InsuranceNatural Language Processing
Tawuniya transforms CX with unified customer intelligence
Tawuniya
Tawuniya Insurance, the largest insurer in the MENA region by gross written premium, implemented Sprinklr Service and Sprinklr Insights to unify customer conversations, sentiment, and service operations from social media, messaging, and other digital channels onto a single platform. The company used sentiment analysis to turn customer feedback into actionable insights and automated key elements of the customer service journey including routing, queue management, and customer communications. Results: 158% improvement in First Contact Resolution (from 31% to 80% within 90 days), a 32-point increase in CSAT (from 51 to 83), and average response times reduced from 45 minutes to 56 seconds.
