Executive briefing · Saudi Energy Company
Digital Care, Unified
One platform for customer care on X, email and AI bot, run by one team and visible to leadership in real time.
3 channels
X, email and AI bot on one queue
5 of 5
POC success criteria met on your cases
100%
Data resident in Saudi Arabia
Leader
2026 Gartner Magic Quadrant
Why now
Customer Care Now Happens in Public
01
Every complaint on X is visible to everyone
Other customers, journalists and officials read the post, the reply, and how long the reply took.
02
Response time is read as a measure of the company
For a national energy company, a fast, clear answer on X is a reputation asset. A slow one is a public liability.
03
AI changed the economics of doing this well
Routing, drafting and quality review can be automated. Service scales without headcount scaling with it.
ONE REPLYfrom Saudi Energy, on X
1customer asks
1000sof customers watch
Mediaand officials read it
Minutesdecide the verdict
Why Sprinklr
The Platform the World's Largest Brands, and the Kingdom, Run On
Leader
2026 Gartner Magic Quadrant, Social Media Management and Listening
1,800+
enterprise customers, including over half of the Fortune 100
100+
government customers across the GCC
100%
data residency in Saudi Arabia, on a dedicated KSA cloud
TRUSTED IN SAUDI ARABIA
WHAT MAKES US DIFFERENT
Built for customer care at scale, not adapted from a publishing tool
Care, listening and insights on one platform, one customer record
Sprinklr AI+ across routing, agent assist and quality, in Arabic and English
Already proven on Saudi Energy's own cases in the POC
Executive summary
The Shift We Propose
TODAY
WITH SPRINKLR
Care handled inside a social publishing tool
A customer service platform built for care at scale
X, email and bot in three places, no shared history
One record per customer across every channel
Supervisors triage and assign by hand
AI routes, drafts and summarises; people decide
Reputation risk on X discovered after the fact
Early warning and response from the same console
Leadership reporting assembled in spreadsheets
Live SLAs and quality, data resident in the Kingdom
5/5
POC criteria met
KSA
100% data residency
Leader
Gartner MQ 2026
01 · The problem
The Cost of the Current Tool, Today and Tomorrow
WHAT TEAMS LIVE WITH TODAY
01
Slow response on X
Public complaints wait in a shared inbox while they gain views.
02
Manual triage and routing
Supervisors read and assign every case by hand.
03
No SLA visibility
Nobody sees a breach until a customer escalates.
04
Reporting built by hand
Leadership gets spreadsheets, days late, per channel.
05
No early warning on X
Nobody knows a post about you is spreading until it has.
06
Agents switch tools all day
X, email and bot handovers live in three places with no shared history.
IF NOTHING CHANGES
Volume on X grows. The process stays manual. The gap widens in three places.
CUSTOMERS
Response time rises with every new case; customers repeat themselves at each handover.
REPUTATION
The first signal of a spreading complaint is a call from communications, not from the care team.
COST AND CONTROL
Headcount becomes the only lever, while leadership still sees last month's numbers.
02 · The solution
One Platform for Digital Care
CUSTOMER
Asks once, on any channel
CHANNELS
Every conversation captured
X · DMs and public replies
Email
AI bot · self-service
Social listening
SPRINKLR AI
Understands each case
Intent and topic
Language and sentiment
Priority and spam filter
Case summary
UNIFIED ROUTING
Right agent, automatically
Business rules and SLAs
Skills and capacity
Smart pairing by proficiency
Bot to human handover
AGENT CONSOLE
Resolves with full context
One thread across channels
AI copilot and drafted replies
Knowledge base and guided workflows
Wrap-up autofill
CONTROL LAYER FOR LEADERSHIP
AQM
Automated quality management
100% of conversations scored by AI, coaching built in
ANALYTICS
Real-time dashboards
SLAs, queues, agents and channels with drill-down
ALERTS
Smart alerts and listening
SLA thresholds and brand-risk spikes on X
WFM
Workforce management
AI forecasting and scheduling across channels
Foundation100% data residency in Saudi ArabiaSecurity Trust PortalPII masking and role-based access
02 · The solution
Everything Your Contact Center Needs, in One Platform
CFM SurveysNPS, CSAT and CES after each interaction · survey analytics
Listening and Benchmarking30+ channels · visual listening (logos, images, video) · viral moment alerts · share of voice vs peers
Live ChatVideo chat · co-browsing · appointment booking
TicketingTicketing · tasks and workflows · smart routing
Contact Center AI and VOCSpeech analytics · conversational analytics · listening insights
Automated Quality Management100% of conversations scored by AI · coaching plans built in
SocialLarge social channel coverage · listen to support · AI moderation
VoiceIVR/ACD · omnichannel inbound and outbound · AI agent assist
MessagingX DMs · email · WhatsApp · FB/IG Messenger
AI AgentsChat and voice AI agents · self-service bot
Knowledge BaseKnowledge management · AI with human in the loop
Workforce ManagementForecasting · staffing · scheduling
Sprinklr AI+
Unified-CXM
Social
Voice
Messaging
AI Agents
Knowledge
WFM
CFM
Listening
Live Chat
Ticketing
VOC & Analytics
Quality
02 · The solution
Three Things You Can Start Doing on Day One
Use cases with no equivalent in a social publishing tool. Each one was exercised in your proof of concept.
