RIYADH – Saudi-based tech company Maqsam has introduced the region’s first AI-powered phone bot designed to handle customer service calls in both Arabic and English, including multiple dialects. This innovation, unveiled at the LEAP 2025 Tech Conference, addresses the challenge of providing seamless Arabic-language customer service.
Fouad Jeryes, cofounder and chief business officer of Maqsam, explained that most global AI solutions struggle to support Arabic effectively. “Most global AI solutions do not support Arabic well,” he said, emphasizing the gap in the market for solutions that can truly speak Arabic.
The bot, developed by Maqsam, transcribes speech, understands intent, and responds fluently in Arabic, offering 24/7 automated support. It stands out by addressing linguistic variations across the Arab world, ensuring a more natural customer experience compared to existing AI solutions, which are primarily optimized for English.
Despite Arabic being one of the most spoken languages globally, businesses have faced challenges in implementing effective customer service solutions that can process different Arabic dialects. Maqsam’s bot’s ability to recognize and adapt to various dialects makes it especially valuable for businesses across the MENA region.
Jeryes highlighted the importance of good customer service for retention, stating, “Better service leads to happier customers, reducing time wasted and improving overall customer experience.” The bot enhances the customer experience by offering faster, more accessible services and reducing operational costs. It also acts as a co-pilot for human agents, reducing their workload and increasing efficiency.
While AI-powered bots are expected to play a larger role, Jeryes noted that human agents would still be essential. “The human element needs to be there, because the bots will not be able to service all the scenarios.”
As AI technology advances, regulatory concerns and risks related to AI-powered customer service remain. Jeryes emphasized the need for regulation in this space but reaffirmed that humans will remain integral to the customer service experience.
This innovation aligns with Saudi Arabia’s Vision 2030 to enhance the digital economy and drive the Kingdom’s digital transformation.
