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.

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 NiCE Cognigy.

Preloaded with Industry Data

AI Agents, with 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.

Turnkey Solutions for Telco Customers

Intelligent AI agents help customers and assist your agents.

ID&V

Order Service

Upgrade/Change Plan

Change Address

Billing Questions

Order Hardware

Account Management

Make Payments

Compare Plans

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.

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.

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.

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 capable 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.

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. Telecom providers handle high volumes of inquiries daily, ranging from billing issues to service outages and account management. Autonomous AI Agents powered 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.

Shape the future of customer service, today

The choice is yours