< Previous30 edge_ july 2024 feature Transforming customer service with AI Inside Dyna.AI’s journey STARTUP By Sindhu V Kashyap Dyna.AI leverages advanced systems, analytics, and AI-based solutions to enhance efficiency and effectiveness in risk management and audience operations. With a global presence spanning Asia, the Middle East, America, Europe, and Africa, Dyna.AI serves a diverse clientele, including traditional banks, digital banks, fintechs, insurance firms, and other businesses. The platform addresses the need for a comprehensive, integrated solution for customer interactions across various channels. “Our focus on cutting-edge techniques fosters business innovation and drives transformation across various sectors,” Tomas Skoumal Chairman, Dyna.AI said in a conversation with edge/. Customer needs and commercial viability have shaped Dyna.AI’s evolution. Initially, there was reluctance to adopt AI for servicing calls, but its success in sales and collections proved its worth. The company’s leadership team boasts extensive experience in financial services, data analysis, and AI, with many executives having held significant roles at esteemed institutions such as Standard Chartered Bank, Citibank, JP Morgan, and FICO. “Our product development process involved extensive A/B testing to ensure the effectiveness of our models. The main challenge in servicing calls is that the customer initially controls the narrative, requiring the AI to understand and respond appropriately quickly,” Skoumal elaborated. Another important factor has been customer feedback, which has been instrumental in refining Dyna.AI’s solutions. “While customers appreciate the efficiency of AI for sales and collections, they still hesitate to use it for complex servicing calls. This feedback has driven us to enhance our models, focusing on minimising response times to under half a second to ensure a natural interaction experience,” he added. “Our product development process involved extensive A/B testing to ensure the effectiveness of our models”edge_ july 2024 31 feature The platform’s ability to integrate voice bots, chatbots, and digital humans with innovative decision tools optimises labour and operational costs. This holistic approach enables companies to automate up to 95 per cent of customer interactions, significantly reducing the need for human intervention in repetitive tasks. The solution is particularly beneficial for financial institutions but also applies to sectors such as telecommunications and travel. “Our approach is to offer a full suite of communication tools supported by smart decisions and scoring systems that enhance the effectiveness of customer interactions. This makes us unique in the market,” Skoumal noted. Looking ahead, Dyna.AI has plans to establish a formidable presence in the Middle East. Engagements are already underway with potential customers in Dubai, Riyadh, and Oman. The goal for the next six to twelve months is to secure two to three customers in each region, leveraging the power of word- of-mouth recommendations to expand their footprint. “Additionally, we are exploring opportunities beyond the financial sector, targeting industries such as telecommunications and travel with large customer bases that can benefit from our AI solutions. Our long- term vision is to become a leading provider of AI-driven communication solutions in the Middle East, helping companies transform their customer interactions and operational efficiency,” Skoumal concluded. As Dyna.AI’s journey is a testament to the power of listening to customers, embracing technological advancements, and continually striving for excellence and effectiveness. Product development begins with multiple A/B tests Dyna.AI’s ability to integrate voice bots with decision tools optimises costs Tomas Skoumal, Chairman Dyna.AI feature 32 edge_ july 2024 interview Establishing Dubai as an AI hub An exclusive interview with Deputy CEO of Dubai Future Foundation, Abdulaziz AlJaziri STARTUP By Sindhu V Kashyap edge_ july 2024 33 interview In conversation with edge/, Abdulaziz AlJaziri, Deputy CEO and Chief Operating Officer, Dubai Future Foundation talks about the foundation’s AI initiatives and the ‘Making in Emirates’ initiative. With a career spanning seven years at the foundation, AlJaziri has overseen the establishment of accelerators, the launch of academy research efforts, and the creation of a robotics lab. His work encompasses many projects preparing Dubai for a future of technological advancements and innovation. In this discussion, Abdulaziz AlJaziri shares his perspectives on the foundation’s efforts to integrate artificial intelligence (AI) into different facets of society, including art, literature, and coding. He talks about the importance of making AI accessible to everyone and highlights the significant role of the ‘Global Prompt Engineering Challenge’ in achieving this goal. Furthermore, AlJaziri addressed the concerns surrounding job displacement due to AI and outlines the foundation’s strategies for reskilling and upskilling the workforce. Tell us about the Dubai Future Foundation (DFF)’s work to advance technology and AI? During my tenure, we have made significant strides in various areas. We established accelerators, launched academy research efforts, and set up a robotics lab. These initiatives are part of our broader strategy to drive innovation and technological advancements in Dubai. We have undertaken numerous projects, from developing an R&D strategy for Dubai to formulating a comprehensive gaming strategy for the city. Our work spans multiple domains and aims to prepare Dubai for the future. We focus on the future of society, economies, and