We Are Caring books 60% more consultation calls a month.

We Are Caring helps families in Singapore find and hire domestic workers. Founded by David Bensadon, it began with a website and now also has a mobile app. In its busiest periods it receives upwards of 1,000 WhatsApp messages.

Families waited over a day for a reply

Their office is not open 24/7 or even 7 days a week. Customers would message on WhatsApp and wait hours for a reply, sometimes more than a day. These were families urgently looking for help.

"I do consider this was the wrong way to operate."David Bensadon, founder

The team was spending hours every day answering the same enquiries, collecting customer details by hand, and coordinating consultation bookings. During peak periods with 1,000+ messages, things fell through the cracks.

They were using WhatsApp within HubSpot, but customising the AI there was "very difficult, very complicated." Customers were also coming in from Facebook, Instagram and other channels.

AI books the consultation in the chat

AI now handles the first reply to every family on WhatsApp, Facebook and Instagram. It collects the customer's name, phone number, email and what they need, then offers available times and books the consultation into the team member's calendar.

"The chatbot will just ask them 'please choose from these three time slots' and then the customer says 'I would like to book for this time' and the AI would just book it in the team member's calendar. They will see it almost instantly."

Families used to find a date on the website and fill in a form. Now they choose the time in the chat.

What changed for the team

Consultation calls rose from about 100 a month to 160–170, and the average response time fell from over a day to seconds.

"This free time actually allows the team to have more mind space to think of how to improve operations better. We were just operating the same way because we didn't have the time to improve our processes. It really freed up our time and the team is really working a lot better now."

"Having a bot that can adapt and answer in every single language that our customers are talking, that's fantastic."

David also values the consistency of the replies: "The consistency is there, which we really appreciate. Compared to a human, there's emotions, they change, sometimes they quit. But AI doesn't quit on us. They stay there with consistent and accurate information which we can heavily rely on."

Every chat tagged and sent to the right person

With hundreds of messages coming in from several channels, the team needed to know which families to help first. Each chat is tagged by what the customer needs, and urgent cases go to the right person.

"By receiving so many messages from everywhere, it's like how do you prioritise things? How do you assess the needs of these people? This has been made way easier using the tagging with smart recognition of patterns and content and topics and knowing when to escalate and to whom."

Example chats from We Are Caring

These chats use We Are Caring's real message formats. The family or helper writes on the left, and replies from chatavocado and the team are on the right.