Experts warn AI decisions must remain transparent as adoption accelerates
Dubai: Artificial intelligence is already playing a major role in how customers interact with banks, telecom providers and airlines in the UAE, often operating quietly behind the scenes while human agents step in only when necessary.
Industry experts say many everyday digital services, from checking account balances to tracking parcels or rebooking flights, are already powered by AI systems designed to process high volumes of routine requests quickly.
Guru Sethupathy, General Manager – AI Governance at Optro, said AI has been embedded in low-risk interactions for years and is gradually expanding into more complex workflows.
“The reality is they already are. It’s just not always in ways they notice,” Sethupathy said.
He explained that most AI deployments today focus on transactional services, where automation improves efficiency without introducing major risks to customers.
Where the technology is advancing most rapidly is behind the scenes, where companies use AI to strengthen operations such as engineering, cybersecurity and software development.
“That’s actually a positive development, because while innovation accelerates in the backend, governance frameworks are maturing just as quickly,” he said.
Technology leaders say UAE companies have been among the early adopters of AI-driven customer services.
Zane Ulhaq, Head of MENA, Endava, noted that AI assistants are already widely used in public services and financial institutions across the region.
“In many cases they already are,” Ulhaq said.
He pointed to examples such as AI assistants used in government utilities and banking platforms to handle millions of routine requests.
Zane Ulhaq, Head of MENA, Endava
Customers have generally responded positively to automated services when they provide quick answers and eliminate long waiting times.
“In the Gulf’s fast paced markets, people often want answers instantly, not a call back tomorrow,” Ulhaq said.
Transparency remains critical, however, because misleading customers about whether they are interacting with AI can quickly erode trust.
“Customers don’t mind dealing with AI, but they will not tolerate being misled,” he said.
Source: www.gulfnews.com