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
AI and Digital Currencies Transform MENA Into Rising Fintech Leader

By Naser Taher, Chairman of MultiBank Group

The Middle East and North Africa (MENA) region has become the leading laboratory for financial innovation, where artificial intelligence (AI), central bank digital currencies (CBDCs), and sovereign wealth fund (SWF) strategies converge to reshape global cash flows. According to the World Economic Forum, venture capital investments in MENA grew by about 33% a year from 2015 to 2023, with funding reaching $644 million in 2024. This surge reflects deliberate efforts to position the region as a fintech powerhouse for the new economy.
One of the most significant developments is the strategic collaboration between the Abu Dhabi Investment Office (ADIO) and the Trump Organization to establish an AI and Web3 Free Zone. The $6.6 billion initiative aims to attract global tech firms, AI researchers, and fintech ventures to the UAE, further cementing MENA’s leadership in next-generation digital infrastructure.
Machine learning algorithms now process trades worth billions on Saudi Arabia’s Tadawul exchange daily, while automated risk assessment systems evaluate loan applications in real time from Dubai to Riyadh. Saudi Arabia’s Financial Sector Development Program has embedded AI throughout its capital markets ecosystem as part of Vision 2030’s broader economic transformation. PwC analysis projects this technological integration will generate almost $135 billion for the country’s economy by 2030, fundamentally altering how banks manage liquidity, assess credit risk, and compete regionally.
Central banks across the Gulf have moved beyond theoretical frameworks into live testing of digital currencies. The UAE’s Digital Dirham is set to enter retail circulation through licensed banks and fintech companies by late 2025, enabling near-instant cross-border payments where traditional banking requires days and charges hefty fees. Meanwhile, Saudi Arabia and the UAE have jointly piloted Project Aber, issuing a single wholesale CBDC.
Gulf SWFs are reshaping the region’s infrastructure landscape, no longer content with simple portfolio plays. These institutions now control $4.9 trillion in assets, with projections reaching $7.3 trillion by 2030. In the first nine months of 2024, they accounted for 40% of all international SWF transactions, deploying $55 billion across 126 deals. Notably, Abu Dhabi’s Investment Authority and Saudi Arabia’s Public Investment Fund (PIF) are increasing allocations to blockchain and digital projects. In Qatar, the Qatar Investment Authority is working through the Qatar Financial Centre’s new Digital Asset Regulations 2024 to trial real-world asset tokenization.
Alongside these public sector moves; private institutions are also innovating on a scale. MultiBank’s new Electronic Communication Network (ECN) will introduce the Gulf’s first interbank trading and prime brokerage ecosystem, linking BRICS and GCC jurisdictions. Designed to compete with Western counterparts such as Bloomberg and Reuters, it connects conventional trading desks to machine-driven order routing and the MultiBank Chain’s tokenization layer. Cross-border deals become faster, safer, and more transparent, with settlements possible in gold or a mix of currencies instead of U.S. dollars alone. By opening the door to tokenized real-world assets and other decentralized products, the network sharpens the Gulf’s bid to serve as a global finance hub.
However, important challenges remain. Fintech ventures still need to navigate a maze of rules that shift from one border to the next; a single, region-wide framework would let ideas—and capital—move faster. As more money flows online, hackers gain fresh openings, and cybersecurity becomes even more critical. And while Gulf youth embrace tech with ease, the GCC needs far more specialists who can work with blockchains, train risk models, and secure CBDC payment rails. That calls for a push on everything from university courses to mid-career reskilling.
The next breakthrough won’t come from technology alone but from how well policymakers, entrepreneurs, and the sovereign heavyweights backing them work in sync. CBDC pilots are live, AI already guides trading desks, and deep pools of patient capital sit ready to fund new ideas. If the region’s key players keep pulling in the same direction, the Gulf won’t just join the digital finance conversation—it could end up leading it.
Tech Features
Unleash Unmatched Cyber Defense: Sophos Firewall v21.5’s Breakthrough NDR-Essential


