PetsFirst - AI Support & Booking Agent for a UAE Veterinary Chain

01

The problem

Veterinary enquiries and booking requests needed a connected conversation flow on WhatsApp, with a path for staff involvement.

02

The challenge

A conversation can span several messages and intents. Session context needs to survive routing between support, booking, and escalation.

03

The solution

A stateful conversational agent classifies intent, routes requests, completes booking flows, and escalates relevant cases to staff.

04

Founder’s contribution

Inaam’s published role is AI Engineer, responsible for building the conversational agent end to end.

05

Recorded technical result

Connected WhatsApp enquiries, booking flows, session context, and staff handoff in one agent workflow.

Key implementation decisions

• Retain session state across messages instead of treating each message as a new request.
• Route intent to a defined flow and preserve a staff escalation path.

Workflow overview

Simplified from the recorded scope; not a production architecture specification.

1. 01WhatsApp message
2. 02Session context + intent
3. 03Support or booking flow
4. 04Response or staff handoff