Sprinklr for Alfa Telecom · Lebanon

WhatsApp as Alfa's AI-Powered Customer Channel

A phased roadmap: marketing journeys now, an agentic AI for self-service next.

August 2026Sprinklr Telecom AI practice

Two Phases, One Channel

WhatsApp is Lebanon's default messaging app — the same verified Alfa number carries both phases.

Phase 1 · Now — no integrations needed

Journey Facilitator

Manually upload a list of customer profiles and send targeted promotions on WhatsApp. Replies get an automated acknowledgement, then a human agent follows up.

Profile upload Segmentation Campaign analytics

Phase 2 · Next — once integrations are ready

Agentic AI on WhatsApp

An AI agent integrated with Alfa's core systems — customers upgrade plans, check usage, pay bills, and more, in one conversation.

System-integrated 24/7 self-service Human handoff

Phase 1 · Journey Facilitator

From Profile List to Measured Campaign

Upload profiles

Manual CSV upload: numbers, plan, spend, region, language. No system integration required.

Segment

Filter by attributes — prepaid vs postpaid, ARPU, churn risk — and verify opt-in consent.

Template

Approved WhatsApp templates in Arabic, English, or French, personalized per profile, with CTA buttons.

Send at scale

WhatsApp Business Platform delivery with throttling, retries, and frequency caps.

Handle replies

Auto-acknowledgement on reply — "an agent will be with you shortly" — then human follow-up. Reporting on delivered, read, replied.

Marketing-run

No engineering effort per campaign — built in Sprinklr's visual flow builder.

Compliant

Opt-in consent, template approval, and frequency caps enforced by default.

Phase 1 · Journey Facilitator

Promotion in Action

Personalized with profile fields — name, current plan, tailored offer.

Quick-reply buttons turn a broadcast into a conversation.

Replies trigger an automated acknowledgement; a human agent completes the activation.

Every send, read, and conversion is attributed back to the campaign and segment.

Alfa Verified business

Hi Karim 👋 Your Alfa 20GB bundle renews Sunday. This week only: move to 40GB for just $3 more per month — locked for 6 months.

10:02

Yes, activate the upgrade

Tell me more

Not now

Yes, activate the upgrade

10:04 ✓✓

Great choice! An Alfa agent will be with you shortly to activate your upgrade. 🙌

10:04 · Automated reply

Phase 1 · Journey Facilitator

Proven at Telecom Scale

Telecom operators already running Journey Facilitator — many 100% on WhatsApp.

CustomerJourney runsMessages sentCustomers reachedChannel

Telefonica Mexico51.2M45.8M4.78M100% WhatsApp

Deutsche Telekom1.29M—851KMulti-channel

Telekom (second account)387K—244KMulti-channel

StarHub49K42.4K34.6K100% WhatsApp

Atheer Telecom Iraq10K2.8K10K100% WhatsApp

Zain KSA384272245100% WhatsApp

Source: Sprinklr platform usage data.

Phase 1 · Journey Facilitator

Business Value of Phase 1

New revenue in days, not quarters

No IT project, no integrations. Marketing uploads a list in the morning and the campaign is in customers' hands the same day.

Engagement no other channel matches

WhatsApp messages get read in minutes — SMS and email don't. Quick-reply buttons capture buying intent the instant it exists.

Marketing spend that proves itself

Full-funnel attribution per campaign and segment — delivered, read, replied, converted. Budget follows evidence, not instinct.

KPIs this moves

↑ Campaign reach & read rate ↑ Offer conversion rate ↑ Campaign-attributed revenue ↓ Cost per acquisition ↓ Time-to-launch

Phase 2 · Once integrations are ready

Agentic AI on WhatsApp

Wired into Alfa's billing, CRM, and provisioning systems — it doesn't just answer, it acts. Escalation to humans carries full context.

Top telecom contact drivers — Sprinklr benchmarks

Service

28%

Internet & TV issues

25%

Retention

13.8%

Mobile

11.6%

Nearly 80% of contact volume sits in journeys the agent automates end to end.

Phase 2 · Agentic AI

What the Agent Handles

Pre-built journeys from Sprinklr's telecom task library — configured to Alfa's flows, not built from scratch.

Plan upgrade / downgrade

Eligibility check, penalty calculation, instant activation.

Usage & balance inquiry

Live data, minutes, and validity from the BSS.

Bill payment

Charge breakdowns, disputes, secure in-chat payment.

Recharge & top-up

Personalized bundles, multi-rail payment, instant provisioning.

Retention offers

Churn-intent detection, personalized counter-offers, loyalty credits.

SIM activation

New SIMs, replacements, port-ins — with KYC verification.

Complaint / ticket status

Ticket lookup, updates, proactive outage notifications.

Roaming packs

Travel-time recommendations and one-tap activation.

Technician scheduling

Slot booking, dispatch, and visit reminders for installs.

Alfa ● online · AI assistant

Hi, how much data do I have left this month?

18:21 ✓✓

Hi Karim! You've used 18.2 GB of 20 GB — at this pace you'll run out by Thursday, 9 days before renewal. Reply 1 to add 10 GB for $2, or 2 to upgrade to the 40GB bundle for +$3/month.

18:21

2 — and what's my current bill?

18:22 ✓✓

Done ✅ The 40GB bundle is active now. Your open invoice INV-4821 is $14.50, due Sep 3. Pay securely here:

18:22

🔒

Pay invoice INV-4821 · $14.50 pay.alfa.com.lb/inv-4821

Secure payment · card, wallet, or bank

Payment received ✅ Receipt sent by SMS and email. Enjoy the extra data! 🎉

18:24

Phase 2 · Agentic AI

Conversation in Action

Usage query — agent pulls live balance from the BSS and forecasts run-out.

Proactive offer — recommendation engine matches the right add-on or bundle.

Plan change — eligibility check, then instant provisioning via BSS APIs.

Bill payment — gateway issues a secure payment link; receipt confirmed back in chat.

Anything the agent can't complete escalates to a human agent with full conversation context.

Phase 2 · Agentic AI

Business Value of Phase 2

Campaign replies become instant revenue

Peak buying intent lasts minutes. The AI agent activates the offer and takes payment in the same conversation — no queue, no drop-off, no human needed.

The call center handles only what needs humans

~80% of contacts follow known journeys — usage, bills, recharge, SIMs, roaming — resolved 24/7 by the agent with no wait time.

Churn intercepted in the moment

Cancellation intent is detected mid-conversation and countered with a personalized offer — before the customer walks.

KPIs this moves

↑ Containment / deflection rate ↑ First-contact resolution ↑ CSAT ↑ ARPU via upsell ↓ Cost per contact ↓ Wait & handle time ↓ Churn

Every WhatsApp conversation becomes revenue, loyalty, and lower cost to serve — for every Alfa customer.

Thank you · Sprinklr for Alfa Telecom Lebanon