Mobily offers automated self-services based on Cognigy.AI to its 1.2 million subscribers over social channels (Twitter, WhatsApp, Apple Business Chat).
The virtual agent picks up any inquiry in around 6 seconds and reduces first response times significantly from before 20 minutes.
The bots take 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 credits using apple pay and credit card.
Furthermore, the bots handle feedback, complaints, and FAQs. Mobily has elevated its customer experience and gained valuable insight into customer behavior while reducing costs and overload in contact centers, and at the same time has successfully increased the quality of the conversations which are still conducted by human agents.