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Run HR support for plant workers inside WhatsApp

Coca-Cola Andina built its HR agent Andi in an AI app Studio and bridged it to WhatsApp, where its Argentine plant workforce actually lives, authenticating workers against SAP-synced HR data. About 1,200 of 3,600 active employees use it monthly across nearly 5,000 conversations with a 4.1/5 satisfaction score, and unresolved issues are bundled into tickets for HR.

How it works

  1. Build the Andi agent in an AI app Studio
  2. Bridge it to WhatsApp via Direct Line and the WhatsApp Business API
  3. Authenticate each worker with Entra ID and pull SAP-synced HR attributes
  4. Answer HR questions in chat
  5. Bundle profile and chat context into a ticket when the agent cannot resolve it

Why it’s worth knowing

An enterprise HR agent reached factory workers by living in WhatsApp, authenticated against SAP, instead of an intranet.

Where it’s from

Summarized from a public post on windowsforum.com. See the original ↗

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