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.

Industry

Telecommunications

Engagement

Platform + team build

Team

Specialists + in-house engineers

Design phase

4 weeks

What was stuck

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.

What we designed

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.

Who we deployed

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