Ooredoo Introduces Avatar AI Assistant to Improve CX

Ooredoo, Qatar’s leading telecommunications provider, has taken a major step forward in its digital transformation journey by expanding the reach of its AI-powered assistant, Obot, to retail customers. This enhancement strengthens the company’s position as a frontrunner in AI-driven customer experience. Initially launched to serve users on the Ooredoo app and website, Obot is now accessible across several social media platforms—including X, Facebook, and WhatsApp—ensuring that customers can receive support seamlessly, wherever they choose to engage.

This latest rollout introduces a new Avatar experience, powered by GPT Real-Time Voice and Azure AI Services. The addition of advanced real-time voice capabilities enables Obot to deliver natural, human-like conversations, elevating the quality of digital interactions. By integrating Dynamics 365 Omnichannel and Azure AI Foundry, Ooredoo ensures that Obot provides intelligent, personalized, and scalable assistance across all digital touchpoints.

With this upgrade, Obot now offers a broader suite of services tailored specifically for retail users. The assistant can deliver instant responses, proactive guidance, and continuous engagement across platforms without interruptions. The combination of avatar technology, real-time voice responses, and omnichannel continuity creates a more immersive and intuitive customer experience. This marks a significant milestone in Ooredoo’s ongoing efforts to innovate and redefine how customer care is delivered through AI.

Looking ahead, Ooredoo plans to evolve Obot into a fully intelligent companion available through text, voice, and even physical avatar formats. This vision is built on three foundational principles: Action over Answers, which focuses on helping customers complete essential tasks rather than just accessing information; One Mind, Many Bodies, a philosophy that ensures a unified AI experience across web, app, IVR, retail environments, and wearable devices; and Trust by Design, which guarantees transparency, safety, and explainability in every user interaction.

Highlighting the significance of this expansion, Sheikh Ali bin Jabor bin Mohammad Al Thani, CEO of Ooredoo Qatar, said, “The extension of Obot to retail customers and its availability across multiple channels marks a new era in customer engagement. By combining GPT-powered intelligence with Azure AI and real-time voice capabilities, we are delivering an experience that is smarter, faster, and more human. This innovation reinforces our commitment to supporting Qatar’s digital transformation and setting new benchmarks for service excellence.”

Emphasizing Microsoft’s support, Ahmad El Dandachi, General Manager, Microsoft Qatar, stated, “We are proud to collaborate with an innovation leader like Ooredoo. By leveraging Azure AI Services, Dynamics 365 Omnichannel, and GPT technology, Obot exemplifies how AI can transform customer interaction. Our partnership showcases how forward-thinking organisations like Ooredoo are shaping the next era of customer experience across Qatar and beyond.”

With Obot’s evolution, Ooredoo continues to demonstrate leadership in deploying next-generation technologies that connect people with innovation, further solidifying Qatar’s role as a center for intelligent digital transformation.