person it's talking to.
Does it understand voice messages? Yes: it transcribes them, reads them and replies.
Can it read a contact's tags? Yes. In the instructions (not the knowledge base), you can tell it how to reply based on a tag. Example: "If the contact has the B2B tag, reply this way."
Are its replies templates? No, they're replies: they don't go through Meta approval. The AI's cost is calculated per conversation, see Understand WAX AI metrics.
Can it retrieve loyalty information? No, but it knows the order history and can tell whether it's talking to a prospect or a loyal customer.
Where does it look for answers? First in the knowledge base, then in your website data. Avoid contradictory information between the two.
Does it reply after a campaign or automation? Yes, always. You can only choose to interrupt the flow when the customer replies: Automation → Settings → Customer Intervention → *Interrupt flow when customer answers manually*.
What types of messages does it send? Text (with links), text with a button (to a product, the cart or order tracking) and product carousels with a button.