BITRIX24

Stackup Solutions built BITRIX, an AI-powered WhatsApp support system that automatically resolves tenant queries using booking data and apartment documents—while escalating only what truly needs human attention.

Highlights

• ~90% of tenant queries resolved automatically
• AI responses delivered in 5–10 seconds
• Human intervention reduced to exceptions only
• Hundreds of tenants supported in production

Quick Facts

• Industry: Residential Property Management
• Platform: Web-based Admin System + WhatsApp
• AI Stack: GPT-4o + Pinecone Vector Database
• Services: Product strategy, AI architecture, full-stack development

Background

The client is a residential property operator managing high volumes of tenant communication through WhatsApp. While WhatsApp was the preferred channel for tenants, it created operational strain internally—support teams were overwhelmed with repetitive questions, booking verifications, and document-related queries.

They needed a way to respond instantly, accurately, and at scale—without increasing headcount or sacrificing control.

The Challenge

Business Challenges

• Missed or delayed tenant messages on WhatsApp
• Rising support workload due to repetitive queries
• Tenant dissatisfaction from slow response times

Operational Challenges

• Manual verification of booking IDs and phone numbers
• Support staff interrupted frequently for simple questions
• No structured escalation path for unresolved issues

Technical Challenges

• Unstructured apartment documents stored as PDFs
• No AI system grounded in authoritative booking and document data
• Risk of hallucinated responses from generic chatbots

The Solution

Stackup Solutions designed and built BITRIX, a bespoke AI customer support system purpose-built for WhatsApp-based tenant interactions.

Core Architecture Decisions

• WhatsApp-first experience for tenants (no apps, no portals)
• Web-based Admin Dashboard for full operational control
• Strict AI grounding using Pinecone vector search and live booking data
• Dual chat modes (Automatic + Manual) for balance and oversight

AI & Data Flow

1. Tenant sends a message via WhatsApp
2. WhatsApp webhook triggers the BITRIX backend
3. System automatically:

• Creates or retrieves the user
• Detects booking ID or phone number
• Assigns Automatic mode by default

AI Response Pipeline

• Semantic search over apartment-specific PDFs in Pinecone
• Fallback to global documents if needed
• Final fallback to structured BITRIX database APIs
• GPT-4o generates a grounded, human-like response
• If verification fails or frustration is detected → escalation created

Document Intelligence

• Apartment and policy PDFs are semantically chunked
• Each chunk indexed in Pinecone and permissioned per booking/apartment
• Admins manage documents directly from the dashboard
• Responses always grounded in approved, authoritative content

Escalation & Control

Escalations are triggered by:

• Failed booking verification
• Explicit tenant frustration

• Admins receive alerts with full booking context
• Conversations can be taken over permanently in Manual Mode
• Human SLA: 15–30 minutes during business hours

Implementation Process

Phase 1: Product & AI Strategy

• Defined WhatsApp-first interaction model
• Designed escalation rules and admin controls
• Established hallucination-prevention strategy

Phase 2: Core Platform Build

• Node.js backend with MySQL on AWS
• React-based custom admin dashboard
• Meta WhatsApp Business API integration

Phase 3: AI & Vector Search

• Pinecone integration with semantic chunking
• GPT-4o prompt engineering and grounding logic
• Booking-aware dynamic prompt construction

Phase 4: Production Hardening

• International phone number normalization
• Load handling for check-in/check-out spikes
• Prompt tuning and edge-case handling

Results & Impact

Quantitative Outcomes

• ~90% of tenant queries resolved automatically
• Response time reduced from minutes to seconds
• Significant reduction in manual support workload

Qualitative Outcomes

• Tenants receive instant, accurate answers at any hour
• Support staff handle only meaningful, high-value issues
• Clear visibility and control through the admin dashboard

Client Feedback

“BITRIX allowed us to handle tenant communication at scale without expanding our support team. Most questions are resolved instantly, and staff only step in when truly needed.”