The Next Frontier of Customer Experience: Human–AI Collaboration

This article explores how Maqsam’s AI voice technologies are enhancing customer experience by combining artificial intelligence with human-like interactions, particularly in contact center environments. The author argues AI isn't replacing employees but acting as a partner that elevates human capability, framing this as a new era of business efficiency rather than pure automation.

One of the company's key achievements was developing an AI model that excels at understanding and speaking Arabic dialects, a major challenge given the language's diversity, from dialect variation to frequent mixing with English and Arabic. By building a proprietary dataset and investing heavily in R&D, the model achieved speech-to-text accuracy in Arabic that surpasses global tech giants like Microsoft, Meta, and Google.