du looks at AI to revamp customer services for the next gen audience

Telco collaborates with AI companies in association with Dubai Future Accelerators
AI can use customer data in more than one way to improve customer experience.
AI can use customer data in more than one way to improve customer experience.


UAE telco du, in association with Dubai Future Accelerators has signed MoUs with two artificial intelligence companies, Ultimate AI from Finland, and Polish Quantum Lab, to enhance customer experience. The collaborations are targeted at enabling more meaningful engagement and interactions with customers in real time.

Osman Sultan, CEO, Emirates Integrated Telecommunications Company said: “The experiences we are engaging in at the DFA incubation centre are truly exciting and set the tone for the smart city innovations of the future. The entrepreneurs and start-ups that we are working with offer new and interesting perspectives into the working of the smart city of tomorrow, and together we are bringing the power of digitalisation and all its benefits to the forefront for the benefit of our valued customers”.

Together with Quantum Lab, du is looking to add facial recognition technology for its customer service agents to ensure that their body language adheres to du’s requirements, hence enhancing the experience for the customer.

“Customer service representatives work long hours in face to face interactions, and our tool enables them to ensure that their body language is in line with the messaging that du wants to send customers. This is a new level of innovation and AI that is the future of interpersonal communication with external stakeholders and will enable companies to ensure that the customer always comes first. We are thrilled to be working with du on this incredible project in the UAE,” said Bartosz Rychlicki, CEO, Quantum Lab.

Ultimate AI is working with du to enhance the real time engagement for customers through AI applications that will enable up to the minute answers to questions across digital, social and voice platforms. “We are seeing an increase in the use of AI in terms of personal assistants such as Google and Siri. We wanted to bring this technology to customers in the Middle East, enhancing the service element in the local language. Working together with du is an exciting prospect as it enables us to innovate in new spaces such as Facebook Messenger, as well as legacy customer platforms including phone and SMS. The real time responses will reduce the man power required to answer some of the customer’s queries. We are grateful to the DFA for the opportunity to work in Dubai and rub shoulders with some of the world’s most innovative start-ups,” said Reetu Kainulainen, CEO, Ultimate.ai.

The association with DFA is enabling du to further its investment in the entrepreneur community and facilitate a knowledge sharing environment.


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