91%
“Now it’s around five minutes, which is a remarkable 91% improvement.”
As published on sprinklr.com. Captured by usedby on Oct 8, 2026.
What happened
Umniah, a Jordanian telecommunications provider, uses Sprinklr's AI-powered chatbot, part of its Digital Customer Service solution, on live chat and WhatsApp. The chatbot handles routine customer inquiries in Arabic, lets customers troubleshoot and check balances, and hands over to live agents only when needed.
Summary written by usedby from the source page, in English. The figures are those of Sprinklr and Umniah, not ours.
- 89%“response times have improved by 89%”
- 53%“agent handovers decreasing by 53%”
- 80%“efficiency has jumped from 55% to 80%”
Our average handling time for our old chatbot was around 53 minutes,” says Sweidan. “Now it’s around five minutes, which is a remarkable 91% improvement.”
Our Sprinklr-powered chatbot is light years ahead of what we had before. It’s not just informative — it’s action-oriented. Customers can troubleshoot service issues, check their balances, make changes, and more. That kind of functionality has exceeded even our expectations.
What the story claims, and what we checked
We compared the story with its live page on Oct 8, 2026.
- The figure: 91%CheckedPrinted word for word on the page, near the name of Umniah.
- The passage quoted aboveCheckedCopied word for word from the page, near the name of Umniah.
- Umniah uses SprinklrCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
- The result itselfNot checkedWe quote it; we did not measure it.
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