Paradigma — AI Customer Service & Digital Transformation
3 AI virtual assistants, multi-channel unification across WhatsApp, Instagram and web, a new Shopify store, and a full organizational transformation engagement for a music school and store.
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The Problem
Paradigma Music Station runs three distinct business lines — a Music School (B2C), an Instrument Store (B2C), and an Institutional channel (B2B) — but operated without any separation between them. Customer contact ran through 3 personal WhatsApp numbers with no routing, no automation, and two people handling everything manually. Sales happened entirely in-person and through WhatsApp — there was no online store. There was no process documentation, no financial visibility by division, and the operation depended entirely on the founding team.
The Solution
Deployed a multi-channel AI customer service system on Zoho SalesIQ with 3 specialized virtual assistants — one per business line — each with a distinct personality, tone, and conversation logic. All customer channels (WhatsApp, Instagram, and web chat) were unified under a single platform with automated menus, cross-sell flows, and human escalation routing. Built the Shopify store from scratch, including product catalog, taxonomy, and a local delivery system. Launched a structured transformation engagement covering process documentation, organizational clarity, and a financial control roadmap. Trained owners and staff on every implemented system.
Results
- ✓ 5 customer channels unified in Zoho SalesIQ — WhatsApp (x3), Instagram, Shopify Web Chat
- ✓ 3 AI assistants deployed with distinct personalities and business logic per channel
- ✓ 184-product catalog integrated into OpenAI Vector Store for real-time product lookup
- ✓ 22 WhatsApp Business templates designed and approved across all channels
- ✓ Cross-sell flows between School and Store channels fully automated
- ✓ Shopify store built from scratch: 3-level taxonomy, 184-product catalog, and 8-zone local delivery system
- ✓ Transformation roadmap active across 8 workstreams: from foundational alignment to financial control
- ✓ Owners and staff trained on every implemented system for independent operation