Page 46 - UNIFONIC SEAMLESS KSA REPORT - August 2023

9/5/23, 1:26 PM Middle East-focused Unifonic unveils AI-powered chatbot at Seamless Saudi Arabia - Almasryalyoum - Mubasher
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.

On the other hand, the first day of Seamless Saudi Arabia 2023 witnessed a
partnership agreement between OneCard and a Tadawul-listed bank.

Furthermore, Mubasher had an interview with an official from the DFM-listed
Aramex.

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