Riyadh, KSA, 22 July 2026 –As generative AI, real-time orchestration, and system integrationcontinue to mature, customer experience (CX) is entering a new era. One defined not by isolated interaction, but by autonomous AI agents that can reason, decide, and act across systems, channels, and workflows to achieve real outcomes across diverse industries.
This evolution requires more than just basic automation. It necessitates robust agentic systems that can understand intent, coordinate actions, and deliver end-to-end outcomes. This drives broader shifts, from reactive automation to goal-driven intelligence, channel management, experience orchestration, and cost containment, along with positioning CX as a competitive advantage.
These rapid advancements in technology are being driven by growing customer expectations for faster, more personalised, and more seamless experiences across every touchpoint.Customers do not contact support just for simple information. They often need ongoing help with fixing something that is broken or delayed. Customers are often routed between channels, repeating themselves without resolution.
Industry reports show that 53% of customers need to provide information multiple times when engaging with customer service. Moreover, only 45% of customers believe their issue can be resolved on first contact, emphasising how often service journeys fail to meet basic expectations. These gaps highlight deeper structural challenges with current CX systems.
Globally, contact centres are under growing pressure due to rising interaction volumes, fragmented systems, and inefficient automation tools with limited capabilities. Even with greater AI adoption, agents still have to manually bridge disconnected systems, complete back‑office tasks after interactions end, and compensate for automation shortcomings.
This is largely due to the limitations of traditional CX automation. Most systems are designed to script responses, deflect volume, and optimise individual channels. While this is important for improving surface-level speed, automation alone has not been proven to decrease repeat contacts, enhance first‑contact resolution, or eliminate manual follow‑up work. As a result, customer expectations continue to outpace what legacy systems can deliver.
At the same time, expectations around experience quality are rising. Customers increasingly seek interactions that are genuinely helpful, culturally fluent, and feel natural. Conventional bot automation has continuously failed to meet this standard. A study of 1,000 business professionals in Saudi Arabia and the UAE found that customers are willing to wait up to 15 minutes for a human agent, but only two-thirds believe they will receive the necessary response. This lack of trust highlights a growing demand for more sophisticated, intuitive, and intelligent AI experiences. Meeting this demand requires a fundamental shift in how AI systems are designed and deployed.
This is precisely where the next generation of agentic systems must evolve, not just with autonomous task completion, but also through cultural intelligence and native-level proficiency in Arabic. Agentic AI introduces a more advanced paradigm, where AI agents can reason, verify and act across systems while maintaining conversational and cultural context. This enables faster, accurate, and trusted interactions.
Unifonic is uniquely positioned to lead this transition. The company ensures responses are both natural and compliant by pairing hyper-localised Arabic language models – delivering over 95% dialect accuracy across regional variants, with enterprise-grade knowledge grounding.Through retrieval augmented generation(RAG)and stringent governance policy alignment, it ensures that every response is culturally resonant, brand and regulatory-compliant.
Its multi-agent orchestration framework, powered by Agentic Studio, enables AI agents to collaborate across workflows, reducing response times while improving cost efficiency. At the same time, human-in-the-lead governance ensures that automation never comes at the expense of oversight, enabling confident escalation and accountability when needed.
The impact of such systems is already being quantified across the industry. Organisations using AI in customer service report up to 70% faster response times, while routine handling can improve by around 40%. Gartner predicts that by 2029, Agentic AI could autonomously resolve around 80% of common customer service issues, reducing operational costs by approximately 30%.
Unifonic believes that the next era of CX will be led by platforms that can connect intelligence to execution and seamlessly orchestrate actions across channels, designing experiences around outcomes, not interactions. This necessitates platform‑level re‑engineering and not incremental AI features. In line with this, the company is actively enhancing its platforms to integrate enterprise‑grade CX across complex service environments, facilitating AI‑driven orchestration, intelligent voice, and conversational experiences at scale.
This commitment is further strengthened by its acquisition of SESTEK, a globally recognised pioneer in conversational AI with decades of R&D leadership, patents, and enterprise deployments. Unifonic also collaborates with global leaders across AI, cloud, and conversational ecosystems, including Oracle, Google, AWS, Groq, HUMAIN, and META.Together, these efforts position Unifonic to deliver enterprise-ready solutions that not only enhance customer experience but redefine how organisations connect intelligence to real-world outcomes.
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