USE CASE 01Not possible today
An outage complaint on X reaches the right agent in seconds
A public post is read by AI, classified as an outage, and routed to the most proficient available Arabic-speaking field-service agent, with the customer’s email history attached.
Intent, language and sentiment detected on arrival
Proficiency-based pairing, no supervisor triage
One case across X and email, one reply moves public to DM
Current tool: shared inbox, manual assignment, no cross-channel history
USE CASE 02Not possible today
The bot resolves routine requests and hands over with context
Billing, status and service-request questions answered by the AI bot from your approved knowledge base. Anything it cannot close is escalated as a case with a summary, not a transcript.
Grounded answers, in Arabic and English
Warm handover with AI summary to the agent console
Copilot drafts the agent’s reply, wrap-up autofills
Current tool: no bot, no knowledge base, no agent assist
USE CASE 03Not possible today
Leadership sees quality and SLAs live, before a breach
Every conversation is quality-scored automatically. Supervisors get nudges when queues or wait times cross thresholds; leadership sees one dashboard across X, email and bot.
100% of cases scored, not a sample
Threshold alerts to console, email and mobile
Command-centre wallboards, drill-down to the case
Current tool: per-channel exports, quality reviewed by hand
02 · The solution · Unique capabilities
Smart Routing
Every case reaches the agent most likely to resolve it, automatically. Triage stops being a full-time job.
1
AI reads the case
Intent, language, sentiment and priority detected on arrival.
2
Agents are scored per intent
Proficiency calculated from closed cases, CSAT and quality scores, kept current.
3
Best available agent is paired
Skills, language, capacity and priority rules applied on top.
INCOMING · X PUBLIC REPLY09:12
"Third day without power at our facility. Called twice, wrote here twice. Still no answer."
Sprinklr AI detectsIntent · OutageLanguage · ArabicSentiment · NegativePriority · High
UNIFIED ROUTING · WHO SHOULD TAKE THIS?
Assigned
Agent AField service team
Outage proficiency94%
Arabic · Available · 2 of 5 cases
Agent BBilling team
Outage proficiency61%
Arabic · Available · 1 of 5 cases
Agent CField service team
Outage proficiency88%
Arabic · At capacity · 5 of 5 cases
02 · The solution · Unique capabilities
Automation Across the Case
AI handles the repetitive work before, during and after every conversation, so agents spend their time on the customer.
Auto-triage and tagging
Priority, sentiment and topic set on arrival; noise on X filtered out.
Answers from your knowledge base
The bot resolves routine questions; agents get grounded drafts.
Guided workflows
Suggested next steps matched to intent, consistent across agents.
Summaries and wrap-up autofill
One-click case summaries; after-call fields completed by AI.
02 · The solution · Unique capabilities
Nudges That Act Before Problems Grow
FOR CUSTOMERS
Proactive prompts in the bot and on X
Behaviour-based prompts that reduce drop-off, automatic status updates on outages, and public X replies moved to DM in one step.
FOR SUPERVISORS
Smart alerts before the SLA breaks
Threshold alerts on queue size, wait time and unanswered posts; escalation nudges for priority customers, delivered in console, email and mobile.
02 · The solution · Unique capabilities
A Console Built Around Your Agents
Layouts assembled from widgets with drag and drop, no code. The view changes with case type, team and process stage.
X, email and bot in one thread with full history
AI copilot beside the case: summary, reply, next step
Customer profile and CRM data at the moment needed
02 · The solution
Visibility Without a Spreadsheet
100%
of conversations quality-scored
AI scores every case. No sampling.
Live
SLA and queue status
Supervisor console and command-centre wallboards.
One
report across X, email and bot
Drill down from channel to team to case.
02 · The solution
Quality and Insight From Every Conversation
AUTOMATED QUALITY MANAGEMENT
AI scores 100% of conversations, not a 2% sample
Every X reply, email and bot handover rated on opening, accuracy, courtesy and resolution. Agent strengths and gaps in one view, with coaching plans built in.
CONVERSATIONAL ANALYTICS
Why customers contact you, and what to eliminate
Top contact drivers, sentiment shifts and root causes across every channel, in Arabic and English. Shows which issues to fix upstream so they stop reaching the care team.
