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Get eight clear answers to the most common questions about the roles, capabilities, and benefits AI agents bring to your business, and learn why every call center needs to adopt voice-first agentic AI.
What exactly is an AI agent?
An AI agent is basically an automated personal assistant. It’s a smart system that can understand instructions, figure things out, make decisions, and handle tasks automatically.
At Maqsam, we specialize in voice-first agentic AI, where our 24/7 available, Arabic-native AI agent:
Answers calls
Assists callers
Handles smart call routing
Gathers information
Performs actions
All without the need for human intervention.
How is Maqsam’s AI agent different from regular AI tools?
Most AI tools respond with text or generate simple answers. Maqsam’s AI agent is built for live voice conversations, meaning it can:
Understand natural speech in English as well as multiple Arabic dialects
Respond with a number of natural-sounding, human-like voices, using multiple accents
Ask clarifying questions and detect caller intent
Take actions like call routing, ticket creation, or triggering workflows
In short, it acts as a fully functional contact center agent built inhouse in the Middle East, on an Arabic-native LLM, to serve customers in Gulf, Levantine, Egyptian, and modern standard Arabic dialects.
What can an AI agent do for your contact center business?
An AI agent can automate and enhance many parts of the call experience. An AI agent can effectively become your 24/7 call frontliner and:
Answer inbound calls instantly
Qualify callers and gathering caller information
Route calls intelligently based on intent or urgency
Provide answers to FAQs, business hours, product details, account status, and more
Handle repetitive requests so human agents can focus on complex, high-value interactions
Agentic AI can also create tickets or notes in CRMs and helpdesks.
Why are AI voice agents becoming so popular now?
Businesses are shifting from simple IVRs to conversational AI automation. With advancements in real-time speech understanding and natural voice generation, companies can now:
Reduce call wait times
Deliver consistent service
Scale support without adding headcount
Offer multilingual, always-available phone assistance
Maqsam’s AI agent uses a state-of-the-art LLM built in-house to facilitate fast, accurate conversations.
Will AI voice agents replace human call center teams?
That is the long-term goal. But the answer for now remains: not entirely, and certainly not with immediate effect.
The aim is for AI agents to be able to fully take over repetitive, boring, and administrative tasks, to free human agents up for more interesting and complex tasks that keep them engaged in their roles (read: lower turnover and training costs).
AI agents like Maqsam’s already reduce repetitive workloads, but humans remain essential for complex, emotional, or strategic conversations. The right approach is hybrid:
AI handles repetitive, high-volume tasks
Humans focus on empathy, negotiation, and problem-solving
This combination boosts productivity and customer satisfaction.
How accurate are AI agents in understanding Arabic dialects?
Most AI tools struggle with regional Arabic dialects, accents, and informal phrasing, but Maqsam’s AI agent was built specifically for the Arab world. It was trained natively on diverse dialects from the Gulf, Levant, and Egypt, which makes it far more accurate at understanding intent, slang, and natural speech patterns. These are the nuances that other, generic models often miss, being built on translations rather than native speech.
How quickly can a business get started with an AI agent?
AI agents can be deployed in a matter of days or even hours. With Maqsam’s AI agent, businesses can:
Pick a natural voice
Set goals and call flows
Connect to existing helpdesks or CRMs
Go live with a fully functional 24/7 frontliner almost instantly
This makes adoption fast, painless, and scalable for any team.
Should your business adopt an AI agent today?
Absolutely! Agentic AI will be an essential tool in all business operations in the very near future (think months, not years).
Companies using Maqsam’s AI agent are already reaping benefits like:
Faster response times
Lower operational costs
Higher-quality customer interactions
Reduced agent burnout
24/7 coverage without staffing challenges
AI automation isn’t some pipe dream about the future of your business, it’s a competitive advantage you can unlock today.
Want to know more about Maqsam’s AI agent?
Get in touch today!
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