Yummy turned WhatsApp from a manual bottleneck into an AI-powered revenue engine, scaling conversations, orders, and support without scaling headcount.
Business Challenge
Yummy operates a delivery and commerce platform across Latin America, where WhatsApp is a primary channel for ordering food and retail products. While customers prefer messaging over traditional apps or websites, merchants struggled to manage high volumes of inbound conversations using human agents alone.
During peak periods, manual workflows led to delayed responses, abandoned orders, and lost revenue. Large, high-volume merchants were unable to open WhatsApp as a sales channel at all, while smaller merchants faced rising labor costs across ordering and customer support workflows.
Yummy needed a way to introduce AI-driven automation across its business workflows, including ordering and customer support, while maintaining a human-like customer experience and scaling demand without increasing headcount.
Benefits
Order Volume Scalability:
Automated workflows support unlimited concurrent conversations with instant response times, eliminating delays during peak demand.
Reduced Abandoned Orders:
Instant responses and guided ordering flows help prevent customer drop-off caused by slow or missed replies.
Customer Support Efficiency:
Within three months of deployment, AI-driven automation handled approximately 30% of customer support interactions, reducing agent workload while maintaining service quality.
“Woolpert helped us simplify how we work with Google Maps and Cloud. Their support made pricing more predictable and scaling much easier as our platform grew.”
- Ignacio Carrillo-Batalla, Chief Technology Officer, Yummy
Working With Woolpert
Woolpert Digital Innovations supported Yummy as a strategic Google partner, helping optimize Google Maps usage and transition AI workloads to Google Cloud. Woolpert enabled access to partner pricing and introduced a usage-based mobility pricing model, aligning API costs with completed trips and improving cost predictability as Yummy scaled.
The partnership also supported Yummy’s migration to Gemini models, improving performance and cost efficiency as AI usage expanded across the platform.
The Solution
Yummy developed Wink GPT, an AI-powered WhatsApp ordering solution powered by Gemini models. The solution guides customers through the full ordering process, including menu selection, item clarification, location identification, payment, and order status updates, without human intervention. The AI interprets free-text messages, resolves ambiguities through interactive prompts, and completes transactions in real time.
In parallel, Yummy extended AI automation into customer support workflows, automating request categorization and resolution. Within three months, approximately 30% of support interactions were handled through AI-driven workflows, enabling Yummy to scale operations while maintaining a consistent customer experience.
