Tech Features
Reshaping Customer Service and Experiences: The Impact of Chatbots and AI
By Mohammed Sleeq, COO at Unifonic

Technology and artificial intelligence (AI) have become integral to our daily lives, reshaping industries and revolutionizing human experiences. The influence of AI, particularly through tech giants, is evident in the transformative impact it has had on various sectors. Meta, with its innovative Llama technology, and OpenAI, through ChatGPT, are leading the charge, providing cutting-edge solutions that redefine the industry landscape.
AI chatbots are becoming increasingly important in today’s industries, as they redefine the way operations are run. The world of customer service has witnessed a significant transformation, driven by the remarkable potential of AI-powered chatbots. This technical shift has rewritten customer experiences and engagement by meeting their preferences and interests.
Thanks to technological advancements, chatbots have become more capable than ever, making them an invaluable tool for organizations to enhance user experiences. Recent reports suggest that over 90% of users interacted with chatbots in the previous year, with 70% of them rating these conversations as positive.
With the help of advanced chatbots, around 90% of customer queries and concerns can be resolved within just 10 messages or less. This is because chatbot conversations are typically brief and to the point. The AI technology behind these chatbots is capable of comprehending customer requests and formulating tailored and effective solutions to their problems, resulting in minimal responses. Chatbot designers have complete control over the user interface, conversation flow, and response rates for various message options.
Did you know that the top five nations that use chatbots are the United States, India, Germany, the United Kingdom, and Brazil? It’s interesting to note that most of the approximately 1.5 billion chatbot users are based in these five countries. Moreover, this number is expected to continue growing worldwide. It is predicted that by 2027, many organizations will rely primarily on chatbots for customer assistance. In the Middle East, it is estimated that around 85% of all consumer interactions will be handled by technologies like chatbots by the year 2025.
Chatbots beyond functional roles
Chatbots can be an effective tool for customer service and marketing, as they can significantly reduce costs and save time. With advancements in AI, chatbots can now customize their interactions with each individual client, leading to more efficient and natural conversations. This enables businesses to gain a deeper understanding of their customers’ needs and preferences.
In the ever-evolving landscape of AI adoption, governments are quick to recognize the potential of chatbots. AI is rapidly being commoditized, with chatbots becoming integral tools for public services. Governments worldwide are actively leveraging chatbot technology for a range of applications, signalling a widespread recognition of its efficiency in handling citizen interactions.

In the past, chatbots could only provide customers with basic assistance due to their reliance on rules-based reasoning. They would identify specific trigger words and phrases in a customer’s query and respond with pre-scripted statements. However, this approach had limitations since chatbots couldn’t learn from customer interactions, which made it difficult for them to understand precisely what the customer required. As a result, chatbots were only effective in answering straightforward queries.
Additionally, it was also challenging for previous chatbot versions to accommodate regional dialects and engage in non-European language conversations. However, with the use of natural language processing (NLP) or natural language understanding (NLU), modern automated chat systems have become more effective in interacting with users in Arabic and many other global languages. Contemporary AI-driven chatbots now leverage advanced language processing, enabling effective interactions in multiple languages. For regions like the Middle East, where a 24/7 multilingual call center is costly, AI presents a very effective solution. Modern chatbots offer real-time translations, enhancing customer satisfaction and operational efficiency. For example, Unifonic’s software solutions operate seamlessly in English, Arabic, and Urdu, showcasing the flexibility of AI in breaking language barriers, which is crucial for an inclusive customer experience.
Today’s AI chatbots have already shown significant improvements in human-like communication. With advanced language processing algorithms, these chatbots can understand the user’s inquiry and provide appropriate responses with a natural conversational tone. They are also capable of learning the user’s behavior and preferences, creating a more personalized and natural conversation experience. It’s as if the chatbot is genuinely listening and engaging with the user, simulating human-like conversation. The advancement in AI chatbots has made it possible to bridge the gap between human and machine communication, making it easier for users to interact with them. With all the advancements and benefits that come with AI-driven chatbots, it is expected that their adoption will increase significantly worldwide in the next few years.
AI bots and their ability to exhibit human-like characteristics in future
Interacting with a conversational chatbot feels more natural and organic because it can understand synonyms, emotions, and context better. This enhances the AI’s understanding of customers and their queries, reducing misunderstandings that could lead to a negative experience.
Moreover, these AI chatbots are known for their empathetic responses, which enable them to identify and respond to the emotions that humans display during conversations. The chatbot system can recognize a broad range of emotional states, from happiness to despair or frustration, by analyzing the tone, choice of words, and facial expressions. This reaction not only enhances the user experience but also enables users and robots to communicate more effectively.
