VentureDive featured as a “Knowledge Partner” at the 4th MENA Conversational AI Summit 2024

February 15, 2024 – VentureDive, a leading technology solutions provider, proudly served as a Knowledge Partner at the 4th MENA Conversational AI Summit in Dubai, held on February 13-14, 2024. The Summit focused on the transformative power of AI and analytics in reshaping contact centers across the Middle East and North Africa (MENA) region.

Imran Moinuddin, VentureDive’s Senior Vice President of Data and AI, participated in an insightful panel discussion moderated by Sagarika N, Director of Customer Success & VOC at GMG. The panel also featured Amit Taneja from Cleartrip, Dr. Jassim Al Awadhi from DU, and Tamer Elsabrouti from OSN. 

The panel delved into Transforming Contact Centers with AI & Analytics, a theme resonating with VentureDive’s Data & AI services. Highlighting the importance of AI and analytics in contact center operations, Imran pointed out that, “AI can enable the ability to determine actual customer satisfaction by deeply assessing the interaction between the agent & customer.”

Throughout the conversation, Imran stressed the need for synchronicity between the insights AI offers and the metrics business leaders value, such as Average Handling Time (AHT), Average Speed of Answer (ASA), Customer Satisfaction (CSAT), and First Contact Resolution (FCR). 

Additionally, Imran observed that decision-makers prioritize actionable insights over the complexity of AI technologies. “Most decision-makers will not care about how complex AI is – what they will care about is how the information is presented and whether they should care about it. This really boils down to decision-makers being shown information in order to make the right decision at the right time.”

Addressing the prerequisites for leveraging BI, Imran emphasized the necessity of robust data foundations. “For effective use of BI, an unpopular but necessary pre-requisite is to have the right data foundations in place”, said Imran. 

Furthermore, he remarked that consolidated data, whether in near real-time or in batch manner, that businesses can trust is essential. Be it a data mesh or a lakehouse, with the right data governance and quality controls, it should not be ignored by businesses.

Reflecting on AI’s impact, Imran shared his optimism about its transformative potential. “As we’ve continued to see, AI is allowing contact centers to tap into dimensions of data that weren’t as easy before. He further added, “Now when AI is able to observe interactions and experiences at a broader scale, it’s in a much better position to generalize what works to drive improved customer interactions.”

As a Knowledge Partner at the summit, VentureDive reaffirms its commitment to driving innovation and excellence in the tech industry. With a strong focus on AI and analytics, VentureDive continues to empower businesses across MENA and beyond.

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