99.5% faster response times with Agentic AI

Mobily is one of the largest wireless networks, providing coverage across Saudi Arabia and the wider region, and it operates one of the largest data center systems worldwide. With 1.2M customers and 3.9B$ in revenue, the telco provider runs at a scale where every second of response time in customer service counts. Mobily set out to minimize response times and ease the load on its contact centers with agentic AI by NiCE Cognigy.

Mobily new logo jul26

6 seconds

Response time with AI agent

8

Social channels integrated

Self-Service

Agentic payments, upgrades, etc.

About Mobily


Mobily Image Story

 

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The company

Mobily is one of the largest wireless networks, providing coverage in Saudi Arabia, as well as the region. Additionally, it is one of the largest data center systems worldwide.

Fast facts

Industry: Telecommunications Headquartered in: Saudi Arabia Customers: 1.2 Mio Revenue: US$ 3.9B Employees: 4,300

NiCE Cognigy use case

Customer-facing AI agents on 8 channels with integration into internal systems, and AI agents to support employees, enabled on MS Teams and integrated into service desk and HR systems

Results

First response time to the customers decreased from 20 minutes to 6 seconds. Automated self-service and payments through social channels. Increase in customer satisfaction.

The challenge

The telecommunications sector is exposed to rapid product innovation, tough competition from other major players, and ever-increasing consumer demands. Mobily's vision is to be ahead of time and to unlock possibilities as challenges approach.

Mobily's contact centers were handling high volumes of repetitive, high-frequency requests — billing questions, balance and data-usage checks, subscription changes, payments and recharges — where customers waited up to 20 minutes for a first response. Recognizing the potential of agentic AI and automation to create positive customer experiences, Mobily set out to reduce waiting times and streamline the entire journey for customers and service teams alike.

The plan was to resolve these requests instantly and autonomously across every channel customers already used, freeing service teams to focus on the conversations where they add the most value.

Mobily callcenter
Mubarak Mobily
Using NiCE Cognigy as our customer service platform has helped us build one unified agentic orchestration layer that is linked directly to eight channels. This has shortened development times, improved time to market, and it helps us gain higher customer satisfaction rates overall.
Mubarak Alharbi
Digital Experience General Manager @ Mobily

The solution

Mobily chose NiCE Cognigy for its scalable, modern architecture and the ease with which it integrates into existing systems. Its low-code capabilities and prebuilt connectors let Mobily's CX team design and adapt conversations themselves, without heavy IT involvement. This means a shorter time to market and the freedom to release more services, faster.

On this foundation, Mobily deployed customer-facing AI agents across eight channels, all connected into its internal systems. Instead of simply answering questions, the agents resolve requests autonomously and end to end, including automated self-service and payments across social channels.

When a request benefits from a human touch, the agent performs a warm handover with all context to a specialist, who can pick up the conversation seamlessly and hand it back at any time.

The same platform reaches beyond customer service: Mobily also rolled out employee-facing AI agents on Microsoft Teams, integrated into its service desk and HR systems. 

Mobily Story Chat

The impact

Today, Mobily delivers automated self-service to its 1.2 million customers across social channels such as Twitter, WhatsApp and Apple Business Chat. An AI agent picks up any inquiry in around 6 seconds, reducing first response times significantly from the previous 20 minutes: a 99,5% improvement.

The AI takes over various services for customers, such as billing, balance information and data-usage inquiries. Customers can also subscribe, change subscriptions, buy add-ons, make payments and even recharge their credit using Apple Pay and credit card. The agents also handle feedback, complaints and FAQs.

Mobily has elevated its customer experience and gained valuable insight into customer behavior while reducing costs and overload in its contact centers — and at the same time has increased the quality of the conversations still conducted by human agents.

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Multimodal journeys

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Integrated payment systems

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Self-Service functionalities

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