How Asmana keeps WhatsApp support fast with 70% automated resolution

Asmana, the largest wellness resort in Italy, is located in Florence and offers an open-access spa, no reservations required; only massages and specific treatments need to be booked in advance. This model leads to frequent customer inquiries, with the front office team juggling check-ins and phone calls. Overwhelmed by the volume, they struggled with a growing backlog of questions.

To manage this, Asmana implemented Trengo, automating responses to common queries and helping the team handle peak demand without expanding staff.

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Challenge: Too many repetitive questions during peak season

Asmana receives a large number of inbound questions, especially between late December and April/May, their busiest period. Most questions are repetitive and about: opening hours, holiday schedules, entry rules, spa access, treatment availability, and massage bookings.

Because only massages can be reserved in advance, customers often ask similar clarification questions. This created a constant stream of repetitive messages.

Before automation, agents answered these manually. That led to:

• Pressure on the reception and front office team, also handling check-ins, payments and phone calls. 
• Slower response times in peak months
• Less time for complex cases like booking changes and complaints

Asmana wanted to reduce the number of questions handled manually and speed up first responses.

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Solution: Automated FAQ answers with Helpmate

Asmana introduced Trengo's AI Agents as the first line of support on WhatsApp and chat. The virtual agent quickly addresses common inquiries and escalates more complex issues to the team.

AI Agent was set up using:

• Internal PDF documents
• Website pages
• Live web content for opening hours and holiday periods

This ensures customers receive current and consistent information.

When a question involves booking changes, complaints, or financial topics, the conversation is automatically routed to a human agent. All messages, automated and manual, appear in one shared inbox, so the team keeps full oversight.

Implementation was straightforward and required no complex system changes.

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Results: Most questions answered automatically

Automating FAQ support had a clear operational impact for Asmana.

• 70% of incoming questions are answered automatically
• Faster response times on WhatsApp
• Consistent answers to common questions
• Peak-season volume is now handled by the same team

Customers now receive immediate answers to standard questions, while agents focus on bookings, changes, and special cases.

“Since we have added WhatsApp automation, anyone who writes to us for information receives an immediate response without having to wait. Meanwhile, we can focus on requests that truly require personal attention, and above all, on what we do best: welcoming our guests and making them feel at home." - Reception team, Asmana Wellness World

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