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
HOW WOMEN SCIENTISTS CAN ACCELERATE NATIONAL INNOVATION GOALS
Dr Heba El-Shimy, Assistant Professor (Data and AI), Mathematical and Computer Sciences, Heriot-Watt University Dubai

Healthy societies, institutions, or teams operate best when comprising a healthy balance between males and females. A landmark study by Boston Consulting Group (BCG) with the Technical University of Munich uncovered that companies with above-average gender diversity generated around 45% of their revenues from innovative products, compared to only 26% as innovative revenues for companies with below-average gender diversity. These findings are echoed in the scientific field. A 2025 study by Nature analyzing 3.7 million US patents revealed that inventing teams with higher participation of women are associated with increased novelty in patents. Research by the Massachusetts Institute of Technology confirms that teams with more women exhibit significantly higher collective intelligence and are more effective at solving difficult problems. These studies tell one clear story: that participation of women in innovative and scientific fields is not only desirable — it is a strategic national asset.
UAE Women In STEM
The UAE holds one of the world’s most striking gender profiles in STEM education. According to UNESCO data, 61% of graduates in STEM fields are Emirati women, surpassing the Arab world average of 57% and nearly doubling the global average of 35%. At government universities, 56% of graduates are women, and they represent over 80% of graduates in natural sciences, mathematics, and statistics.
These numbers have translated into accomplishments that have captured global attention. The Emirates Mars Mission — the Hope Probe — was developed by a team of scientists that was 80% women, selected based on merit. Noora Al Matrooshi became the first Arab woman to complete NASA astronaut training in 2024. The Chair of the UAE Space Agency and the mission’s Deputy Project Manager is a woman: H.E. Sarah Al Amiri. At Mohamed bin Zayed University of Artificial Intelligence (MBZUAI), female enrolment reached 28% within five years and continues to grow. Women’s talents are being recognised — this is not a mere future ambition, but a present reality.
Scientific Research As An Engine For National Strategy
The ‘We the UAE 2031’ vision sets ambitious goals: doubling GDP to AED 3 trillion, generating AED 800 billion in non-oil exports, and positioning the country as a global hub for innovation, artificial intelligence, and entrepreneurship. The UAE’s rise to the 30th place in WIPO Global Innovation Index 2025 signals a steady pace towards achieving the UAE 2031 vision. Sustaining this ascent requires continued investment into human capital to produce research output, intellectual property, and commercial innovation at a pace matching the ambition. This is precisely where women scientists become indispensable.
Women scientists are already major contributors to the seven priority sectors identified in the UAE National Innovation Strategy: renewable energy, transport, education, health, technology, water, and space. UAE women scientists are research-active in climate science, sustainable materials, clean energy systems, AI-driven diagnostics in healthcare, and environmental monitoring — all crucial sciences that the national development commitments depend on.
Knowledge economies are built on the ability to generate, apply, and commercialize research locally — reducing the dependence on imported technologies and creating self-sustaining innovation ecosystems. When a researcher at UAEU develops patented computational methods for drug design, as Dr. Alya Arabi recently did with four patents spanning AI-driven pharmaceutical development and medical devices, that is intellectual property created on UAE soil, addressing healthcare challenges that would otherwise require imported solutions. When women scientists at Masdar City and Khalifa University advance research in solar energy systems, carbon captured materials, or sustainable desalination, they are producing foundational science that the UAE’s Net-Zero 2050 Strategy depends upon.
Masdar’s WiSER (Women in Sustainability, Environment and Renewable Energy) programme has graduated professional young women from over 30 nationalities, closing the gap in the global sustainability workforce. In healthcare, women scientists are active in the areas where AI, genomics, and precision medicine converge. The Emirati Genome Programme, M42’s Omics Center of Excellence, and the Abu Dhabi Stem Cells Center all represent domains where locally produced research can reduce the country’s reliance on imported diagnostics and therapeutics.
From these examples, it is clear that women scientists’ and researchers’ contributions are a central pillar of the national R&D ecosystem.
