# How Mobily uses Cognigy

**99,5%**: “reducing first response times significantly from the previous 20 minutes: a 99,5% improvement”

As published on [cognigy.com](https://www.cognigy.com/en/case-study/mobily). Captured by usedby on 2026-10-08.

- Company: [Mobily](https://www.usedby.ai/companies/mobily.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Telecommunications](https://www.usedby.ai/companies/industry/telecommunications.md)
- Teams: CX, Contact Center

## What the story says

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.

> 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.

- **6 seconds**: “First response time to the customers decreased from 20 minutes to 6 seconds.”

> 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.
>
> Mubarak Alharbi, Digital Experience General Manager

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 99,5% is printed word for word on the page, near the name of Mobily.
- Checked: the passage quoted above is copied word for word from the page, near the name of Mobily.
- Checked: Mobily uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/mobily-cognigy · How we check: https://www.usedby.ai/methodology