Sophos, a global leader in innovative security solutions for defeating cyberattacks, recently announced an update to its Sophos Firewall. Now, Sophos Firewall includes Sophos NDR Essential—free for all customers with an XStream Protection license.
With this integration, Sophos Firewall leverages two dedicated artificial intelligence engines to detect malware communications and algorithmically generated domain names. This new capability, powered by the Sophos Network Detection and Response probe, identifies previously unknown threats and complements the Active Threat Response features already in place.
According to Chris McCormack, Senior Product Marketing Manager at Sophos, “NDR traffic analysis requires substantial processing power. That’s why we’ve adopted a new approach by deploying an NDR solution in Sophos Cloud to offload the heaviest tasks from the firewall.”
Sophos Connect Integrates EntraID for SSO
The VPN client bundled with Sophos Firewall now supports EntraID (Azure AD) for single sign-on. This enhancement secures SSL and IPsec VPN connections and improves user experience by adding multi-factor authentication for both Sophos Connect and the user portal.
Other VPN-related improvements include:
- –Intuitive interface updates: “Site-to-site” is now “policy-based,” and “route-based” tunnel interfaces are renamed for clarity.
- –Dynamic IP pool validation: Prevents address conflicts across SSL VPN, IPsec, L2TP, and PPTP.
- –Strict profile enforcement: Excludes default IPsec profile values to ensure algorithm synchronization and eliminate session negotiation issues.
- –Enhanced scalability: Supports up to 3,000 route-based VPN tunnels, 1,000 SD-RED site-to-site tunnels, and 650 concurrent SD-RED devices.
Additional Management Enhancements
Furthermore, Sophos has rolled out several management improvements to streamline daily operations:
–Flexible IPv6 DHCP-PD: Supports /48 to /64 prefixes for better ISP compatibility.
–RA and DHCPv6 server enabled by default: Simplifies IPv6 deployments.
–Resizable table columns: Improves the admin interface on ultra-wide screens.
–Advanced search: SD-WAN routing and local ACL rules now support name, ID, and content-based searches.
–Default configuration updates: Only the default network and MTA rules are provided; custom gateway probes and rule groups default to “None.”
Secure by Design
Moreover, Sophos continues to harden its firewall platform with a secure-by-design approach. Specifically, features are containerized, and integrity checks on critical OS files use mathematical checksums—any mismatch triggers an alert. Consequently, monitoring teams can swiftly identify potential compromises and react accordingly.
Availability
Customers can download and deploy this update manually on any Sophos Firewall with a valid license.
For more on Sophos’s Middle East strategy, check out our previous coverage:
Sophos Announces Intent to Expand Middle East Operations with New Data Center in the UAE
Tech Features
Driving the Future: How Logical Data Management Powers EV Innovation in the UAE


Logical data management is revolutionizing EV production in the UAE by replacing slow, siloed systems with a virtualized data layer. Consequently, manufacturers like Seres report an 88% reduction in data delivery time, empowering on-shop-floor decision-making and accelerating Industry 4.0 initiatives.
The Rise of Logical Data Management in EV Manufacturing
Under the UAE’s Operation 300bn strategy, EV production faces surging data volumes. Traditional ETL pipelines buckle under real-time demands. By contrast, logical data management—often called data virtualization—creates a semantic layer that unifies multiple stores without replication. This approach slashes latency, reduces storage overhead, and accelerates analytics across design, production, and operations.
Limitations of Traditional Data Systems for EV Production
Legacy batch-driven data warehouses delay critical actions. In a high-stakes assembly line, even millisecond lags can compromise quality or safety. Moreover, centralized silos inflate storage and governance costs, especially under strict UAE data-sovereignty laws. Static architectures simply cannot keep pace with AI-driven analytics or digital twin simulations.
Adopting Logical Data Management for Real-Time Insights
Firstly, Logical data management platforms (Denodo) let shop-floor teams query live data instantly. For example, EV manufacturer Seres cut data delivery time by 88% and built 600+ self-service analytics apps. Furthermore, virtualized data services simplify compliance with role-based security, ensuring governed access to sensitive vehicle-PII under UAE regulations.
Implementation Strategy for Logical Data Management
1-Identify critical data sources affecting safety, cost, and sustainability
2-Pilot virtualization on latency-sensitive processes such as battery-pack assembly
3-Enforce governance policies to maintain data integrity and security
4-Train non-technical staff on user-friendly analytics tools
5-Monitor production metrics improvements to scale across the factory
Additionally, regular reviews help refine and scale each phase effectively.
Future Outlook for Logical Data Management in the UAE EV Market
Looking ahead, as the EV sector grows beyond the current US$1.8 billion market, data becomes as vital as any physical component. Therefore, by valuing data on par with hardware, UAE factories can slash defects, boost efficiency, and maintain a competitive advantage. Consequently, early adopters of logical data management will lead the next wave of automotive innovation.
For more on cutting-edge EV innovations in the region, check out our feature:
NIO’s Industry-Leading Innovations Set New Benchmarks for Intelligent Premium Electric Mobility
-
Tech News12 months ago
Denodo Bolsters Executive Team by Hiring Christophe Culine as its Chief Revenue Officer
-
Tech Interviews1 year ago
Navigating the Cybersecurity Landscape in Hybrid Work Environments
-
VAR3 months ago
Microsoft Launches New Surface Copilot+ PCs for Business
-
Tech News1 year ago
Brighton College Abu Dhabi and Brighton College Al Ain Donate 954 IT Devices in Support of ‘Donate Your Own Device’ Campaign
-
VAR10 months ago
Samsung Galaxy Z Fold6 vs Google Pixel 9 Pro Fold: Clash Of The Folding Phenoms
-
Tech Features1 year ago
The Middle East to Lead with Next-generation Mission Critical Communication Advancement
-
Features1 year ago
Security in the Cloud Age: Combating Risks with Hybrid Cloud Solutions
-
Automotive1 year ago
Al-Futtaim Automotive Builds On 23-Year Legacy of Trust & Leadership in UAE’s Pre-Owned Car Market to Sell Over 25,000 Used Vehicles in 2023