Case Study: Umniah achieves 53% fewer agent handovers with Sprinklr AI-powered chatbot

Umniah transforms customer care with AI-powered chatbot, reduces agent handover by 53%

Umniah, Jordan’s leading telecommunications provider, wanted to launch a next-generation AI-powered chatbot to strengthen its digital presence and improve customer experience. Its previous chatbot lacked AI, handled only about 55% of interactions efficiently, and sent 45% of chats to live agents with limited insight into why. Umniah turned to Sprinklr and its Digital Customer Service solution to support high-volume inquiries, scale across channels, and provide native Arabic support.

Sprinklr implemented an AI-powered chatbot tailored to Umniah’s business needs, with integrations across live chat and WhatsApp and plans for more channels and GenAI troubleshooting flows. The results were significant: response times improved by 89%, efficiency rose from 55% to 80%, and agent handovers dropped by 53%. Umniah also cut average handling time from 53 minutes to about five minutes, a 91% improvement, showing the impact of the Sprinklr solution.

Umniah

Khaldoun Sweidan

Chief Commercial Officer