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 MIDDLE EAST’S DIGITAL FAULT LINES: A RESILIENCY BLUEPRINT FOR CIOS AND CTOS
Ahmad Shakora, Group Vice President- META, Cloudera
We are now in an era where digital connectivity underpins many areas such as commerce, security, governance, and social life.
In the Middle East, with ever-changing external factors, access to data has transitioned into a critical asset, with organisations and nations increasingly focused on protecting a vast array of information.
For businesses operating in this region, traditional efficiency-focused IT strategies are no longer sufficient. Robust business continuity and disaster recovery must take center stage.
The expanding risk matrix
The current operating environment highlights several areas of vulnerability for global digital infrastructure, demonstrating that risks can be either planned or entirely unexpected:
- Government interventions can result in significant, sudden internet restrictions. Additionally, physical data center infrastructure is susceptible to multiple external factors. Severe and unpredictable environmental events, including extreme heat and unexpected flooding, can place a strain on the physical and cooling infrastructure of centralized data centers, forcing facilities offline
- Unexpected impact on physical infrastructure can arise, causing noticeable latency
- Total reliance on centralized third-party platforms amplifies operational risks. These can stem from planned events, such as routine maintenance and vendor migrations, or unplanned events, such as global software updates that inadvertently lead to widespread, cascading outages
In response to these varied and potentially compounding threats, the Gulf Cooperation Council is shifting from efficiency-first cloud adoption to resilience-first planning. Nations are accelerating investments in localized data centers, sovereign cloud environments, and multi-channel data access architectures that can withstand both cyberattacks and physical military threats.
In the UAE, the sovereign cloud market is projected to grow at a compound annual rate of 23% through 2033, signalling a sustained commitment to securing critical data and reducing exposure to fragile global dependencies.
When resilience becomes the backbone of survival
These external forces elevate Business Continuity and Disaster Recovery from a regulatory checkbox to a fundamental requirement for corporate survival. For CIOs and CTOs operating in the Middle East, ensuring operational resilience requires highly specific architectural choices.
Tech leaders who view infrastructure through a purely technical lens may be vulnerable. Data infrastructure must function as a strategic fortress. Resilience must supersede efficiency as the primary design goal. To continue operating amidst disruptions, tech leaders should look for the following differentiators when building their enterprise data infrastructure:
1. Cloud power, local control: do not put all the eggs in the public cloud basket. Organizations need a setup that works the same way whether it is in a giant data center or a small server at a remote branch. By running mini-clouds locally, enterprises keep the speed and control without being at the mercy of a service provider’s outage. Infrastructure must allow organizations to run data and AI workloads anywhere, converging the best of public cloud with on-premises deployments, including secure air-gapped environments.
2. Maintain internal control over enterprise AI: if there are disruptions to internet access or travel is restricted, AI shouldn’t stop working. Sovereign Private AI, by design, brings the thinking power to where the data actually sits. This keeps sensitive data secure and ensures automated systems stay online even if the rest of the world goes offline.
3. Diversify technology partners: tech leaders should implement an Open Data Lakehouse architecture that unifies 100% of the organization’s data to avoid vendor lock-in and catastrophic single points of failure. A critical design principle to look for is the strict separation of compute and storage. By utilizing highly scalable, S3-compatible object storage independently from computing power, enterprises can leverage robust data replication and erasure coding to ensure high durability, guaranteeing that all backup data remains safely within sovereign boundaries.
4. One view, no silos: managing fragmented data across a region during a crisis can be chaotic. CIOs need a Unified Data Fabric that breaks down silos and provides a single view of all organizational data with centralized, end-to-end security and governance across complex hybrid environments. Coupled with this, infrastructure must support Data in Motion: the ability to seamlessly move and process real-time data from any source to any destination. If a subsea cable is damaged or a data center goes offline, this capability ensures business-critical decisions can still be made seamlessly as traffic reroutes.
5. Visibility & isolation: Operational survival requires extreme visibility. A resilient infrastructure must feature granular observability across the full IT stack for proactive health monitoring, incident response, and data-flow policy enforcement. By using containers to isolate different tasks, enterprises can ensure that if one part of the business encounters technical issues, the risk is contained, protecting critical operations.
The future of business in the Middle East belongs to leaders who treat their infrastructure as a sovereign fortress.
True resilience requires moving past simple cloud adoption to build localized, hyper-resilient architectures that remain fully functional when global networks fail. CIOs and CTOs must now prioritize digital autonomy by anchoring their most critical operations in hardened, local environments that can withstand physical and international uncertainties. By designing for total isolation, leaders can ensure their organization remains operational and secure regardless of regional instability. The ultimate competitive advantage is the ability to maintain power and connectivity.
Tech Features
FIVE WAYS B2B MEDTECH MARKETPLACES ARE RESHAPING HEALTHCARE BUSINESS
Healthcare and wellness businesses across the GCC are growing in a market that is becoming more digital, specialised, and commercially active. The GCC healthcare market is projected to grow from $121.9 billion in 2025 to $170.5 billion by 2030, according to Research and Markets, creating stronger demand for trusted platforms that connect buyers, sellers, service providers, and investors. Yet many businesses still rely on personal networks, fragmented supplier searches, and informal channels when selling equipment, finding operational support, or exploring business transactions.
MedSahra, the first B2B MedTech ecosystem platform focused on healthcare and wellness trade across the GCC, outlines five facts that show how marketplaces can bring more structure to this evolving sector.
Verified businesses build trust
Healthcare transactions often involve high-value assets and licensed businesses, which makes trust essential from the first interaction. A B2B marketplace becomes stronger when sellers and buyers are verified before they engage with others. This can include requesting documentation that confirms a company is legally registered and operational. For buyers, this reduces uncertainty. For sellers, it creates a more credible environment where serious business conversations can begin with greater confidence.
