Conversational AI 2.0: How Generative AI is Elevating Customer Conversations in the GCC Region Survey

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* 1. How big is your customer base?

Under 10,000 members

10,000-50,000 members

50,001 - 100,000 members

100,001 – 500,000 members

500,001 – 1,000,000 members

1,000,001+ members

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* 2. What is your organisation's primary industry?

Retail/Ecommerce/Shopping

On-Demand Delivery / QSR/ Food & Drink

OTT/Media/Music/ TV/ Media/ Entertainment/Sports/Games

Travel/Transportation/ Airlines/Hospitality

Real Estate

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* 3. What are the biggest challenges your business faces in aligning customer demands with conversational AI priorities?

Lack of internal AI expertise

Real-time data processing

Cross-channel coordination

Scaling personalisation while maintaining brand voice

Resource optimisation

Inability to personalise interactions at scale

High implementation costs

Data privacy, compliance, security, ethical concerns

Limited integration with existing systems and workflows

Low customer trust in AI-driven conversations

Difficulty in measuring ROI

AI-generated responses lack accuracy or contextual understanding

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* 4. Where would you place your organisation on the AI maturity curve regarding conversational AI adoption?

Evaluating and researching options

☐ Just starting out

☐ Piloting with limited use cases

☐ Scaling AI for internal functions

☐ Scaling for customer-facing functions

☐ Mixed maturity levels across departments

☐ Fully integrated and optimised

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* 5. What are the limitations of AI when it comes to customer interactions?

Real-time decision making

☐ Integration with existing brand strategy

☐ Balancing automation with human oversight

☐ Complex customer issues

☐ Emotional intelligence in interactions

☐ Seamless omnichannel experience across touchpoints

☐ Personalisation at scale

☐ Context retention across long conversations

☐ Truly human-like responses

☐ Understanding nuanced customer intent

☐ Effective handoff to human agents

☐ Proactive support before issues arise

☐ AI struggles with industry-specific knowledge, terminology

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* 6. Have you integrated generative AI tools for customer conversations across the customer journey?

Yes

Planning Phase

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* 7. On a scale of 1 to 5, how would you rate your company and team's awareness of generative AI and its applications in customer conversations? (1: least aware, 5: most aware)

Clear

i We adjusted the number you entered based on the slider’s scale.

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* 8. What are the top benefits you expect from adopting generative AI in your customer conversations?

Faster response times and improved efficiency

☐ Cost savings through automation

Enhanced self-service capabilities

Gaining deep insights from genAI-driven conversations

Expanding AI's role in anticipating customer needs

Creative ideation for marketing and advertising

More consistent brand voice across channels

AI-driven interactions

Deeper understanding of customer sentiment in every interaction

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* 9. What external factors hinder your organisation's adoption of generative AI?

Data privacy, security, and compliance risks

High cost of genAI tools implementation

Customer hesitation toward genAI-driven interactions

Vendor market maturity

Unclear ROI or business impact

Immaturity of genAI models and lack of reliable industry-specific solutions

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* 10. What internal challenges are you most concerned about when adopting generative AI for customer engagement?

Lack of skilled genAI talent in-house

Challenges related to change management

Difficulty integrating genAI with the current tech stack

GenAI-generated responses may be biased or factually inaccurate

Lack of control over genAI-generated content

Concerns about over-reliance on GenAI and potential job displacement

Difficulty in measuring ROI

Cross-departmental coordination challenges

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* 11. How do you approach localising content generated by generative AI to match cultural nuances in your customer base?

We have a dedicated localisation team working alongside AI

We use AI translation tools but require human review

AI-driven content is deployed with minimal localisation

We do not currently localise AI-generated content

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* 12. What is your company's current budget allocation for genAI?

Less than $20K

$20K – $50K

$50K – $100K

More than $100K

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* 13. What percentage of your total generative AI investment is dedicated to improving customer experience?

Over 80%

50 - 80%

20 - 50%

Less than 20%

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* 14. What specific generative AI tools/functions would you like to invest in?

AI recommendations feature

AI assistant for message personalisation

Language translation tools

Tickets and inquiry summarisation

Context to contact agents

Contextually relevant responses

Predictive customer behaviour analytics

Real-time personalisation engines

Post-call processing automation

Quality assurance scorecards

Real-time agent performance analysis

Sentiment and emotional tone measurement

Knowledge generation from past interactions

Automated feedback loops

Insights from unstructured feedback

NPS prediction

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* 15. How do you envision collaborating with technology partners to accelerate generative AI adoption for customer engagement?

Engaging in co-development or pilot programs

Purchasing off-the-shelf AI solutions

Customising AI models for specific business needs

Outsourcing AI-driven customer engagement entirely

Conversational AI 2.0: How Generative AI is Elevating Customer Conversations in the GCC Region

Question Title

* 1. How big is your customer base?

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* 2. What is your organisation's primary industry?

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* 3. What are the biggest challenges your business faces in aligning customer demands with conversational AI priorities?

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* 4. Where would you place your organisation on the AI maturity curve regarding conversational AI adoption?

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* 5. What are the limitations of AI when it comes to customer interactions?

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* 6. Have you integrated generative AI tools for customer conversations across the customer journey?

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* 7. On a scale of 1 to 5, how would you rate your company and team's awareness of generative AI and its applications in customer conversations? (1: least aware, 5: most aware)

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* 8. What are the top benefits you expect from adopting generative AI in your customer conversations?

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* 9. What external factors hinder your organisation's adoption of generative AI?

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* 10. What internal challenges are you most concerned about when adopting generative AI for customer engagement?

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* 11. How do you approach localising content generated by generative AI to match cultural nuances in your customer base?

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* 12. What is your company's current budget allocation for genAI?

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* 13. What percentage of your total generative AI investment is dedicated to improving customer experience?

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* 14. What specific generative AI tools/functions would you like to invest in?

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* 15. How do you envision collaborating with technology partners to accelerate generative AI adoption for customer engagement?

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* 16. What factors influence your decision when selecting a tech partner for AI-related projects?