How AquaOasis Peru turned their missed phone calls into a multi-channel AI system
AquaOasis Peru, a fast-growing water delivery company based in Lima, was facing operational bottlenecks. Their phone-based ordering system couldn’t keep up with increasing demand. Sales reps were spending up to 80% of their time answering basic questions—leaving high-value commercial clients underserved.
To address this, we implemented a multi-channel, Spanish-language AI system across five platforms—WhatsApp, Instagram, Facebook Messenger, SMS, and their website. The results were immediate: a 50% reduction in repetitive sales workload, 24/7 order availability, and improved service prioritization for commercial clients.
The impact
- 50% increase in sales team capacity
Reps now focus on high-value commercial accounts instead of repetitive calls. - 24/7 order capture across five platforms
No missed opportunities—customers can order through their preferred channel anytime. - Intelligent customer routing
Corporate clients receive personalized support, while regular orders are handled instantly.
The challenge
AquaOasis’s phone-based ordering system was no longer sustainable.
With demand growing rapidly, the team faced hundreds of daily calls from both households and commercial clients. Sales reps spent significant time answering basic questions like:
- “Do you deliver to my area?”
“How much for five jugs?” - “What payment methods do you accept?”
Meanwhile, larger clients—such as restaurants or offices ordering hundreds of jugs—were left waiting on hold. The business estimated it was losing up to 40% of potential customers due to peak-hour congestion and limited staffing.
Every order required time-consuming, manual workflows: verifying delivery addresses across 41 districts, confirming product availability, setting up payment details, and so on. Even experienced sales reps were functioning more as call center agents than strategic account managers.
Compounding the issue, AquaOasis served two distinct customer types:
- Individual consumers, who typically ordered one or two jugs for household use.
- Corporate clients, who required bulk orders, customized billing, and recurring deliveries.
Both were handled in the same way—creating inefficiencies and missed opportunities to differentiate service levels.
On top of this, customer expectations had changed. People wanted to reach the business via multiple platforms—WhatsApp, Instagram, Facebook Messenger, SMS, or website chat—but AquaOasis’s phone-focused infrastructure couldn’t keep up.
The solution had to be:
- Fully bilingual and tailored for Peruvian Spanish
- Capable of complex order logic and multi-district delivery rules
Integrated across multiple messaging channels - Personalized for customer type and order complexity
The solution
We built a fully integrated, multi-channel AI system—the most complex chatbot implementation we’ve delivered to date. It operates in Spanish and seamlessly serves customers across five platforms: website, WhatsApp Business, Facebook Messenger, Instagram DMs, and SMS.
Multi-channel orchestration
A single AI engine powers all five channels. Customers can begin a conversation on Instagram and finish on WhatsApp, with full context and continuity. The system keeps every conversation thread synchronized across platforms, eliminating confusion or repeated questions.
Intelligent customer segmentation
Early in the conversation, the AI determines whether the customer is a residential buyer or a commercial client. Commercial clients are routed to dedicated account managers, with the full chat history and context automatically provided. Residential customers are guided through an automated, streamlined ordering process.
Dynamic logistics and pricing engine
The AI handles address validation across 41 Lima districts, verifies service availability, calculates delivery costs, and confirms delivery timing—all in real time. What previously took 10–15 minutes of phone-based back-and-forth now happens in under 30 seconds.
Spanish NLP and localized experience
The entire system was developed in Peruvian Spanish, accommodating local expressions and cultural nuances. It understands everything from casual inquiries like “Hola, ¿pueden traer agua mañana?” to formal commercial requests such as “Necesito una cotización para mi empresa.” It also supports local payment methods, including Yape and direct bank transfers.
Scalable, modular architecture
Each platform’s chatbot is part of a larger system with hundreds of interconnected flows, tailored for various order scenarios and customer types. This modular design enables fast updates, smooth escalation paths, and real-time system monitoring.
The results
The system delivered strong results from the first month of launch.
50% reduction in manual sales work
Repetitive calls—such as address verification, order confirmations, and delivery time checks—were fully automated. Sales reps reclaimed half of their time to focus on strategic accounts and business development.
Always-on ordering
Customers now place orders 24/7 through any platform they prefer. Orders are received and processed at all hours—even at 2 AM via Instagram or SMS—with no drop in accuracy or service quality.
Personalized service at scale
The smart sorting system ensures that high-value clients receive fast, human support with full conversation context, while residential customers enjoy instant, automated service. The company no longer treats vastly different orders with a one-size-fits-all approach.
Unified customer experience
Conversations initiated on one channel can seamlessly continue on another, with the AI maintaining full memory. This reduces frustration and provides a consistent, frictionless experience.
See it in action
The system is live and processing orders across all five channels. You can test the experience yourself directly via:
- Website
- Messenger
- SMS
Interested in the technical architecture? Watch the build walkthrough: 🎥 Watch the video
Technical highlights
- Fully localized Spanish NLP—built without native Spanish fluency
- Five-channel deployment with seamless synchronization
- Real-time address validation and price logic for 41 districts
- Smart routing for commercial vs. residential orders
- Integration with Peruvian payment methods like Yape
- Hundreds of interconnected flows for nuanced customer scenarios
Business impact
AquaOasis transitioned from a high-friction, call-dependent operation to a scalable, AI-assisted business. Their sales team now focuses on the relationships and contracts that drive revenue, while automation handles the repetitive tasks that previously bogged them down.
