Confidential Client
Conversations that scale without losing their voice.
An AI chatbot platform that answers customers instantly on Viber, delivers campaigns automatically and still sounds like the brand behind it.
- Client
- Confidential Client
- Industry
- Technology & communications
- Region
- Cyprus
- Engagement
- AI, Automation, Platform
- Year
- 2026
Impact at a glance
Key metrics delivered through the engagement
-60%
Reduction in first response time
+42%
Lift in campaign engagement
24/7
Coverage without added headcount
03
Conversation journeys automated
Customer conversations that couldn't scale with demand.
Support and campaign messaging were handled manually, creating slow response times and inconsistent customer experiences as demand for instant communication grew.
Respond to customers instantly
Reduce the time between a customer message and a useful reply.
Scale campaign delivery
Support marketing campaigns without adding manual workload.
Keep conversations on-brand
Ensure automated responses still feel consistent with the brand voice.
Automation designed around real conversations.
Impact mapped the most common customer journeys and campaign scenarios before designing an AI-driven chatbot architecture built for Viber's platform.
Discover
Analysing existing customer conversations and campaign delivery bottlenecks.
Define
Mapping conversation flows and campaign logic for the chatbot to handle.
Design
Designing a conversational experience that stays consistent with brand tone.
Deliver
Building and integrating an intelligent chatbot platform on Viber.
An intelligent chatbot platform built for instant, on-brand communication.
Automated Conversations
Instant, intelligent responses to common customer questions around the clock.
Campaign Delivery
Automated, targeted campaign messaging delivered directly through Viber.
Response Analytics
Visibility into response times and engagement to keep improving the experience.
A conversation that fits any screen.
Customers reach the assistant from whichever device is closest, and the experience stays identical across all of them.
Predictable flows
Conversation paths behave the same whether opened on desktop Viber or a phone.
Consistent brand voice
Tone, formatting and quick replies stay uniform across every entry point.
Accessible replies
Message length and structure tuned for quick reading on a small screen.
Faster responses, better customer communication.
-60%
Reduction in Response Time
3x
Conversations Handled
+42%
Campaign Engagement
24/7
Support Availability
Instant Customer Support
Customers get useful answers immediately, any time of day, without waiting for an agent to become available.
Consistent Brand Voice
Automated conversations that still feel personal and on-brand, so scale never comes at the cost of tone.
Higher Campaign Engagement
Targeted messaging delivered natively through Viber reaches customers where they already are and converts more of them.
Reduced Manual Workload
Routine questions resolve themselves, letting the team spend its time on the conversations that genuinely need a person.
"Our team stopped drowning in repetitive questions almost immediately. The bot handles the routine traffic and we finally have the space to deal with the conversations that actually matter."
Elena Papadopoulou
Head of Customer Operations, Confidential Client
Capabilities brought together
AI Solutions
Workflow Automation
Conversational DesignTechnology Integration
Chatbot DevelopmentCampaign Automation
Analytics & ReportingPlatform Integration
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