< Previous40 CEO MIDDLE EAST SEPTEMBER 2023 he Middle East stands at the precipice of a momen- tous transformation in the logistics landscape as autonomous vehicles emerge as a disruptive force. Once a figment of science fiction, these self-driving wonders are rapidly becoming a reality, heralding a new era of logistics efficiency, cost optimisa- tion, and enhanced safety. This article delves into the profound impact of autonomous vehicles on Middle East logistics, exploring their potential to reshape supply chain operations, create substantial cost savings, and establish an unprecedented level of safety. By embracing this cutting-edge technology, the Middle East is poised to solidify its position as a global leader in innovation and propel the logistics industry into a future defined by unprecedented advancements. The Middle East has been known for its ambitious endeavours in adopt- ing transformative technologies, and now, it is on the cusp of a monumental transportation revolution. Autonomous vehicles, long a dream of visionary thinkers, are no longer confined to the realm of fiction but are instead driving towards the forefront of logistics inno- vation in the region. As these driver- less marvels prepare to rewrite the rules of logistics, it becomes evident that the Middle East is on the precipice of a new era marked by greater efficiency, cost- effectiveness, and safety. Enhanced efficiency The advent of autonomous vehicles promises to revolutionise the efficiency of Middle East logistics operations. Unlike traditional transportation meth- ods fraught with challenges like traffic congestion and human limitations, autonomous vehicles leverage advanced sensor technologies, artificial intelli- gence, and machine learning algorithms to chart optimal routes, minimise idle time, and reduce fuel consumption. By operating continuously without the need for rest breaks, these autono- The Middle East has been known for its ambitious endeavours in adopting transformative technologies, and now, it is on the cusp of a monumental transportation revolution DRIVERLESS MARVELS: ALL SET TO RE-WRITE THE RULES OF LOGISTICS The Middle East is poised to solidify its position as a global leader in innovation, says Joseph TECHNOLOGY BY NAVEEN JOSEPH, CO-FOUNDER, IMILE TSEPTEMBER 2023 CEO MIDDLE EAST 41 TECHNOLOGY The Middle East is driving into a future where autonomous vehicles will revolutionise logistics mous fleets can ensure faster and more reliable deliveries across the region. Furthermore, the implementation of interconnected systems allows for real- time tracking and coordination, opti- mising the flow of goods and materials with remarkable precision. Cost savings The integration of autonomous vehicles into Middle East logistics holds the potential for substantial cost savings, redefining the economic landscape for businesses and industries alike. Though the initial investment may appear significant, the long-term benefits are poised to outweigh the costs. Moreover, the advanced monitor- ing capabilities of autonomous vehicles detect maintenance issues promptly, reducing vehicle downtime and mini- mising costly repairs. The optimisation of routes and fuel consumption further contributes to operational cost savings, rendering logistics processes more financially sustainable in the long run. The prospect of such cost-effectiveness positions the Middle East as an eco- nomic powerhouse on the global stage. Improved safety Safety remains a paramount concern in the logistics sector, and the deploy- ment of autonomous vehicles holds the promise of significant risk reduction. These vehicles mitigate the inherent dangers associated with human errors, distractions, and fatigue. Equipped with an array of advanced sensor sys- tems, including cameras, lidar, radar, and GPS, autonomous vehicles possess unparalleled awareness of their sur- roundings. These vehicles and their features enable them to detect poten- tial hazards, anticipate the movements of other vehicles, and make instanta- neous decisions to avoid collisions. Additionally, the incorporation of real-time monitoring and intervention capabilities further enhances safety levels, transcending the limitations of human response times. As the Middle The potential of autonomous vehicles in Middle East logistics is not simply a matter of convenience; it is a transformative force that will redefine the very fabric of logistics operations. As the region propels forward, it will inspire a ripple effect across industries, driving progress, and setting the stage for a future shaped by progress, innovation, and unprecedented achievement. The Middle East stands on the brink of a logistics revolution, where the full potential of autonomous vehicles will be realised, leaving an indelible mark on the global logistics landscape for generations to come. As governments, logistics com- panies, and technology developers collaborate to build the necessary infrastructure and regulatory frame- works, the Middle East is driving into a future where autonomous vehicles will revolutionise logistics, redefining the way goods are transported and laying the foundation for a more efficient, sustainable, and safe future. With their unparalleled benefits, autonomous vehicles are set to solidify the Middle East’s position as a pioneer in embrac- ing transformative technologies and positioning the region for long-term success. Of course, safety is of prime importance. The belief is that safety is part of the revolution. This is in the making and while it’s going to take some time, the