Case Study: Department of Digital Ajman improves citizen support with Sprinklr

Digital Ajman elevates citizen experience with omnichannel, AI-native support

The Department of Digital Ajman needed to streamline citizen support across more than 13 government entities, but fragmented call centers and disconnected channels made it hard for residents to get answers quickly and for agents to find the right information. Sprinklr helped the department address these challenges by consolidating phone, WhatsApp, live chat, chatbot, and social media messages into a single AI-powered support environment.

Using Sprinklr Service, AI Agent Assist, voice sentiment analysis, and tiered routing, the Department of Digital Ajman created a more unified and responsive citizen experience. With Sprinklr, the department reported a 52% improvement in SLA performance, a 61% improvement in speed of answer, and an 18% reduction in average handling time, while also reducing pressure on frontline staff.

Department of Digital Ajman

Omar Alani

Marketing Specialist