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CASE STUDIES
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2026
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Vend-Me
AI-Powered WhatsApp Support for Vending Machines in Amusement Parks
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OVERVIEW
Automated Support for Vend-Me's Amusement Park Machines
Vend-Me operates automated vending machines, including candy floss and Frozen Fristi machines, across amusement parks in the Netherlands. When a machine breaks down or a payment goes wrong, park visitors expect an immediate fix. Before working with Triad, every incoming WhatsApp support message was handled manually by a single team member. Most questions followed identical patterns, but each one still required full manual attention.
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CHALLENGES
One Person Handling Hundreds of Repetitive Tickets
All WhatsApp support ran through one person. Without a structured intake process, the same questions got answered differently each time. Data wasn't captured consistently, making it nearly impossible to spot recurring machine issues or prevent discount code abuse.
How do we scale support without scaling headcount, while keeping quality high and preventing abuse?
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SOLUTIONS
A Fully Structured AI Support Agent on WhatsApp
Triad built an end-to-end AI automation that intercepts every incoming WhatsApp message and enforces a consistent intake flow before any solution is offered.
Classifies every message by type: defective product, discount code issue, visible error code, or other
Enforces mandatory data collection (park, machine number, product, timestamp, photos) before proceeding
Analyzes screen photos using vision AI to extract fault codes and match them to a Pinecone knowledge base
Validates discount code eligibility against location, time, amount, and monthly limits per phone number
Routes error reports via email to the right WhatsApp or Slack group, with auto-escalation on repeated faults
Escalates to a human whenever data mismatches, aggression, or repeated incidents are detected
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RESULTS
Consistent Support. Zero Extra Headcount.
The system handles the full first line of support autonomously. Only genuine edge cases reach a human, freeing up the team for work that actually requires them.
90%
Accuracy
24/7
Support coverage
1
Discount code per month
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CASE STUDIES
