A telecommunications provider needed to improve how customers accessed support services while reducing the growing workload placed on its customer service teams.

Customers frequently contacted support centres for routine requests such as account information, service status updates, billing queries, and service changes. These interactions consumed significant resources and created long response times for customers.

Kobliat implemented a messaging-based self-service solution that allows customers to resolve common service requests through automated conversational interactions. By connecting messaging channels with the provider’s operational systems, customers can now access information and perform routine actions instantly without waiting for support agents.

The telecommunications provider was experiencing rapidly increasing support volumes across multiple communication channels. Many of these interactions were routine enquiries that could potentially be automated.

Support teams spent a large amount of time handling repetitive requests such as account lookups, billing enquiries, and service status checks. This reduced the availability of agents to handle more complex customer issues and increased operational costs.

The organisation required a solution that could automate routine service interactions while maintaining a natural and accessible customer experience.

Kobliat deployed an intelligent messaging-based self-service solution that allows customers to resolve routine requests through conversational interactions.

Customers can interact with the platform through messaging channels to retrieve account information, check service status, access billing information, and complete service requests. The system integrates directly with the organisation’s operational platforms, enabling real-time access to customer data and service systems.

By combining conversational automation with enterprise system integrations, Kobliat created a scalable self-service environment that improves accessibility while reducing pressure on support teams.

The messaging-based self-service deployment significantly improved how customers interact with the organisation’s support services. Customers can now access key information and complete routine service requests instantly through messaging interactions.

The automation reduced the number of routine enquiries handled by support teams, allowing agents to focus on more complex issues and improving overall service responsiveness.

By enabling customers to resolve issues independently, the organisation improved both operational efficiency and customer satisfaction.