A Regional And Global Perspective
The UAE’s experience is instructive for the wider region. Across the Arab world, up to 57% of STEM graduates are women, yet the MENA region maintains one of the lowest female workforce participation rates globally at 19%. Saudi Arabia’s Vision 2030 has made notable progress, with women’s workforce participation reaching 36.2% and women now comprising 40.9% of the Kingdom’s researchers. The challenge across the GCC and MENA is consistent: converting educational attainment into sustained professional participation and research output. Globally, only one in three researchers is a woman, and parity in engineering, mathematics, and computer science is not projected until 2052. UNESCO’s 2026 International Day of Women and Girls in Science theme — “From Vision to Impact” — captures this urgency well.
The Way Forward: From Vision To Impact
As an academic working at the intersection of artificial intelligence and healthcare research in Dubai, I witness this potential daily — in students who arrive with rigour and ambition, in researchers producing work that stands alongside the best globally, and in a national ecosystem that increasingly treats women’s scientific participation as a strategic priority rather than a social courtesy. But policies alone do not produce innovation. What produces innovation is funding, access to facilities, clear pathways from research to commercialisation, and the recognition that a woman scientist publishing a patent in the UAE is building national capability in exactly the same way as the infrastructure projects that make headlines.
Sustained commitment is key — from governments, institutions, and the private sector — to ensure that every woman scientist in this region has the funding, the platforms, and the pathways to convert her research into national impact. When women scientists thrive, nations innovate faster. The UAE understands this. Now it must ensure the rest of the ecosystem does too.
Tech Features
WOMEN IN AI AND DATA SCIENCE: WHO IS BUILDING THE ALGORITHMS THAT SHAPE OUR FUTURE?
Dr Maheen Hasib, Global Programme Director for BSc Data Sciences, School of Mathematical and Computer Sciences, Heriot-Watt University Dubai

Artificial intelligence (AI) and data science are no longer distant or experimental ideas. They quietly sit behind many of the decisions that shape our everyday lives: how patients are diagnosed, how job applications are filtered, how loans are approved etc. These systems increasingly influence who gets opportunities and who does not. That reality makes one question impossible to ignore: who is building the algorithms that shape our future?
As a Programme Director for the Data Sciences programme at Heriot-Watt University, this question is not just academic for me, it is deeply personal. Every year, I meet capable, curious, and motivated young women who are genuinely interested in data science. Yet many hesitate. Not because they lack ability, but because they are unsure whether they truly belong in the field. Too often, they do not see people (like themselves) reflected in AI research, technical teams, or leadership roles. And that absence matters.
When bias in AI feels uncomfortably familiar
AI systems are often described as objective or neutral, yet they are trained in data shaped by human history, something that is far from neutral. When training data reflects existing gender imbalances, AI systems can replicate and even magnify those patterns. This has led to technologies that perform less accurately for women, fail to capture women’s health needs, or disadvantage women in recruitment and evaluation processes.
For many women, these outcomes feel uncomfortably familiar. They echo everyday experiences of being overlooked, misunderstood, or underrepresented. In most cases, this is not the result of deliberate exclusion. It is the consequence of design choices made without diverse perspectives at the table.
Why representation goes beyond numbers
Representation in AI and data science is often discussed in terms of statistics or diversity targets. But at its core, representation is about perspective. When women are involved in developing AI systems, they help shape how problems are defined, what data are considered relevant, and which risks are taken seriously.
From an academic perspective, diverse teams produce more robust research and better-tested models. From a human perspective, they help ensure that AI systems work for the full range of people they are meant to serve. Inclusion improves both technical quality and social impact, it strengthens the science and the society it serves.
Women and the future of ethical AI
Many women working in AI are already at the forefront of discussions around fairness, transparency, explainability, and responsible data use. These are not peripheral concerns; they are central to building trustworthy AI. Ethical AI requires asking difficult questions: Who might be harmed when a system fails? Whose data is missing? Who is affected by design decisions that seem minor on the surface?
By advocating for human-centered approaches, women in AI are helping shift the field beyond purely performance-driven metrics toward systems that balance innovation with responsibility.
Education, encouragement, and visibility matter
At Heriot-Watt University Dubai, we make a deliberate effort to encourage women to pursue data science, not just as a degree, but as a long-term career. This means creating supportive learning environments, highlighting female role models, and openly discussing the wide range of paths that data science can lead to. Students need to see that success in AI does not follow a single template.
Equally important are spaces where women can connect, share experiences, and feel supported. As an ambassador for Women in Data Science, I have seen how such events play a vital role. They create visibility, build confidence, and remind women that they are not alone. We need more of these initiatives, not as one-off celebrations, but as sustained platforms for mentorship, networking, and growth.
