Nonna Papera Chatbot
- Nonna Papera
- AI
- Software
- Food & Beverage
- Development of a WhatsApp Business chatbot with human operator escalation
A WhatsApp chatbot for the ice cream shop that answers questions in their place.
It answers
A chatbot integrated directly into Nonna Papera's WhatsApp Business channel. The customer writes as they normally would, with no commands to follow or menus to navigate, and receives an immediate response based on FAQs validated by the shop.
The system recognises the question, finds the most relevant answer from the approved content and delivers it in the shop's own tone of voice. If the request is ambiguous, it asks for clarification. If it falls outside the scope, it says so clearly and suggests how to reach staff. No invented answers, no information out of control.
When needed, they step in
Not every conversation can be handled automatically, and that's not always what the customer wants.
If someone explicitly asks to speak with a person, Nonna Papera's staff can take over the conversation directly from WhatsApp Business for a 48-hour window. At that point the chatbot steps aside completely, making room for a human, personal and direct response.
When the window expires, the system returns to automatic without any intervention needed. A balance designed to never sacrifice either the efficiency or the warmth of an artisan ice cream shop.
