Lessons Learned from Implementing Conversational AI in Utilities in the GCC

This IDC Perspective examines best practices for implementing conversational AI and is based on IDC's discussions with utilities companies operating in the countries that make up the Gulf Cooperation Council (GCC). The document describes AI implementation project challenges, outlines various approaches to tackling those challenges, and provides recommendations for companies that want to implement AI-based solutions."Conversational AI has been a key investment area for organizations across government, retail, finance, and utilities - primarily driven by an organizational priority to deliver differentiated customer value. Some organizations have embarked on this journey earlier than others and have accumulated significant know-how. Organizations should treat these projects in a strategic manner. Organization-wide alignment and implementing a change-management strategy up front are essential for the success of such projects in delivering continuous customer value." - Associate Research Director Melih Murat, IDC Middle East and Africa