Private listings support business sales
Selling a healthcare or wellness business is often sensitive because owners may not want staff, competitors or the wider market to know they are exploring a transaction. In many cases, owners are left to rely on word-of-mouth or private referrals because there is no clear, specialised marketplace for these opportunities. Public listings can create unnecessary concern among employees, patients, and competitors before a deal is even serious. Private listings can make this process more practical by allowing sellers to present opportunities discreetly, while helping buyers discover small private clinics to large hospitals in different sectors, including general, dental, dermatology, cosmetology, pediatric and others areas, with existing infrastructure, equipment, and customer bases.
Equipment access becomes more efficient
Medical equipment is a major investment, yet many owners struggle to sell pre-owned devices through the usual channels. In some cases, distributors may only buy back equipment when the owner is purchasing a new device, which leaves clinic owners with limited options when they simply want to sell. A dedicated marketplace creates a clearer route for listing and discovering all types of medical and wellness equipment, whether new or pre-owned, across healthcare and wellness categories, including dental, diagnostic, general medical, cosmetology and others. This is increasingly relevant as the UAE medical devices market is projected to grow from $3.18 billion in 2025 to $4.71 billion by 2032, according to Fortune Business Insights. Marketplaces can also help users find providers for repair, calibration, upgrades and spare parts.
Support services become easier to find
Running a clinic or wellness business requires more than medical expertise, and finding reliable service providers can be a constant operational challenge. Owners often depend on search engines, personal recommendations, or scattered supplier contacts when they need support for digital marketing, accounting, logistics, customs, software development, printing, pest control, equipment repair, calibration, hardware upgrades, or software upgrades. A B2B marketplace can make supplier discovery more structured by bringing relevant service providers into one professional ecosystem where businesses can compare options and start conversations more efficiently.
Consulting adds structure to transactions
Complex business decisions often require specialist support, especially when buying equipment, selling a clinic, or preparing for a larger transaction. Consulting partners can support areas such as M&A, accounting, audit, legal guidance, equipment planning, and operational readiness. This advisory layer is becoming more important as healthcare providers adopt more connected technologies, with GCC connected medical devices and wearables projected to grow at a CAGR of around 20.19% between 2025 and 2030, according to MarkNtel Advisors. A marketplace that connects businesses with relevant experts can help transactions become more informed, secure, and commercially viable.
Tech Features
OPPO Find N6 Signals the End of Foldable Trade-Offs
For years, foldable smartphones have existed within a category shaped by compromise. Users typically had to choose between slim form factors and flagship-grade performance, with many foldables sacrificing battery life, imaging capabilities, or long-term usability in favour of portability and design.
OPPO’s new Find N6 appears designed to challenge that equation directly.
With the Find N6, OPPO is positioning foldables less as experimental devices and more as fully capable flagship smartphones that happen to fold. The device combines a slimmer profile with flagship imaging, next-generation processing, and the largest battery yet seen within the Find N series, signalling how rapidly the foldable segment itself is evolving.
A New Hasselblad Imaging System
At the centre of the device is OPPO’s new Hasselblad Master Camera System, led by a 200MP Hasselblad Ultra-Clear Main Camera alongside a 50MP periscope telephoto lens supporting 6x optical-quality zoom and up to 120x digital zoom.
The system also integrates a redesigned ultra-wide camera and OPPO’s True Color Camera sensor technology aimed at improving white balance and colour accuracy across different lighting conditions.
The Find N6 additionally inherits several imaging capabilities from OPPO’s Find X flagship lineup, including the LUMO Image Engine, Hasselblad Portrait Mode, Hasselblad Master Mode, and XPAN-style panoramic photography modes designed to emulate cinematic film aesthetics.
Bringing Flagship Video Features to Foldables
Video also forms a major part of the Find N6’s flagship positioning. All three rear cameras support 4K 60fps Dolby Vision recording, while the main 200MP sensor additionally supports 4K 120fps Dolby Vision capture for higher frame-rate workflows.
The inclusion of Log video support also pushes the device further toward professional and enthusiast creators looking for greater flexibility during post-production and colour grading workflows.
Powered by Snapdragon 8 Elite Gen 5
Performance is powered by Qualcomm’s Snapdragon 8 Elite Gen 5 Mobile Platform, featuring the third-generation Qualcomm Oryon CPU architecture.
According to OPPO, the platform delivers improvements in both performance and power efficiency, helping the foldable maintain smoother multitasking and sustained workloads without heavily compromising battery endurance.
The newer Adreno GPU architecture also introduces improvements across graphics performance, efficiency, and ray tracing capabilities, reinforcing the device’s flagship-level positioning beyond design alone.
Tackling the Foldable Battery Challenge
Battery life has historically remained one of the biggest limitations within foldable smartphones, largely due to internal space constraints.
OPPO addresses that challenge with a 6,000mAh Silicon-Carbon battery, representing the largest battery integrated into a Find N device to date while maintaining an ultra-slim 8.93mm folded profile.
The device also supports 80W SUPERVOOC wired charging and 50W AIRVOOC wireless charging, helping reduce downtime for users balancing heavy productivity, content creation, and entertainment workloads.
The Foldable Category Is Maturing
More broadly, the Find N6 reflects a wider transition happening across the foldable smartphone category itself.
Earlier generations of foldables were often viewed as engineering showcases that required users to compromise somewhere along the experience. Increasingly, however, newer foldables are attempting to position themselves as mainstream flagship devices capable of matching traditional smartphones across imaging, performance, endurance, and portability simultaneously.
With the Find N6, OPPO appears intent on pushing that transition further, presenting a foldable device focused not only on design innovation, but on delivering a more complete flagship experience without the compromises that once defined the category.
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