A Khaleeji-native assistant that deflects 30%+ in 90 days.

The CCO has publicly committed a 30% deflection number to the board. Missing it eliminates a year-end bonus pool. The BPO contract is up for renewal; failure to deflect locks in a higher per-seat rate for another three years. Two competitors have publicised their AI-deflection results in the press, and analyst notes are now asking whether this entity is behind. CSAT has been pressured for two consecutive quarters, so any programme that drops it further triggers an executive escalation.

Three production-failure patterns recur. First, Arabic ASR that was tuned on MSA collapses on Gulf-dialect audio — we measure WER deltas of 12 to 18 points on the same caller. Second, intent classifiers trained on FAQ trees do not survive customer phrasing once volume climbs above 50K conversations per month. Third, generative replies on transactional steps create compliance exposure that the second-line risk team will not sign off on.

We treat each of those as separate problems. Khaleeji ASR is solved with an acoustic adapter on Whisper fine-tuned on 1,800 hours of cleared Gulf-dialect call recordings. Intent and slot-filling run on customer-fine-tuned AraBERT-v2 and XLM-RoBERTa heads. Generation is constrained to paraphrase and explanation, never the money-moving step. Containment, CSAT and escalation reasons land in a Looker dashboard the operations team owns from day one.