We have been running chat support for two Spanish neotelcos for over a year. Two products that look nothing alike, and the same split of the work: Sumgrey AI takes the day to day, and the team takes what genuinely deserves a person.
Same system underneath, same split of the work. The product and the audience, each their own.
Sumgrey AI runs the entire channel and handles the day to day: access, tariffs, promotions, data changes and service incidents. The human team keeps two things — billing and cancellations — which are exactly the ones where a customer has money on the line or is walking out of the door. With everything else taken off them, those two get the attention they deserve.
A different product and a different audience: eSIM across Europe, and connectivity for students coming to study in Spain. Fast sign-ups, plenty of configuration questions and a seasonality that follows the academic calendar. The same system underneath, with its own knowledge and its own procedures behind it.
Four months of the WhatsApp operation, June to September 2026. Each conversation counts once: either Sumgrey AI closed it end to end, or a person was inside it at some point.
Six conversations in ten never reach a person. The other four arrive with the thread already read and the reason already classified.
The fourteen categories the chat comes in under across both operations, grouped by what is being asked for. Service cancellation and outstanding billing always go to a person: those are the two handled separately, with time.
Over a year running both, with control over what comes in, what resolves on its own and what a person has to see. What is built here replicates: the knowledge and the procedures change, the way of working does not.
Figures from the WhatsApp operation between June and September 2026. The categories are from both operations.
A straight conversation about your volume, your channels and where to start. No generic proposal.