Upgrade your Service with Agentic AI

AI Agents for Telecommunications

Most customer service is dial-up in a fiber-optic world, but yours doesn’t have to be! With Agentic AI Agents for Telecommunications, you'll deliver lightning-fast, personalized support that keeps customers connected and satisfied. 

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Mobily reduced first response time by 99.5% on multiple channels while adding new capabilities like payments via WhatsApp.

Don't Start from Scratch.

Start with Cognigy.

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Preloaded with Industry Data

 

AI Agents, with pre-trained intents, flows and entities to speed up design and deployment. 

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Pretrained on Telco Terms

Prebuilt lexicons with the most used terms, for mobile devices, service requests, plans and more. 

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Automated, Personalized Experiences

 

     Automate and personalize common customer service processes like changes to service, account management, upgrades and help with hardware.

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Turnkey Solutions for Telco Customers

Intelligent AI agents help customers and assist your agents.

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ID&V

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Order Service

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Upgrade/Change Plan

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Change Address

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Billing Questions

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Order Hardware

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Account Management

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Make Payments

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Compare Plans

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And more...

Instant Service on Social & Messaging

30+ voice and digital channels out-of-the-box including Instagram, Facebook, iMessage and more so customers get help where it's most convenient for them without having to start over or repeat themselves. 

Omnichannel

Upgrade Anywhere

Cognigy's integrations and multimodal features enable customers to easily and securely make payments during self-service or support interactions whether to add data, change plans or renew their contracts.

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Help Anyone in Any Language

Support for 100+ languages including bidirectional translation so your agents can serve more customers, in more markets making resource planning and staffing simpler.

Cognigy Agent Copilot

99.5% Faster Response Times

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Mobily sought to minimize customer response times and reduce the load on their contact centers. They selected Cognigy, drawn to its scalable architecture, easy integration, and low-code capability, which enables faster, autonomous development of conversational services by their CX team.

Mobily's virtual agent operates across multiple social platforms, managing tasks such as billing, balance inquiries, subscription services, payments, and complaint handling for over 1.2 million subscribers.

It has reduced their first response time from 20 minutes to just six seconds and improved customer experience, provided crucial insights into customer behavior and decreased contact center workload.

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About the Customer

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

Headquarters: Saudi Arabia

Customers: 1.2 million

Revenue: $ 3.9b USD

Employees: 4,300

Use Case

Customer-facing bots on 8 channels

Integration into internal systems

Employee support bots on MS Teams and integrated into service desk and HR systems

Results

First response time decreased from 20 minutes to 6 seconds.

Automated self-service and payments through social channels.

Increase in customer satisfaction.

Loved by Customers

Hear what they have to say

5.0

Reviewer Function:

Research and Development

Company Size:

30B + USD

Industry:

Transportation

Excellent Choice for Complex Conversational AI at Scale

"The use of Cognigy AI has allowed us to build several bots, use cases and integrations at scale for different companies at once. It is in use for four different legal entities of our international corporation, with several new ones to follow. Major advantages that we saw over other vendors...

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5.0

Reviewer Function:

Software Development

Company Size:

<50M USD

Industry:

Healthcare and Biotech Industry

Feature-rich, and Stable Platform to Build a Sophisticated and Complex Product.

"Cognigy have provided exemplary support which is key to deploying sophisticated and complex solutions. What surprised me was that the platform is feature rich, but also robust - not a common combination in this space...

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5.0

Reviewer Function:

Product Management

Company Size:

1B - 3B USD

Industry:

Telecommunication

Best Conversational AI Platform!

"Fantastic experience! Very responsive team and delivering new innovation quickly. The NLU is the best in the market and is extremely easy to build bots/virtual agents."

