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
THE UAE’S NEXT AI CHALLENGE ISN’T INFRASTRUCTURE, IT’S ENABLEMENT.
By: Bindesh Vijayan, Chief Technology Officer at Myndlab
There is a line that gets repeated at every tech conference in Dubai, in every government briefing, and across most pitch decks: the UAE is building the future. Artificial intelligence is projected to contribute $96 billion to the UAE’s GDP by 2031, according to PwC and corroborated by the UAE’s own National AI Strategy. The country has invested AED 543 billion in AI since 2024 alone, as confirmed by Omar Sultan Al Olama, the UAE’s Minister of State for Artificial Intelligence. And according to Microsoft’s AI Diffusion Report for Q1 2026, the UAE has become the first country in the world to cross the 70 percent threshold for AI tool adoption among its working-age population.
These are not vanity metrics. They reflect a deliberate national strategy that has positioned the UAE as one of the world’s most ambitious AI markets and laid the foundations for long-term technological leadership. Yet despite that progress, a disconnect is emerging between the country’s AI ambitions and the day-to-day reality of the people building products within the ecosystem.
The Gap Between AI Infrastructure and AI Adoption
Much of the discussion around AI in the UAE has focused on infrastructure, whether that is sovereign AI models, data center investments, national strategies, or the capital required to support them. These are all essential components of a successful AI ecosystem. However, infrastructure alone does not create products. Founders, developers, and businesses still need the tooling layer that sits between AI capability and real-world execution.
This is precisely the challenge a new generation of AI-native development platforms is trying to solve: embedding software engineering best practices directly into the building process so that users can focus on the product rather than mastering prompt engineering.
One of the clearest examples of this challenge is language. Arabic is spoken by more than 400 million people across 22 countries. Yet developers across the region still rely heavily on tools that were primarily designed for English-speaking users. Researchers at Nature Middle East have previously highlighted how the relative lack of robust Arabic language models continues to create limitations around linguistic nuance, dialects, and cultural context.
At the same time, the developer tools, AI coding assistants, and product-building platforms that define the modern software stack were largely built around Western markets and workflows. They assume a particular type of user, a particular language, and a particular development environment. For many builders in the GCC, those assumptions become a source of friction that compounds throughout the product development lifecycle.
A founder in Dubai building a fintech product for Emirati consumers has to work through documentation written in English, prompts that perform better in English, and interfaces that treat right-to-left text as an afterthought.
The challenge is not that these tools fail outright. Rather, they introduce small points of friction throughout the development process that compound over time, affecting productivity, iteration cycles, and ultimately product delivery. Over time, that friction compounds across teams, product cycles, and entire businesses, becoming the difference between shipping and not shipping.
We’ve Seen This Before
This pattern plays out clearly in payments, an industry where many founders across the region have spent much of their careers. The UAE has built a sophisticated financial infrastructure, but for years, the tooling that sat on top of that infrastructure, the APIs, developer documentation, and integration frameworks, was largely oriented toward Western payment methods, Western card schemes, and Western compliance frameworks. Local founders had to build workarounds. Some of those workarounds were innovative, but workarounds are not a strategy. More often than not, they are a sign that the underlying stack was never designed for the people using it.
The same lesson applies to AI. Infrastructure creates possibilities, but it does not automatically create innovation. Innovation happens when builders can move quickly, efficiently, and confidently on top of that infrastructure. If the tools developers use every day are not designed for the realities of this market, then the UAE’s AI ambitions risk being partially realized by people working around their environment rather than with it.
What Comes Next
There is a real opportunity here to address the gap between the infrastructure the UAE has built and the tools its founders, developers, and businesses actually need.
The UAE has already demonstrated that it can build AI infrastructure at scale. It has invested heavily in research, talent, adoption, and national AI initiatives, creating one of the most ambitious AI ecosystems anywhere in the world.
The next phase of that strategy is not simply building larger models or attracting more capital. It is ensuring that the people responsible for creating products, launching companies, and deploying AI solutions have the tools they need to succeed. It also means reducing dependence on a small number of external AI providers. As AI becomes embedded in critical business and government workflows, questions around privacy, data governance, and long-term resilience become increasingly important. Building capable regional AI ecosystems is not simply about innovation; it is about ensuring that organisations can deploy AI with greater control, confidence, and sovereignty.
The countries that win the next decade of technology are not necessarily the ones that spend the most money. They are the ones where the people doing the building have the right tools for the job.
