From Vision to Impact: Unifonic’s AI Leadership Accelerates With the Launch of Unifonic Intelligence at Seamless Saudi Arabia 2025

Unifonic, a leading conversational AI platform and SaaS provider in the Middle East, is showcasing its latest innovations as the Silver Sponsor at Seamless Saudi Arabia, taking place from November 17 to 19, 2025, at the Riyadh Front Exhibition & Conference Centre. 

At the event, the company is unveiling its agentic AI engine, Unifonic CX Intelligence, an advanced platform designed to transform every AI-powered customer interaction into a hyper-personalized, predictive, contextual, and human-like experience. 

The engine powers adaptive customer journeys from acquisition to retention through autonomous AI agents that act, learn, and orchestrate across communication channels, presented at the Kingdom’s largest event for innovation in payments, fintech, retail, e-commerce, home delivery, and digital marketing, which gathers more than 20,000 attendees and industry leaders from across the region and beyond.

Speaking on the sidelines of the event, Michaël Falorni, Vice President of Unifonic, said in an exclusive interview.

1- How does the unveiling of Unifonic Intelligence at Seamless underscore Unifonic’s leadership in AI-driven customer experience innovation?  

Unifonic Intelligence is an enterprise CX platform that is uniquely tailored to transform customer interactions and fulfil dynamic business requirements. The platform facilitates autonomous decision-making and task execution through two key facets: the ‘AI Control Center’, designed for governance and observability, and the ‘Agent Co-pilot’, which enhances agent productivity. Similarly, its content tooling feature automates campaign messaging, ensuring consistency in brand messaging.   

The platform provides high-impact agent assistance to elevate organisations’ content, policies, and brand voice. This reflects positively on wider marketing and customer support functions, enhancing the overall customer engagement journey from acquisition to retention. The platform’s Arabic language capabilities and adaptive models ensure regional adaptation while remaining responsive to specific business needs. This is crucial to championing regional impact by creating culturally relevant and linguistically accurate AI experiences for local users.  

As a dynamic event that convenes CX leaders, integrators, and procurement teams from across the region, Seamless Saudi Arabia 2025 is the ideal avenue to launch the platform. We will also run live demo sessions at the event to highlight the platform’s latency, compliance, and business outcomes in real time, showcasing our unified, localised, and highly personalised approach to customer engagement.  

2- How does Unifonic’s collaboration with HUMAIN and Groq strengthen its technological edge and accelerate innovation in AI-driven customer engagement?  

Our partnership with HUMAIN and Groq empowers us to facilitate sovereign hosting with operational controls and inference performance at scale.  

HUMAIN’s regionally hosted infrastructure and enterprise-grade operational controls help meet procurement and compliance requirements while reducing data movement, supporting auditability, and ensuring alignment with regional data residency rules. Similarly, Groq provides inference-optimized hardware and performance engineering suitable for low-latency, high-throughput model serving. Moreover, in Saudi Arabia, Groq operates in partnership with HUMAIN, creating a unified ecosystem for AI hosting and deployment.  

The collaborative capabilities of these entities allow us to run Arabic-tuned models in production with consistent response times, minimal jitter, and superior availability compared to typical multi-tenant cloud setups. It also helps us to rapidly deliver cutting-edge and high-performing AI products while ensuring data sovereignty and regulatory compliance. Furthermore, it strengthens our Arabic-first AI capabilities, addressing the linguistic and cultural needs of regional users. For customers, this results in measurable benefits such as lower latency, steady throughput under load, and enterprise-ready governance that supports compliance in data-sensitive industries.   

3- What measurable business outcomes can organizations expect to achieve through Intelligence, and how does it translate AI innovation into tangible value?  

Unifonic Intelligence’s unique conversational automation, agent augmentation and AI-driven content optimisation capabilities enable it to enhance both operational efficiency and revenue generation metrics. Companies can gain real-time insights into containment rate, average resolution time, conversion lift and campaign ROI using its built-in dashboards. The platform also provides exportable KPI reports that sales and operations teams can use to assess the commercial impact.  

Measurable outcomes facilitated by the platform so far include a reduction in average handling time by up to 15 percent, a 5 percent decrease in cart abandonment rate, and higher containment rates resulting from improved conversational flows. Moreover, personalised content and RAG-backed responses helped enhance conversion and campaign performance by 5 to 15 percent, while click-through and conversion rates for AI-optimised campaigns increased by 41 percent.   

These outcomes demonstrate an exponential reduction in operational costs and an increase in revenue from conversational funnels, with procurement teams gaining auditable evidence of value within just a few months.