Ai Integrations Google

StarHub Delivers Omnichannel Support with Sozhaa

Project details

Category ,
Date July 12, 2025
Website www.google.com
Author admin
How it works:

StarHub partnered with Sozhaa’s AI-powered conversational platform to create a seamless, omnichannel support experience across WhatsApp, website chat, mobile app, and Facebook Messenger. With Sozhaa’s intelligent virtual assistant, customers could easily get help with billing, network issues, device upgrades, and plan details—anytime, on their preferred channel. The virtual assistant offered quick, personalized replies with natural language understanding and contextual memory.
Sozhaa’s automation engine also enabled dynamic workflows for account management, troubleshooting, and escalations, reducing the need for manual support. If users needed human assistance, the system seamlessly routed chats to live agents with full context. This hybrid approach not only improved support speed but also ensured a consistent, high-quality customer experience across all digital touchpoints.
StarHub partnered with Haptik’s AI-powered conversational platform to create a seamless, omnichannel support experience across WhatsApp, website chat, mobile app, and Facebook Messenger
StarHub partnered with Haptik’s AI-powered conversational platform to create a seamless, omnichannel support experience across WhatsApp, website chat, mobile app, and Facebook Messenger
Our challange:
StarHub was receiving a high volume of customer queries across multiple channels, but the experience was fragmented and inefficient. Customers had to repeat information across platforms, and agents struggled with context switching. Support teams were overwhelmed, response times were inconsistent, and user satisfaction was declining. StarHub needed a unified system that could offer consistent, fast, and automated support—without sacrificing personalization.
Why did StarHub adopt an omnichannel strategy ?

Customers today engage across various platforms—WhatsApp, web, app, and social. StarHub wanted to meet them where they are, without forcing them to switch channels or repeat themselves, ensuring smoother journeys.

How does Sozhaa help unify support across platforms ?
Sozhaa’s platform syncs all conversations into one dashboard, retaining user context. Whether someone starts a chat on WhatsApp or switches to the app, the assistant remembers the history and continues without interruption.
What kinds of queries does the AI assistant handle ?

It covers billing issues, data usage checks, plan upgrades, device troubleshooting, and more. The assistant provides instant answers and even walks users through complex actions step by step.

How is live agent handoff handled ?

If the assistant can’t resolve a query, it transfers the chat to a human agent—complete with chat history and user details. This ensures faster resolutions and eliminates frustration for customers.

How did the solution affect agent workload ?

Automation deflected a large share of repetitive queries, allowing agents to focus on high-priority or complex cases. This reduced agent burnout and improved support center productivity.

Was the customer response positive ?

Yes, customers reported faster support and appreciated the flexibility of getting help on their terms. Satisfaction scores increased, and many users preferred the assistant over calling a helpline.
Achievement:
With Sozhaa’s conversational AI, StarHub achieved a 70% automation rate across digital channels, leading to a 45% reduction in average resolution time and a significant rise in CSAT scores. The unified assistant handled thousands of queries daily while delivering consistent messaging, instant responses, and frictionless handoffs to agents when needed. StarHub not only streamlined operations but also delivered an elevated, modern support experience that matched evolving customer expectations—making omnichannel truly effective.
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