Tuesday, February 7, 2023, Riyadh, Kingdom of Saudi Arabia - Zain KSA announced an expansion of its collaboration with Google Cloud to develop cutting-edge AI capabilities across various business services and sectors. The first phase of the collaboration involves developing innovative Contact Center artificial intelligence (CCAI) solutions with a special focus on Arabic language applications. Marking an important milestone, both parties have successfully conducted the trial of one of the first Arabic Bots globally, paving the way for further progress in developing advanced AI technology in other fields, thereby enhancing customer experience, improving enterprise productivity, reducing operational costs, and providing practical analysis.
The cooperation was announced during the second edition of the global tech event, LEAP 2023, held from February 6 to 9 at the Riyadh Front Exhibition and Convention Center under the theme ‘Into New Worlds”.

Chief Technology Officer of Zain KSA, Eng. Abdulrahman AlMufadda commented: “Enhancing Zain KSA’s collaboration with Google Cloud is essential as it outlines the shared vision of both companies to develop the future of Artificial Intelligence and its use cases in various fields. We are excited to provide more innovative digital solutions and to navigate further growth for the telecommunications sector and digital services across the Kingdom, in line with Saudi Vision 2030. Today, we announce a new milestone in our collaboration by developing smart contact centers."

Abdulrahman Al Thehaiban, Managing Director, Middle East, Turkey and Africa at Google Cloud said: “We are thrilled to bring Google Cloud’s latest artificial intelligence solutions to Saudi Arabia with leading telecommunication providers in the region such as Zain. Google Cloud’s contact center AI solution relies on the latest technology and AI models developed in the domain of conversational AI. The solution delivers life-like customer experiences that support accurate multi-turn conversations, built with deep learning technologies powered by Google Agent Assist that will transform the contact center experience into a smart one.”

Through this collaboration, Zain KSA will leverage Google Cloud’s Contact Center AI (CCAI) solution to develop new tools that can improve customer interactions and automate repetitive tasks, thus increasing service efficiency and cost savings.

Committed to supporting local content and emerging projects in the Saudi ICT sector, Zain KSA’s participation in this global event, for the second time, aims to keep pace with the efforts of the organizers of the event, the Ministry of Communications and Information Technology and the Saudi Federation For Cybersecurity, Programming and Drones (SAFCSP).
Zain KSA and Google Cloud collaborated with Quantiphi, the applied AI and data science software and services company specialized in the implementation of the contact center AI solution, to bring the Arabic bot to life and successfully complete the testing phase of the solution.