INTELLIGENT BRANDS // Mobile Technology
Zain launches zBot – the new face
of smart customer service
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Zain is the first telecom
company to offer an
interactive agent solution
in Kuwait.
Z
ain, a leading telecommunications
company in Kuwait, has announced
the launch of zBot, an all-new
interactive digital channel for smart
customer service, making it the first telecom
company to launch this innovative solution
in Kuwait.
The new channel utilises the latest Artificial
Intelligence (AI) solutions to interact and
respond to customer inquiries in a fully
automated manner without the need of
human input.
The launch of this revolutionary customer
service channel was made during a press
conference held at Zain Innovation Center
(ZINC) at Zain’s main headquarters in
Shuwaikh, which witnessed the attendance
of Zain Kuwait’s Chief Executive Officer
Eaman Al Roudhan, Chief Commercial
Officer Meshal Al Kandari, Chief Technical
Officer Nawaf Al Gharabally, and Chief
Corporate Communications and Relations
Officer Waleed Al Khashti.
“The launch of this new innovative channel
comes in line with our strategic plans to
enrich Zain’s Digital Transformation journey
and reinforce its leadership in the Kuwaiti
market and the region.
innovative services to our existing traditional
channels such as the call centre and Zain
branches available all around Kuwait.”
“zBot is one of the most interactive
services directed at enriching our customer
experience efforts. It responds to inquiries
and questions from customers in a fully
automated manner without having to wait
for input from a human agent through
providing the latest offers, enabling the
management of accounts, activating
services, and much more. The new zBot interactive channel offers
a variety of services in a fully automated
manner through Zain’s app and website,
including showing the latest offers and
promotions on prepaid and postpaid plans,
managing accounts, adding/removing
roaming services and international calls,
purchasing smart devices from the Zain
online store, showing the current balance
or contract details, inquiring about roaming
information and branch locations, and
much more. The channel is available in both
Arabic and English, and customers can talk
to it in a natural tone as if speaking to a
human agent.
“Implementing Digital Transformation tools
has become a necessity to advance the
customer experience sector and overcome
the challenges it faces. As Zain serves the
largest family of subscribers in Kuwait, we are
committed to intensify our efforts to enrich
our customer experience and make it easier
and more flexible through adding such Zain’s strategy is centred around Digital
Transformation leadership and empowering
the community to enjoy a smarter portable
lifestyle, as well as using advanced
technology and Zain’s long experience to
enable an easier and more flexible life. The
company places itself as an active partner in
creating the future of smart life in Kuwait. n
“This channel revolutionises the customer
experience industry and will open new
horizons in our smart services portfolio.
The conference was accompanied by a live
demo of the announced channel, which
was designed to reflect Zain’s Digital
Transformation leadership in the
Kuwaiti market.
Zain Kuwait’s Chief Commercial Officer,
Meshal Al Kandari, said: “We announce
the launch of zBot, the new face of smart
customer services, making Zain the first
telecom company to offer the interactive
agent solution in Kuwait.
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