From the firm's own write-upReceipt no. 7929
What sucked
A high-growth Bengaluru D2C personal-care brand (₹250 crore ARR, 8M monthly users) was struggling with support.
8 crore a year.
What they built
Dextra Labs built a three-agent system on the WhatsApp Business API: a triage agent using a fine-tuned IndicBERT model across 32 intents, a resolution agent integrated with the OMS, Shiprocket and Razorpay to complete refunds and reroute shipments end-to-end, and an escalation agent that monitors sentiment and hands complex cases to humans within 30 seconds with full context.
What changed
14 hrs → 90 sec
First-response time on 71% of 1.2M monthly queries
₹3.1 crore saved
Annual BPO costs fell from ₹4.8cr to ₹1.7cr; team shrank 120→35
CSAT 3.1 → 4.4
Handled 89,000 queries in a day during a peak sale with no outages
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