Breaking language barriers AI agent for WeChat

BICS is a leading global communications platform company, carrying 6.8 billion messages and 7 billion voice calls annually across international telecommunications networks, with more than €1 billion in revenue. To better support Chinese enterprise customers, BICS used an AI support agent to extend its customer support operations into the WeChat ecosystem — one of the most technically restricted and privacy-regulated digital platforms globally.

Logo BICS_Cognigy

Real-time

Chinese-English translation

 

Increased

Customer satisfaction

Automated

Support channel

The challenge

BICS wanted to provide Chinese customers with the same seamless support experience already available through webchat and WhatsApp channels. However, extending enterprise customer support into WeChat introduced major technical and operational challenges.

WeChat’s ecosystem imposes strict API limitations, restricted UI customization capabilities, and strong privacy constraints, which makes it difficult to integrate enterprise-grade support flows and customer authentication mechanisms. Language barriers between Chinese-speaking customers and English-speaking service specialists added further friction to the project.

The challenge was integrating an AI support agent into WeChat by designing the entire support architecture capable of enabling secure, multilingual, cross-border customer communication within one of the world’s most constrained messaging ecosystems.

wechat bics story challenge
Malcolm Chan - Edited
“Instead of forcing customers into unfamiliar support channels, we brought our support experience directly into WeChat: the platform they already trust and use every day.”
Malcolm Chan,
Senior Vice President, Enterprise, Asia Pacific at BICS

The solution

BICS implemented an AI agent for WeChat support that extends its existing global support operations directly into the WeChat ecosystem without requiring a separate regional support setup. Instead of rebuilding customer service flows specifically for China, the solution connects WeChat interactions with BICS’ existing support infrastructure while maintaining operational continuity across channels.

To operate within WeChat’s restricted environment, BICS introduced customized authentication for secure customer verification and implemented real-time English-Chinese translation between customers and the global service team. This enabled Chinese users to communicate naturally inside WeChat while allowing English-speaking support operations to continue working within their existing processes.

Bics wechat story

The impact

The WeChat AI agent significantly improved accessibility and usability for BICS’ Chinese customers by allowing them to interact with support teams directly within the platform they already use daily.

Customers could communicate naturally in Chinese instead of navigating English-language support channels, resulting in smoother support interactions and increased customer satisfaction. Support requests can now be handled efficiently across existing global teams without introducing separate regional support structures.

The implementation also proved that enterprise-grade customer support workflows, including authentication and multilingual communication, can successfully operate inside highly restricted messaging ecosystems like WeChat.

KPI1_30

AI on WeChat

KPI2_100

No language barrier

KPI_Integration

Salesforce Integration
Malcolm Chan - Edited
Name

Malcolm Chan

Senior Vice President, Enterprise, Asia Pacific @ BICS


quote

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 advancements in Generative AI and NiCE Cognigy's excellent platform serving as a support foundation."

Want the same success with NiCE Cognigy?

Use AI to deliver better service and reduce costs, while supporting customers and service teams. Around the clock, at scale.