Embracing AI isn’t just the future of customer service (CS) in the Middle East—it’s the present, setting a benchmark for innovation and excellence. CS teams stand at the forefront of AI adoption, demonstrating a remarkably positive attitude towards the technology. 

Despite this impressive progress, the journey is far from complete. The industry is now on the brink of entering its second phase of AI adoption. It is expected to be more complex and ambitious, focusing on sophisticated use cases such as advanced data analytics that reads into customer emotions and the development of a seamless, AI-driven omnichannel strategy.

The second phase would significantly depend on analytics for decision- making, but the industry still struggles to uncover rich and deep data insights.