Evolving role of AI in chatbots
Globally, conversational AI chatbots are revolutionizing the corporate landscape. A few years ago, many chatbots were ineffective, often counterproductive, and poorly configured, resulting in low customer satisfaction. However, the rapid advancement of AI and Natural Language Understanding has significantly contributed to the emergence of more advanced chatbots.
Nowadays, AI chatbots have become vital tools in modern marketing, seamlessly integrating with full-funnel conversational marketing strategies. These advanced chatbots play a crucial role in every stage of the customer journey, from initial awareness to post-purchase engagement. During the initial awareness stage, AI chatbots interact with website users in real-time, providing them with immediate information and support. As users progress through the consideration phase, these chatbots use personalized interactions to assist them in making informed decisions.
In addition to facilitating smooth processes during the decision and conversion stages, AI chatbots are essential for maintaining client retention post-purchase. They offer continuous assistance and gather insightful feedback to improve user experiences. Together, conversational marketing and AI chatbots enable organizations to create lasting connections with their target audiences, driving success across the entire marketing funnel.

Assessing valuable user data through chatbot interactions
In today’s fast-paced digital world, businesses from various industries constantly seek innovative ways to connect and engage with potential customers. Chatbots are an effective tool, providing companies with a unique opportunity to customize their interactions and engage effectively with their target audience. Additionally, chatbots help streamline the customer acquisition process, making it more efficient and effective.
Privacy and protection of customer data
It is important to integrate AI chatbots into operations with proper awareness and understanding of the potential ethical issues that may arise. Using private data collected by chatbots poses many moral and legal challenges. AI technology suppliers must provide information on how their systems handle ethical issues and what measures should be taken when implementing them. This is primarily because chatbots can gather information about customer preferences, behavior, and interactions, which can provide numerous useful insights.
By utilizing these insights, chatbot users will be provided with a better and tailored experience, as well as more precise and relevant answers to their queries. However, the collection and storage of personal data and information require secure management of this data in a compliant manner. Companies must ensure that they have the necessary security mechanisms in place to safeguard customer information and comply with data privacy laws, such as the General Data Protection Regulation (GDPR).
Chatbots are significantly transforming the customer service industry by providing companies with the opportunity to offer clients seamless, personalized, and effective customer assistance. They lower expenses and improve customer experiences by handling numerous requests simultaneously, providing immediate responses, and delivering tailored interactions. Chatbots are expected to become increasingly complex and sophisticated as technology continues to develop, further combining voice recognition, emotional intelligence, and other cutting-edge AI tools to enrich customer journeys.
Tech Features
From cost efficiency to carbon efficiency: The new metric driving tech decisions
- BY: Ali Muzaffar, Assistant Editor at School of Mathematical and Computer Sciences, Heriot-Watt University Dubai
n boardrooms across the globe, something big is happening, quietly but decisively. Sustainability has evolved far beyond being a “nice-to-have” addition to an ESG report. It’s now front and centre in business strategy, especially in tech. From green computing and circular data centers to AI that optimizes energy use, companies are reshaping their technology roadmaps with sustainability as a core driver and not as an afterthought.

Not long ago, tech strategy was all about speed, uptime, and keeping costs per computation low. That mindset has evolved. Today, leaders are also asking tougher questions: How carbon-intensive is this system? How energy-efficient is it over time? What’s its full lifecycle impact? With climate pressure mounting and energy prices climbing, organisations that tie digital transformation to their institutional sustainability goals.
At its heart, green computing seeks to maximize computing performance while minimising environmental impact. This includes optimising hardware efficiency, reducing waste, and using smarter algorithms that require less energy.
A wave of recent research shows just how impactful this can be. Studies indicate that emerging green computing technologies can reduce energy consumption by 40–60% compared to traditional approaches. That’s not a marginal improvement, that’s transformational. It means smaller operating costs, longer hardware life, and a lower carbon footprint without sacrificing performance.
Part of this comes from smarter software. Techniques like green coding, which optimise algorithms to minimise redundant operations, have been shown to cut energy use by up to 20% in data processing tasks.
Organisations that adopt green computing strategies aren’t just doing good; they’re driving tangible results. Informed by sustainability principles, energy-efficient hardware and
optimisation frameworks can reduce energy bills and maintenance costs at the same time, often with payback periods of three to five years.
Data centres are the backbone of the digital economy. They power software, store vast troves of data, and support the artificial intelligence systems driving innovation. But this backbone comes with a heavy environmental load. Collectively, global data centres consume hundreds of terawatt-hours of electricity each year, which is about 2% of total global electricity.
As AI workloads surge and data storage demand explodes, energy consumption is rising sharply. Looking ahead to 2030, the numbers are hard to ignore. Global data
centre electricity demand is expected to almost double, reaching levels you’d normally associate with an entire industrialised country. That kind of energy appetite isn’t just a technical issue, it’s a strategic wake-up call for the entire industry.
