Sales Automation
UIB needed a scalable, low-latency, and localized platform for conversational commerce so clients like Transnasional could own customer data, meet Malaysian data residency requirements, and move ticket sales off third-party agents.
Reported impact
The platform helped Transnasional move more than 60% of ticket sales to WhatsApp, retain 100% of its customer data, and replace OTA dependency with a direct conversational sales channel.
UIB built a WhatsApp-based conversational commerce platform on Google Cloud for clients that need direct digital sales channels. The system runs on Google Kubernetes Engine (GKE), which automatically scales with chatbot demand without requiring extra hardware, giving the company a reliable base for revenue-generating customer conversations. UIB added Gemini and Gemma to provide the natural-language layer for the ticketing experience, while Cloud Storage near Malaysia keeps customer information in a company-controlled environment that satisfies localization and latency requirements. In production, this architecture integrates with Transnasional's public transportation ticketing workflow so passengers can discover, book, and complete transactions through WhatsApp instead of external online travel agents. The result is a governed conversational commerce stack that combines messaging, AI, and localized storage on one cloud platform.
Passengers start on WhatsApp, where the UIB platform running on GKE handles traffic spikes, routes conversational requests through Gemini and Gemma for language understanding, and stores customer data in Cloud Storage located near Malaysia so Transnasional can complete ticket sales while keeping the data in its own environment.
Beyond processing, UIB also uses Gemini and Gemma to power the interface’s natural language capabilities.
Converted more than 60% of ticket sales to WhatsApp
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.
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.
Together, UIB and Transnasional launched the first WhatsApp-based public transportation ticketing solution in Malaysia.
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