Case Study: Gulf Bank boosts customer service speed and agent productivity with Sprinklr

Gulf Bank’s happy returns investing in agent and customer satisfaction

Gulf Bank, one of Kuwait’s leading banks, faced the challenge of managing customer service across multiple digital channels while maintaining clear SLAs, response tracking, and consistent performance. To support its growing WhatsApp-driven service workload, Gulf Bank turned to Sprinklr and its Unified-CXM platform, including Sprinklr Service, to help agents handle inquiries more efficiently.

Sprinklr implemented automated case creation and assignment, skill-based routing, stickiness timeout for follow-ups, and AI-powered canned responses. As a result, Gulf Bank improved agent satisfaction, increased continuity in customer conversations, and cut average first response time from 58 minutes and 5 seconds in 2020 to 5 minutes and 51 seconds in 2023, while boosting cases responded to by 17% from 2022 to 2023 and consistently meeting a 10-minute SLA.

Gulf Bank

Mursi Mahmud

Head of Customer Contact Center