02 · The solution
Listening and Viral Moments Across Every Platform
What is said about Saudi Energy anywhere, in Arabic and English, across 30+ channels:
XInstagramFacebookTikTokYouTubeLinkedInSnapchatNews sitesForums and blogsGoogle reviewsApp storesWhatsApp
01
Detect the spike as it starts
Reach and engagement anomalies flagged on any platform, with the posts driving them.
02
Alert the right people
SMS, email and app alerts to care, communications and leadership at the same moment.
03
Respond from the same console
The signal becomes a routed case, with an approval workflow for sensitive replies.
02 · The solution · Proven in your POC
Proven on Saudi Energy's Own Cases
A tailored proof of concept with jointly defined success criteria. All five were met.
CAPABILITY
SUCCESS CRITERION
RESULT
STATUS
Case summary and customer profile
Key context, issue and profile captured with at least 80% accuracy
Summaries reviewed by your team were accurate and complete, cutting time to understand a case at handover
MetAnswers from knowledge base
Relevant, accurate answers grounded in approved content, at least 80%
Generated answers stayed within approved content and matched the customer's question in reviewed cases
MetCanned responses and guided workflows
Suggestions relevant to intent and case in at least 80% of interactions
Suggested responses matched the detected intent and gave agents a consistent next step across teams
MetReply assistance
Reduced agent effort when composing responses, based on agent feedback
Agents reported drafting replies faster with tone and grammar assistance, with less rework before sending
MetAfter-call work autofill
Reduced manual effort after interactions, based on agent feedback
Wrap-up fields were pre-filled accurately, shortening post-interaction work and improving data consistency
Met
03 · The outcome
Where Saudi Energy Can Be
Twelve months after go-live, digital care runs as one operation. What that looks like for customers, teams and leadership.
CUSTOMERS
Answered on X within minutes, resolved without repeating themselves
Routine questions handled by the bot; everything else reaches the right agent with full history.
AGENTS AND SUPERVISORS
One console, AI-drafted replies, no manual triage
Supervisors coach instead of assign. Capacity grows without adding headcount at the same rate as volume.
REPUTATION
Emerging issues on X seen and handled before they spread
Listening alerts reach care, communications and leadership at the same moment.
LEADERSHIP
Live SLAs and 100% quality coverage on one dashboard
Board-ready reporting across X, email and bot, with all data resident in the Kingdom.
04 · Trust
Trusted in the Kingdom
100%
Data residency in Saudi Arabia, on a dedicated KSA cloud region
100+
Government customers across the GCC
Leader
2026 Gartner Magic Quadrant for Social Media Management and Listening
SOME OF OUR CLIENTS IN SAUDI ARABIA
One journey
One Customer Journey, One Platform
01 · LISTEN
Hear it wherever it is said
30+ channels monitored around the clock, in Arabic and English.
02 · DETECT
Find the comment that matters
AI reads intent, sentiment and virality while a post is still small.
03 · CASE
Open one case, with history
The comment becomes a case carrying the customer’s full record.
04 · ROUTE
Send it to the best agent
Smart routing pairs it with the most proficient agent with capacity.
05 · RESOLVE
Close it with AI and automation at hand
Copilot drafts, the knowledge base grounds, wrap-up autofills.
06 · MEASURE
See performance, feed it back
100% quality scoring and analytics show what to fix upstream.
One customer recordOne team, one consoleOne view for leadershipAll data in the Kingdom
Proven in the region
Mobily: Care on X and WhatsApp, in Seconds
Saudi Arabia · telecommunications · one million+ subscribers · X, WhatsApp, Facebook and chatbot on Sprinklr Service
6 sec
chatbot response time across social channels
68%
faster case processing with Smart Responses
1:16
average case processing time, down from 3:55
"Our goal is to extend customer engagement and to provide our services on social channels, so we can serve the customers on their favorite channels."
Mubarak Alharbi, General Manager of Digital Experience, Mobily
Proven in the region
Middle East Telecom: A Four-Minute SLA on Public Comments
Middle East · telecommunications · nearly 30 million subscribers · Sprinklr Service since 2015
93%
reduction in case resolution time in the first year
53%
faster first response across channels
4 min
SLA for public social comments; 10 min for private messages
Real-time dashboards now track agent interactions, sentiment and quality across regions, and churn fell through consistent support on the digital channels customers prefer.
Summary of the published customer story
Proven in the region
DTE Energy: Faster Cases After Replacing Legacy Tools
United States · energy utility · 2.3 million residential and business customers · Sprinklr Service
38%
shorter customer service case duration
2.3M
customers served across 450 communities
One
platform for social care and live chat, replacing legacy solutions
Already on Sprinklr for social media management, DTE extended to Sprinklr Service as it expanded into live chat, replacing legacy solutions.
Summary of the published customer story