Mubasher: Around 53% of senior executives in the Middle East and North Africa (MENA) region are seeing Robotic Process Automation (RPA) and artificial intelligence (AI) as the most prominent technologies in their business agenda, according to EY’s recent report.
AI and RPA are widely used in various sectors in the MENA and GCC, the report, named ‘The power of intelligent automation: Making customer interaction smarter in the GCC’ showed.
It “identifies government services, retail and financial services as the three key customer facing sectors that are using intelligent automation drive efficiencies, using the resulting capacity to create new value, improve customer experience, and support product and service innovation.”
The Saudi authorities are currently cooperating with a healthcare firm to help the kingdom embrace digital and intelligent solutions in the healthcar sector ease its facilities.
“We are seeing GCC governments linking the use of AI to major strategic objectives. This approach has the advantage of building synergies into planning from the beginning,” MENA Government and Public Sector Leader at EY Firas Qoussous stated.
In the GCC retail sector, RPA technology has the ability to find improved digital solutions and services for customers’ experience.
“The potential is huge for RPA and AI to help GCC retailers improve customer interaction through real-time, location-based customized offers, and opportunities to cross-sell in store and online,” Ahmed Reda, MENA Consumer Products and Retail Sector Leader at EY, noted.
The report highlighted that AI and RPA are greatly used in the financial services sector, in addition to other intelligent automation technologies.
“Financial services companies in the GCC are forging ahead in intelligent automation and many are building on existing experience using RPA tools to automate back-office processes, such as automated loan approval, to find new sources of customer value,” EY’s MENA Financial Services Sector Leader Gordon Bennie said.