Infrastructure creates possibility. Tooling turns possibility into innovation. The next phase of the UAE’s AI story will be defined by how effectively it enables the people doing the building.
Tech Features
ENGINEERING INTELLIGENCE IN EDUCATION: PREPARING YOUNG WOMEN FOR FUTURE TECH LEADERSHIP

Dr Esraa Khatab, Assistant Professor at the School of Mathematical and Computer Sciences, Heriot-Watt University Dubai
As we celebrate International Women in Engineering Day (INWED), attention is increasingly focused on how to prepare young women not only to participate in engineering but to lead its future. In a world shaped by artificial intelligence, sustainability challenges, and rapid digital transformation, education must go beyond technical instruction. It must cultivate what we can call engineering intelligence, a combination of technical expertise, problem-solving ability, creativity, and leadership confidence.
For young women, this preparation is most effective when education is intentionally designed to inspire, support, and position them as future innovators and decision-makers.
Inspiring Young Women Through Meaningful Learning
Engaging young women in engineering begins with making learning relevant and purposeful. When engineering is connected to real-world challenges, such as improving healthcare systems, designing sustainable cities, or developing climate solutions, it resonates strongly with students who are motivated by impact.
Project-based learning plays a key role here. When young women work on designing smart applications, building prototypes, or solving community challenges, they begin to see themselves as capable engineers contributing to society. Thes experiences move engineering from an abstract concept to a meaningful pathway where their ideas matter.
Initiatives such as the UAE’s “One Million Arab Coders” and international programs like “Girls Who Code” have successfully introduced thousands of young women to coding, AI, and digital innovation. These initiatives are powerful not just because of the skills they teach, but because they create an early sense of belonging in technology-driven environments.
Mentorship: Unlocking Potential and Building Confidence
For young women, mentorship is a transformative element of engineering education. It provides not only guidance but also reassurance, helping students navigate academic and career pathways with clarity and confidence.
Connecting young women with mentors, whether through universities, industry partnerships, or outreach programs, offers them valuable insights into emerging fields such as artificial intelligence, robotics, and renewable energy. These relationships make career paths more tangible and achievable.
In classroom settings, mentorship can be embedded into learning through project collaborations and industry engagement. When young women receive feedback from
professionals, present their ideas, and engage in real-world problem-solving, they begin to develop both confidence and professional identity.
Mentorship also nurtures leadership. By observing and interacting with experienced professionals, young women gain exposure to decision-making, teamwork, and innovation processes, essential components of future tech leadership.
Expanding Opportunities Through STEM Outreach
STEM outreach initiatives are vital in reaching young women early and sustaining their interest in engineering pathways. Programs that focus on hands-on, creative engagement, such as robotics competitions, coding bootcamps, and innovation labs, are particularly effective in building confidence and curiosity.
These initiatives create safe and encouraging environments where young women can experiment, take risks, and learn collaboratively. Importantly, they shift the narrative from simply learning technology to actively creating it.
Digital platforms have further expanded opportunities for young women in engineering. Virtual labs such as “MIT OpenCourseWare” and interactive simulations (e.g., PhET) allow learners to experiment and build practical skills remotely, with research showing strong gains in engagement and motivation. Online hackathons, including initiatives like the “UAE InnovAIte AI” Hackathon, provide young women with collaborative spaces to design real-world solutions using emerging technologies. At the same time, AI-powered tools such as “Khan Academy’s Khanmigo” offer personalized guidance, helping learners build confidence through continuous, self-paced support.
Together, these platforms create flexible and inclusive pathways that enable young women to actively engage, experiment, and grow within today’s rapidly evolving technological landscape. By introducing young women to emerging technologies early, outreach programs help them build familiarity and confidence in fields that will define the future of work.
Encouraging Young Women to Lead in Emerging Fields
Emerging engineering domains, such as artificial intelligence, smart systems, biotechnology, and sustainable energy, offer significant opportunities for innovation and leadership. Encouraging young women to explore these areas requires intentional effort within education systems.
This can be achieved through:
- Early integration of advanced topics: Introducing AI, data science, and sustainability concepts at foundational levels.
- Interdisciplinary approaches: Encouraging young women to apply engineering skills in healthcare, environmental science, and social innovation.
- Experiential learning: Providing opportunities for internships, research projects, and innovation challenges in emerging fields.
These experiences allow young women to build not only technical expertise but also the confidence to navigate complex, real-world challenges. They begin to see themselves as contributors to cutting-edge developments, rather than observers.
