UAE telecom operator du is planning to provide enhanced call center operations through advanced AI technologies after announcing a collaboration with Microsoft.
The partnership with Microsoft, which is expected to significantly enhance customer engagement and operational efficiency for du, was unveiled at the Mobile World Congress (MWC) 2025 in Barcelona.
du and Microsoft will collaborate on the AI Call Center Transformation, using Microsoft’s generative AI and cloud services to provide a highly personalised customer experience.
du’s AI-powered support
The collaboration will also address challenges such as stringent national data privacy regulations by utilising hybrid cloud technologies. These technologies will provide the scale and innovation of the cloud while maintaining compliance with national data privacy regulations.
Microsoft’s AI technologies will provide real-time call insights, post-call analytics, and automated VoiceBot support, ensuring full compliance with data privacy regulations. The solution supports many of the common languages used in the UAE’s expat-rich population, ensuring great service regardless of the language spoken by the subscribers.
With these solutions, the telecom operator aims to improve First Call Resolution (FCR) rates and reduce Average Handling Time (AHT). The automated VoiceBot, part of the subscriber copilot being developed, will reduce the volume of calls to the contact center and optimise the usage of human agents by handling routine inquiries and providing intelligent responses.
Diego Camberos, Chief Customer & Channels Officer at du, commented: “Through our collaboration with Microsoft, we’re setting new standards in customer service and operational efficiency. Leveraging the state-of-the-art AI tools from Microsoft enables us to anticipate and exceed our customers’ expectations in every interaction. Together, we’re crafting a future where technology serves as a bridge to more meaningful, efficient, and personalised customer engagements.”
Microsoft’s AI models will enable targeted retention strategies, boosting customer retention and revenue generation opportunities. It also positions du to monetise the solution, creating a new revenue stream.
Silvia Candiani, Vice President, Telco, Media & Gaming, at Microsoft, added: “We are pleased to collaborate with du to bring innovative AI solutions to their call center operations. This collaboration underscores our commitment to empowering businesses with cutting-edge technologies that drive operational excellence and customer-centric innovation.”
The telecom operator said the learnings from the solution being run for one of the largest data centers in the UAE, will also help other government and commercial contact centers in the UAE transform their customer experiences by providing these capabilities as part of their du Tech AI and cloud solutions portfolio.
The telecom operator will focus on upskilling and reskilling its workforce to utilise the latest innovations in AI and cloud services, ensuring they are equipped to handle the evolving demands of the digital landscape. Microsoft will support by providing training and resources.
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