This surge has forced a fundamental rethink of how data centres are built and run. Enter the idea of the circular data centre. It’s not just about better cooling or switching to renewables. Instead, it looks at the full lifecycle of infrastructure, from construction and daily operations to decommissioning, recycling, and reuse, so waste and inefficiency are designed out from the start.
The most forward-thinking operators are already implementing this approach. Advanced cooling methods, such as liquid cooling and AI-driven thermal management, are revolutionising the industry, reducing cooling energy consumption by up to 40% compared to traditional air-based systems. That’s a big win not only for energy bills, but also for long- term sustainability.
Beyond cooling, operators are turning heat waste into a resource. In Scandinavia, data centres are already repurposing excess thermal output to heat residential buildings, a real- world example of how technology can feed back into the community in a circular way. These strategies are already showing results, with approximately 60% of data centre energy now coming from renewable sources, and many operators are targeting 100% clean power by 2030.
Circular thinking extends to hardware too. Companies are designing servers and components for easier recycling, refurbishing retired equipment, and integrating modularity so that parts can be upgraded without replacing entire systems.
For businesses, circular data centres represent more than environmental responsibility. They can significantly lower capital expenditures over time and reduce regulatory risk as governments tighten emissions requirements. While AI itself has been criticised for energy use, the technology also offers some of the most effective tools for reducing overall consumption across tech infrastructure.
AI algorithms excel at predictive optimisation, they can analyse real-time sensor data to adjust cooling systems, balance computing loads, and shut down idle resources. Across case studies, such systems have reliably achieved 15–30% energy savings in energy management tasks in cloud environments, dynamic server allocation and AI-assisted workload management have contributed to energy savings of around 25% when compared with conventional operations.
Tech Features
The Bold AI Rewrite of Enterprise Software!
By Srijith KN, Senior Editor, Technology Integrator
Celebrating more than two decades in the region—and backed by over 800 enterprise customers—Ramco Systems is not merely expanding; it is doubling down on its presence. With a 50-member local team and a roadmap anchored in deep product localization, the company’s strategy is clear: build for the region, in the region. Local language support, government-portal integrations, and strict alignment with regional data privacy laws form the foundation of Ramco’s next chapter.

At the media roundtable held in Dubai as part of Ramco@20, Integrator had a front-row view into the company’s transformation; one that is not just incremental but architectural. From pioneering client-server systems to shaping modern SaaS platforms, Ramco has long played in the innovation lane. But what they are now setting their sights on could reshape the enterprise software landscape once again: AI-native enterprise systems.
From System of Record to System of Intelligence
Ramco’s next strategic leap is a shift from traditional enterprise software—rigid, transactional, and complex—to a fluid “system of intelligence.” Imagine an enterprise app that doesn’t wait for instructions but proactively surfaces insights, flags anomalies, and allows employees to manage operations through natural conversation. That is the future Ramco is building toward.
One of their strongest verticals—HR and payroll—illustrates this ambition. They already support organizations with massive workforce structures, including companies with over 100,000 employees and more than 1,000 pay components. Under an AI-powered interface, many of these complicated workflows will compress into simple prompts, removing friction from one of the most complex business domains.
A ChatGPT-Like Canvas for Enterprise Work
The company demonstrated an early preview of its conversational interface; a clean, unified canvas where users can query pending purchase requests, generate reports, or even create purchase orders using a single natural language prompt. The UX remains consistent for all, but the underlying workflows, context, and AI-generated outputs adapt to individual users and company-specific processes.
But the most compelling use cases emerged when the discussion shifted to aviation; a sector where Ramco already has deep domain expertise.
AI on the Hangar Floor: A Glimpse into Aviation’s Future
Picture a technician standing beside a massive aircraft engine, disassembling components, identifying faults, replacing parts, and logging every detail meticulously. Aviation is unforgiving—every part must meet airworthiness standards, track flying hours, and comply with stringent regulations. Only certified personnel can work on the engine, and even the tools they use must be OEM-mandated.
Now layer AI into that setting.
As a technician opens an engine and reports an issue—say, a damaged blade—the AI instantly scans 15–20 years of historical maintenance data. It recognizes patterns and alerts the technician:
“John, you’re replacing this blade on an A380. Historically, whenever this part is replaced, another related fault tends to appear within eight months. Would you like to inspect that area as well?”
This is not a textbook recommendation. It is institutional memory—decades of real-world faults and fixes—surfacing as real-time intelligence. The system becomes a second expert on the floor, conversing with technicians, guiding actions, and ensuring nothing slips through the cracks. This simple conversational canvas, Ramco argues, has the potential to reshape ground-level operations in one of the world’s most complex industries.
The Critical Question: What About Data Privacy?
As enterprise AI evolves, the most pressing concerns are no longer about innovation; they’re about protection. So, we asked the question that matters most: How does Ramco secure customer data in an AI-driven future?