future is promising. East embraces autonomous technol- ogy, it commits to a safer, more secure logistics ecosystem, shielding its workforce and assets from unnecessary risks and setting an exemplary stand- ard for the global logistics community. As the Middle East ushers in the era of autonomous vehicles in logistics, the region is poised to witness a transform- ative journey towards enhanced effi- ciency, unparalleled cost savings, and a heightened commitment to safety. The visionaries and pioneers who embrace this revolutionary technology today will undoubtedly reap the benefits of an ag- ile, cost-optimised, and secure logistics industry tomorrow. By fostering an environment conducive to innovation and tech- nology integration, the Middle East is asserting its position as a global leader in logistics. The road ahead is one defined by a seamless flow of goods, optimised routes, and reduced operational costs. More importantly, it is a road that leads to a safer and more sustainable future. $400BN The potential revenue generated by autonomous driving by 2035, according to a report from McKinsey42 CEO MIDDLE EAST SEPTEMBER 2023 he modern GCC business has a lot of balls in the air. The regulatory landscape is con- tinually shifting. Pressure mounts to conflate profits with societal obliga- tions in a coherent ESG strategy. The rise of the employee requires a long, hard look at their workplace experi- ence. There is also the worry of how fast the competition is resolving these issues and gaining market ground. And, of course, we cannot forget the customer – today, a digital-savvy researcher who is free to wander, and quick to do so if their experience does not measure up to their expectations. Many highly respected business leaders will advise their peers to quit pouring all of their energies into watching the competition, and instead focus on the customer. The argument goes that if you put customers at the centre of everything, you have done all you can. There is no advantage left to be had. Customers decide your fate, so let them decide your materials mix, your GTM strat- egy, your marketing approach, and your digital investments. Putting the customer at the centre of everything means formulating a plan for customer engagement and then never forgetting that plan when dealing with a customer. In today’s terms, that means artificial intelli- gence. AI is the wise owl that analyses what you and the customer do and fig- ures out what the optimum approach is for future engagement sessions. It is the elephant that never forgets to ap- ply all that has been learned at every future opportunity. And it is the cart- horse that does all the heavy lifting, automating vast swathes of previously human-fulfilled tasks to free up flesh- and-blood employees to pursue more value-adding endeavours. No ‘ifs’ or ‘ands’, just bots More precisely, we are talking about AI-powered chatbots. They have already proven themselves capable of The value through utilising generative AI only continues to increase HOW AI CAN SOLVE CONVERSION AVERSION OR EVEN AID THE UPSELL AI-powered chatbots will never forget to follow up with a customer to see if they were satisfied with their purchase TECHNOLOGY BY SANDIE OVERTVELD, SVP OF FRESHWORKS APAC & MEA TSEPTEMBER 2023 CEO MIDDLE EAST 43 TECHNOLOGY “CUSTOMERS ARE CRYING OUT FOR RAPID, RESPONSIVE, ACCURATE, INDIVIDUALISED EXPERIENCES” AI is not the replacement pariah that it was feared to be, says Overtveld enhancing customer interactions and boosting revenue. You need a human to be at the top of their game – opti- mum health, no personal distractions, well rested, and so on – for them to even have a chance of applying all historical information about a cus- tomer accurately and contextually. But a bot is afflicted only with function and purpose. It does not know how to miss an opportunity. By combining communication preferences, purchase history, and other data, the bot can personalise the customer experience. The extent to which it can do so is limited only by data. When deployed, this ability becomes a permanent busi- ness capability and is associated with the brand. In May, research showed almost 68 percent of UAE organisations were investing up to half of their technology budgets in AI. The following month, a separate report revealed that more than 60 percent of GCC companies had purposefully used AI for at least one use case. And chatbots have found their way into the day-to-day opera- tions of companies as diverse as Dubai Electricity and Water Authority and Kuwait Finance House. Bots’ ability to speed up responses to queries and shorten resolution times is catch- ing on. Their potential for increasing productivity even makes them popular with employees, who are increas- ingly coming to realise that in many instances, AI is not the replacement pariah that it was feared to be. The bot’s ability to individualise engage- ments without fail soon leads to more relevant purchase recommendations and subsequently, increased sales – good for everyone. But perhaps the most powerful capability of the latest chatbots is their ability to embed themselves in customers’ favourite channels. In a real sense, this turns the bot into a digitised travelling salesperson. Ads on social media can link to conversations The value keeps on coming. Many salespeople are incentivized by the final transaction, even if they are not working on commission. They are therefore perpetually prepping a customer to make a purchase. The bot will always be applying the best practice of assisting customers in making