Gohub accelerates 24/7 customer support with AI Agent

Gohub accelerates 24/7 customer support with AI Agent

About Gohub

Gohub began with the ambition to "bring the world closer with every journey." As a leading brand in Vietnam for international travel SIM services, Gohub makes it easy for Vietnamese travelers to explore the world with strong connectivity, affordable rates, and trustworthy support.

Serving both physical SIMs and eSIMs for over 100 countries, Gohub is dedicated to creating a seamless customer experience, from online SIM ordering and home delivery to activation guidance and reliable cross-border support, anytime and anywhere.

Thanks to Filum.ai, Gohub can support customers worldwide 24/7, across all time zones. Faster response times, centralized operations, cost savings, and a consistently professional experience – that’s the value Filum brings us.

Le Thai Bao

Co-Founder & Head of Growth

When Customers Need 24/7 Support

In the international SIM card industry, “borderless” comes with a real challenge: a customer's journey might begin at Noi Bai Airport, then continue at Narita, Seoul, Sydney, Paris, or Los Angeles. Every destination means a different time zone. Hence, every issue, whether it’s a connection error, activation problem, or a usage question, requires instant support.

Before partnering with Filum.ai, Gohub made significant investments in its customer service team to ensure prompt support. However, as the business expanded globally, a growing dilemma emerged: skyrocketing overnight staffing costs still couldn’t guarantee complete coverage, especially with customer inquiries coming in via Facebook, Zalo OA, WhatsApp, Shopee, Lazada, and more. Conversations were fragmented, making it nearly impossible to maintain a complete customer service history.

Oftentimes, teams worked through the night to ensure every "touchpoint" was covered. This was especially vital for an international SIM product, where even a minute’s delay could disrupt a customer’s work, communication, or urgent travel needs.

"There were nights when a customer messaged from a foreign airport in the middle of the night, and any delay could mean missing a flight or losing connectivity instantly. That's real pressure if you rely on manual methods."
- Mr. Minh, Head of Operations & Customer Service at Gohub

The Drive for Smart Operations and Fulfilling the 24/7 Promise

Through hundreds of weekly interactions, Gohub realized: the greatest value isn’t in the size of the support team, but in their ability to provide consistent response. It's important to bring peace of mind whenever and wherever customers need help. Relying solely on people brought massive costs, limited scalability, easy data loss, and buried customer insights.

When Gohub discovered Filum AI, they set high expectations for a platform that could:

• Consolidate all conversations into a single hub to control service history and quality.

• Guarantee instant, round-the-clock responses on every channel—without the need for overnight shifts.

• Detect and prioritize urgent cases, alerting the team to provide timely, just-in-time support.

Putting Technology at the Heart of Customer Service

To fulfill its promise of “always being there for customers on every journey,” Gohub teamed up with Filum.ai to deploy an AI Agent for multichannel customer service.

Deployment took place in two phases:

Phase 1: Building a Unified Multichannel Contact Center

Filum Contact Center product interface – part of the Customer Service AI suite

Within just two weeks, Gohub and Filum integrated all platforms (Facebook, Zalo, WhatsApp, Shopee, Lazada, Lark) into a centralized system. Now, every customer, no matter when or where they message, receives consistent and immediate support, minimizing delays and missed requests.

Phase 2: Integrating a 24/7 AI Agent

Once the system was stable, Gohub focused on building a comprehensive product knowledge base, guides, troubleshooting cases, and customer FAQs to train the Filum AI Agent.

Three rounds of beta testing followed, simulating real-life scenarios: activating a SIM card in the US at 2 AM, eSIM inquiries in Europe, Thai data package consultations during Tet, etc. The AI Agent quickly achieved over 90% accuracy on common, repetitive, and status-check queries.

By the end of April 2025, Gohub’s AI Agent was fully operational, providing 24/7 instant responses across all channels. It is never tired or missing a conversation. This helps free up staff to focus on emotional, complex, or crisis cases.

Connected – Proactive – Personalized at Every Step

Filum AI Agent empowered Gohub to fully embrace the “AI first, Customer first” model:

• Lightning-fast responses across time zones: No matter where the customer is - Korea, Australia, or an island nation - the AI Agent provides instant 24/7 support.

• Up to 60% savings on overnight labor costs: No more overtime worries during peak seasons, with analytics showing a steady month-over-month increase in issues resolved by AI.

• Significantly fewer missed cases, higher consistency: A unified center streamlines service records, minimizes errors, and enables ongoing improvements in training and process optimization.

• Empathy & timely escalation: For urgent cases, such as SIM signal loss, connectivity issues while abroad, the AI system quickly flags and escalates to the right staff without anyone being left stranded.

Challenges & Next Steps

During this transformation, Gohub faced the challenge of standardizing data and building a deep enough knowledge base for the AI Agent to handle specialized scenarios. The team had to continually update content and collaborate closely with Filum to ensure the AI “learns quickly, answers accurately, and supports reliably.”

Mr. Bao, Gohub’s Growth Director, shared: "Handing over to AI isn’t ‘replacing people’. It allows our team to focus on knowledge-intensive, emotional, or complex cases, while customers always receive uninterrupted support, no matter the timezone."

The Gohub team understands that AI Agent success depends on a persistent investment in knowledge curation, constant scenario updates, and personalized interactions for each customer segment (business, individual, group, or partner sales). Regular reviews and feedback loops ensure the AI continues to learn and improve every day.

Since adopting Filum AI Agent, Gohub confidently sets new standards for international SIM service in Vietnam, with future goals to:

• Deepen conversation data analysis for segment-based, personalized customer care.

• Expand automation to after-sales and upsell services for international travelers.

• Enable multilingual support for foreign customers buying Vietnamese SIMs, solidifying their leadership in “borderless service.”

Conclusion

By transforming with Filum, Gohub has shown that bold AI investment not only cuts costs but also sets a new benchmark for international travel SIM customer service. Now, cross-border journeys for Vietnamese travelers are more connected and worry-free than ever.

Want your business to accelerate cross-channel, around-the-clock customer care like Gohub? Contact Filum.ai to experience a battle-tested AI Agent today!