Encouraging women in AI is not about lowering standards or meeting quotas. It is about recognizing that inclusive participation leads to better research, more ethical technologies, and systems that genuinely reflect the societies they shape.
Conclusion
As AI and data science continue to influence our world, we must ask not only what these systems do, but who designs them. Supporting women to study data science, pursue AI careers, and step into leadership roles is essential to building technologies that are fair, responsible, and trustworthy. Through education, visibility, and initiatives, we can help ensure that the future of AI is shaped by many voices.
The future of AI should be one where women do not simply use technology but actively shape it.
Tech Features
INSIDE THE TECHNOLOGY THAT MAKES HUAWEI FREECLIP THE BEST OPEN-EAR EARBUDS!
It has been two years since the debut of the original HUAWEI FreeClip, Huawei’s first-ever open earbuds that took the market by storm. Its massive popularity proved that the world was ready for a new kind of listening experience. The new HUAWEI FreeClip 2 tackles the hard challenges of open-ear acoustics physics head-on, combining a powerful dual-diaphragm driver with computational audio. It delivers depth and clarity, which was once thought impossible with an open-ear design.
Solving the acoustic limitations of open-ear audio alone would have been sufficient to make the HUAWEI FreeClip 2 our pick for best open-ear audio. But it is way more than that.
Comfortable C-Bridge design
The HUAWEI FreeClip 2 earbuds weigh only 5.1 g per bud, a 9% reduction from the previous generation. This lightweight architecture ensures an effortless experience, perfect for long calls, workouts, and commutes, allowing you to wear them all day without fatigue. The comfort bean is 11% smaller than the previous model, yet the design provides a secure fit that prevents the earbuds from falling out, even during intense activity.
Constructed from a new skin-friendly liquid silicone and a shape-memory alloy, the C-bridge is 25% softer and significantly more flexible than its predecessor. Finished with a fine, textured surface, it ensures a comfortable, irritation-free wearing even after extended use.
Adaptive open-ear listening
The acoustic system has been significantly upgraded, featuring a dual-diaphragm driver and a multi-mic call noise cancellation system. This setup not only delivers powerful sound but also maximises space efficiency. That’s why, despite their small size, these earbuds can deliver substantial acoustic performance.
The Open-fit design of the earbuds demands high computing power to maintain sound quality and call clarity. The HUAWEI FreeClip 2 offers ten times the processing power of the previous generation, serving as Huawei’s first earbuds to feature an NPU AI processor for a truly adaptive experience. The new dual-diaphragm driver includes a single dynamic driver with two diaphragms, effectively doubling the sound output within a compact space to provide a significant boost in volume and bass response.
Furthermore, the earbuds dynamically detect surrounding noise and adjust volume and voice levels in real-time. If the environment is too noisy, the system uses adaptive voice enhancement to specifically boost human frequencies, ensuring you never miss a word of a podcast or audiobook. When you return to a quiet environment, the earbuds automatically settle back to a comfortable volume level.
Crystal clear calls
To ensure call quality in chaotic environments, the HUAWEI FreeClip 2 utilises a three-mic system combined with multi-channel DNN (Deep Neural Network) noise cancellation algorithms. This system intelligently identifies and filters out ambient noise. Thanks to the NPU AI processor, the earbuds automatically enhance voice clarity, ensuring your conversations remain crisp regardless of your surroundings.
Battery life and charging
With the charging case, the HUAWEI FreeClip 2 offers a total battery life of 38 hours, allowing users to enjoy music throughout a full week of commuting on a single charge. On their own, the earbuds last for 9 hours—enough for a full workday of uninterrupted calls. For those in a rush, just 10 minutes of fast charging in the case provides up to 3 hours of playback. For added convenience, they support wireless charging and are compatible with watch chargers.
Rated IP57, the earbuds are resistant to sweat and water. They can easily withstand intense workouts or even a downpour.
Connectivity
The earbuds support dual connections and seamless auto-switching across iOS, Android, and Windows. When connected to EMUI devices, you can even switch audio between more than two devices. Additionally, when connected to a PC, the earbuds allow you to answer an incoming call without disconnecting from or interrupting your conference setup.
It is, quite simply, a pair of earphones reliable enough for the gym, the office, and the commute.
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