Their answer was reassuringly clear:
- All AI workloads are hosted locally within the customer’s private environment.
- Data never leaves the region. Workloads are deployed in the customer’s local data center.
- Every customer gets an isolated AI instance. No shared environments, no cross-pollination of data.
- No external web calls, ensuring full containment and compliance.
In an era where enterprises fear the opacity of AI, Ramco is betting on transparency and regional sovereignty.
The Road Ahead
Ramco’s mission is ambitious: to redefine enterprise apps through AI and shift the industry from systems that store data to systems that think. And based on what we witnessed at Ramco@20, this is not a distant vision; it is already taking shape on factory floors, in payroll departments, and inside aircraft hangars.
The next era of enterprise software won’t just automate processes. It will understand them. And Ramco is positioning itself to become one of the first global players to make that leap—from record-keeping to intelligence-building—right here in the region.
About Ramco Systems
Ramco Systems is a world-class enterprise software product/platform provider disrupting the market with its multi-tenant cloud and mobile-based enterprise software, successfully driving innovation for over 25 years. Over the years, Ramco has maintained a consistent track record of serving 800+ customers globally with 2 million+ users and delivering tangible business value in global payroll, aviation aerospace & defense, and ERP. Ramco’s key differentiator is its innovative approach to develop products through its revolutionary enterprise application assembly and delivery platform. On the innovation front, Ramco is leveraging cutting-edge technologies around artificial intelligence, machine learning, RPA, and blockchain, amongst others, to help organizations embrace digital transformation.
Tech Features
HOW GCC OPERATORS CAN LEAD THE NEXT AI WAVE WITH FUTURE-PROOF OPTICAL NETWORKS
By Pete Hall, Regional Managing Director, Ciena Middle East & Africa
Artificial Intelligence (AI) is advancing at a rapid pace in the region, driving innovation across various industries. The GCC now stands at a pivotal moment, with AI transitioning from a hyperscaler-centric phenomenon to a ubiquitous force shaping enterprise and consumer networks alike.
Globally, Amazon Web Services (AWS), Google Cloud, Microsoft Azure and NVIDIA have stepped in to manage large-scale computing and data processing needs. Unlike traditional data centers, they are built to meet evolving workloads without major infrastructure changes.
The rapid expansion of data centres to meet soaring demand is also evident in the UAE, where du announced a deal with Microsoft to set up a data centre in the country to revolutionize the digital ecosystem. Next door, Saudi Arabia has been expanding its investments in data centres to drive its wider ambitions to become a regional AI leader and global tech hub.
While much of the AI optics boom has so far been confined to data center interconnects, growth is now shifting from AI model training to AI inferencing, where AI models can make accurate predictions based on new data. However, it takes data-intensive AI training to make this a reality.
As new AI applications such as AI-powered analytics, immersive media, and automation are expected to surge through 2030, the next wave will demand robust, low-latency, high-capacity optical transport across metro and long-haul networks.
In particular, GCC markets are primed to experience rapid uptake due to national AI agendas and smart city initiatives. A 2025 survey shows AI traffic could account for 30–50% of metro and long-haul capacity within three years. It is interesting to note that enterprises, not hyperscalers, are expected to drive the most network traffic growth over this period.
As the AI traffic boom moves beyond the data centre, low latency, high capacity, and resilient optical links will be the key differentiators for AI-driven workloads. This is precisely where regional telcos can take the lead. The market for capacity is already evolving quite rapidly.
Earlier this year, e& UAE became the first in the Middle East and Africa to deploy Ciena’s WaveLogic 6 Extreme, achieving ultra-high-speed 1.6 Tb/s per wavelength connectivity. This advancement supports 10 Gb home services and wholesale and domestic business customer traffic with 100G and 400G requirement.
The GCC’s investment in high-capacity optical networks, powered by new innovations such as WaveLogic 6, provides a competitive advantage in meeting the increasing AI traffic demands. If they are to take this to the next level, GCC telcos must capitalize on their relatively greenfield networks to deploy future-proof optical infrastructures faster than more mature markets constrained by legacy systems.
GCC operators are charting a new course as AI enablers, leveraging managed optical fiber networks and AI-optimized SLAs to deliver greater value and innovation beyond traditional bandwidth services.
To accelerate this journey and speed time to market, operators are also taking steps to address capex constraints, skill gaps, and organizational alignment. By positioning themselves as AI ecosystem leaders, they can unlock long-term revenue and resilience.
There is a real window of opportunity for GCC operators to capitalise on the AI optical wave. Thanks to national AI strategies, sovereign cloud initiatives, and hyperscaler partnerships, they already have a head start. By continuing to invest in future-proof, high-capacity, low-latency optical networks they can ensure network readiness for AI’s exponential traffic growth. The next three years will determine whether GCC operators shape the AI economy or chase it.
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