Customer Success at a Glance
How one of the largest telecommunications companies in Malaysia manages 50K+ daily customer interactions with Nubitel CX and chatbot automation.
53.8K+
Daily customer interactions across voice, live chat, social media and email
30K
Average daily chatbot chats
76%
Chatbot chats resolved or deflected
24%
Chatbot chats routed to human agents
Solution & Channels
Platform
- Nubitel CX — AI-ready CCaaS platform
Customer interaction channels
Voice calls, live chat, Facebook Messenger and email.
Core capabilities
- API-based integration with the organisation’s existing systems
- Omnichannel customer interaction management
- Chatbot automation for high-volume enquiries
- AI-powered conversation analytics
- Structured quality monitoring and evaluation
Key Outcomes
- Streamlined management of customer interactions across channels
- Greater visibility into agent and interaction performance
- More consistent quality monitoring across customer conversations
- Automated handling of high-volume enquiries through chatbot deployment
- Actionable insights to support service and performance improvement
- A scalable foundation for growing customer interaction volumes
AI chatbot performance
The chatbot handles an average of 30,000 chats daily, with 76% resolved or deflected and 24% routed to human agents.
About the Organisation
One of the largest telecommunications companies in Malaysia
53,800+ customer interactions every day puts customer engagement at a different scale.
For one of Malaysia’s largest telecommunications companies, customer service spans voice calls, live chat, social messaging and email, creating a complex environment for managing conversations, service quality and agent performance across channels.
Meeting this volume requires more than channel coverage. It calls for a connected technology foundation that brings systems and customer touchpoints together while creating opportunities to automate high-volume enquiries.
Nubitel CX provides that foundation through ecosystem integration, omnichannel engagement, AI Conversation Analytics and Quality Management, with chatbot automation demonstrating how AI can take on a substantial share of customer conversations at scale.
The Challenge
Managing customer service at large scale
As one of Malaysia’s top telco companies, the organisation manages a substantial volume of customer interactions across multiple communication channels.
Every day, the operation records:
- 37,000+ calls
- 13,000+ live chats
- 800+ Facebook DMs
- 3,000+ emails
That adds up to 53,800+ customer interactions daily.
With customer interactions spanning voice and digital channels, the organisation needed a platform to support omnichannel engagement, improve visibility into agent and interaction performance, and strengthen quality monitoring. Integrating existing business systems was also important to make relevant information available to support customer service needs.
The Solution
Nubitel CX: An AI-ready CCaaS platform for high-volume customer engagement and service quality
1. Ecosystem integration
Connecting existing systems
2. Omnichannel engagement
Managing interactions across channels
3. Chatbot automation
Automating high-volume customer conversations
4. AI conversation analytics
Turning 100% of customer conversations into insights
5. Quality management
Supporting consistent quality assurance
To support the scale and complexity of the operation, we deployed Nubitel CX, an AI-ready CCaaS platform that enables omnichannel customer engagement, chatbot automation, AI Conversation Analytics, Quality Management, and API-based integration with existing business systems.
1. Ecosystem integration: Connecting existing systems
Nubitel CX integrates with the organisation’s existing technology ecosystem through APIs, connecting customer engagement workflows with relevant business systems and data.
This integration enables seamless service journeys across customer, product, service, and billing information, while supporting self-service through digital channels. Customers can access relevant information and complete supported requests more efficiently, reducing the need for manual service interactions.
2. Omnichannel engagement: Managing interactions across channels
Nubitel CX provides a unified environment for managing voice, live chat, social messaging and email interactions.
Through Nubitel Agent Workbench, interactions across supported channels can be managed within a centralized workspace, providing a more connected way to handle customer conversations and interaction queues.
For an operation handling 53,800+ interactions per day, this provides the foundation for managing customer engagement across multiple touchpoints at scale.
3. Chatbot automation: Automating high-volume customer conversations
A key part of our deployment is the use of AI-powered chatbots to manage customer enquiries at scale.
The chatbot handles an average of 30,000 chats daily, resolving 76% through AI while routing just 24% to human agents when further assistance is required.
This demonstrates the chatbot’s ability to automate high-volume customer interactions efficiently, while ensuring customers can seamlessly access human support when needed.
4. AI conversation analytics: Turning 100% of customer conversations into insights
Nubitel Conversation Analytics helps transform customer conversation data into actionable insights, giving the organisation a clearer view of what is happening across the contact centre and how agents are performing.
By analysing 100% of customer interactions at scale, the solution surfaces key insights such as conversation trends, sentiment, CSAT, and agent performance – helping identify emerging issues, uncover opportunities for improvement, and drive more consistent customer service.
5. Quality management: Supporting consistent quality assurance
Nubitel Quality Management supports structured monitoring and evaluation of customer conversations.
For a contact centre managing high interaction volumes across multiple channels, a consistent approach to quality monitoring helps establish greater visibility into service delivery and agent performance.
The Results
Consistent, scalable customer experiences with automation and actionable insights
53,800+
Total daily customer interactions
30,000
Average daily AI chatbot chats
76%
Resolved or deflected by AI
24%
Routed to human agents
Nubitel CX provides a scalable foundation for one of the largest telco companies in Malaysia to manage its high-volume customer service operations. Its chatbot demonstrates the impact of automation, handling an average of 30,000 chats daily, with 76% resolved or deflected by the chatbot and 24% routed to human agents.
Beyond chatbot automation, Nubitel CX brings omnichannel engagement, conversation analytics and quality management together to support more connected operations, better performance visibility and continuous service improvement.
- Automating high-volume customer interactions
With 30,000 daily chatbot chats and 76% resolved or deflected, chatbot automation helps manage routine enquiries at scale while routing the remaining 24% to human agents for further support.
- Streamlined operations across multiple communication channels
A unified environment for managing customer interactions across voice, live chat, social messaging and email.
- Improved visibility into agent and interaction performance
Greater visibility into customer interactions and agent performance to support informed operational management.
- More consistent quality monitoring across customer conversations
A structured approach to monitoring service quality across a large volume of customer conversations.
- Scalable infrastructure to support growing interaction volumes
A contact center platform designed to support increasing interaction volumes across multiple customer touchpoints.
- From high-volume interactions to actionable CX insights
By bringing customer interactions, conversation intelligence and quality management together, Nubitel CX helps transform high volumes of customer conversations into actionable insights for customer service and performance management.
For a top telco company in Malaysia, managing 53,800+ daily customer interactions calls for a customer engagement platform that can scale with demand while supporting service quality and performance.
With chatbot automation resolving or deflecting 76% of an average 30,000 daily chats, Nubitel CX demonstrates how AI can help manage high-volume enquiries at scale. Combined with ecosystem integration, omnichannel engagement, AI Conversation Analytics and Quality Management, it provides a connected foundation for streamlining customer service, improving performance visibility and turning customer conversations into actionable CX insights.
As customer expectations and interaction volumes continue to evolve, Nubitel CX provides the scalability, intelligence, and connected capabilities needed to support the organisation’s next stage of customer engagement.
