AI agent as a service in Tunisia: WhatsApp, Messenger and website chat

What is an AI agent as a service?

An AI agent as a service is a conversational assistant you use on subscription, without building or hosting it yourself. We set it up on your information, connect it to the messaging apps your customers use, then run it for you: hosting, monitoring, fixes and updates are part of the service, month after month.

The difference from a delivered project is time. An agent that talks to customers is never finished: prices change, new questions appear, a derja expression is misunderstood, an answer was right but too long. Without follow-up, quality slips quickly. The subscription organises that follow-up instead of leaving it to chance.

Nor is it a menu-based chatbot. The agent understands a freely written question, looks for the answer in your approved information and writes it in the customer's language. When it does not know, it says so and hands over.

What does the monthly subscription include?

The exact scope is written into the contract, but a serious subscription covers at least the following:

• Hosting and availability: server, updates, backups and messaging connections, with an alert on our side if a channel stops responding.
• Answer monitoring: regular checks on conversations to catch mistakes, loops and replies that stray outside your scope.
• Improvement from conversations: questions left unanswered and replies your team corrected become new entries in the knowledge base.
• Updates to your information: new prices, Ramadan opening hours, a promotion, an item out of stock; you send us the change, we add it and test it.
• Monthly report: conversation volume, share handed to your team, recurring questions, fixes made and suggestions for the month ahead.

New channels, new languages or a connection to an internal tool not planned at the start sit outside the subscription and are quoted as an addendum. Any fees from Meta's WhatsApp Business Platform and language model usage are set out in the quote, so there are no surprises.

Which channels and languages does the agent cover?

The agent works where your customers already write: WhatsApp Business, Messenger for your Facebook Page and a chat window on your website. One knowledge base feeds all three channels, so the answer about delivery times is the same everywhere and a correction applies everywhere at once.

In Tunisia, the same customer may start in French, continue in Arabic and finish in derja typed in Latin letters. The agent replies in the language of the message, in Modern Standard Arabic, French or derja depending on the register you choose. How well derja is understood depends on the phrasing and the model, so we test it on your real exchanges before launch, then track misunderstood messages every month. In the Gulf, Arabic and English mix; in Europe, French or English dominates. Instructions and standard replies are written in each language rather than machine-translated.

How does the handover to a person work?

A useful agent knows when to stop. Before launch, we agree with you on the topics that always go to a person: complaints, refunds, negotiated prices, medical or legal questions, or a customer who asks to speak to someone.

In those cases, the agent tells the customer that a colleague will take over, gives the expected delay based on your opening hours, and sends the right person a summary: who is writing, what they want and what they have already been told. Your team picks up the conversation without making the customer repeat themselves. Handovers are counted in the monthly report; if they rise on one topic, a piece of information is usually missing from the knowledge base.

What happens to your data and conversations?

Conversations contain personal data: names, phone numbers, sometimes sensitive details. We limit what is sent to the language model, keep the history for an agreed period and restrict access to the people who operate the agent. The reference framework depends on your markets: GDPR in Europe, Tunisia's Organic Law 2004-63, and texts such as Saudi Arabia's PDPL in the Gulf. We design within that framework; legal sign-off remains with your counsel.

Your documents and knowledge base remain yours. The contract sets out the term, the notice period and what is handed back when the subscription ends: knowledge base, standard replies and an export of the history.

Subscription or custom project: which should you choose?

The subscription fits when the main job is answering customers on messaging channels, with information that changes but a stable scope, and you want neither servers nor a tech team to manage. An AI agent built as a custom project is the better choice when the agent must act inside your internal tools, respect precise access rights or be operated by your own team.

If what you need is closer to a simple workflow with no AI, our article n8n, an AI agent or custom software: which approach fits? will help you decide.

What experience is this service built on?

We already run conversational AI features in our own products. SkanLink, our digital business card SaaS, offers a chat assistant on every card and a personal assistant for its owner, with AI usage quotas per plan. AzurLab, our factory of AI-augmented CRM platforms (a private application, accessible after sign-in), integrates WhatsApp, Meta ads, an assistant and automations. Running these products means dealing every day with what a subscription has to guarantee: uptime, usage costs, conversation logs and continuous fixes.

The other services in our AI and automation practice cover workflows, platforms and process audits.

Where should you start?

The starting point is a free audit of your conversations. Prepare an export or screenshots of recent messages, anonymised if needed, your list of frequent questions, your reference documents and the name of the person who will receive handovers. We will tell you which requests an agent can take on, which should stay with people, and whether the subscription is the right model for you. Set-up time depends on the state of your information and is fixed after the audit. Our engagement models are described on the offers page.