Riyadh-based technology company Unifonic has transitioned its operations to become an AI-native CX platform to serve emerging markets. The company, which serves over 5,000 organizations, announced its strategic repositioning on July 9, 2026, alongside a redesigned corporate website. This shift marks a move from traditional communication platform services toward autonomous customer experience systems in the economy & business sector.
Features of the AI-native CX platform
The updated platform integrates diverse communication features into a single governance and control plane called Agentic Studio. Unlike legacy telecommunications platforms that add artificial intelligence tools onto existing systems, this architecture embeds technology directly at the core. Consequently, the system coordinates multiple agents to resolve complex workflows while maintaining compliance in regulated environments.
The platform uses a Human-in-the-Loop model to manage risks during autonomous execution. This structure allows artificial intelligence agents to collaborate with human teams in high-stakes environments. Furthermore, the system provides full auditability to meet strict regulatory requirements in sectors such as banking and finance.
Dialect Recognition and Performance Metrics
Notably, the repositioning follows the acquisition of SESTEK, a conversational artificial intelligence company with 25 years of research experience. This integration allows the platform to achieve a dialect recognition accuracy of 97% in English and 95% in Arabic. In comparison, generic global models typically achieve an average accuracy of 60% to 70% in regional dialects.
According to company data, the AI-native CX platform has achieved up to 85% automation and faster resolution times for customer issues. By resolving inquiries on first contact, the system allows human teams to focus on tasks requiring critical judgment. Meanwhile, the cloud-agnostic architecture uses proprietary regional data to support secure, localized operations.
Executive Perspectives on Autonomous Systems
“The cornerstone of this strategic repositioning is our ongoing integration of autonomous AI agents that can reason, plan and act independently. We are also re-engineering the overall service model so that enterprises are supported to orchestrate outcomes across every system and channel, transforming the overall customer experience into a competitive advantage for brands.”
Ahmed Hamdan, CEO and Co-founder of Unifonic
Karim Zaki, Chief Product and Technology Officer, stated that the agent framework allows enterprises to set high-level business goals. These goals are then achieved autonomously by artificial intelligence agents rather than through manual technical configurations. Additionally, the company uses its two decades of regulatory expertise to address compliance challenges in the public sector.
Future Outlook for Customer Engagement
The transition to an AI-native CX platform aims to support the entire customer journey from acquisition to retention. For example, autonomous marketing agents can plan multi-step strategies across channels while pausing for human review when necessary. As a result, organizations can transition from experimental automation to production-scale execution.
The company plans to deploy these agentic solutions to help businesses manage appointment bookings and support workflows. By focusing on goal-oriented development, the platform aims to deliver measurable returns on investment. Ultimately, this shift helps enterprises adopt autonomous systems with localized cultural fluency.
