du and Microsoft Team Up to Revolutionize Call Centers with AI
DUBAI, UAE – du, a prominent telecom and digital services provider, has announced a strategic collaboration with Microsoft. This partnership aims to revolutionize call center operations using advanced artificial intelligence (AI) technologies. The initiative, unveiled at Mobile World Congress (MWC) 2025, is a significant leap forward in enhancing customer engagement and improving operational efficiency.
This collaboration will focus on the AI Call Center Transformation, leveraging Microsoft’s generative AI and cloud services to deliver a highly personalized customer experience. Both companies are committed to operational excellence and customer-centric innovation. They intend to transform du’s contact center operations, addressing challenges such as stringent national data privacy regulations by using hybrid cloud technologies.
“Through our collaboration with Microsoft, we’re setting new standards in customer service and operational efficiency,” said Diego Camberos, Chief Customer & Channels Officer at du. “Leveraging the state-of-the-art AI tools from Microsoft enables us to anticipate and exceed our customers’ expectations in every interaction. Together, we’re crafting a future where technology serves as a bridge to more meaningful, efficient, and personalized customer engagements.”
The project will utilize cutting-edge AI technologies from Microsoft. These solutions include real-time call insights, post-call analytics, and automated VoiceBot support, all designed to comply fully with data privacy regulations. The solution will support many of the common languages used in the UAE’s diverse population, ensuring excellent service regardless of the language spoken by subscribers.
Silvia Candiani, Vice President, Telco, Media & Gaming, at Microsoft, added, “We are pleased to collaborate with du to bring innovative AI solutions to their call center operations. This collaboration underscores our commitment to empowering businesses with cutting-edge technologies that drive operational excellence and customer-centric innovation.”
By implementing these advanced AI solutions, du aims to improve First Call Resolution (FCR) rates, reduce Average Handling Time (AHT), and significantly enhance overall customer satisfaction. The automated VoiceBot, part of the subscriber copilot being developed, is designed to reduce the volume of calls to the contact center by handling routine inquiries and offering intelligent responses. This will allow human agents to focus on more complex issues.
Furthermore, the AI models will enable targeted retention strategies, with the goal of boosting customer retention and creating new revenue streams. The project also positions du to monetize the solution, offering these capabilities as part of its du Tech AI and cloud solutions portfolio to other government and commercial contact centers in the UAE. These solutions will ensure compliance with national data regulations, meeting the highest standards of data privacy and security.
As part of this partnership, du will focus on upskilling and reskilling its workforce to effectively use the latest innovations in AI and cloud services, ensuring they are prepared for the evolving demands of the digital landscape. Microsoft will provide essential training and resources to support du’s employees in adapting to the new technologies.
About du
du enhances daily living with its diverse portfolio of mobile, fixed, broadband, and entertainment services, plus innovative fintech solutions. Through its digital-first strategy, powered by reliable fiber optic and 5G technology, du offers customized solutions leveraging cloud computing, AI-driven analytics, advanced cybersecurity, and IoT integration. As a trusted digital telecom enabler within the UAE’s digital transformation, du collaborates with a dynamic partner ecosystem to drive industries and society towards operational excellence, aiming to shape a more connected and digitally advanced future across the region.
