Empowering Saudi Arabia’s Vision 2030 with Conversational Solutions

Driven by the ambitious goals of Saudi Vision 2024, Gupshup Conversations embodied the Kingdom’s commitment to fostering innovation, technology, and digital transformation. The event welcomed over 130+ attendees, customers and partners, and thought leaders, to explore industry topics including Conversational AI, monetization opportunities, and the transformative power of the Conversations.

Here’s a recap of the highlights and what made this gathering a milestone in the conversational AI and messaging space.

A Power-Packed Line-Up

The event kicked off with insightful keynotes from industry leaders who set the tone for the day. Our experts shared invaluable insights into how conversational AI is reshaping customer experiences across industries like retail, BFSI, telecom, and e-commerce. The discussions underscored the immense potential of conversational AI to simplify interactions and drive business growth.

The Gupshup Conversations event in Saudi Arabia brought together leading voices in technology, shedding light on the transformative power of the Conversational Internet and Generative AI. A lineup of distinguished speakers, thought-provoking sessions, and insightful panel discussions underscored the immense potential of AI and WhatsApp in reshaping customer experiences across the region.

Keynote by Beerud Sheth: Powering Growth in the Era of Conversational Internet

The event opened with an inspiring keynote by Beerud Sheth, CEO & Co-Founder of Gupshup, who delved into how conversational Internet is not just a channel but an enabler of growth in the digital-first era. Highlighting Saudi Arabia’s unique position as a rapidly evolving digital economy, Sheth showcased how businesses in the region are adopting conversational AI to create hyper-personalized customer interactions, streamline operations, and drive growth across sectors.

Meta Session 

Liliane Assaf, from Meta, explored the integral role of WhatsApp in reshaping digital commerce and customer engagement. As Saudi businesses increasingly rely on WhatsApp for real-time communication and transaction capabilities, the session provided actionable insights on how businesses can fully leverage WhatsApp’s API to enhance customer journeys.

Panel Discussion: Enabling Conversations with AI – Today and Tomorrow

A distinguished panel of industry leaders, including Herianto Iskandar, Maria H., Antonius Taufan, Bijay Ketan, and Amir Karimuddin, took the stage to discuss the evolution and future of AI-powered conversations. They shared insights into:

• How AI is transforming industries such as banking, retail, and healthcare in Saudi Arabia.
• The challenges and opportunities of AI-driven automation, particularly in culturally diverse markets.
• Predictions on how generative AI will shape customer experience in the next decade.

The discussion emphasized that while AI is enabling faster, smarter conversations today, the future lies in creating systems that predict and adapt to customer needs seamlessly.

Closing Session: The Future of Conversational CX and Thank You Note

Salim Ali, CMO of Gupshup, wrapped up the event with a forward-looking session on the future of conversational customer experience. He highlighted:

• The growing importance of AI in delivering exceptional CX.
• How Saudi businesses can unlock new opportunities by investing in conversational AI and WhatsApp-based solutions.
• A thank-you note recognizing the enthusiasm and engagement of attendees, reinforcing Gupshup’s commitment to driving innovation in the region.

A Platform for Collaboration

One of the most exciting aspects of the event was the opportunity to connect with a vibrant community of forward-thinkers. Attendees from enterprises, SMBs, and startups shared their challenges, success stories, and aspirations. The exchange of ideas was not just inspiring but also practical, as businesses discovered actionable strategies to integrate conversational AI into their operations.

Key Trends Discussed

1. Generative AI is Transforming the Industry

One of the hottest topics at Gupshup Conversations was the transformative potential of generative artificial intelligence (AI) in Saudi Arabia. Industry leaders highlighted the transformative potential of generative AI in reshaping customer engagement across sectors.

• AI-Powered Customer Support: Businesses in Saudi Arabia are leveraging generative AI to deliver smarter, faster, and more accurate responses, particularly in industries like retail, banking, and healthcare.
• Scalable Personalization: With Saudi consumers expecting tailored experiences, generative AI enables brands to create dynamic and hyper-relevant interactions at scale, ensuring higher satisfaction rates.

2. The Growing Role of WhatsApp in Saudi Arabia

WhatsApp dominates as a primary communication channel in Saudi Arabia, making its integration into business operations a crucial strategy.

• Consumer Preference: Over 21.46 million users are active on WhatsApp, making it the ideal platform for businesses to connect with customers.
• Seamless Integration: Case studies at the event showcased how brands use WhatsApp in their workflows for lead generation, order tracking, and post-purchase support, even on how you convert a lead faster with WhatsApp voice and messaging on the same channel.

3. Hyper-Personalized Conversations

Saudi customers value tailored and meaningful interactions, driving a shift towards hyper-personalized communication.

• AI Insights: Generative AI enhances personalization by analyzing customer data to predict needs, preferences, and behavioral patterns.
• Omni-Channel Alignment: Personalization extends across WhatsApp, SMS, email, and in-store experiences, ensuring consistency and delight at every touchpoint.

4. Seamless Payment Solutions

E-commerce in Saudi Arabia is booming, with WhatsApp emerging as a key enabler for end-to-end purchase journeys.

• Integrated Shopping Experience: Demonstrations at the event highlighted how customers can explore catalogs, receive tailored product recommendations, and complete purchases directly through WhatsApp using its secure payment capabilities.
• Expanding Reach: Enterprise businesses are tapping into WhatsApp to reach remote regions of Saudi Arabia, bringing the convenience of digital payments to underserved markets.

THANK YOU

Thank you once again for making Gupshup Conversations Saudi Arabia a landmark event. Together, we’re transforming the way businesses and customers interact, one conversation at a time. Stay tuned for more events, innovations, and opportunities to connect as we continue to shape the future of conversational AI.