Building Confidence and Leadership Identity
For young women to thrive in engineering, education must also focus on building confidence and leadership skills. This includes creating environments where their voices are heard, their ideas are valued, and their contributions are recognized.
Encouraging young women to lead team projects, present their work, and participate in competitions helps them develop essential soft skills such as communication, collaboration, and critical thinking.
Representation also plays an important role. Highlighting the achievements of women engineers and innovators, both globally and within local communities, reinforces the message that leadership in engineering is both attainable and expected.
Importantly, leadership development should be embedded into the learning journey. Innovation challenges, entrepreneurship programs, and community-based projects provide platforms for young women to take initiative and drive impact.
Looking Ahead: Empowering Young Women to Shape the Future
The future of engineering will be defined by those who can think creatively, solve complex problems, and lead with vision. Preparing young women for this future is not just about education, it is about empowerment.
By combining meaningful learning experiences, strong mentorship, expanded outreach, and opportunities in emerging technologies, we can create an ecosystem where young women thrive as engineers and leaders.
As we celebrate INWED, the focus is clear: to ensure that young women are equipped not only with skills, but with the confidence and ambition to lead. When this happens, they do more than contribute to technological advancement, they shape it.
Tech Features
FIVE WAYS UAE WORKFORCE PLANNING IS CHANGING IN 2026
The UAE is entering a more complex phase of workforce growth. Hiring momentum remains strong, with the country recording a Net Employment Outlook of 60% for Q2 2026, placing it among the strongest employment markets globally. Yet the main challenge for companies is whether their employment structures, immigration planning, compliance systems, and HR leadership can support growth at scale.
Aethra Advisory, a UAE-based global hiring strategy and mobility architecture firm, outlines five shifts companies should prepare for as compliance, immigration, and HR become more connected.
HR is becoming workforce architecture
HR can no longer be treated as an administrative function focused only on recruitment, onboarding, contracts, and employee relations. In 2026, HR leaders are expected to help design the workforce model itself. That includes where a company hires, which employment structures it uses, how talent moves across borders, and where compliance risk may appear. A hiring decision is now linked to visa eligibility, payroll structure, sponsorship, worker classification, relocation timelines, and long-term operating needs.
Many companies still hire first and address structure later. The consequences often emerge months afterwards, when employment models become costly, difficult to manage, or unable to support growth.
AI is entering recruitment and workforce planning
Companies are using AI to screen CVs, match candidates to roles, automate outreach, schedule interviews, assess skills, and generate workforce insights. Used well, it can make hiring faster and more consistent, especially in high-volume recruitment environments.
A 2025 field experiment involving around 37,000 applicants found that 54% of candidates assessed through an AI-assisted recruitment pipeline passed the final human interview, compared with 34% of candidates assessed through a traditional pipeline. However, AI does not replace human judgement. Companies still need clear hiring criteria, documented decision-making, oversight and an understanding of how recommendations are generated and reviewed.
Companies are moving into global talent systems
Many companies make the UAE a base for regional and international expansion due to its business-friendly policies and strategic location. Local companies are hiring across borders, global firms are entering the UAE, and leadership teams are being built across multiple jurisdictions. In fact, the cross-border workforce and migration solutions market is projected to reach $11.37 billion by 2033, growing at an annual rate of 11.8%.
For employers, hiring can no longer be treated as a local HR process. Companies must make deliberate decisions about how they enter new markets and engage talent. Some may use an Employer of Record to hire quickly, while others may establish a local entity to gain greater control. In some cases, relocating and sponsoring employees will be the right approach or engaging contractors or building a longer-term market entry structure may be more suitable. Each route carries different implications for cost, compliance, operational control, and future scalability.
Employment models are becoming more hybrid
As companies scale, informal arrangements become harder to manage. A single UAE business may now have locally sponsored employees, remote workers, consultants, contractors, relocating workers, etc. This gives companies more flexibility, but also creates operational risk when obligations are not understood from the start. Worker classification, payroll treatment, benefits, visa eligibility, contract terms, management control, and termination rules can vary depending on how a person is engaged. Employers need clear structures defining employment status, work location, applicable law, and how each relationship is governed.
Regulation is influencing hiring decisions
In the UAE, hiring depends on more than finding the right candidate. Companies need the right regulatory setup before they can move quickly. Licensing gaps, unclear sponsorship routes, incomplete documentation, or a mismatch between the role and the employment structure can still delay a strong hire.
This makes compliance and immigration planning an early hiring priority. Companies should understand the requirements before entering a market, confirming a hire, or committing to a relocation timeline.
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