KIW Smart Service — WhatsApp AI helpdesk for an industrial estate
Estate tenants report a problem over WhatsApp and an AI assistant handles the conversation, then opens the ticket for staff.
- Client
- PT Kawasan Industri Wijayakusuma
- Role
- Backend and AI developer
- Year
- 2026
- Live
- Visit ↗
NestJS · FastAPI · PostgreSQL · React
The problem
KIW’s tenants — the factories and businesses renting plots on the estate — reported outages, security issues, and utility problems by calling whoever’s number they happened to have. Nothing was recorded, priority went to whoever pushed hardest, and afterwards there was no history to learn from.
What I built
A helpdesk that lives inside WhatsApp, because that’s where tenants already are — no app to install, no portal login to forget.
- Report a problem by message. The assistant works out who you are, what’s wrong, and asks only for the details it’s still missing.
- A ticket every time. Every conversation ends as a tracked, categorised, prioritised ticket.
- Emergencies go straight to a person. Anything urgent skips the assistant and reaches staff immediately.
- Answers on the spot. Common questions are answered from KIW’s own documents instead of becoming tickets.
- A staff dashboard to see everything coming in, take over a conversation whenever they want, and read the trends.
- Indonesian and English, with consent handled the way the data-protection rules require.
How it turned out
Delivered against a brief of fifteen required capabilities, with the full system — assistant, helpdesk, and dashboard — built and documented for handover to KIW’s own team.