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.


Editor's Choice

The robots are coming: Impact of AI on executive search
As the technology industry’s elite struggle to agree on the potential impact of AI and a raft of people queuing up to advise on the potential disruption it will cause, this article by John Curtis-Oliver, Partner at Boyden studies the potential impact on the executive hiring and the executive search industry.
Saudi Football changes pitch from MBC to STC
The news comes just a few days after the release of Saudi businessman Waleed al-Ibrahim, who has management control of MBC. Reuters reports senior Saudi officials saying that Ibrahim agreed to an “undisclosed settlement after admitting to unspecified violations”.
HetNets: paving the way for “ultraband” age
Over time, telecom operators will provide consumers with a “universal connectivity” service (to rule them all), incorporating Wi-Fi and mobile broadband as a single resource, in an “always best connected” mode, leading to an ultraband connectivity service.

Don't Miss a Story

You may also like

FTA Channel enters new phase in video delivery with SES and MX1
The non-linear distribution service provided through SES's wholly owned subsidiary, MX1, will be the first of its kind in Equatorial Guinea.
9500 RTA taxis in Dubai to get free WiFi by Ramadan 2018
Blackwire deployed KiFi for 7500 TransAD taxis in Abu Dhabi last year and is partnering with SAPO in Japan to help Tokyo become Olympic Games ready
Software AG gets a new CEO
Currently serving as GM global revenue of IBM Watson IoT at Munich, Sanjay Brahmawar has an international and multicultural background with experience in Germany, England, Holland, Belgium, Finland and India.
du launches new loyalty programme for select customers
du Concierge is a bespoke loyalty programme developed by du in partnership with Peacock Concierge for a selected number of clients