weGAS AI · ai infrastructure with soul

ai that makes your business feel more human. not less.

The infrastructure that automates the work. The channels that carry the message. The intelligence that builds the relationship.

01the reality

the future isn't
slowing down.

The pace is relentless. The tools keep shifting. The promises keep coming. And somewhere in the middle of all of it, the people actually doing the work are quietly drowning.

Most businesses don't need more technology. They need clarity. Confidence. To know what matters, what doesn't, and where to focus next.

clarity creates momentum.

Relationships · live active

TM

I've been trying to get this resolved for three weeks. Nobody gets back to me.

AI

I completely understand your frustration, Thabo. Let me pull up your account right now and make sure this gets resolved today.

Intelligence surfaced

⚠ Churn risk · high ⏱ 47 days unresolved ★ VIP · R18,420 ↑ Retention opportunity

02the real blocker

data readiness. the number one blocker to ai.

Every conversation we're having with leaders points to the same thing. Above talent. Above cost.

↳ read that again.

31%

of support contacts are delivery complaints — up from 18% last month.

R220K

recoverable revenue sitting in unanswered discount requests.

87.6%

AI resolution rate once the data underneath is clean and connected.

The businesses pulling ahead aren't the ones with the best models. They're the ones who did the unglamorous work of fixing their data first.

03how it works

automation with a human layer.

01

automation

The workflows that should be automated, automated. Freeing your team for conversations that actually need a human.

02

sales & support

AI working through your existing channels — not replacing your team, supporting them. Faster responses, smarter routing.

03

the insight engine

Every conversation analysed. Every pattern surfaced. What are your customers struggling with? What does your team need to hear?

04what the intelligence surfaces

your data is already talking. we help you hear it.

The insights that move businesses forward are already in your conversations, your transactions, your support queues. weGAS AI surfaces them in real time.

customer intel

01

Patterns across thousands of conversations — the questions your customers keep asking that nobody has answered.

risk signals

02

Churn prediction before it's too late. Behavioural signals scored and surfaced so your team can act early.

operational

03

Conversation analysis that shows where friction lives — and how to remove it before it becomes a complaint.

relationship health

04

VIP scoring, engagement tracking, sentiment analysis. Your most valuable relationships, never falling through the cracks.

AI infrastructure with soul

when everything shifts, what holds?

We don't lead with what we can promise. We lead with what we can protect. And we understand the difference between the two.

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AI Intelligence

Meridian Retail Group · Jul 2026

Export

Total conversations

14,820

18.4%vs last month

Sales conversations

6,340

24.1%vs last month

Support conversations

8,480

↑ +14.2% — volume rising

Avg sentiment

6.2/10

0.8ptsvs last month

weGAS IntelligencePriority: High

Support volume is growing faster than sales — something is creating friction post-purchase.

Support conversations are up 14.2% while sentiment dropped 0.8 points. The top complaint topic (delivery delays) accounts for 31% of all support contacts — up from 18% last month.

Recommendreview fulfilment SLA and trigger a proactive delivery update sequence for orders older than 4 days. Estimated to deflect 2,400 contacts per month.

Conversation topics

Sales topics

Product info	2,840
Discount requests	1,620
Abandoned cart	980
Stock availability	640
Loyalty queries	420
Upsell accepted	310

Support topics

Delivery delays	2,630
Returns & refunds	1,840
Wrong item received	920
Account issues	740
Review link clicks	580
Complaints logged	410

Sentiment breakdown · this month

Very positive

18%

Positive

31%

Neutral

22%

Negative

19%

Very negative

10%

weGAS IntelligenceEst. impact: +R220K

1,620 customers asked for discounts this month — 68% were offered nothing.

Discount request conversations have a 34% conversion rate when a targeted offer is made within the chat. Most are currently being ignored or closed without resolution.

Recommenddeploy an AI-triggered discount flow for high-intent requests, capped at 10% for non-VIP customers. Estimated R220K in recoverable revenue this month.

Avg AI convo length

4.2min

0.8minfaster

AI → human handoffs

1,840

12.4% of all conversations

AI resolution rate

87.6%

3.2pts

Signals generated

342

this month · 48 actioned

Recommended actions · from the intelligence

AI · recommended action

Delivery Delay Apology Sequence

2,630 customers contacted about delivery delays. A proactive apology + R50 voucher sequence could recover trust before churn.

Based on 31% of support contacts · sentiment drop · 410 complaints

AI · recommended action

Abandoned Cart Recovery — Mobile

980 abandoned cart conversations. Mobile checkout failure rate is 4.2x higher than desktop. SMS recovery would close the gap.

Based on 980 cart mentions · mobile drop-off · R1.84M in carts

AI · recommended action

Discount Intent Conversion Flow

1,620 discount requests went largely unanswered. A triggered 10% offer for non-VIP high-intent customers could convert 34%.

