Sunday 16, October 2016

Dubai – MENA Herald: With a predominantly young, tech-savvy population and some of the highest smartphone penetration rates in the world, the Middle East is at the forefront of the customer experience transformation. Emerging technologies such as artificial intelligence (AI), augmented reality, and robotics are becoming a reality in enterprises in the region, as companies look to deliver the unique, personalized experiences their customers expect.

Avaya is highlighting at GITEX Technology Week 2016 real-world use cases for AI technology, demonstrating how it is helping businesses in the region to deploy cutting-edge solutions to transform their customer service offerings and enhance customer satisfaction. Visitors to the Avaya stand will be able to experience AI first-hand, with Avaya showcasing a virtual banking assistant that combines analytics, automation and facial recognition to deliver a highly personalized experience that changes the rules for customer interaction.

Avaya is working with digital disruptors across the region to harness the power of AI to push the boundaries of digital services, and create compelling customer services. According to researcher International Data Corporation (IDC), the global market for machine learning applications will reach $40 billion by 2020, as developers look to add AI features to apps. Customer service is a key priority for businesses in the region, with 83% of UAE respondents in an Avaya/BT study saying they would buy more from organizations that make it easier to do business with them.

Avaya’s R&D team is developing a self-learning “chatbot” solution, capable of holding intelligent conversations with customers, answer queries and resolve customer service issues. By leveraging self-learning AI technologies to model customer language and dialogue interactions, the solution is designed to predict customer preferences and proactively resolve problems.

GITEX Technology Week 2016 takes place from October 16-20 at the Dubai World Trade Centre. Avaya executives will be present all week, showcasing the latest innovations designed to enable companies to meet customer and employee expectations with true multi-touch communication capabilities. Avaya will demonstrate cutting-edge solutions that create amazing experiences for both customers and employees, helping businesses to compete more effectively in today’s rapidly changing environment.

“Artificial Intelligence is set to become the new consumer expectation. Here in this region, we are already seeing the technology crossing over into mainstream use, as companies look to innovation to drive the customer experience and to leapfrog competitors in other markets. Enterprises today understand that they need to evolve digitally, deliver unique experiences and resolve their customers’ most pressing issues – almost before they have them. GITEX Technology Week is the perfect platform to showcase what we are doing to help our customers achieve their digital transformation objectives.”
Mohammed Areff, Vice President, MEA & Turkey, Avaya