Keynote: Artificial Intelligence and Enhanced Customer Experience - GSMA Mobile 360 Series

Keynote: Artificial Intelligence and Enhanced Customer Experience


Date & Time

Monday, 26 Nov

12:05 - 13:10


According to a recent PwC study, the potential contribution of AI to the global economy will peak to almost $16 trillion by 2030 and the Middle East is expected to accrue 2% of the total global benefits of AI in 2030. The largest gains are expected to accrue to UAE where AI is expected to contribute close to 14% of its GDP and Saudi Arabia with close to 13% of GDP in 2030. The other most significant relative gainers in the region will be Bahrain, Kuwait, Oman and Qatar. There is widespread recognition that AI will be key to future business and digital transformation as well as driving increasingly autonomous and intelligent networks and improving the customer experience through better understanding of customer behaviour. AI-driven platforms promise increased operational efficiencies, more agile operations and improved customer satisfaction. A number of operators including Telefónica, Vodafone, Deutsche Telekom and Telenor have already launched chatbots or digital assistants in various guises and in 2017, Saudi Arabia became the first country to grant citizenship to a robot. This pivotal session will demonstrate how the AI ecosystem is evolving in the MENA region and the role of these transformational platforms in enhancing customer experience.