Kashacart — Driving Conversions and Support Efficiency with AI

WhatsApp AI Agent, Voice Bot, Cart Recovery Automation, Order Tracking

Client

Kashacart

Industry

E-commerce / Online Retail

Services deployed

 WhatsApp AI Agent

Voice Bot

Cart Recovery Automation

Order Tracking

Kashacart is one of Rwanda's online marketplaces, offering a wide range of fashion, electronics, and home essentials to customers nationwide. Like many fast-growing e-commerce businesses, they faced increasing pressure to scale customer service without growing their team while also tackling high cart abandonment rates and slow order support.

They partnered with us to build an AI system that could handle customer conversations across WhatsApp and voice delivering real-time support, tracking, and engagement, all in a local, brand-aligned tone.

Key Challenges

01

Missed Conversations & Response Gaps on WhatsApp

With thousands of incoming messages every week, Kashacart's support team couldn’t keep up. The backlog led to delays in answering simple questions like "Where’s my order?" or “Can I change my size?”, resulting in frustrated customers and lost sales.

02

Abandoned Carts with No Follow-Up

Users would browse, and add products to their carts, but never complete the checkout. Kashacart lacked an automated system to remind, nudge, or recover these high-intent shoppers in real time.

03

High Cost of Human Support

Every order-related inquiry requires a human response. This meant growing the support team as the business grew which led to an unsustainable model for long-term profitability.

Solutions

AI Voice Automation + Smart Routing

We delivered a comprehensive voice automation system tailored to TelXpress’s telecom workflows replacing their outdated IVR and empowering both customers and internal agents with real-time AI tools.

Step 1: Discovery & Content Collection

Extracted product FAQ data from their website

Mapped the full order journey from cart to delivery

Collected top WhatsApp support questions, refund inquiries, and cart activity logs

Aligned the AI agent’s tone with Kashacart’s fun, friendly, customer-first brand

Step 1: Discovery & Content Collection

Extracted product FAQ data from their website

Mapped the full order journey from cart to delivery

Collected top WhatsApp support questions, refund inquiries, and cart activity logs

Aligned the AI agent’s tone with Kashacart’s fun, friendly, customer-first brand

Step 2: AI Agent Development & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 2: AI Agent Development & Training

Not at all. Our team handles the setup, integration, and optimization. You just focus on your goals — we’ll automate the rest.

Step 3: System Integration

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 3: System Integration

Yes! We support integrations with CRMs, project management tools, communication apps, and more — tailored to your stack.

Step 4: Optimization & Reporting

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Step 4: Optimization & Reporting

Most clients see their first automation live within 1–2 weeks, depending on complexity and the number of workflows.

Result

Why It Worked

We focused on high-impact pain points: cart abandonment and “where’s my order?” fatigue.

We focused on high-impact pain points: cart abandonment and “where’s my order?” fatigue.

AI agents were trained on real brand content with no generic responses.

AI agents were trained on real brand content with no generic responses.

Voice + chat combo made the solution accessible to both tech-savvy and offline-first customers.

Voice + chat combo made the solution accessible to both tech-savvy and offline-first customers.

Multilingual handling resonated with Kashacart's core user base.

Multilingual handling resonated with Kashacart's core user base.

The system was built to scale with them, not just patch a short-term support gap.

The system was built to scale with them, not just patch a short-term support gap.

25%

Cart recovery rate increase

60%

Fewer repeat “where’s my order?” tickets

10%

Uplift in first-time buyer conversion via WhatsApp

18%

Agent reduced returns through better size guidance

Join Instict Today!

We build your own AI team member trained on your content, fluent in your voice, and deployed across your channels.

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Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.

Connect with us

Stay updated with the latest news

© 2025 Instict. All Rights Reserved.