The context

Three stores, a loyal customer base, and a phone ringing non-stop with the same questions: opening hours, whether a cake is available, weekend orders. WhatsApp and Instagram messages pile up, and many go unanswered once the shutters are down.

The challenge

Reply fast, around the clock, without hiring just to handle messages, and without sounding like an impersonal robot. Most requests came in during evenings and weekends, exactly when no one was available to answer.

The solution

WhatsApp and Instagram are centralized in a single MA Utility inbox. The AI is trained on the bakery's menu, hours and ordering rules. It replies instantly to common questions, takes simple orders and hands over to the team for special requests, always in the house's tone of voice.

The results

  • First reply in under two minutes, 24/7, including evenings and weekends.
  • More orders captured outside opening hours that previously went to competitors.
  • Time given back to the team, now focused on production and in-store service rather than the phone.