Customers

MENA teams turning Arabic calls into retention insight

intella is running pilots with a small group of MENA banks and telcos. These are the findings from their first 90 days.

Results from the first pilot cohort

Combined figures from the initial 90-day pilots. Results differ with contact center volume, team size, and retention process maturity.

83%

High-risk calls flagged correctly before customers took churn action

4.2x

At-risk conversations found compared with manual monitoring spot-checks

17 days

Average time from an initial churn signal to retention outreach in successful pilots

2-3 weeks

Signed pilot to first live churn reports in dashboard

How pilot teams use intella

Regional bank, GCC

"We manually checked maybe 2% of Arabic calls for churn risk. intella now covers 100% and brings the important cases forward. Our retention team gets a daily list instead of making guesses."

Outcome after 90 days: Retention contact rate for at-risk customers up 3.8x versus prior quarter
Mobile operator, Egypt

"Our call center handles five Egyptian dialects and some Levantine. Every ASR tool we tested lost accuracy beyond Cairo dialect. intella is the first to hold up across the mix."

Outcome after 90 days: Billing dispute churn detection accuracy above 79% across all dialect variants
Islamic bank, UAE

"Compliance mattered to us. Our IT security board required data residency in UAE and a DPA before approval. intella had both in place before the pilot began."

Outcome after 90 days: Security board approved full rollout at pilot close; agreement signed
Fixed-line operator, Saudi Arabia

"We noticed a cluster of network complaint calls in one city that had escaped us. Customers described the problem in Saudi dialect, which caused the miss. We fixed it, and the churn signal cluster disappeared."

Outcome after 90 days: Call data revealed network issue 11 days before formal complaint ticket

Starting a pilot

Each pilot follows three steps.

01

Discovery

In 45 minutes, we review your call setup, existing monitoring, and the retention team's main pain point. Then we map those needs to a suitable intella configuration.

02

Technical setup, 1-2 days

Your engineering team links the call recording system to intella through our API or a file drop. We test a sample of historical recordings across dialects to check accuracy for your call mix.

03

Analysis goes live

Once live processing begins, the dashboard shows churn signals to your retention team. During the first month, weekly check-ins help tune signal sensitivity to your business context.

Request pilot access

We are onboarding a limited number of banks and telcos for the next 90-day pilot. We review applications within one business day.

Apply for Pilot Access Have questions first?