the best possible decision. The result? A customer walks away from each engagement with more value than if they had been sold a product purely based on the brand’s perceived opportunity for revenue. Taking the “assistance” approach can keep a customer hanging on when they might otherwise have checked out a com- petitor. Engagement in real time by a bot can reassure a consumer about their purchase decision. And bots can also automatically remind customers, through their preferred channel, about an abandoned cart. Post-sales conversations through third-party apps can allow the bot to guide the customer through the ship- ping and delivery processes, prevent- ing queues from becoming clogged with order-status queries. With some further third-party integration, the bot can even process refunds and exchang- es without agent assistance. The stuff of legend Even when human agents are engag- ing with customers directly, bots can assist them with autocomplete for text sentences and automatic summaries of conversations. AI-powered chatbots will never forget to follow up with a customer to see if they were satis- fied with their purchase. But they will go further, sending targeted promos and recommendations, driving repeat business and boosting loyalty. Bots are powerful tools for enhanc- ing the customer experience. Their potential to drive revenue and boost efficiency are now the stuff of legend. Customers are crying out for rapid, responsive, accurate, individualised experiences. And AI chatbots deliver. with a bot via those platforms’ popular messaging services. Website visits are rendered unnecessary. A bot is quicker, sharper, and better informed than any human (allowing for data quality). Pricing, availability, relevant recommendations – answers happen in the blink of an eye, and the customer feels understood and valued. Under the right circumstances, the bot will even send one-click purchase links for customers to complete the sale. This means a surge in conversion rates. Year-round value Bots can even rally from miscommuni- cations, recognising the missteps and rephrasing questions and answers to fine-tune the conversation. All of this occurs year-round, around the clock, meaning customers get better service at any time they choose, but fewer employ- ees need to endure unsociable hours.44 CEO MIDDLE EAST SEPTEMBER 2023 t seems that not long ago, artificial intelligence (AI) was discussed in sci-fi terms — some fearful, some optimistic — but nobody was talking about viable, widescale adoption. Today, we seem to be tripping over AI. It is everywhere. It bly the glitziest of them all, OpenAI’s ChatGPT. The UAE government even has a webpage devoted to ChatGPT. The page confirms that the Telecom- munications and Digital Government Regulatory Authority (TDRA) adopted the technology to “recommend .ae web- site domain names to owners of SMEs” while Dubai Electricity and Water Authority (DEWA) is using it to “enrich its services.” Deep, human-like understanding of our languages by machine intel- ligence is finally here. This means that the debate among cheerleaders and naysayers has intensified. Each raise valid points. The former rightly points out the productivity boons that come with a human-like intelligence that can be instantiated at runtime, at scale. They regale us with use cases and tales Let’s not be blind to the grey clouds, writes Taj El-khayat, Area VP, EMEA South, Vectra AI THE RISE OF CONVERSATIONAL AI IS NOT ALL SILVER LINING ChatGPT’s versatility and ability to generate high-quality, human-like text seem set to make it a valuable tool for a wide range of tasks COMMENT I is in our homes, our businesses, and our governments. It is in our public infra- structure, our phones, and in satellites far above us. One rock star in the AI pantheon is the large-language model (LLM), made famous by Microsoft’s new Bing, Google’s Bard, and possi-SEPTEMBER 2023 CEO MIDDLE EAST 45 COMMENT “THE CONSUMER MAY NOT EVEN CARE THAT THE GOAL OF CHATGPT IS NOT ACCURACY, BUT A PERFECT CONVERSATION” Large-language model (LLM) in its current form is a risk to any entity with legal obligations or brand ambitions, El-khayat says of success and organisations doing things that would have been previ- ously unthinkable. The latter warns of the black-box nature of LLM and its consequent unpredictability. They call for stronger governance. Take ChatGPT. It is great for the consumer unbound by regulatory com- pliance. They do not care that OpenAI retains all data for the purposes of improving the model and individualising the user experience (admittedly worthy purposes). The consumer may not even care that the goal of ChatGPT is not accuracy, but a perfect conversation, with a logical flow, based on all the other conversations it has studied. Neither the viability nor the usability of answers is top of the agenda. Among private individuals, this may not be an issue, but businesses would do well to be wary. Transparency and responsibility Another issue is transparency, suppos- edly one of the goals of responsible AI, but something that is lacking from Chat- GPT. Consumers may be perfectly willing to accept the model’s responses at face value, but businesses simply cannot afford to do this. They need to consider legal angles such as copyright. Infrac- tions may not just apply to the creator of such content but to any party along the value chain that used the content. Already we can see cause for con- cern. But the most significant aspect of ChatGPT and other LLMs is their capacity to deliberately, or shall we say “knowingly” mislead. The industry refers to this as “hallucinations,” but the bot- tom line is that in the absence of trans- parency, we cannot see how the model comes up with its answers. LLM tools may retain confidence metrics in private that their proprietors simply choose not to share, but for the purposes of commercial viability, the result remains the same. Google’s Bard embarrasses the brand by getting a question wrong. But we don’t know why. A professor fails an entire class after ChatGPT falsely “admitted” to having written some of among network traffic. Indeed, some network detection and response (NDR) platforms are already fit for purpose in the detection of inbound and outbound LLM data. Set AI to catch AI It’s probably not a surprise to learn that such capabilities are powered by AI and even trained to sniff out other AI. Many of these tools are designed around global, regional, local, and industry compliance standards and al- low the delivery of dashboards that can show real-time usage levels of tech- nologies like ChatGPT. They do this by detecting DNS requests to OpenAI servers made by hosts in a business en- vironment. Compliance officers get ac- cess to tracking lists of those employees that have made enquiries with OpenAI, those who have signed up, and those who are using ChatGPT right now. These security platforms log usage over time and are able to follow the LLM activity of individual users even if their endpoints join new networks. Up-to-the-minute information like this is critical to any organisation that wants to control its engagement with these new technologies that hoover up data and blast out inconsistent results. In some worst-case scenarios, an employee might misinform a customer about basic industry regulations or maybe even scientific facts. An LLM could get access to proprietary infor- mation or even customer information. Real damage can be done. In some cases, the brand may not be able to recover. While extremely useful in some regards, LLM in its current form is a risk to any entity with legal obligations or brand ambitions. To LLM cheerleaders, I would say that the technology has some distance to travel before it can be treated as just another tool for the technology suite. Until then, we must give naysayers their due and build a cogent cybersecurity strategy around these AI tools, if any- thing to protect us from ourselves. the students’ essays. But we don’t know why. And a lawyer comes unstuck in a public court after getting ChatGPT to compose a brief. The AI dreamt up six fake sources to support the lawyer’s position. But we don’t know why. Google’s market cap was severely pruned (to the tune of some $100bn), the professor’s credibility was tar- nished, and one can only imagine the consequences for the lawyer in what was reportedly a multi-million-dollar suit. The term “caveat emptor” seems a trifle redundant at this point. But the reputation that has been hurt the most is that of LLM itself. While hype may be alive and well among casual users, some organisations are starting to issue default bans on the use of ChatGPT and its peers. Such bans are difficult to police without specialist technol- ogy that can discern LLM activity 46 CEO MIDDLE EAST SEPTEMBER 2023 etwork slicing, an innovative capability of 5G networks, has attracted significant attention among service providers in recent years. As the GCC region experiences a projected annual growth rate of 30 percent in 5G sub- scriptions, reaching a staggering 71 million by 2028, the importance of network slicing in driving the growth of private 5G networks cannot be underestimated. This article explores the future of network slicing in the GCC and its transformative applications across diverse industries such as telecom- munications, healthcare, gaming, and financial services. Understanding network slicing In simple terms, network slicing involves dividing a single physical network into multiple virtual net- works, each with its own unique set of resources, performance charac- teristics, and security policies. This flexibility allows virtual networks to be optimised for specific user requirements, whether it be lower latency, heightened security, or high-definition video streaming. Network slicing paves the way for the realisation of 5G’s true potential in catering to individualised needs. Challenges in monitoring network slicing One significant challenge that both communication service provid- ers (CSPs) and enterprises face in adopting network slicing is effective monitoring and management of network slices. The increasing complexity of modern networks has made network telemetry harder to obtain, leaving many CSPs blind to issues affecting customers’ network slices. This lack of performance visibility raises concerns for CSP customers, who are unsure whether they receive the service level they are paying for. The importance of the technology to the region’s future connectivity can’t be underestimated NETWORK SLICING AND THE EVOLVING LANDSCAPE OF PRIVATE 5G NETWORKS IN THE GCC The increasing complexity of modern networks has made network telemetry harder to obtain, according to Mohan TECHNOLOGY BY GAURAV MOHAN, VP OF SAARC & MIDDLE EAST AT NETSCOUT NSEPTEMBER 2023 CEO MIDDLE EAST 47 TECHNOLOGY “THE GCC IS ON THE VERGE OF A NEW ERA OF CONNECTIVITY AND INNOVATION” The MEA region is home to 31.4 million 5G users Use cases of network slicing Network slicing is one of the excit- ing verticals of the next generation of networking. There are many potential use cases, such as: 1. Financial services: In the