# How BICS uses Cognigy

As published on [cognigy.com](https://www.cognigy.com/en/case-study/bics). Captured by usedby on 2026-10-08.

- Company: [BICS](https://www.usedby.ai/companies/bics.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)
- Teams: Customer Support

## What the story says

BICS uses an AI support agent to extend its global customer support into WeChat for Chinese enterprise customers. The agent handles customer authentication and real-time English-Chinese translation, connecting WeChat conversations to BICS' existing support infrastructure and global service team.

Summary written by usedby from the source page, in English. The figures are those of Cognigy and BICS, not ours.

> 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.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the passage quoted above is copied word for word from the page, near the name of BICS.
- Checked: BICS uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/bics-cognigy · How we check: https://www.usedby.ai/methodology