AI expected to manage 60% of customer service in two years

It is expected that artificial intelligence will handle approximately 60% of customer service operations in the region over the next two years, compared to just 10% currently, as reliance on technology increases and advances. Common applications include call analysis and intelligent agent rotation alongside human employees, where the AI agent operates around the clock and alleviates a significant portion of the mentally exhausting routine work. AI adoption in the sector is anticipated to reach about 90% by 2030, with a focus on enabling interactions in local languages and various dialects, especially in Saudi Arabia. Experts predict that some call center jobs will gradually fade away as development continues, leading to improved efficiency and service through automation.

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