PressOne Africa has introduced Juliet, a new intelligent employee designed to help small and medium-sized enterprises manage customer conversations across WhatsApp and Instagram DMs. The launch responds to a growing shift in customer behaviour, as many buyers now rely on direct messages to make inquiries, place orders, and seek support.
For SMEs, these channels have become central to daily operations. However, they also present challenges. Messages arrive without warning. Customers expect immediate replies. Staff changes disrupt communication flow. Follow ups are often missed, and tone varies from one handler to another. A single slow or unclear reply can cause a customer to abandon a purchase, even when the business has the product and capacity to serve.
PressOne Africa experienced these issues within its own team. To address them, the company built Juliet. Juliet manages the full conversation cycle, from the initial inquiry to payment confirmation. She replies instantly, tracks ongoing discussions, and requests human support when necessary. Her responses are based on real company conversations, product details, and customer scenarios, allowing her to function like a trained employee rather than a generic chatbot.
Juliet works across WhatsApp, Instagram DMs, and other real-time messaging platforms. She connects to CRMs, billing tools, and storefront systems, enabling her to confirm payments, generate receipts, view customer history, send checkout links, and assist customers through simple purchase steps.
Inside PressOne Africa, Juliet has already supported thousands of daily chats. According to the company, she reduced escalations by sixty percent, increased customer onboarding completion from 56 per cent to 84 per cent, and supported the team to maintain a satisfaction rate above 90 per cent.
Mayowa Okegbenle, CEO of PressOne Africa, said, “We had budgeted millions this year to build a large customer service team. Juliet removed that need completely. She saved us significant operational costs, and we have shifted that money into marketing and growth.”
PressOne Africa stated that Juliet allows SMEs to scale their communication without losing consistency. Customers receive timely responses, clear information, and steady follow ups. Every chat is handled, and customers do not need to repeat themselves.
PressOne Africa is a Techstars-backed cloud communications company that provides business phone numbers to thousands of businesses across Africa. Juliet was developed internally, tested for more than six months, and is now available to other organisations seeking to manage customer conversations more effectively.
