Cisco has unveiled new insights into how artificial intelligence (AI) is transforming customer service in the UAE and across global markets, as companies turn to automation to meet rising consumer expectations.
The technology firm outlined ten emerging trends in AI-powered customer engagement, with tools ranging from conversational chatbots to predictive analytics, reshaping the way organisations interact with clients.
Ahmad Zureiki, Director of Collaboration Business for Cisco Middle East and Africa, said AI was redefining customer interactions.
“AI is reshaping every touchpoint of customer service, delivering faster resolutions, deeper personalisation, and scalable business impact,” he explained. “True digital success lies in blending cutting-edge technology with secure, compliant practices to create trust and value for customers.”
Conversational agents on the rise
Among the most visible changes are AI-powered chatbots that can handle everyday tasks such as password resets or order tracking. Cisco said more advanced systems can detect intent, escalate complex cases and reduce customer frustration.
AI is also increasingly supporting human agents. Intelligent assistance tools provide suggested responses, analyse customer sentiment and even summarise previous conversations, enabling staff to work more efficiently and resolve queries at first contact.
Smarter routing and real-time analysis
Cisco highlighted the role of AI in dynamic call routing, where customers are connected to the most appropriate agent based on past interactions, workload and expertise. Real-time speech analytics also allows companies to detect emotions such as satisfaction or frustration during conversations, giving managers actionable insights and enabling faster intervention.
Automated transcription and post-call summaries are further streamlining workflows, reducing paperwork for agents and improving compliance. These records also feed back into training AI models, enhancing future interactions.
Predictive and proactive engagement
Perhaps most transformative is the use of predictive analytics. By analysing historical and real-time data, AI can anticipate customer behaviour, flag risks of attrition and suggest personalised product recommendations.
This shift towards proactive outreach marks a major departure from traditional reactive call centres, Cisco said, enabling businesses to strengthen customer loyalty while also identifying new opportunities for growth.
Workforce and data management
AI is also being deployed behind the scenes. Workforce optimisation tools forecast demand and adjust staffing levels, helping reduce waiting times while balancing employee workloads.
Meanwhile, consolidated customer data drawn from emails, chats, calls and social media builds a fuller picture of individual behaviour patterns. This holistic approach enables more tailored interactions across channels.
Security and trust at the core
Despite the rapid pace of adoption, Cisco stressed that data privacy and security remain central challenges. Its Webex Contact Center integrates strict safeguards and a hybrid AI-human approach, ensuring compliance while preserving empathy in customer engagement.
“Embedding responsible AI principles allows organisations to confidently harness its potential,” Zureiki said.
As companies across the region and beyond accelerate adoption, Cisco believes AI will continue to reshape customer service—transforming it from reactive support to proactive, predictive and personalised experiences that meet the expectations of the digital age.
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