Customer service automation for high-volume operations
Moozy takes routine enquiries, service requests and payment follow-up off your contact centre. Customers get an answer on WhatsApp, SMS, USSD or the web, and your agents get the cases that need them, with the full conversation attached.
A customer asks about a bill
On WhatsApp, in their own words.
The chatbot checks the account
The balance comes from your billing system.
They pay the balance
Mobile money or card, in the same conversation.
A dispute goes to an agent
With the conversation and the account already in view.
A follow-up checks it was resolved
A short survey, sent with permission.
Illustrative workflow.
Most contacts are routine. Most queues treat them all the same.
Balance checks, order status, opening hours and payment arrangements fill the same lines as the complaint that needs an experienced agent.
Queues at peak times
Billing runs, outages and campaign launches all produce spikes that a fixed team cannot absorb.
Customers repeat themselves
A customer who starts in chat and ends on a call explains the problem twice, because the two tools share nothing.
Requests arrive unstructured
A free-text message has to be read, clarified and rekeyed before anyone can act on it.
Little view of outcomes
Call volumes are counted. Whether the customer’s problem was resolved often is not.
The journeys Moozy runs for customer operations
Each one ends in a completed task or a well-prepared handover, not a link to another form.
Answer routine enquiries
An AI chatbot answers from your approved service information in English or Setswana, on WhatsApp, SMS and web chat.
Take structured service requests
A conversational form collects what your team needs, validates it and creates the request in your system.
Report order and account status
The customer asks. Moozy reads the status from your system through an API integration and replies on the same channel.
Collections and payment follow-up
Payment reminders before a due date, collection by mobile money or card in the conversation, spaced retries after a failure, and escalation to a person when they run out.
Campaign follow-up
A bulk SMS or WhatsApp campaign goes to a segment that opted in. Replies are handled as part of the journey, so interest becomes a request or a payment rather than an unanswered inbox.
Handover with history
When a customer asks for a person, or a rule says a person should step in, the agent receives the whole conversation and what has already been collected.
Measure what was handled, not only volume
Events are captured as they happen, without an overnight batch. See what was handled in the conversation and what was handed over to your team.
- Conversations and handovers, and how they ended
- Form starts, completions and where people stop
- Campaign delivery, failures and replies by channel
- Successful and failed payment collections
- Cost per message
my bill is double this month, that cant be right
Your October bill is P486.20, up from P241.90. I can see one estimated reading. I am passing this to a team member who can review it.
Hello, this is Thato from billing. I have your account and this chat open. Give me a moment to check the reading.
Illustrative workflow.
Every customer, not only the ones with data
A large customer base spans every kind of phone. One service definition serves all of them.
WhatsApp and web
Natural conversation, quick replies and documents for customers with internet access.
SMS and USSD
Two-way text and numbered menus on basic phones, without a data bundle.
Across channels
A journey can continue on another channel where customer matching is configured.
Systems it connects to
Moozy sits between your channels and your systems of record, connected through APIs and webhooks.
CRM and ticketing
Contacts, requests, conversation outcomes and handovers.
Billing and order systems
Balances, due dates, order and account status.
Payment providers
Collections on your own merchant account, arranged during setup.
Controls for a large team
Many agents, many customers and a lot of personal information call for clear rules. Moozy gives you the record and the controls.
| Control | How it works |
|---|---|
| Audit trail | Conversations, consents, payments, handovers and automated actions are logged with time, channel and actor, and can be exported for review. |
| Consent tracking | Opt-in and opt-out are recorded per customer and per channel, and applied to the next campaign. |
| Role-based access | Roles decide which agents and supervisors can see customer information and who can act on it. |
| Human oversight | AI replies can be imperfect. Customers can always ask for a person, and rules route complaints, disputes and sensitive questions to your team. Lead and feedback scoring is advisory. |
| Data protection | Encryption in transit, encryption at rest as a deployment option, and every system in a country with an adequacy decision under Botswana’s Data Protection Act, 2024. Read the compliance note |
Questions operations leaders ask
Does Moozy replace our contact centre?
No. It handles routine enquiries and structured requests so your agents spend their time on cases that need judgement. Customers can ask for a person at any point.
What does an agent see at handover?
The conversation so far, the answers already collected and the channel the customer is on, so the customer does not have to start again.
Can the chatbot look up an account or an order?
Yes, where your system is connected through an API. The integration plan covers the operations it needs, the field mappings, testing and what happens when the other system is unavailable.
Is bulk SMS a separate product?
No. Bulk and transactional messaging are part of the same platform, so a campaign reply can become a service request or a payment in the same journey.
Related capabilities and industries
Every journey here runs on the same customer engagement platform. Compare the other industries Moozy serves.
Bring your most common enquiry
Show us what customers ask most and the system that holds the answer. We will walk through how it would run on Moozy.