Martechvibe, CEQUENS Launch Report on Customer Service in the Age of AI
The report discusses the attitudes and expectations towards AI in the customer service industry that are impacting business decisions.
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As AI technology grows, business leaders in the Middle East are on the right track. They are working to deploy it ethically, inclusively, and transparently to ensure that it works for everyone— customers, employees, and everyone in between.
Martechvibe, in collaboration with CEQUENS announced the launch of its report, ‘The Role of AI in Customer Service’ in collaboration with Martechvibe. The report reveals that the Middle East customer service industry is on the right track but far from complete.
The industry is now on the brink of entering its second phase of AI adoption. It is expected to be more complex and ambitious, focusing on sophisticated use cases such as advanced data analytics that read into customer emotions and the development of a seamless, AI-driven omnichannel strategy.
“As a leading innovator in AI-driven customer engagement solutions, we’re excited to share our expertise in this comprehensive report. Our findings demonstrate how AI can streamline operations and improve customer satisfaction for customer-centric businesses in the MENA market,” said Ahmed Shabrawy Chief Research and Innovation Officer at CEQUENS.
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To gather real data-led insights, a survey was conducted with over 200 customer service representatives holding various positions, such as Directors, C-suite, Heads of departments, Senior Managers, and Managers. Most respondents have a customer base of over 1,000,000 customers. They were chosen from several industries, including BFSI, retail, hospitality and healthcare across UAE, KSA, Qatar, Kuwait, Oman, Egypt, and Bahrain.
Key Findings from the Report:
77% of respondents said they are scaling up in their AI journey.
82% of respondents said they are looking to invest in genAI tools.
67% are looking to invest in predictive analytics tools.
77% reported that limited decision-making authority is a key challenge for customer support agents today.
The true litmus test of success lies in the industry’s ability to ensure these technologies’ effective, secure, and efficient integration into customer service operations.
Read the full report here.
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