The client
Blue Life Pools (Tampa, Florida) is a pool maintenance company of ~20 people, 11 of them field technicians. Its operation depended on the knowledge of a few experts —diagnosis, procedures, water chemistry, equipment—, know-how that lived in their heads and wasn't available, at the right moment, to the technician standing in front of the pool.
The challenge
- Operational knowledge trapped in people, not in the organization.
- Field technicians with no instant access to expert criterion → inconsistent decisions, rework, and dependence on the supervisor.
- Live operational data (opportunities, clients, assignments) locked in SharePoint, inaccessible from the field.
- A practical constraint: no installing another app. The team already lives in WhatsApp.
The solution
CepoBIA built an operational agent on WhatsApp with Claude as the brain. A single number, two modes depending on the role of whoever writes:
- Mentor mode (CEO + star supervisor): they capture and curate institutional knowledge by conversing with the agent; what's approved is promoted to the base the technicians consult.
- Apprentice mode (technicians): they ask in natural language and receive calibrated, cited answers, with escalation to the supervisor when confidence is low.
Key capabilities
- Multimodal: text, photos (equipment/water analysis), and transcribed voice notes.
- Role-based access with row-level control: each technician sees only the opportunities assigned to them (matched by their phone against SharePoint); CEO and supervisor see everything.
- Live queries of operational data in SharePoint via Microsoft Graph.
- Case logging for quality sampling and continuous improvement.
Results
- In production on Blue Life's dedicated number: the team uses it from the WhatsApp they already had, without installing anything new.
- The experts' knowledge is now captured in a living base, owned by Blue Life, that grows with every CEO/supervisor session.
- Each technician accesses expert criterion instantly, in Spanish, from the field — and only the information that pertains to them (security by design, least privilege).
- Efficient infrastructure: a post-launch optimization cut the base cloud cost by more than half while keeping all functionality — sustainable for a small or mid-size business.
The tripartite stack
Azure Container Apps, Cosmos DB, and SharePoint.
Claude Sonnet 4.5 for reasoning and tool use; Haiku 4.5 for routing.
WhatsApp as the channel.
Deployed on the client's own cloud; the code and methodology are CepoBIA IP.
The difference
In a world where everyone has the same AI, the differentiator is criterion. We didn't sell “an agent”: we organized and delegated Blue Life's work with criterion —brand, engineering, and professional— to liberate the knowledge that was trapped and put it to work in the field.