Case Study: UST Global achieves 24/7 lower-cost, improved employee support with Workplace from Meta

Transform employee experience using chat bots for support

UST Global, a multinational digital and IT services provider, needed faster, lower‑cost support for a distributed, mobile workforce and aimed to modernize employee experience through conversational tools. To meet this challenge, UST Global deployed the chatbot “Dia” on Workplace from Meta to automate support interactions, ticketing, and employee query handling.

Using Workplace from Meta, Dia automatically categorizes and creates support tickets, provides real‑time status updates, and resolves many routine queries without human intervention. The implementation freed agents from repetitive tasks, delivered 24/7 availability, and streamlined service delivery—reducing support costs and improving the overall employee experience through more efficient self‑service workflows.

UST Global