Avaya highlighted real world use cases for artificial intelligence technology at Gitex Technology Week 2016, demonstrating how it is helping businesses in the region to deploy solutions to transform their customer service offerings and enhance customer satisfaction. At the event, Avaya showcased a virtual banking assistant that combines analytics, automation and facial recognition to deliver a personalised experience to customers.
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, augmented reality, and robotics are becoming a reality in enterprises in the region, as companies look to deliver the unique, personalised experiences their customers expect.
Avaya is working with digital disruptors across the region to harness the power of artificial intelligence to push the boundaries of digital services, and create compelling customer services. According to IDC, the global market for machine learning applications will reach $40 billion by 2020, as developers look to add artificial intelligence 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 organisations that make it easier to do business with them.
Avaya’s research and development 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 artificial intelligence technologies to model customer language and dialogue interactions, the solution is designed to predict customer preferences and proactively resolve problems.
“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,” said Mohammed Areff, Vice President, MEA and Turkey, Avaya.