Page 41 - UNIFONIC SEAMLESS KSA REPORT - August 2023

Middle East-focused Unifonic unveils AI-powered chatbot at

Seamless Saudi Arabia

Riyadh – Mubasher: The Middle East's customer engagement platform Unifonic has presented its artificial
intelligence (AI)-powered chatbot on the first day of Seamless Saudi Arabia 2023, which kicked off in the Saudi
capital on Monday, 4 September.
The company assured that its AI chatbot will not be replacing human contact as it was developed to augment and
empower it, according to a press release.
The tech tool will handle common inquiries and tasks while allowing human agents to focus on complex and
value-added customer encounters. However, if the chatbot encounters an inquiry beyond its capabilities, it
promptly redirects the interaction to a human agent to ensure a seamless customer experience.
Catering to users in English, Arabic, and Urdu languages, the chatbot will leverage AI to collect and analyse
behavioral patterns and human language in order to perform precise interactions and engagement with
customers. It will further offer seamless connections between brands and customers as it will have the ability to
qualify leads, in addition to providing 24/7 support and increased cost optimisation.
Unifonic has incorporated the Natural Language Understanding (NLU) module into its chatbot to discern intent
with greater precision and be able to learn from user interactions with machine learning (ML) algorithms.
COO at Unifonic, Mohammed Sleeq, said: "At Unifonic, we believe in the transformative potential of AI to enhance
customer engagement and deliver exceptional experiences. Our goal is to seamlessly integrate AI across our platform
and solutions, facilitating effortless communication and creating personalized and effective interactions.”
The platform elaborated that the acquisition of Sestek in 2022 managed to allow Unifonic to endorse its AI
offerings by adding market-leading voice recognition technology.
Unifonic was established in 2006 and is currently operating through different offices in Saudi Arabia, the UAE,
Egypt, Jordan, and Turkey. This is in addition to Pakistan, the US, and the UK.

https://www.decypha.com/en/news/details/Middle-East-focused-Unifonic-unveils-AI-powered-chatbot-
at-Seamless-Saudi-Arabia/21371798