du Partners with Microsoft to Transform Call Center Operations with AI

du, the UAE’s leading telecom and digital services provider, has announced an innovative partnership with Microsoft to enhance call center operations using advanced AI technologies. This collaboration, unveiled at the Mobile World Congress (MWC) 2025, aims to drive customer engagement and operational efficiency for du.

The AI Call Center Transformation initiative will leverage Microsoft’s generative AI and cloud services to deliver a highly personalized customer experience. Both companies are committed to addressing challenges such as national data privacy regulations, using hybrid cloud technologies to ensure compliance while maintaining innovation and scalability.

Diego Camberos, Chief Customer & Channels Officer at du, expressed excitement about the collaboration: “Through our collaboration with Microsoft, we’re setting new standards in customer service and operational efficiency. Leveraging Microsoft’s state-of-the-art AI tools enables us to anticipate and exceed our customers’ expectations in every interaction. Together, we are crafting a future where technology bridges meaningful, efficient, and personalized customer engagements.”

The AI-powered solutions will provide real-time call insights, post-call analytics, and automated VoiceBot support, ensuring compliance with national data privacy regulations. The solution also supports multiple languages, accommodating the UAE’s diverse, expat-rich population and ensuring excellent service across different languages.

Silvia Candiani, Vice President of Telco, Media & Gaming at Microsoft, highlighted the significance of the partnership: “We are excited to collaborate with du to bring innovative AI solutions to their call center operations. This partnership 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 boost customer satisfaction. The automated VoiceBot will handle routine inquiries, reducing call volume and allowing human agents to focus on more complex tasks. Additionally, AI-driven models will enable targeted retention strategies, increasing customer retention and creating new revenue opportunities.

The project also positions du to monetize these AI solutions, creating a new revenue stream. Leveraging insights from one of the largest datacenters in the UAE, du will help other government and commercial contact centers transform their customer experiences by offering these capabilities as part of their du Tech AI and cloud solutions portfolio. The partnership aligns with national data regulations, ensuring the highest standards of data privacy and security.

As part of this collaboration, du will focus on upskilling and reskilling its workforce to utilize AI and cloud technologies, with Microsoft providing training and resources to support the development of employees’ skills for the digital future.