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5.0

Reviewer Function:

Data and Analytics

Company Size:

30B + USD

Industry:

Retail

The Highly Interactive and Profitable Customer Interaction System

"Cognigy.AI; is a complete enterprise conversational platform that we use daily to automate our interaction with our customers. It's AI technology offers us Chatbots and virtual assistants that interact effectively and intelligently with clients and employees and reply to them in real-time. ...

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5.0

Reviewer Function:

Customer Service and Support

Company Size:

500M - 1B USD

Industry:

Energy and Utilities

Bring Your Conversational AI Strategy To The Next Level With Less Code

We are using Cognigy since a year and have around 20 chatbots and 3 voicebots on the platform with above 1 million conversations. The product is ease to use, offers alot of prebuild integrations and is therefore a great product for enterprise usage, especially in a multi brand environment. The support acts fast and feature requests are always welcome and treated fast."

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5.0

Reviewer Function:

Data and Analytics

Company Size:

1B - 3B USD

Industry:

Transportation

Most Flexible Conversation AI Platform

"The platform is a breeze to use. The set-up is done very quickly and it's all low code. Which gave us a lot more possibilities to speed up the process of creating flows and integrations with our back-end systems. They're very helpful in setting up the platform and helping to design the implementation plan."

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The GARTNER PEER INSIGHTS Logo and GARTNER PEER INSIGHTS are trademarks and service marks of Gartner, Inc. and/or its affiliates and are used herein with permission. Gartner Peer Insights content consists of the opinions of individual end-users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product, or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose. 

Frequently Asked Questions

What is an AI Agent?

An AI Agent are human-like virtual agents based on Conversational AI and Generative AI designed to automate customer service interactions across chat and voice channels. Agentic AI Agents deliver instant, personalized support in over 100 languages and integrate seamlessly with enterprise systems. They are equipped with industry-specific skills, emotional intelligence, and the ability to understand and use a company’s service knowledge and processes. Additionally, AI Agents work alongside human agents, providing real-time assistance, knowledge lookups, next best actions, sentiment analysis, and more.

What is a conversational AI platform?

A conversational AI platform is a technology solution that enables businesses to create and manage AI-powered virtual agents acapable of natural, human-like interactions. These platforms leverage natural language processing (NLP) and Generative AI like Large Language Models to understand, process, and respond to user queries across various channels, including chat, voice, and social media.

In customer service, conversational AI platforms automate repetitive tasks, such as answering FAQs, resolving billing issues, or managing bookings, providing 24/7 support and reducing wait times. They integrate with enterprise systems to deliver personalized interactions, offering tailored recommendations and proactive notifications. Additionally, these platforms support multilingual communication, making them accessible to diverse audiences.

By streamlining operations, reducing costs, and enhancing customer experiences, conversational AI platforms empower businesses to deliver scalable, efficient, and engaging support across industries.

How is AI used in telecommunication?

AI is transforming telecommunications by enhancing customer service, optimizing operations, and driving innovation. In customer service, AI agents based on Generative and Conversational AI handle routine inquiries such as billing, technical support, and account management, providing instant, 24/7 support. They also deliver personalized experiences using customer data and context from the interaction to offer tailored, contextual recommendations and proactive notifications during outages or disruptions.

Why is there a need for conversational AI chatbots in telecoms?

Conversational AI Agents are essential in telecoms to meet the growing demand for fast, efficient, and personalized customer service. Teleco providers handle high volumes of inquiries daily, ranging from billing issues to service outages and account management. Autonomous AI Agentspowered by conversational and Generative AI can instantly resolve these repetitive tasks, reducing wait times and ensuring 24/7 availability across multiple channels.

These AI Agents also enhance the customer experience by providing real-time assistance, multilingual support, and personalized interactions based on user data. During service disruptions, they proactively notify customers and offer solutions, minimizing frustration and improving satisfaction. By automating routine interactions, conversational AI chatbots free up human agents to focus on complex cases, improving overall operational efficiency. In a highly competitive industry, they help telecom providers deliver seamless support, reduce costs, and build stronger customer loyalty.

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