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Silwatech is backed by a team of 1000+ employees, serving clients in over 10+ industries across 9+ locations
Agentic AI Platform for Sales Enquiries, Quotations and Pasyment Automation
The end client is a Kenya-based retail and manufacturing business serving customers through WhatsApp, Instagram and Facebook.
The organisation required an intelligent sales platform that could reduce manual work across customer enquiries, product discovery, quotations, payments and invoicing while retaining sales-team involvement in complex or high-value transactions.
The end client’s identity is withheld due to contractual confidentiality and NDA obligations.
Project Overview
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- The project involved the development of a multi-agent AI platform for automating the customer journey from enquiry to payment.
The solution was designed and developed by a SilwaTech partner company through SilwaTech’s partner delivery ecosystem.
The platform incorporated specialised AI agents for
- Customer enquiry capture
- Requirement analysis
- Visual product identification
- Product recommendation
- Quotation generation
- Payment handling
- Billing and invoicing
- Customer follow-up
A central orchestrator coordinated the agents and managed handoffs across the sales workflow. Human review and escalation were retained for high-value, complex or sensitive transactions.
- The project involved the development of a multi-agent AI platform for automating the customer journey from enquiry to payment.
Case Study Topics
Business Challenge
- The sales process involved multiple disconnected channels and manual activities.
Key challenges included
- Customer enquiries fragmented across different social platforms
- Slow response times during busy periods
- Manual follow-up of prospective customers
- Inconsistent capture of quantities, preferences, timelines and purchase intent
- Product recommendations dependent on individual sales experience
- Spreadsheet-based quotations creating delays and pricing risks
- Limited visibility of inventory and payment status
- Manual billing and invoice preparation
- Difficulty scaling enquiry handling without increasing headcount
The client needed an integrated sales workflow capable of moving customers from their initial enquiry to a completed purchase while escalating complex cases to the sales team.
Solution Architecture
Solution Delivered
Multichannel Enquiry Capture
A unified interaction layer consolidated customer enquiries from the organisation’s social and messaging channels.
Key capabilities included
- Enquiry capture across WhatsApp, Instagram and Facebook
- Consolidation of conversations into a central workflow
- Identification of customer intent
- Conversational collection of product requirements
- Capture of quantities, preferences and delivery timelines
- Recognition of follow-up and purchase signals
- Structured transfer of enquiry data between specialised agents
Visual Product Matching
AI image-analysis capabilities helped identify relevant products from customer-submitted photographs.
The solution provided
- Processing of images received through supported channels
- Visual comparison with catalogue products
- Identification of potentially relevant items
- Product suggestions based on visual similarity
- Confirmation with the customer before quotation preparation
- Escalation to sales personnel where matching confidence was insufficient
Product Recommendations and Automated Quotations
Recommendation and quotation agents used customer requirements and live ERP data to prepare suitable commercial options.
Capabilities included
- Product recommendations based on captured requirements
- Retrieval of current product information
- Real-time pricing and inventory checks
- Integration with the client’s custom ERP
- Automated quotation preparation
- Consistent application of available pricing information
- Review and escalation of exceptional pricing cases
- Faster delivery of quotations to customers
Payment, Billing and Invoicing
The platform streamlined payment collection and post-payment processing.
The workflow included
- Secure payment-link generation
- QR-code generation for supported payment methods
- Real-time payment-status monitoring
- Verification before invoicing
- Automated billing after required checks
- Invoice generation
- Customer payment notifications
- Escalation of failed or exceptional transactions
Multi-Agent Orchestration and Human Escalation
A central orchestration layer coordinated the specialised agents throughout the sales process.
The platform supported
- LangGraph-based multi-agent orchestration
- Defined responsibilities for each agent
- Context sharing between workflow stages
- Automated handoffs between agents
- Follow-up based on customer status
- Centralised visibility of the sales journey
- Escalation to human sales personnel
- Human intervention for high-value or sensitive transactions
- Logging of automated actions and escalations
Technology Stack
The technology environment included
- LangGraph for multi-agent orchestration
- AI image analysis for visual product matching
- Python and FastAPI for backend services
- AWS EC2 for application hosting
- AWS RDS for relational data storage
- Custom ERP integration for product, pricing and inventory information
- WhatsApp integration for customer messaging
- Instagram and Facebook integrations
- Payment-link and QR-code generation
- Workflow logging and monitoring
Engagement Model
The project was delivered through SilwaTech’s partner ecosystem under a partner-led implementation model.
The solution architecture, agentic AI development, ERP integration, channel integration, application development, testing and technical implementation were performed by an experienced SilwaTech partner company. SilwaTech contributed through engagement alignment, partner collaboration and coordination of the required AI-automation, commerce and enterprise-integration capabilities.
The cross-functional delivery team included specialists in
- Agentic AI engineering
- Multi-agent orchestration
- Backend platform development
- ERP and inventory integration
- Social and messaging-channel integration
- Payment-workflow integration
- Cloud infrastructure and operations
- Quality assurance and security testing
Delivery followed an iterative approach across the enquiry-to-payment journey. Individual workflow stages were implemented and validated before being connected through the central orchestration layer.
The identities of the end client and implementation partner remain confidential. SilwaTech does not represent itself as the direct contracting party or sole technical implementer for this engagement.
Security and Governance Focus
The platform handled customer information, commercial pricing, and payment-related workflows, requiring strong controls at every stage.
Key areas of focus included
- Secure payment-link and QR-code generation
- Human verification before invoice creation where required
- Role-based access to sales, pricing and payment information
- Encryption of communication between channels, agents and the ERP
- Controlled access to product and inventory data
- Logging of agent decisions, actions and workflow handoffs
- Traceable escalation to human sales personnel
- Confirmation of uncertain visual product matches
- Exception handling for failed or unusual transactions
- Human oversight of complex and high-value deals
These controls helped ensure that automated sales activities remained secure, reviewable and accountable.
Value Delivered
The reported outcomes included
- 70% faster response to customer enquiries
- Billing and invoicing workflows automated following required verification
- Twice the previous capacity for handling enquiries
- 45% improvement in conversion rates
- 60% reduction in manual sales effort
- 50% shorter sales cycle
- Faster preparation of product recommendations and quotations
- Improved visibility of payment and billing status
- More consistent communication across customer channels
- Sales personnel redirected towards complex and high-value opportunities
The reported figures represent project outcomes and should not be presented as guaranteed performance across every implementation.
Why Silwatech
This engagement demonstrates the type of agentic sales-automation capability SilwaTech can support through its technology partner ecosystem, including
Access to specialists in multi-agent AI orchestration
Experience with human-in-the-loop automation
Integration across ERP, inventory and payment systems
Connectivity with social and messaging channels
Visual AI for customer-submitted product images
End-to-end automation of commercial workflows
Strong emphasis on traceability, security and exception handling
Structured collaboration with specialised implementation partners
Selected Enterprise & Public Sector Experience
Our project experience spans government authorities, regulated enterprises, and major organisations across multiple industries.
References shown may include direct SilwaTech engagements and work delivered through our contracted partner network. Inclusion does not imply a direct contractual relationship with, or endorsement of, SilwaTech.
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