Based on 1,620 requests · 34% conversion · 68% ignored

AI · recommended action

VIP Re-Engagement · Lapsed 21d

Top 9% of customers drive 58% of revenue. 3,840 VIPs haven't engaged in 21+ days. Personal WhatsApp outreach before they churn.

Based on VIP analysis · 21-day inactivity · LTV at risk

Audiences worth acting on

AI · audience

Discount Seekers · High Intent

Requested a discount in the last 30 days but haven't converted. Target with a time-limited offer.

1,620 contacts

AI · audience

Delivery Delay · At Risk

Contacted support about delivery in the last 14 days with negative sentiment. High churn risk.

2,630 contacts

AI · audience

Review Clickers · Advocates

580 customers clicked a review link this month — your most engaged advocates. Loyalty + referral opportunity.

580 contacts

weGAS IntelligencePriority: High

12.4% of AI conversations are handed off to humans — most for issues AI could resolve with the right integration.

Of the 1,840 handoffs this month, 67% were for delivery status and returns queries — both fully resolvable by AI with a fulfilment system integration.

Recommendintegrate fulfilment API into the AI agent. Estimated to reduce handoff rate from 12.4% to under 5% within 30 days.

Resolution rate

87.6%

3.2pts

Avg resolution time

4.2min

1.1minfaster

Outstanding issues

284

+62vs last week

Escalated · unresolved

47

+18vs last week

weGAS IntelligenceUrgent

Outstanding issues up 28% in 7 days — delivery complaints accumulating faster than they're resolved.

47 escalated unresolved conversations are older than 72 hours. 38 are delivery-related. 12 involve VIP customers — highest churn risk in the base.

Recommendimmediate manual outreach to the 12 VIP escalations. For the remaining 35, deploy an automated status + ETA message within 2 hours.

Outstanding by topic

Delivery delays	142
Returns pending	68
Wrong item — awaiting collection	34
Refund processing	24
Account access issues	16

Trending right now

01 Where is my order?	↑ 31%
02 How do I return an item?	↑ 18%
03 Black Friday sale dates	NEW
04 Loyalty points balance	↑ 8%
05 Wrong item received	↑ 42%

Recent conversations · live feed

● Naledi K. — Loyalty points query resolved	2 min · 1.8min	AI resolved
Thabo M. — Delivery delay · day 6 · VIP ↗	8 min · open	Escalated
Aisha P. — Return initiated successfully	12 min · 3.2min	AI resolved
Sipho D. — Wrong item · 3rd contact · frustrated	18 min · 72hrs+	Human needed
Zanele M. — Availability confirmed + upsell accepted	24 min · 2.1min	AI resolved
Kagiso R. — Refund status query · day 8 · no update	31 min · open	Pending

weGAS IntelligenceEst. impact: +R180K

Black Friday sale date queries are trending — 310 today, up from zero last week.

Customers are actively looking for Black Friday information and the AI has no answer for it yet. Customers asking about sales are high-intent buyers.

Recommendadd Black Friday FAQ to the AI knowledge base and create an early-access sign-up flow to capture this intent before it goes elsewhere.

weGAS Intelligence · Thabo M.Churn risk: High

Thabo is a VIP customer on day 6 of an unresolved delivery complaint. He has contacted support 3 times. Sentiment is declining rapidly.

Lifetime spend is R24,840. At current churn probability (74%), estimated revenue at risk is R18,200 in forward 12-month value. He has not responded to the last automated update.

Recommendimmediate personal outreach — call, not message. Offer a full refund or priority re-delivery plus a R200 goodwill voucher. This customer is worth saving manually.

TM

Thabo Mokoena

✓ VIP ⚠ Escalated ID · MR-441820 Since 2023-03-14 Johannesburg, ZA

Total spend · alltime

R24,840

Spend · 12 months

R14,200

Spend · 90 days

R6,840

Delivery delay — order MR-9921 · day 6	Today · 8.2min	Escalated
Delivery delay — follow up · day 4	2 days ago · 5.4min	Missed callback
Delivery delay — initial contact · day 2	4 days ago · 4.1min	AI closed
Product enquiry — Home audio range	18 days ago · 7.2min	Converted R3,840
Discount request — seasonal promo	34 days ago · 3.8min	Converted R2,140

"This is the third time I've contacted you about this. My order was supposed to arrive 6 days ago. I need this resolved today or I want a full refund."

