New Avaya Research reveals challenges for AI adoption In the UAE

93% of UAE organizations Identify AI as one of the most important technologies in 2019, yet 98% of them concede that their organization has work to do if it is to get the most out of AI

  
Yaser Alzubaidi, Senior Director - Digital Engagement Solutions, Avaya International

Yaser Alzubaidi, Senior Director - Digital Engagement Solutions, Avaya International

Dubai, United Arab Emirates – Almost half of businesses in the UAE are struggling with a knowledge gap when it comes to adopting artificial intelligence (AI), according to a survey of business leaders in the UAE, conducted by Vanson Bourne and sponsored by Avaya Holdings Corp. (NYSE: AVYA).

That gap can be attributed to the confusion between “real AI” and “TV/movie AI” as cited by 44% of UAE respondents — higher than the global average of just 30%. And those organizations that have successfully navigated this potential stumbling block are held back by resource constraints; 40% of UAE organizations claim to lack the in-house skills to facilitate adoption. Given these challenges, it isn’t surprising that 98% of UAE businesses concede that their organization has work to do if it is to get the most out of AI.

However, UAE organizations are keen to overcome the challenges around adopting AI. The majority say that failing to get on-board with AI now will cost their organization for the next decade. And because of this worry around being left behind on AI, nearly half of UAE organizations (46%) want to adopt more solutions integrating AI-based technologies.

“While it is encouraging to see the strong appetite for AI in the UAE, the fact that organizations are still struggling to separate the AI fact from fiction validates the guidance and approach we have been offering our customers,” said Yaser Alzubaidi, Senior Director – Digital Engagement Solutions, Avaya International. “We have often stated that organizations do not need AI — they need solutions to business issues. Applying AI for the sake of AI can be tempting. However, the main focus of any CEO looking to deliver best-in-class customer and employee experiences should be on utilizing AI, if — and only if — it solves a business issue.”

Just 25% of UAE businesses have a fully implemented AI strategy, according to the research, with the remainder still weighing up use cases. With customer experience more important than ever before, Alzubaidi suggests focusing on those applications of AI that can have a measurable positive impact on the customer journey as the best place to start. This means integrating AI into the contact center.

UAE businesses agree on this point; 92% of UAE respondents said that effective AI can transform the performance of their contact center. Indeed, over half (51%) are at least half-way through their strategy for rolling out AI in the contact center.

“AI can be so much more than chatbots; for example, First Call Resolution (FCR) is a perfect use case for AI that demonstrates this. AI can support the customer service agent by collating all relevant information on the customer, in real-time, and presenting it in a format that allows the agent to easily view, interpret and action the customer’s query without the need for multiple touch points,” explained Alzubaidi. “Practical applications like these will offer the fastest route to success in implementing AI.”

As AI becomes more prominent, 87% of UAE organizations say they’ll need to look for more third-party support. Recognizing this, Avaya has in recent years evolved its product portfolio and partner ecosystem to offer its customers the easiest path to implementing AI into their business.

Acknowledging that AI has the potential to give regional businesses a competitive advantage and enhance the happiness and well-being of citizens, the UAE government aspires to establish the country as a global hub for AI innovation and investment as is evidenced by the UAE AI Strategy 2031.

-Ends-

About the Research:

“AI: The De Facto for Contact Center Experience” is a new research report conducted by Vanson Bourne and sponsored by Avaya, that looks at AI in the contact center, including the current status of implementation, practical implications and the benefits and challenges of AI. The global survey saw 32 percent of respondents from the Americas, 43 percent from EMEA and 25 percent from Asia Pacific.

The full report is available now. For additional information regarding Avaya’s capabilities and assets, please visit www.avaya.com/ai-research.

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to expected feature releases and statements about future products, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

Source: Avaya Newsroom

© Press Release 2019

Disclaimer: The contents of this press release was provided from an external third party provider. This website is not responsible for, and does not control, such external content. This content is provided on an “as is” and “as available” basis and has not been edited in any way. Neither this website nor our affiliates guarantee the accuracy of or endorse the views or opinions expressed in this press release.

The press release is provided for informational purposes only. The content does not provide tax, legal or investment advice or opinion regarding the suitability, value or profitability of any particular security, portfolio or investment strategy. Neither this website nor our affiliates shall be liable for any errors or inaccuracies in the content, or for any actions taken by you in reliance thereon. You expressly agree that your use of the information within this article is at your sole risk.

To the fullest extent permitted by applicable law, this website, its parent company, its subsidiaries, its affiliates and the respective shareholders, directors, officers, employees, agents, advertisers, content providers and licensors will not be liable (jointly or severally) to you for any direct, indirect, consequential, special, incidental, punitive or exemplary damages, including without limitation, lost profits, lost savings and lost revenues, whether in negligence, tort, contract or any other theory of liability, even if the parties have been advised of the possibility or could have foreseen any such damages.


More From Press Releases