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want AI to notify them if there’s a problem
with a product or service. Additionally,
UAE consumers expressed trust in the
algorithm; 63% want AI to make better
recommendations about new products
and services.
Despite this desire to interact with
organisations in exciting and advanced
ways, however, the report noted that voice
remains a crucial part of the customer
experience. Almost two-thirds of UAE
consumers prefer using the phone to explain
customer service problems, and 73% say
they get the best answer to queries by using
the phone.
“SuperServe organisations recognise
the importance of high-quality human
interactions, and will provide a contact
www.intelligentcio.com
centre service that leverages AI to anticipate
customer needs. The organisations aiming
to be successful will also make it possible to
provide the same great experience across
“
THE REPORT ALSO
FOUND THAT UAE
CONSUMERS ARE
MORE DEMANDING
OF SUPERSERVE
ORGANISATIONS.
TRENDING
every channel, be it social, chat, email or
phone,” said Hani.
SuperServe companies in the UAE do,
however, need to be careful around the use
of personal data, if the report is anything
to go by. The results show that consumers
do buy more from organisations that make
it easier to do business with them, but
84% worry about security when giving out
credit card details over the phone. What’s
more, 78% believe that large organisations
are not handling their data securely. “Too
often, protecting personal data inevitably
means poor customer experience as extra
layers of interaction, data or passwords are
required. SuperServe organisations will utilise
technology to help enhance security whilst
improving customer ease going forward,”
added Hani. n
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