Latest message · today 08:14 · sentiment 1.8/10 · 3rd contact · VIP

Order	Product	Date	Value	Status
MR-9921	Sony WH-1000XM5 Pro Audio	Jun 28 2026	R3,840	Delayed · d6
MR-9104	LG 55" OLED Smart TV	Jun 2 2026	R8,200	Delivered
MR-8841	Nespresso Vertuo Next bundle	Apr 18 2026	R2,140	Delivered
MR-7920	Philips Air Fryer XL	Feb 4 2026	R1,890	Delivered
MR-7104	KitchenAid Stand Mixer	Nov 12 2025	R4,640	Delivered
MR-6481	Dyson V15 Detect Vacuum	Aug 3 2025	R4,130	Delivered

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Infrastructure

Meridian Retail Group · built to hold, built to scale

Export

Pipelines connected

12/12

all sources syncing

Data integrity

99.98%

0.4ptsverified hourly

Platform uptime

99.99%

90-day rolling

Integrations live

8

CRM · fulfilment · comms · payments

System health · live

Data pipeline · connected

CRM logic · deployed

Lifecycle triggers · active

AI agent layer · configured

System health · all green

Data integrity · verified

The architecture

Layer 01

Data pipelines

Every order, message and event flowing into one clean, connected source of truth — no silos, no stale records.

Layer 02

CRM logic

Segments, lifecycle stages and VIP scoring computed continuously, so every customer record knows its own context.

Layer 03

Automation architecture

Behaviour-driven triggers wired to every channel — the rails the AI agent layer runs on.

weGAS IntelligenceReadiness: 96%

Your data foundation is AI-ready — the number-one blocker most businesses never clear.

All 12 pipelines are connected and integrity is verified hourly. This is why AI resolution sits at 87.6% — the models are only as good as the data underneath, and yours is clean.

Recommendconnect the remaining loyalty-platform source to lift coverage to 100% and unlock points-aware automations.

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Automation

Meridian Retail Group · the work that runs itself

Export

Active workflows

34

running across 5 channels

Actions fired · today

1,284

9.2%vs yesterday

Revenue recovered · MTD

R47,200

22%vs last month

Team hours saved

320/mo

≈ 2 full-time roles

Live workflow · cart recovery

↓ Trigger · Cart abandoned 2hr

→

SMS recovery flow fired

→

Log to CRM complete

→

✓ R3,840 recovered

Automations · running now

Workflow	Trigger	Fired · MTD	Status
Cart abandonment recovery	Cart idle · 2hr	3,180	Running
VIP re-engagement	Inactive · 21d	1,840	Running
Delivery delay apology	Order age · 4d+	2,630	Running
Post-purchase review request	Order delivered	4,120	Running
Discount intent offer	Discount asked	980	Testing

weGAS IntelligenceEst. impact: +R38K/mo

The discount-intent workflow is still in testing — but converting at 34% on the traffic it does see.

980 high-intent discount requests were routed through it this month. Promoting it to live would extend it to the full 1,620 monthly requests.

Recommendgraduate the discount-intent offer to live, capped at 10% for non-VIP customers.

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Channels & Relationships

Meridian Retail Group · every conversation is intelligence

Export

Active channels

5

WhatsApp · SMS · email · web · IG

Messages · this month

42,600

16.1%vs last month

VIP relationships

3,840

58% of revenue

Avg response

1.2min

2.4minfaster

Channels · volume this month

18,400

primary channel

Web chat

11,200

on-site

Email

7,900

async

SMS

3,300

recovery flows

Instagram

1,800

growing

A live conversation

Thabo Mokoena · VIP

TM

I've been trying to get this resolved for three weeks. Nobody gets back to me.

AI

I completely understand your frustration, Thabo. Let me pull up your account right now and make sure this gets resolved today.

Intelligence surfaced

⚠ Churn risk · high ⏱ 47 days unresolved ★ VIP · R18,420 ↑ Retention opportunity

AI recommendationEscalate immediately. Offer a direct callback within 2 hours before this relationship is lost.

Relationship health

Engaged · last 7d

54%

Slowing · 8–20d

24%

At risk · 21d+

15%

Churning · negative sentiment

7%

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Customers

Meridian Retail Group · Customer Management

Export

Total customers

712,480

2.7%

VIP customers

64,120

9% of base · 58% of revenue

At-risk customers

2,630

+18%this week

New this month

18,920

14.3%

Customer list · click any customer for full profile

Customer	Segment	Lifetime	Location	Status
Thabo Mokoena	VIP	R24,840	Johannesburg	Escalated ↗
Naledi Khumalo	VIP	R18,420	Johannesburg	Active
Aisha Petersen	Repeat buyer	R12,800	Cape Town	Active
Sipho Dlamini	Repeat buyer	R9,240	Durban	Issue open
Zanele Moyo	First-time	R3,840	Pretoria	Active
Kagiso Radebe	Repeat buyer	R7,120	Johannesburg	Refund pending

the future isn'tslowing down.

data readiness. the number one blocker to ai.

automation with a human layer.

automation

sales & support

the insight engine

your data is already talking. we help you hear it.

customer intel

risk signals

operational

relationship health

when everything shifts, what holds?

AI Intelligence

Thabo Mokoena

Infrastructure

Automation

Channels & Relationships

Customers

the future isn't
slowing down.