Du And Netcracker Join Forces For AI-Driven Telecom Innovations At GITEX Global 2024

In a landmark collaboration unveiled at GITEX Global 2024, UAE telecom leader du and Netcracker Technology have joined forces to harness the power of AI-driven automation. The two companies signed a multi-year Memorandum of Understanding (MoU) to leverage Netcracker’s GenAI Telco Solution, aiming to transform service delivery, operational efficiency, and the digital customer experience across du’s extensive network. This strategic alliance underscores du’s commitment to the UAE’s National AI Strategy 2031, pushing the boundaries of telecom technology to elevate customer experiences.

This collaboration is a significant step toward integrating advanced AI capabilities in telecom. By using Netcracker’s GenAI Telco platform, du intends to automate complex processes and deliver a consistently enhanced customer experience. The partnership will drive innovation in several areas, including self-care solutions, multilingual support for automated digital interactions, and highly personalized customer assistance. This new AI-powered approach will streamline interactions and provide faster, more accurate responses to customers' needs.

“Our commitment to the UAE’s AI strategy has encouraged us to be forward-thinking and push the boundaries of what’s possible as we bring advanced technology to practical use cases within our business,” commented Fahad Al Hassawi, CEO of du. With this partnership, du aims to create applications that will provide clear benefits for customers, supporting the UAE's broader digital and AI transformation initiatives.

One of the key ambitions of this alliance is to design practical AI applications that improve customer engagement and satisfaction. Leveraging Netcracker’s GenAI Telco Solution, du will develop and implement use cases centered on automation and digital self-care, ensuring a seamless experience across its telecom and digital services. With Netcracker’s GenAI platform, du will be able to offer real-time assistance in multiple languages, tailored responses, and automated, self-service options that empower users while minimizing wait times and operational bottlenecks.

“Our revolutionary GenAI solution will allow du to create a truly digital experience for its customers,” said Andrew Feinberg, Chairman & CEO of Netcracker. Feinberg noted that the collaboration would bring about “real-world scenarios” that illustrate the benefits of advanced AI applications, setting a new standard for customer service in the telecom sector.

The collaboration with Netcracker is a forward-looking move by du as it continues to lead in the UAE’s transition toward a technology-driven economy. Netcracker Technology, a subsidiary of NEC Corporation, brings decades of experience and a robust track record in transforming telecommunications through innovations in 5G, automation, and digitalization. Their GenAI Telco Solution is designed to advance the telecom industry’s evolution, helping service providers transition from traditional telecom services to a broader, technology-focused offering.

This partnership aims to deliver benefits beyond du’s immediate customer base. By developing new AI-driven applications and automation processes, the companies aspire to set benchmarks for the industry and showcase practical implementations of AI that contribute to the UAE’s National AI Strategy. Through their combined expertise, du and Netcracker aim to shape a more efficient and customer-centric model for the future of telecom.

du’s alliance with Netcracker aligns seamlessly with the UAE’s broader vision for AI and digital transformation, set forth in the National AI Strategy 2031. As the UAE seeks to position itself as a global leader in AI, the telecom industry is pivotal in driving this vision forward. With AI embedded in telecom infrastructure and customer interactions, this partnership not only addresses operational challenges but also supports the UAE’s ambition to harness AI across sectors to improve quality of life and boost economic growth.

As this multi-year program takes shape, du and Netcracker’s shared commitment to technological innovation and customer satisfaction signals a future where telecom services are faster, smarter, and more efficient. This partnership is more than an upgrade in infrastructure; it’s a reimagination of how AI can redefine the customer experience in one of the region’s most dynamic and essential industries.