An industry expert predicts that the UAE is set to experience substantial progress in conversational AI over the next decade, aimed at improving customer experiences and operational efficiency.
According to Beerud Sheth, the Founder and CEO of Gupshup Technologies, businesses in the UAE will increasingly adopt personalized interactions through the integration of advanced technologies like natural language processing (NLP), machine learning, and deep learning. These technologies will facilitate more precise and timely responses to customer inquiries, thereby enhancing customer satisfaction and loyalty.
Gupshup, a leading conversation cloud, empowers businesses to engage with customers through AI and CPaaS, serving over 45,000 brands globally and handling over 10 billion messages monthly. Sheth highlights that AI-powered chatbots will significantly enhance customer service quality across various sectors in the UAE, especially with the growing demand for multilingual support.
The UAE government's support for AI and conversational AI in sectors like healthcare, education, and finance will also drive advancements. Sheth envisions WhatsApp Business playing a crucial role in the evolution of conversational AI in the UAE, due to its extensive user base and integration capabilities with e-commerce platforms.
AI-powered language solutions will be essential in addressing the UAE's multicultural and multilingual market, enabling seamless communication and engagement. In the financial services sector, conversational AI is transforming customer interactions by providing personalized services through AI-powered chatbots and virtual assistants.
The concept of a Conversational Cloud is crucial for effective two-way communication with customers, offering a unified platform for conversational AI, omnichannel messaging, and personalized engagements. Gupshup leverages this technology to foster customer relationships through real-time, two-way interactions.
Gupshup faces challenges such as localizing its offerings and educating the market about the benefits of AI-powered chatbots. However, the company is addressing these challenges through local team expansion, customizable AI solutions, and continuous improvement based on feedback.
