The “GITEX Global 2025” exhibition has demonstrated that artificial intelligence (AI) is no longer a concept of the future; it is a present reality that is transforming how telecommunications companies engage with their customers, according to technology expert Ali Sabbagh.
The event showcased a range of practical smart applications that have moved beyond theoretical promotion to real-world usage. Telecom companies demonstrated virtual assistants that can address complex queries in seconds, as well as intelligent ticket-routing systems and chatbots that exhibit human-like communication skills.
These solutions aim to achieve more than just speeding up services; they focus on delivering smoother and more personalized experiences for users.
Dubai continues to establish itself as a true testing ground for applied innovation, supported by a robust digital infrastructure and a government vision that encourages the adoption of modern technologies. The solutions presented at “GITEX 2025” highlight the significant progress made in this area and the crucial role of the telecommunications sector in advancing this movement.
This year, the shift from simple automation to actual personalization stood out, as customer service systems—thanks to generative AI and natural language processing technologies—can now understand intent, adapt conversation tones, and even anticipate customer needs before they are voiced.
For telecommunications companies, the advantages of adopting AI are becoming apparent, whether in terms of reducing operational costs, speeding up response times, or enhancing customer satisfaction. However, the most profound impact lies in the qualitative shift in the relationship between companies and users, transforming support services into a genuine interactive experience rather than a routine procedure.
As the telecommunications sector takes significant strides towards embracing AI, Dubai is not just keeping up with global trends but actively contributing to shaping them. Discussions at “GITEX 2025” confirm that the digital transformation in the region has indeed entered a new phase, reflected in every intelligent interaction with customers.