This project illustrates the power of automation done right:
- Customers receive fast, consistent service
- Sales teams prioritize high-impact work
- Businesses scale more efficiently without sacrificing quality
AquaOasis Peru, a fast-growing water delivery company based in Lima, was facing operational bottlenecks. Their phone-based ordering system couldn’t keep up with increasing demand. Sales reps were spending up to 80% of their time answering basic questions—leaving high-value commercial clients underserved.
To address this, we implemented a multi-channel, Spanish-language AI system across five platforms—WhatsApp, Instagram, Facebook Messenger, SMS, and their website. The results were immediate: a 50% reduction in repetitive sales workload, 24/7 order availability, and improved service prioritization for commercial clients.
The impact
- 50% increase in sales team capacity
Reps now focus on high-value commercial accounts instead of repetitive calls. - 24/7 order capture across five platforms
No missed opportunities—customers can order through their preferred channel anytime. - Intelligent customer routing
Corporate clients receive personalized support, while regular orders are handled instantly.
The challenge
AquaOasis’s phone-based ordering system was no longer sustainable.
With demand growing rapidly, the team faced hundreds of daily calls from both households and commercial clients. Sales reps spent significant time answering basic questions like:
- “Do you deliver to my area?”
“How much for five jugs?” - “What payment methods do you accept?”
Meanwhile, larger clients—such as restaurants or offices ordering hundreds of jugs—were left waiting on hold. The business estimated it was losing up to 40% of potential customers due to peak-hour congestion and limited staffing.
Every order required time-consuming, manual workflows: verifying delivery addresses across 41 districts, confirming product availability, setting up payment details, and so on. Even experienced sales reps were functioning more as call center agents than strategic account managers.
Compounding the issue, AquaOasis served two distinct customer types:
- Individual consumers, who typically ordered one or two jugs for household use.
- Corporate clients, who required bulk orders, customized billing, and recurring deliveries.
Both were handled in the same way—creating inefficiencies and missed opportunities to differentiate service levels.
On top of this, customer expectations had changed. People wanted to reach the business via multiple platforms—WhatsApp, Instagram, Facebook Messenger, SMS, or website chat—but AquaOasis’s phone-focused infrastructure couldn’t keep up.
The solution had to be:
- Fully bilingual and tailored for Peruvian Spanish
- Capable of complex order logic and multi-district delivery rules
Integrated across multiple messaging channels - Personalized for customer type and order complexity
The solution
We built a fully integrated, multi-channel AI system—the most complex chatbot implementation we’ve delivered to date. It operates in Spanish and seamlessly serves customers across five platforms: website, WhatsApp Business, Facebook Messenger, Instagram DMs, and SMS.
Multi-channel orchestration
A single AI engine powers all five channels. Customers can begin a conversation on Instagram and finish on WhatsApp, with full context and continuity. The system keeps every conversation thread synchronized across platforms, eliminating confusion or repeated questions.
Intelligent customer segmentation
Early in the conversation, the AI determines whether the customer is a residential buyer or a commercial client. Commercial clients are routed to dedicated account managers, with the full chat history and context automatically provided. Residential customers are guided through an automated, streamlined ordering process.
Dynamic logistics and pricing engine
The AI handles address validation across 41 Lima districts, verifies service availability, calculates delivery costs, and confirms delivery timing—all in real time. What previously took 10–15 minutes of phone-based back-and-forth now happens in under 30 seconds.
Spanish NLP and localized experience
The entire system was developed in Peruvian Spanish, accommodating local expressions and cultural nuances. It understands everything from casual inquiries like “Hola, ¿pueden traer agua mañana?” to formal commercial requests such as “Necesito una cotización para mi empresa.” It also supports local payment methods, including Yape and direct bank transfers.
Scalable, modular architecture
Each platform’s chatbot is part of a larger system with hundreds of interconnected flows, tailored for various order scenarios and customer types. This modular design enables fast updates, smooth escalation paths, and real-time system monitoring.
The results
The system delivered strong results from the first month of launch.
50% reduction in manual sales work
Repetitive calls—such as address verification, order confirmations, and delivery time checks—were fully automated. Sales reps reclaimed half of their time to focus on strategic accounts and business development.
Always-on ordering
Customers now place orders 24/7 through any platform they prefer. Orders are received and processed at all hours—even at 2 AM via Instagram or SMS—with no drop in accuracy or service quality.
Personalized service at scale
The smart sorting system ensures that high-value clients receive fast, human support with full conversation context, while residential customers enjoy instant, automated service. The company no longer treats vastly different orders with a one-size-fits-all approach.
Unified customer experience
Conversations initiated on one channel can seamlessly continue on another, with the AI maintaining full memory. This reduces frustration and provides a consistent, frictionless experience.
See it in action
The system is live and processing orders across all five channels. You can test the experience yourself directly via:
- Website
- Messenger
- SMS
Interested in the technical architecture? Watch the build walkthrough: 🎥 Watch the video
Technical highlights
- Fully localized Spanish NLP—built without native Spanish fluency
- Five-channel deployment with seamless synchronization
- Real-time address validation and price logic for 41 districts
- Smart routing for commercial vs. residential orders
- Integration with Peruvian payment methods like Yape
- Hundreds of interconnected flows for nuanced customer scenarios
Business impact
AquaOasis transitioned from a high-friction, call-dependent operation to a scalable, AI-assisted business. Their sales team now focuses on the relationships and contracts that drive revenue, while automation handles the repetitive tasks that previously bogged them down.
This project illustrates the power of automation done right:
- Customers receive fast, consistent service
- Sales teams prioritize high-impact work
- Businesses scale more efficiently without sacrificing quality
