Dubai — Amazon Web Services (AWS) has announced a major partnership with Virgin Mobile UAE to deploy Generative AI (GenAI) solutions across the telecom operator’s operations, marking a breakthrough in the use of artificial intelligence within the UAE’s telecommunications industry.
The collaboration focuses on two core implementations: AI-powered identity verification and a conversational support assistant designed to automate customer service processes. Built on AWS’s GenAI infrastructure, including Amazon SageMaker, the rollout has already streamlined SIM activation and reduced manual processing, improving speed, accuracy, and user experience.
“Adopting AWS GenAI solutions like SageMaker represents a milestone in Virgin Mobile UAE’s digital journey,” said Dr. Imran Shaikh, Technology Director at Virgin Mobile UAE. “It enables us to redefine customer services in telecommunications and sets a model for how providers across the UAE can modernize operations through GenAI.”
The GenAI-based identity verification system has achieved a 98% success rate in document authentication, significantly boosting fraud prevention while ensuring compliance with UAE KYC (Know Your Customer) regulations. Meanwhile, Virgin Mobile’s conversational AI now resolves 25% of customer calls autonomously, handling inquiries instantly through Natural Language Processing (NLP) to deliver 24/7 support.
“Virgin Mobile UAE’s deployment demonstrates the innovative power of GenAI solutions in a regulated industry,” said Chris Erasmus, Country Manager, UAE, Rest of Middle East and North Africa at AWS. “These technologies allow providers to build intelligent assistants capable of complex, multi-step decision-making while improving customer satisfaction.”
The integrated AI ecosystem combines AWS SageMaker, Optical Character Recognition (OCR), and API-driven NLP models, forming a unified cloud-native architecture for real-time ID validation and customer interaction management. This approach not only enhances operational efficiency but also reinforces Virgin Mobile’s commitment to security, compliance, and customer-centric digital innovation.
Through this partnership, Virgin Mobile UAE demonstrates how GenAI can transform telecom service delivery, blending automation with data security to set a new standard for digital experiences in the region.
