AI-POWERED SOLUTIONSAI-Powered Customer Experience Solutions
AI-powered, human-led customer experience. We embed operational AI across the interactions we manage: so automation handles the high-volume, repetitive work and our people focus on the customers who need a human.
What's Included
Speech analytics across every interaction.
Real-time sentiment analysis: flagging frustrated customers for priority escalation.
Chatbots and AI-driven FAQ deflection with seamless human handoff.
Agent-assist and next-best-action: surfacing context and guidance live during the interaction.
Predictive routing and workforce forecasting.
Post-interaction AI summaries that update the CRM automatically.
How We Deliver
Our approach advances the UAE National Strategy for Artificial Intelligence 2031, which targets an economic contribution of AED 335 billion and names the adoption of AI across customer services among its objectives. We apply operational AI across UAE-managed CX delivery while keeping every customer outcome human-led. Source: UAE AI Office: ai.gov.ae/strategy.
Technology Platform
Advanced AI tools natively integrated into Genesys and Exotel ecosystems, including OpenAI, Google Dialogflow, and local LLMs.
Typical SLA Framework
SLA tables represent an illustrative framework. Final contracted SLAs are configured per engagement.
AI accuracy rate
Intent recognition kept above 92%
FAQ deflection rate
Deflection optimized between 30% to 50%
Handoff response time
Handoff to agent completed in under 15 seconds
Onboarding Timeline
From contract signature to go-live typically runs 4 to 8 weeks, managed by a dedicated implementation team.
Intent mapping
Analyzing chat history, defining intents, mapping workflows.
Training models
Training NLP engines, configuring response matrices.
Sandbox testing
Simulating interactions, verifying fallback systems.
Live deployment
Enabling AI features, hypercare monitoring, model calibration.
Certifications
ISO 27001-2015 (data privacy and security), ISO 9001 (quality assurance).
Ready To Start?
Book A Discovery Call Or Request A Proposal Customized For Your Volumes.