JOY Automart's Customer Experience agent. AWSAF plugs into the storefront chat and email inbox. When a workshop asks 'where is my alternator?' or 'this brake pad doesn't fit my Honda', AWSAF queries ONI for purchase history, queries JASMINE for shipping status, and autonomously issues the refund or generates a return label — without the founder ever seeing the interaction.
Resolve 95% of post-purchase tickets without human touch. WISMO · fitment disputes · refunds · return labels — all closed-loop. Founder reads a daily AWSAF digest, not 200 individual emails.
Customer asks 'where's my order?' → AWSAF pulls JASMINE tracking · drafts the exact-status reply in the customer's voice (Bengali or English).
'This brake pad doesn't fit' → AWSAF queries JOY VIN, compares to ordered SKU, decides refund-vs-replace, executes.
Within JOYADH's allowlist (refund amount < ৳5,000, no fraud signal), AWSAF issues refund and writes the journal entry.
Auto-generates the courier return label with pre-paid Pathao/Steadfast slip.
Same language as the customer · matches their tone (formal Bengali vs casual Banglish vs English).
VIP workshop · refund > ৳5,000 · suspected fraud → escalates to JOYADH with a one-line summary.
AWSAF closes the most human-intensive part of e-commerce. The founder no longer answers 200 'where is my alternator?' emails — AWSAF does it in 2 seconds, in the customer's tongue, with surgical accuracy.
AWSAF resolves cases within JOYADH's pre-defined refund + return policy. It does not invent new rules. New policy = JOYADH + founder decision, AWSAF executes.
| Layer | Tech | Purpose |
|---|---|---|
| Inbox ingest | Resend inbound · Twilio WhatsApp · Intercom webhook | Multi-channel customer message capture |
| Reasoner | Claude Opus 4.8 + policy prompt | Issues verdict + drafts response in customer's voice |
| Action API | Internal /api calls to ONI · JASMINE · AAJ · JOY VIN | |
| Audit | db.awsaf_cases · every action timestamped | Full case history for dispute + investor metrics |