financial sector, network slicing presents op- portunities to prioritise security and speed. By configuring mobile bank- ing applications to directly connect to financial institutions, users gain secure, user-friendly, and rapid ac- cess. For stock traders, low-latency connections enabled by network slices can significantly impact their trading operations, where milliseconds can determine profit or loss. 2. Gaming: Gaming enthusiasts are known to require optimal network performance, with even slight latency improvements capable of swaying them to switch providers. Network slicing can address this demand by offering dedicated slices for mobile and cloud gaming, enhancing the overall gaming experience. As mobile gaming gains popularity and cloud gaming emerges, game publishers will seek quality con- nectivity and visibility to troubleshoot latency issues promptly. According to Niko Partners, UAE, Saudi Arabia, and Egypt gamers are estimated to number 67.4 million in 2022, rising to 87.3 million in 2026 at a 5-year CAGR of nearly 6 per- cent indicating ARPU will rise over time. Countries such as Saudi Arabia publish GameMode, a quarterly report on the gaming performance of internet providers, giving insight to gamers about the best providers. Those who use network slicing will be able to compete and attract new users. 3. Healthcare: In the healthcare sec- tor, network slicing holds the promise of allowing surgeons to perform re- mote surgeries, where a surgeon from one part of the world can operate robotic systems located hundreds or even thousands of kilometres away. By ensuring more reliable connections, lower latency, and improved band- incorporate this capability into their services. The rise of private 5G net- works utilising network slicing within organisational campuses is already evident. However, successful integra- tion demands a proactive approach, rather than a passive “wait-and-see” attitude. CSPs and enterprises can take advantage of monitoring tools that provide the visibility and observ- ability required for effective network slicing implementation. Network slicing is poised to transform the connectivity landscape in the GCC. By offering customisation and flexibility, it empowers business- es and consumers to leverage the full potential of 5G technology. Neverthe- less, its successful adoption depends on robust monitoring capabilities to ensure a seamless user experience and accountability among stakehold- ers. As industries like healthcare, gaming, and financial services explore the boundless opportunities of net- work slicing, the GCC is on the verge of a new era of connectivity and in- novation. Embracing this transforma- tive technology will undoubtedly drive progress and propel the region towards a more connected future. width, network slicing can elevate the resolution of digital displays used by surgeons during such procedures. Healthcare organisations will in- creasingly demand network slices to guarantee uninterrupted connectivity, and CSPs must be accountable for delivering these essential services. The future of network slicing in the GCC According to the Telegeography report, The MEA region is home to 31.4 million 5G users. Saudi Arabia is leading the market in terms of users with over 11.2 million subscriptions at the end of last year. The future of network slicing in the GCC is promis- ing, with nearly all CSPs planning to 48 CEO MIDDLE EAST SEPTEMBER 2023 he Highlife Ladies Automatic is the perfect balance of classic, sporty and modern. Depending on your individual preference, it can also be customised by swapping the original bracelet for the rubber strap supplied with the watch. The Highlife Ladies Automatic models feature the hours, minutes, seconds and date at 3 o’clock. Hands and applique hour markers are tinged with luminescent material, the last of them, positioned at 12 o’clock, is always doubled – another Highlife signature detail, the only choice for those for whom the right time is fi rst and foremost… theirs! The automatic movement offers a 38-hour power reserve, and a see-through case back The Highlife Ladies Automatic models have a 34 mm case, available in various materials Living the high life T BY CEO MIDDLE EAST STAFF The Highlife Ladies Automatic from Swiss luxury watchmaker Frederique Constant is the result of the perfect combination of classic, sporty and modern will allow you to admire the beauty of the movement. The Highlife Ladies Automatic models have a 34 mm case, available in various materials. The lack of horns allows for greater fl exibility and helps the watch sit naturally on the wrist. The integrated design is infi nitely more complicated to conceive than any strap with horns. 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Refl ecting a deliberately minimalist approach striking a beautiful balance between taut lines and curves, it asserts its personality through slender cases radiating an elegance inspired by 1950s Vacheron Constantin models. The Patrimony collection reinterprets the unparalleled heritage of Vacheron Constantin in an understated, contemporary way. Born out of the effervescence of the 1950s, today it is the symbol of renewal – an ode to the essential. Discretion and perfection: These are the fi rst words that come to mind to $6,950 The price of Frederique Constant Highlife Ladies Automatic watch $90,660 The price of Vacheron Constantin Patrimony Perpetual Calendar Ultra Thin 41mm in Pink Gold UNCOMPROMISING ELEGANCE Information courtesy of Frederique Constant Information courtesy of Vacheron ConstantinNext >