ZIWO has officially launched its latest artificial intelligence-powered solution, ZIWO AI, during its participation at the LEAP 2025 event in Riyadh. The new platform aims to redefine customer service capabilities through advanced voice intelligence features.
As artificial intelligence becomes increasingly integrated across the SaaS industry, companies are investing heavily in AI-driven solutions to enhance user experiences. Market projections suggest AI investments will grow tenfold by 2031, while in the UAE alone, AI is expected to expand at a compound annual growth rate (CAGR) of 43.9% between 2024 and 2030. This growth aligns with the UAE’s national AI strategy, which promotes advancements in generative AI, enterprise AI, robotics, and AI as a utility. Against this backdrop, ZIWO has taken decisive steps to establish a foothold in this fast-evolving sector.
A key focus of ZIWO’s AI strategy is the enhancement of customer service through voice intelligence technology. The company’s latest innovation aims to provide businesses with real-time insights into customer sentiment, helping agents improve response quality and efficiency.
“Now, companies can use AI to determine how customers feel (frustrated, happy, confused) and guide the agents to the perfect resolution, with the help of our advanced Sentiment Analysis,” said Renaud de Gonfreville, CEO and co-founder of ZIWO.
ZIWO AI has been designed to analyse and interpret both English and Arabic dialects, seamlessly integrating with business operations to enhance efficiency and performance.
“After a deep analysis of the market and full comprehension of our client’s needs, we’ve found the perfect value: a tool that can comprehend and interact with all Arabic dialects,” added Renaud, speaking about ZIWO AI.
Customisation is a core element of ZIWO’s approach, with the platform designed to accommodate industry-specific jargon, making it more accessible for employees. Additionally, with security concerns at the forefront of cloud-based AI solutions, the company has prioritised data protection.
“To deliver unmatched security and compliance, we hosted ZIWO’s secure infrastructure inside the country to meet the highest data protection standards,” stated Eric Ouisse, Co-Founder and Product & Expansion Strategy.
ZIWO’s team has projected significant improvements in customer interactions following the launch, including a 67% increase in response speed, a 60% improvement in resolution time, and a 50% boost in politeness and empathy.
Developed in-house by a team of experts in the MENA region, ZIWO AI is tailored to meet the unique demands of businesses in the region. Built on demand, hosted locally, and fully customisable, the platform aims to enhance both performance and return on investment.
