UAE-based telecom services operator du, in association with the Dubai Future Accelerators (DFA), is paving the way for smart customer service in collaboration with several global start-ups.
In today’s real time world, customers have real time expectations, which du is addressing by investing in artificial intelligence collaborations to bring a new, digitalised level of customer service to customers, said a senior official.
In line with its association with the DFA, du has signed two Memoranda of Understanding with innovative artificial intelligence companies, Ultimate AI from Finland, and Polish Quantum Lab, to enhance the customer experience using future technologies.
"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," remarked Osman Sultan, the chief executive of du.
"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," he stated.
"Our association with the DFA will enable us to have more meaningful engagement and interactions with our customers in real time," he added.
Through these MoUs, du said it aims to enhance its customer experience offering by further improving its face to face services, as well as enhancing the real time element of its digital offering.
Together with Quantum Lab, the Emirati firm 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," said Bartosz Rychlicki, the chief executive officer, Quantum Lab.
"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,” remarked Rychlicki.
Finnish outfit 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," stated Reetu Kainulainen, the CEO of Ultimate.ai.
"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," he added.
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