government, ensuring that Dubai remains at the forefront of global innovation. Today, we are here at the ‘Global Prompt Engineering Challenge’. The Make in Emirates event and initiative is a significant part of our efforts to establish Dubai as a centre for artificial intelligence. The challenge aims to explore how the government can help society leverage prompt engineering and AI in the best possible way. We are particularly interested in how GenAI can be integrated into art, literature, and coding. These fields have vast potential, and we believe that by promoting prompt engineering, we can enhance their development and usage. Coding skills will continue to be essential in the future. However, we also foresee a growing 34 edge_ july 2024 interview Dubai Future Foundation aims to make AI and prompt engineering accessible The Global Prompt Engineering Challenge, aims to integrate AI in society demand for prompt engineering skills across various sectors, including society, industry, and education. This challenge is an excellent opportunity to teach and show people the potential of AI, build excitement around it, and encourage skill development in this area. Interestingly, you’ve included art and literature in your initiatives. Why did the DFF focus on these areas? This is a question we often get. The cultural industry is incredibly important for Dubai and globally. While many people are familiar with coding, it is not as widely understood by the public. We can connect with a broader audience by focusing on art and literature. More people write and create visuals than code. Coding is vital, but we wanted to introduce prompt engineering as a tool and skill set for everyone, not just coders or engineers. It’s a skill that anyone can use. We aim to make AI and prompt engineering accessible to everyone, regardless of background. Art and literature are universal languages that resonate with people across different cultures and demographics. By integrating AI into these fields, we can demonstrate its potential in a relatable and engaging way for a wider audience. Moreover, art and literature are powerful mediums for expression and creativity. They can significantly benefit from the capabilities of generative AI. For example, AI can help artists and writers enhance their work, explore new creative possibilities, and reach new heights edge_ july 2024 35 interview in their craft. By promoting the use of AI in these fields, we are advancing technology and enriching our cultural landscape. Can you talk briefly about the Making Emirates initiative? The Making Emirates initiative is one of our key projects at the Dubai Future Foundation. Under the leadership of His Highness Sheikh Hamdan bin Rashid Al Maktoum, the Crown Prince of Dubai, we launched the Dubai Centre for Artificial Intelligence. This centre aims to establish Dubai as a global AI development and innovation hub. We developed the Dubai AI plan, which outlines our strategy for integrating AI into various sectors. The plan focuses on several key areas: government services, industry, education, and society. We aim to make Dubai a leader in AI by leveraging the latest technologies and fostering a vibrant AI ecosystem. One of our major initiatives is the establishment of Chief AI Officers in every government entity. These officers are responsible for ensuring that their teams are well-versed in AI and capable of deploying AI technologies effectively. We believe that the government will be a significant user of AI, and it is essential to have knowledgeable and skilled personnel to manage these technologies. His Highness recently launched the Dubai Campus at the Dubai International Financial Centre. This campus is dedicated to AI startups and aims to create a supportive environment for innovation and entrepreneurship. We have also developed an AI accelerator programme, which brings companies to work on government services and challenges. The program has already been successful, with several use cases being developed and implemented. Overall, the Making Emirates initiative is about building a robust AI ecosystem in Dubai. We want to showcase AI’s potential, encourage investment in AI-driven solutions, and create opportunities for innovation and growth. How do you see the Global Prompt Engineering Challenge evolving in the future? Moving forward, we want to integrate this skill set across all facets of society. We aim to involve schools, universities, governments, academia, and the private sector in using generative AI and prompt engineering. I encourage my team to use these technologies because the more we learn, the faster we can create content, making our work more efficient and timely. We’ve seen how technology has developed and improved over time, and we want to leverage it to serve our people best. The Global Prompt Engineering Challenge is just the beginning. We envision it growing into a significant platform for innovation and skill development. We can create a comprehensive ecosystem that supports AI and prompt engineering by involving different sectors and stakeholders. We plan to expand the challenge to include more categories and areas of focus. For example, we could explore the use of AI in healthcare, education, and environmental sustainability. These fields have immense potential for AI- driven solutions, and by encouraging innovation in these areas, we can make a significant impact. Abdulaziz AlJaziri, Deputy CEO and Chief Operating Officer, Dubai Future Foundation “Coding skills will continue to be essential in the future. However, we also foresee a growing demand for prompt engineering skills across various sectors, including society, industry, and