Cloei
An AI agent that answers every enquiry in seconds, on whichever channel it arrives
Cloei holds real sales conversations across seven messaging channels, replies in under a minute at any hour, and hands a human the context when one is needed.
- AI Agents
- Automation
- Seven channels
- WhatsApp, iMessage, SMS, RCS, Instagram, web chat, Messenger
- Under a minute
- From enquiry to first reply, day or night
- 24/7
- No rota, no out-of-hours gap
- Client
- Cloei
- Industry
- Conversational AI, originally built for car finance
- Market
- United Kingdom
Where they started
The work began in car finance, a market where the first lender to respond usually wins the customer. Enquiries arrived at every hour, and a large share of them landed in the evenings and at weekends, precisely when no one was at a desk. A lead submitted at ten on a Sunday night would sit untouched until Monday morning, by which point the customer had usually applied somewhere else.
The problem
Staffing the gap does not work. People are the single largest cost in a contact operation once recruitment, training, holiday, sickness, management and telephony are counted, and even a fully staffed team can only be in one place during office hours. Outsourcing trades the cost problem for a quality problem. The constraint is structural, so the answer had to be too.
What we built
Conversation, not an autoresponder
The agent engages a new enquiry within seconds and then holds an actual conversation: it answers questions about finance options, works through objections, and asks the questions needed to establish whether the person is a fit, rather than pushing them at a form.
Qualification before a human is involved
Qualification happens inside the conversation. By the time a salesperson picks anything up, the customer has already agreed to a call, which changes what a sales team spends its day doing.
Follow-up and recovery built in
The agent follows up when a customer goes quiet, reschedules missed calls, and honours opt-outs immediately. These are the unglamorous paths where most enquiries are lost, and they are handled without anyone maintaining a chase list.
One conversation across every channel
The platform now spans WhatsApp, iMessage, SMS, RCS, Instagram, web chat and Messenger. A customer who starts on one channel and returns on another continues the same conversation rather than starting again.
Clean handoff with full context
When a conversation needs a person, the agent passes on the full history and the reason for the handoff, so the human starts from what was already said rather than from scratch.
Where it landed
The out-of-hours gap closed
Enquiries arriving in the evening, overnight and at weekends get a real reply in under a minute instead of waiting for the next working day.
Sales time moved to qualified conversations
Because qualification happens before the handoff, the team speaks to customers who have already agreed to a call, rather than working through a list that is mostly unreachable or unsuitable.
From one use case to a platform
What began as an SMS sales assistant for car finance now runs as Cloei, a multi-channel AI communication platform at cloei.ai.
Built with
- Python
- FastAPI
- MongoDB
- AWS Bedrock
- AWS ECS
- AWS SQS
- Twilio
- React
- TypeScript
Cloei now operates as its own product at cloei.ai. Figures published on that site are the client’s own and are not reproduced here.