99,5%
“reducing first response times significantly from the previous 20 minutes: a 99,5% improvement”
As published on cognigy.com. Captured by usedby on Oct 8, 2026.
What happened
Mobily deploys customer-facing AI agents on eight channels, integrated with its internal systems, to handle billing, balance, subscription and payment requests autonomously. It also runs employee-facing AI agents on Microsoft Teams connected to its service desk and HR systems.
Summary written by usedby from the source page, in English. The figures are those of Cognigy and Mobily, not ours.
- 6 seconds“First response time to the customers decreased from 20 minutes to 6 seconds.”
An AI agent picks up any inquiry in around 6 seconds, reducing first response times significantly from the previous 20 minutes: a 99,5% improvement.
Using NiCE Cognigy as our customer service platform has helped us build one unified agentic orchestration layer that is linked directly to eight channels. This has shortened development times, improved time to market, and it helps us gain higher customer satisfaction rates overall.
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 99,5%CheckedPrinted word for word on the page, near the name of Mobily.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Mobily.
- Mobily uses CognigyCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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