Egypt - Telecom operator Etisalat Misr turned to the US-based IBM to introduce its first virtual assistant through artificial intelligence (AI) technology, as part of Etisalat's strategy to transform customers’ experience, according to a June 16th press release.

Being one of the leading companies in Egypt, Etisalat will let its customers subscribe in various services such as bundle renewal, as well as transferring and distributing the family monthly quota, checking balance, paying bills and other services.

A virtual agent will be available on the customers’ preferred channels around the clock.

The new AI service which is powered by IBM Watson technology will ingest and comprehend data, in addition to learning from previous interactions to provide real-time responses to all inquiries and requests, in English and Arabic.

Vice President, IT, Etisalat Misr Amr Fathy commented, “Through the Watson powered chatbot, we managed to provide distinguished customer experience while minimizing the operations’ cost during the pandemic outbreak by enriching our chatbot with information about COVID-19, means of protection and useful precautions tips, as well as dynamic updates on divs of the daily cases.”

In June, the company signed two agreements with Telecom Egypt (TE) (ETEL) on transmission and mobile-to-fixed interconnection.

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