How Interbois Automated 87% of Customer Inquiries

A furniture and interior design company transformed its customer support by deploying AI agents across WhatsApp and its website, reducing response times from hours to seconds.

The Challenge

Interbois is a well-established furniture and interior design company, serving both retail customers and B2B clients. With a wide catalog of products, from custom cabinetry to ready-made furniture, their team was fielding hundreds of customer inquiries per week across WhatsApp and their website.

The volume was manageable when the team was small, but as the business grew, the cracks became obvious:

• Customers waited 4-8 hours for a response during peak periods
• The same questions, pricing, availability, delivery times, were asked dozens of times per day
• After-hours inquiries (evenings and weekends) went completely unanswered until the next business day
• Sales staff spent more time answering repetitive messages than closing deals

The Solution

Interbois partnered with Magnitude AI to deploy a custom AI agent across their two highest-volume channels: WhatsApp and their website chat widget.

The AI agent was trained on Interbois' complete product catalog, pricing sheets, delivery policies, and frequently asked questions. Key capabilities included:

• Instant answers to product inquiries, prices, dimensions, materials, availability
• Multi-message understanding, customers who type in fragments get one clear, complete response
• Bilingual support, French and Arabic, with automatic language detection
• Smart handoff, complex requests (custom orders, complaints) are routed to the right team member with full conversation context
• 24/7 availability, the AI responds at 11 PM on a Saturday just as well as it does at 10 AM on a Tuesday

Implementation

The deployment followed Magnitude's standard onboarding process:

1. Week 1, Knowledge base setup: product catalog, pricing, policies, and FAQs uploaded and structured
2. Week 2, AI agent configuration: conversation tone, escalation rules, tool connections (CRM, inventory)
3. Week 3, Soft launch on WhatsApp with parallel human monitoring. Live launch on website chat

The Results

Within the first month of full deployment, the results exceeded expectations. 87% of all customer inquiries were fully resolved by the AI agent without any human intervention. Average response time dropped from 4-8 hours to under 3 seconds. The support team's workload was reduced by 40%, allowing them to focus on high-value conversations, custom quotes, B2B partnerships, and complex after-sales issues.

Customer satisfaction improved measurably, with a 35% increase in CSAT scores. Weekend and evening inquiries, previously a black hole, were now handled instantly, capturing leads that would have otherwise been lost.

We went from manually handling every customer message to having AI resolve 87% of inquiries automatically. Our team now dedicates its time to cases that truly require human expertise.