AI Steps Into the Core of PR and Customer Service at Kuwait Conference
Kuwait's Public Relations Association hosted the International Conference on Artificial Intelligence in Public Relations and Customer Service, spotlighting how AI is moving from side projects to core operations. Backed by Minister of Information and Culture Abdulrahman Al-Mutairi, the event took place at the Kuwait National Library and drew strong participation from public and private institutions.
Across panels and case studies, speakers focused on how AI can sharpen institutional communication, streamline customer interactions and support faster, better decisions. The agenda blended strategy with execution: what's working, where the gaps are and how teams can upskill to keep pace.
What leaders said
Representing the minister, Ministry of Information Undersecretary Dr Nasser Muhaisen underscored the role of joint initiatives and skills-building for civil society and the private sector. He put it plainly: "Digital transformation is the foundation of administrative work, particularly in public relations in both government and private institutions."
Association Chairman Jassim Al-Nasrallah called AI a central factor in the success of PR and customer service departments, marking the association's 20th anniversary and recognizing the profession's momentum. Award judge and consultant Khaled Al-Khulaifi noted the strength of this year's competition across institutions and individuals.
Why this matters for PR and Customer Support teams
- AI is no longer experimental; it's setting the standard for response quality, personalization and reporting.
- Decision support is moving closer to the front line, giving PR and CS faster readouts on sentiment, risk and performance.
- Skills now define outcomes: teams that can brief, evaluate and govern AI tools will outperform those that can't.
Conference focus areas
- AI's impact on decision-making and institutional communication
- Modernizing public relations practices with data and automation
- Practical training and case studies to close execution gaps
Awards: Standout contributions
- Best Influential Figure in Community Awareness: Cardiology Consultant Dr Ibrahim Al-Rashdan
- Best Influential Company in Community Awareness: talabat Kuwait
- Best Service Application: Sahel app
- Best Public Relations Campaign: The Central Bank of Kuwait's "Let's Be Aware" program (Central Bank of Kuwait)
- Best PR Department - Government: Kuwait Fire Force
- Best Customer Service Department - Government: Public Authority for Housing Welfare
- Best PR Department - Private: Zain Kuwait
- Best Customer Service Department - Private: Boubyan Bank
- Best Figure in Media and Public Relations: Brigadier Nasser Abu Sulaib, Director General of the General Department of Security Relations and Media at the Ministry of Interior
Practical next steps for your team
- Audit high-volume touchpoints. Map FAQs, email templates, social replies and press workflows. Flag delays and repetitive work.
- Pick two quick wins. Examples: an AI-assisted response guide for agents and a media sentiment dashboard for PR. Time-box to 4-6 weeks.
- Tighten data feedback loops. Capture outcomes (CSAT, resolution time, media tone) and feed them back into prompts, playbooks and training.
- Set guardrails. Define approval rules for external messaging, privacy standards and a clear escalation path for sensitive issues.
- Upskill the front line. Teach prompt patterns, fact-checking, and how to review AI outputs with judgment.
Bottom line
AI is becoming a core workflow in PR and customer service across Kuwait's institutions. The organizations that treat it as a team capability-backed by training, guardrails and measurable outcomes-will set the benchmark for response speed, clarity and trust.
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