Customer Service in the Age of AI: A MENA Region Focus

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* 1. How big is your customer base?

50,001 - 100,000 members

100,001 – 500,000 members

500,001 – 1,000,000 members

1,000,001+ member

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* 2. What is the priority order of your department goals?

Increasing first contact resolution rates
Reducing handling time
Increasing customer satisfaction ratings
Building customer relationships
Increasing operational efficiency
Re-evaluate the customer service tech stack
To offer personalised customer interactions
To offer seamless omnichannel interactions
Others

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* 3. How would you rate the overall employee experience of your agents

Satisfactory

Somewhat Adequate

Needs improvement

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* 4. What are the key challenges that customer support agents face today?

Limited decision-making authority

Outdated technological tools

Complex operational processes

Dealing with a high volume of inquiries

Dealing with customers’ extreme emotions

No access to real-time customer information

Balancing multiple communication channels

Ensuring timely response to customer issues

Keeping up with technology adoption

Others

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* 5. How do you measure the effectiveness of your customer service efforts?

Conduct customer satisfaction surveys

Monitor and optimise first contact resolution rate

Calculating response time metrics

Calculate Net Promoter Score

Monitor repeat purchase rate

Customer service agents’ feedbacks

Monitoring and analysing social media sentiment of customers

Monitor resolution rates with service chatbots

Other (please specify)

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* 6. My current customer service technology capabilities include

Customer data analytics

Digital channel effectiveness

Self-service adoption

Multichannel and omnichannel capabilities

Metrics and measurement tools

Workforce management and productivity

Other (please specify)

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* 7. What features or functionalities are you looking to add?

Voice recognition for customer interactions

Gen AI in chatbot-customer interaction tools

Predictive analytics for proactive issue resolution

Integration with virtual assistants

Emotional intelligence analytical tools

ML algorithms for personalised recommendations

Interactive video support for visual demonstrations

Gamification elements to enhance agent engagement

Predictive maintenance features for servicing

Automated language translation for global support

Others

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* 8. What technologies are you looking to invest in?

Generative AI tools

Voice recognition tools

Emotion AI

Self-service tools

Predictive analytics tools

Social media monitoring tools

Other (please specify)

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* 9. Where are you in your AI journey?

We are in the planning phase

We are in the pilot phase

We are scaling up

We are an AI transformed enterprise

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* 10. Do you plan to use generative ai?

Yes, to analyse customer data

yes, to create more personalised experiences

Yes, to process natural language and understanding during communications

Yes, to support human agents by with real-time info and sentiment scores

Yes, to automate processes like triage

Yes, to answer queries

No, I do not understand how it can help with customer service

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* 11. What is your main concern with implementing AI projects?

Technology is changing too quickly. I will wait

I am worried about customer privacy and security fraud

It’s too expensive

It does not integrate with other legacy systems

Skill gap in resources

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* 12. What are your top considerations when selecting AI tools or solutions for customer service?

Accuracy and reliability of AI-driven responses
Integration with existing customer service systems
Scalability to accommodate customer service demands
Cost-effectiveness and return on investment
User-friendly interface for agents and customers
Compatibility with multiple communication channels
Vendor reputation and track record in AI technology
Analytics and reporting features
Ethical considerations, such as bias mitigation, transparency
Others

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* 13. In what areas do you believe AI can improve customer service?

Faster resolution rates

24/7 support availability

Accuracy of responses to customer queries

Personalising customer interactions

Predicting customer needs before they arise

Providing consistent service across channels

Enabling proactive outreach for customer feedback

Facilitating self-service options

Customising product or service recommendations

Assisting agents in real-time

Other (please specify)