Implemented secure, localized cloud storage
Migrated customer data to a company-owned cloud environment
Converted more than 60% of ticket sales to WhatsApp
UIB uses Google Kubernetes Engine as the foundation for conversational commerce that captures 60% of ticket sales.
UIB uses Google Kubernetes Engine as the foundation for conversational commerce that captures 60% of ticket sales.
Delivering on fast-paced customer communications
Customer expectations for what “fast” feels like are higher than ever. Across channels and industries, when customers want to interact with a business, they now expect that exchange to be instantaneous. UIB, a conversational AI platform, works closely with Google Cloud to help clients launch conversational commerce solutions that can meet customers where they are. The UIB team originally chose Google Cloud to consolidate onto one cloud stack and simplify operations. With that process streamlined, they could focus on better supporting client needs.
One of UIB’s clients, Transnasional, is the leading bus operator in Malaysia. The company was dependent on third-party online ticket agents (OTAs) to process and sell its transportation services. This legacy approach was both inconvenient to manage and also meant Transnasional didn’t own its customer data. The valuable transaction and customer relationship details resided with its OTA partners, so Transnasional’s ability to directly engage with passengers was limited.
The company wanted to build a more modern customer experience using WhatsApp that would help nurture more direct relationships with its customers. This would require a secure, reliable conversational ticketing platform that gave Transnasional control over its own data. “Reliability is crucial for client-facing conversational deployments like Transnasional’s because this is how they generate revenue,” the UIB team shares. “We trust Google Cloud to be that stable foundation.”
The new solution needed to be based on highly scalable, low-latency, and localized infrastructure to handle spiky chatbot traffic while meeting strict data residency requirements.
Reliability is crucial for client-facing conversational deployments like Transnasional’s because this is how they generate revenue. We trust Google Cloud to be that stable foundation.
Deepesh Trivedi
CEO, UIB
Crafting personalized, data-backed
customer experiences
Together, UIB and Transnasional launched the first WhatsApp-based public transportation ticketing solution in Malaysia. The custom platform relies on Google Kubernetes Engine (GKE), which can scale up or down automatically to handle chatbot traffic changes without needing to provision additional hardware.
Beyond processing, UIB also uses Gemini and Gemma to power the interface’s natural language capabilities. Transnasional can also store its customer data with Cloud Storage in cloud storage facilities near Malaysia to help fulfill strict data residency requirements while offering users ultra-low-latency experiences.
By eliminating reliance on third-party online travel agents, the company has established direct relationships with its passengers and is helping drive conversions. The company now owns and retains 100% of its customer data, and WhatsApp now accounts for more than 60% of Transnasional's total ticket sales. Data ownership means that Transnasional can focus on new solutions tailored to its customers and continue to deliver on changes to customer preferences and expectations without having to rethink its foundational technology.
UIB is an AI communications platform that helps enterprises connect with customers across channels through communications APIs, unified messaging, and AI-powered automation.
Industries: Technology, Startup
Location: Singapore
Products: Cloud Storage, Gemini, Gemma, Google Kubernetes Engine (GKE)
