[ Index ]
Personalised Customer Re-engagement
Led and architected a system that brings lapsed regulars back to The Soup Spoon with a message about their own outlet and their usual order, and a WhatsApp bot that takes complaints and hands customers to a person.
The problem
The Soup Spoon has been serving soup in Singapore since its first outlet opened at Raffles City in 2002, and it knows its regulars well: where they eat, what they order and how often. What it lacked was a way to act on that when a regular quietly stopped coming in. Meanwhile, complaints arriving on its WhatsApp line had to be read and routed by hand.
The solution
I led the project and architected it on AWS Batch, AWS Lambda and Amazon Bedrock:
- Personalised win-back messages: after a set number of days without a visit, a customer gets an email or WhatsApp note built around the outlet they visit most and the dishes they usually order. It reads like a note about their own usual, not a promotion sent to everyone on the list.
- A WhatsApp assistant on the same line that works out what a customer wants, handles complaints, and hands over to a human agent when a person is what they need.