FEATURE significantly when localisation efforts are weak. Localisation in the region involves more than simple translation, it requires deep cultural adaptation, dialect understanding and tailoring of customer journeys to local preferencess. Companies risk eroding customer trust and loyalty through disconnected interactions that feel impersonal or irrelevant. This leads to reduced conversion rates and retention, as generic experiences alienate hyper-niche segments, such as expat communities or regional dialects.
This complexity deepens when factoring in the GCC’ s rich variety of Arabic dialects, from Emirati and Gulf Arabic to Najdi Arabic. Each has distinct vocabulary, pronunciation and idioms that can confound NLP algorithms or voice AI design. These challenges go beyond word-for-word translation. AI models must be trained to handle contextual meaning, cultural nuance and even regional humour to avoid producing robotic or culturally tone-deaf responses.
Global insights from Gartner echo these concerns, revealing that customer engagement platforms excelling in localisation capabilities deliver superior satisfaction, retention and query resolution. Without robust adaptation, multichannel experiences fragment: customers deal with support lacking linguistic or contextual relevance, undermining connections. Automation, whether through AI or chatbots, fails to consider local idiosyncrasies, causing self-service and issue escalation for human agents, driving up costs and customer dissatisfaction. Gartner recommends detailed, personalised workflows that enable seamless escalation across languages and demographics; a blueprint increasingly vital as Generative AI( GenAI) integrates into CX for enhanced interactions in 2025.
e & enterprise’ s engageX platform helps organisations deliver consistent, personalised engagement across voice, chat and digital channels, with support for Arabic localisation that www. intelligentcxo. com
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