A mobile operator brings every customer channel into one inbox, run by a team it now employs.
A mobile network operator in Southeast Asia. Client name withheld under NDA.
The challenge
- Customer conversations were spread across WhatsApp, social messaging, web chat and the call centre, with no shared history and inconsistent response times.
- Routine balance, plan and roaming queries consumed agent capacity that should have gone to retention and complex cases.
- Previous vendor-run tooling left the operator dependent on external change requests for every workflow adjustment.
Solution Architecture first
- Solution Architecture phase covering channel consolidation, BSS/OSS integration for live account data, AI agent scope and escalation design.
- A roadmap sequencing channel migration, AI agent rollout by query type and the in-house operating model, with a locked budget.
- A data design that feeds conversation and resolution data into the operator's analytics platform for churn and experience models.
Recruit · Train · Manage
Specialists embedded as a service; engineers recruited as the client's own employees and managed by Webist.
- Specialists as a service: Project Manager, Solution Architect, DevOps Engineer and QA Lead.
- In-house integration and application engineers recruited to the roadmap's capability slots, trained on the platform during the build and retained to run it.
- Conversational AI agents configured on the operator's own knowledge base with human handover rules per query type.
- SpecialistsPM, SA, DevOps, QA
- EngineersIntegration and application engineers on the operator's payroll
- Timeline4 weeks design · channels migrated one at a time · AI agents rolled out by query type
- GovernanceWebist Remote Management System; per-channel SLA reporting
Outcomes
WhatsApp, social messaging, web chat and call-centre conversations with one shared history
Routine balance, plan and roaming queries handled by AI agents with human handover rules
Integration and application engineers trained during the build and retained to operate the platform
Conversation and resolution data feeding the operator's analytics platform
Technology Leadership Services
Senior specialists as a service, with your own engineering team built under them
See the service →CRM and AI Customer Engagement
Omnichannel engagement with conversational AI built in
See the service →Data + AI
Ontology-first data platforms and agentic AI that acts
See the service →Energy major: a $12M predictive maintenance programme rescued in 90 days
Read the story →Regional bank: a digital lending team stood up without a nine-month hiring cycle
Read the story →Airline group: a digital platform team built to survive fare-sale peaks
Read the story →Start with a free 30-minute discovery call.
Tell us where you are. You get an estimated quotation within 48 hours, a clear plan, and a working team in eight weeks.