education”36 edge_ july 2024 interview We also aim to increase participation and engagement by collaborating with international partners and organisations. By fostering a global network of AI enthusiasts, we can share knowledge, resources, and best practices, driving the development and adoption of AI technologies worldwide. There is much concern about job displacement due to AI. How does the Dubai Future Foundation address these concerns? It’s a valid concern, but history shows that every new technology creates new jobs and skill sets. We believe the same will happen with AI. While some jobs may be displaced, new roles like prompt engineers will emerge. We are already seeing AI teams expanding in government and new people being introduced to this technology. It’s crucial to embrace technological advancements to stay competitive. We must protect and build reskilling programs to help people transition into new roles and ensure everyone can find meaningful employment. Our approach to addressing job displacement involves several key strategies. First, we focus on reskilling and upskilling programs to equip people with the skills they need to succeed in the AI-driven economy. We work with educational institutions, training providers, and industry partners to develop comprehensive training programs that cover a wide range of AI-related skills. Second, we promote the creation of new job opportunities by fostering innovation and entrepreneurship. We can create a vibrant ecosystem that generates new jobs and economic opportunities by supporting startups and encouraging investment in AI-driven solutions. Third, we emphasise the importance of lifelong learning. In today’s rapidly changing world, individuals must continuously update their skills and knowledge. We encourage people to embrace a mindset of continuous learning and provide resources and support to help them stay up-to-date with the latest developments in AI and other emerging technologies. Lastly, we advocate for policies and initiatives that promote inclusive growth and ensure that AI’s benefits are shared broadly across society. We aim to create an environment that supports equitable access to AI technologies and opportunities by working closely with policymakers, industry leaders, and other stakeholders. Fostering a global AI network helps in knowledge transfer, and enhancement of best practicesthe voice of the digital revolution provocative. innovative. insightful. FOR COMMERCIAL ENQUIRIES Priyanka Pillai Group Commercial Manager T: +971 4 444 3399 M: +971 52 576 0260 E: priyanka.pillai@itp.com AN ITP MEDIA GROUP PUBLICATION www.edgemiddleeast.com38 edge_ july 2024 smartbuys From insight to automation The evolution of Riverbed IQ 2.0 AI By Sindhu V Kashyap edge_ july 2024 39 smartbuys Riverbed’s journey from IQ 1.0 to IQ 2.0 is a compelling narrative of technological evolution, driven by the need to keep pace with the rapidly changing IT landscape and the increasing complexity of digital environments. We look at how Riverbed IQ 1.0 has evolved, the key improvements introduced in IQ 2.0, and the plans for this innovative platform. Riverbed has always been at the forefront of enhancing the end-user experience and ensuring the reliability of delivered services. Initially, they focused on providing customers better visibility into their network performance and application delivery. This was crucial as organisations transitioned from purely on-premise setups to hybrid and cloud- based infrastructures. The tools effective in on- premise environments struggled to keep up with the demands of these new, complex environments. Riverbed IQ 1.0 was the company’s initial response to these evolving needs. It integrated data from various sources to provide comprehensive observability, enabling application teams to understand application performance and its impact on end-users. This platform was crucial for troubleshooting issues and ensuring a smooth user experience. However, as IT environments grew more complex, the limitations of IQ 1.0 became apparent. It was designed for simpler environments and lacked the flexibility and advanced analytical capabilities needed for modern challenges. “Riverbed IQ 1.0 was a significant step forward in helping our customers gain visibility into their IT environments,” said Charbel Khneisser, Vice President Solutions Engineering, EMEA. “But as the complexity of these environments increased, we recognised the need for a more sophisticated solution.” To address the need for a more advanced approach, Riverbed developed IQ 2.0, representing the next step in their evolution. The IQ 2.0 builds on the foundation laid by IQ 1.0 by introducing a more open architecture with enhanced integration libraries, enabling seamless interaction with third- party tools. This version incorporates advanced data science techniques and machine learning algorithms to provide more accurate and actionable insights. “With IQ 2.0, we wanted to create a platform that could handle the complexities of modern IT environments,” explained Khneisser. “This meant integrating advanced technologies like machine learning and ensuring that the platform could seamlessly interact with other tools that our customers were using.” IQ 2.0 introduces several critical enhancements over its predecessor. It features a more open architecture that allows seamless integration with third-party tools, enhancing visibility and reducing complexity for organisations using various vendor tools. Leveraging advanced machine learning algorithms Riverbed IQ 2.0’s advanced approach gives customers visibility to their IT environments Charbel Khneisser, Vice President Solutions Engineering, EMEANext >