WhatsApp voice note processing for AI Journeys

Business problem

Customer Support and Sales teams are receiving an increasing number of WhatsApp voice notes, which the current AI Journey cannot process. Because the automation is text-oriented, audio inputs cause the flow to stall, leading to "dead ends" in the customer journey and potential loss of sales opportunities.

Wished result

The AI Journey should be able to handle audio input, ideally by transcribing voice notes into text so the automated flow can continue. Alternatively, a fallback mechanism should be available to automatically escalate the conversation to a live agent whenever a voice note is received, preventing any gaps in communication.