# How Umniah uses Sprinklr

**91%**: “Now it’s around five minutes, which is a remarkable 91% improvement.”

As published on [sprinklr.com](https://www.sprinklr.com/stories/umniah/). Captured by usedby on 2026-10-08.

- Company: [Umniah](https://www.usedby.ai/companies/umniah.md)
- Tool: [Sprinklr](https://www.usedby.ai/tools/sprinklr.md)
- Teams: Customer Service

## What the story says

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.

> 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.”

- **89%**: “response times have improved by 89%”
- **53%**: “agent handovers decreasing by 53%”
- **80%**: “efficiency has jumped from 55% to 80%”

> 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.
>
> Khaldoun Sweidan, Chief Commercial Officer

## What usedby checked

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

- Checked: the figure 91% is printed word for word on the page, near the name of Umniah.
- Checked: the passage quoted above is copied word for word from the page, near the name of Umniah.
- Checked: Umniah uses Sprinklr. 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/umniah-sprinklr · How we check: https://www.usedby.ai/methodology