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Case Study: Mobily cuts response time from 20 minutes to 6 seconds with Cognigy

Mobily Case StudySourced & dated by Case Study Desk
Key facts · TL;DR
Company
Mobily
Industry
Telecommunications
Challenge
Mobily needed to unify service across many social channels and speed up responses.
Headline result
6-second response time, down from 20 minutes

Key results

6 sec
Response time
from 20 minutes
99.5%
Faster response times
8
Social channels integrated
1.2M
Customers served

The challenge

Mobily, a Saudi telecommunications operator serving 1.2 million customers, needed to unify customer service across many social channels and dramatically speed up response times. It wanted a single orchestration layer for its channels.

The solution

Mobily built one unified agentic orchestration layer on NICE Cognigy linked directly to eight social channels.

“Using NiCE Cognigy as our customer service platform has helped us build one unified agentic orchestration layer that is linked directly to eight channels.”

MA
Mubarak Alharbi
Digital Experience General Manager, Mobily

The results, in context

Mobily reduced response times from 20 minutes to 6 seconds, a 99.5% improvement, by connecting a single agentic orchestration layer to eight social channels. The platform serves 1.2 million customers.

Products used

Cognigy Cognigy.AICognigy Agentic Orchestration