Conversational AI Solution for Telecommunications

Don't Start from Scratch.

Start with Cognigy.

Preloaded with Industry Data

Pre-trained intents, flows and entities to speed up design and deployment.

Pretrained on Telco Terms

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

Automated, Personalized Experiences

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

Scale Great Experiences

Effortlessly Handle High Volume

With over 25k concurrent sessions and easy scaling, you'll deliver excellent customer service even during unexpected spikes in traffic.

Help Customers on Social Media & Messaging

25+ 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.

Scale Globally

Support for over 100 languages and bidirectional translation so your agents can speak any language on-demand.

Secure Payments within Channels

Cognigy's integrations and multimodal features enable customers to easily and securely make payments during self-service or support interactions.

Turnkey Solutions for Telco Customers

Intelligent Conversational AI-powered virtual agents help both customers and agents.

Order Service

Upgrade/Change Plan

Change Address

Billing Questions

Order Hardware

Configure Router

Account Management

Make Payments

Compare Plans

And more...

99.5% Faster Response Times

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.

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.

Lead Your Industry in CX

with Cognigy

Enjoy the best of both worlds: the control, integrations, and reliability of Conversational AI combined with the unmatched flexibility of Generative AI to deliver remarkable self-service solutions.

Human-Like Conversations

Engage your customers in natural, empathetic dialogues with our market-leading NLU technology, enhanced by Large Language Models (LLMs).

Personalized Interactions

Our Contact Profiles and native LLM capabilities let you personalize bot output on the fly to match the conversation history and customer sentiment. Learn more

Multimodal Experiences

Enable rich, interactive dialogues that accurately capture customer input by combining phone, web, and app channels in real-time.

Data-Driven Optimization

Uncover conversational insights as holistic or granular as you need with a built-in suite of KPI dashboards and drill-down step, message, and transcript analytics.