BICS Breaks Tech and Language Barriers for Chinese Customers with AI Agent for WeChat

BICS introduces a WeChat AI Agent for its customers in China, developed with Cognigy, translating Chinese inquiries for English support teams, and overcoming regulatory and privacy challenges.

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Real-Time

Translation (English-Chinese)

Increased

User Satisfaction

Tech

Breakthrough

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About BICS

BICS is a leading global communications platform company, connecting everything, everywhere.

Carrying 6.8 billion messages around the world & 7 billion voice calls per annum
€1B+ Revenue

 

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BICS AI Agent

Is Available on WeChat for BICS’ Chinese Customers
Offers Real-Time Translation (English-Chinese)
Breaks Languages Barriers for Customer Support Team

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Results

Extended Support Solution

WeChat as New Automated Channel

Increased Customer Satisfaction

 

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Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS

quote

This is a significant enhancement to the user experience for our Chinese customers, it not only tailors our chatbot services, available in most other markets, to the region but also meets our customers where they are.

 

The Challenge

BICS, a global communications enabler, aimed to extend its seamless customer support experience to Chinese users through WeChat, facing unique challenges.

WeChat's complex API integration and stringent privacy measures, including restrictions on UI modifications, presented obstacles.

The need for innovative solutions to conduct identification checks within WeChat's limitations added complexity to the project.

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The Solution

To overcome these hurdles, BICS devised a novel approach. An intermediary layer was onboarded to navigate WeChat's API intricacies and seamlessly integrate with Cognigy and Salesforce.

This solution allowed for effective communication between WeChat users and BICS support, overcoming UI and legal restrictions. Furthermore, BICS implemented its own secure SMS/OTP solution for identity verification, addressing WeChat's privacy constraints.

The team successfully extended their existing Support Center solution, originally designed for webchat and WhatsApp, to include WeChat.

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The Impact

The implementation of the BICS WeChat AI Agent has revolutionized customer support for Chinese users. Now, customers can effortlessly connect with BICS through their preferred WeChat platform, conducting support interactions in their native language. The success is measured by the streamlined support cases handled via WeChat and enhanced user experience. This solution has not only addressed the technical challenges but has also ensured compliance with WeChat's regulations, making it a pivotal achievement for BICS in serving its expanding Chinese customer base.

For this trailblazing move, BICS was honored by Cognigy with the Tech Champion Award in February 2024, marking a significant milestone in its commitment to innovative and effective customer communication solutions.

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AI on WeChat

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Real-Time Translation

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Salesforce Integration

Malcolm Chan - Edited

We are proud that our Chinese users can easily make queries in their mother tongue while accessing BICS’ global support team, made possible by recent advances in Generative AI and the excellent support and platform from Cognigy serving as foundation.

Malcolm Chan, Senior Vice President, Enterprise, Asia Pacific at BICS

 

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