AI use cases in Saudi Arabia
3 documented implementations
Aramco's GenAI Foundation helps streamline upstream operations
Aramco
Aramco built its GenAI Foundation, a strategic platform using generative AI across upstream technologies, on Red Hat OpenShift to centralize resources, streamline operations, and reduce costs at its Upstream Digital Center. The platform uses Red Hat OpenShift's containerized and microservices architecture and built-in observability tools to develop, deploy, and integrate large language models, and Red Hat Ansible Automation Platform to manage and configure virtual machines, reducing deployment times from weeks to hours. Drill and plant engineers complete tasks 10 times faster using AI to automate repetitive processes like data analysis, with each engineer and data scientist saving around 2 hours daily. The platform allows onboarding gen AI models in under an hour.
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.
Najm's Customer Experience Transformation with WhatsApp
Najm
Najm, a motor vehicle insurer in Saudi Arabia, partnered with BAB, LivePerson's local Saudi partner, to transform customer support from voice-only to AI-powered chatbots on WhatsApp, including IVR deflection to WhatsApp. The transformation reduced response times from three hours to 15 minutes, cut contact center costs by 60%, and now handles 250,000 conversations per month, with 40% of conversations occurring on WhatsApp/messaging versus phone.