Customer Engagement
Scaling customer engagement with AI-assisted human-in-the-loop messaging
A multi-location retailer scaled timely WhatsApp outreach with AI-assisted message drafts and staff review built into the workflow.
Services Used
The challenge
A multi-location jewellery retailer with a customer database of roughly 20,000 contacts relied on staff to manually run reports, identify customer events, write messages and send them one by one. The process consumed significant administrative time, created missed engagement opportunities and made tone consistency difficult because not every staff member was a native English speaker.
The solution
FINTIQ built a human-in-the-loop messaging system that continuously evaluates CRM data for upcoming customer events. When an event is detected, the platform generates a tailored AI-assisted message draft, and staff review, refine if needed and send the final WhatsApp message from a web interface.
Outcomes
What changed after delivery.
- Customer milestones are now reliably detected and acted on.
- Automation removed manual reporting and repetitive message drafting work.
- AI-assisted drafts improved tone consistency across the team.
- More engagement opportunities are captured, including follow-up services that encourage repeat visits.
The client
The client is a multi-location jewellery retailer with a customer database of roughly 20,000 contacts. Customer engagement depended on moments such as birthdays, anniversaries and post-purchase service reminders, and store teams needed a way to scale outreach without losing personalization or quality.
Project goals
The system needed to automatically identify customer engagement opportunities, generate personalized draft messages for staff to review, improve brand consistency across customer communications, deliver messages through WhatsApp while keeping human oversight, and scale outreach across the full customer base.
Implementation
The platform was built to process a large customer dataset continuously and surface events as they become relevant. Human review remained part of the workflow so quality control stayed with the client team, while the architecture supports ongoing event detection and scalable outbound communication across multiple stores.
Key capabilities
The workflow supports birthday messages, birthday reminders for partners, anniversary messages, anniversary reminders, service reminders for jewellery maintenance and follow-up care, web-based staff review before sending, and AI-assisted message generation aligned to the retailer's tone.
Technology architecture
The solution uses integration middleware connected to CRM data, a PostgreSQL database, a web-based staff interface, AI-assisted message generation, WhatsApp message delivery and private hosting infrastructure.
Current status and next steps
The system transformed a manual process into a scalable engagement engine that helps the retailer maintain customer relationships and drive store visits. Future opportunities include expanded automated engagement journeys, additional customer event triggers and broader workflow automation around CRM-driven outreach.