e& UAE and One Punch Solutions team up to build emotionally intelligent customer support
e& UAE has signed an MoU with One Punch Solutions to bring emotionally aware conversational AI into its customer care ecosystem. The goal is simple: service that feels human-quick, clear, and personal-without the friction customers usually expect from automation.
This isn't just another virtual assistant rollout. The partnership aims to blur the line between agent and AI, so customers get natural conversations, faster answers, and fewer handoffs.
What this means for support leaders
- Service that mirrors human tone and intent, so escalations drop and first-contact resolution goes up.
- Consistent experiences across app, web chat, voice, and social channels-no need for customers to repeat themselves.
- Built-in empathy and cultural sensitivity, essential for UAE's diverse customer base.
- Stronger operational control through clear routing, accurate responses, and tight feedback loops.
How it shows up in the customer journey
- Conversational AI at the front door for common requests: plan queries, billing, troubleshooting, add-ons, and appointments.
- Real-time sentiment and intent detection to adjust tone and pace on the fly.
- Seamless handoff to live agents with full context when a human needs to step in.
- Voice and chat parity, so customers get the same clarity whether they type or talk.
Design principles behind the rollout
- Empathy first: responses meet the customer where they are-frustrated, curious, confused-then move to resolution.
- Cultural fluency: language, dialect, and context that fit the UAE market.
- Truth over flair: accurate, auditable answers with transparent sources and clear next steps.
- Privacy and safety: strong guardrails, data minimization, and secure escalation paths.
e& UAE's CX leadership has been clear about the outcome: faster resolutions and higher satisfaction across the channels customers already use. One Punch Solutions adds real-time, empathetic AI agents that deliver precise answers without losing the human touch.
Metrics that matter (and how this move can shift them)
- First Contact Resolution (FCR): up via smarter triage and fewer repeats.
- Average Handle Time (AHT): down through guided flows and clearer intent capture.
- Containment Rate: up with better self-service completion and clean handoffs.
- CSAT and NPS: up as tone, timing, and accuracy improve together.
- Agent Productivity: up through context-rich escalations and fewer low-value touches.
What you can do now
- Map your top 20 intents by volume and cost. Target the ones with simple rules, frequent repeats, and low variance.
- Define voice and tone guidelines for AI, just like you do for agents. Include phrases to use and to avoid.
- Set up a feedback loop: tag failure modes (misread intent, tone miss, missing data) and fix weekly.
- Pilot in one channel, one segment, and one high-impact journey. Expand only when the metrics hold.
- Upskill your team on conversational design, prompt craft, and AI QA. It pays off fast.
Want a deeper primer on where AI is moving service KPIs next year? See this overview from McKinsey on AI in customer care here.
If you're building skills for AI-assisted support and conversation design, explore practical courses by job role here.
The bigger picture
For customer support teams, this partnership signals a shift: empathy and efficiency can live in the same flow. The playbook is straightforward-respect the customer's context, keep answers tight, and make escalation painless.
Do that consistently, and service starts to feel less like a queue and more like a conversation that actually solves something.
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