CricHeroes
SportsTech / Mobile Platforms · Global
About CricHeroes
CricHeroes is the world leading grassroots cricket platform, connecting millions of cricketers, scorers, and tournament organisers worldwide with real-time scoring, career statistics, and community tournaments.
The Challenge
Repetitive WhatsApp support requests required manual handling, specifically around duplicate player profile merges and multi-platform payment verification across WhatsApp, Google Play, Razorpay, and the Apple App Store. The support team spent hundreds of hours resolving high-volume, transactional requests instead of addressing complex user inquiries.
Our Solution
WhatsApp conversational AI automation
Developed an automated support engine on the WhatsApp Business API that identifies user intent and resolves high-frequency support requests in real time.
Automated player profile merge engine
Built deterministic entity matching workflows to safely verify player identities, deduplicate tournament histories, and merge profiles with zero data loss.
Multi-platform payment reconciliation
Integrated real-time payment verification connectors across Razorpay, Apple App Store, and Google Play to confirm transactions and unlock player features immediately.
Exception routing and human handoff
Configured automated fallback triggers to route complex account disputes and security edge cases to human support specialists.
Outcomes
“Automating profile merges and multi-gateway payment verifications over WhatsApp transformed our support efficiency, resolving roughly a thousand requests each month while routing edge cases seamlessly.”