Amazon Web Services (AWS) announced recently a new collaboration with Virgin Mobile UAE to advance telecommunications services through AI innovation. The initiative focuses on implementing AWS Generative AI (GenAI) solutions for identity verification and customer support operations, enabling faster and more secure services.
The roll-out leverages GenAI services on AWS to deliver two integrated solutions: fraud-resistant ID verification and an AI-powered conversational assistant that autonomously resolves customer support queries. With this implementation, Virgin Mobile was able to significantly reduce SIM card activation times and eliminate manual processing.
“Adopting AWS GenAI solutions like SageMaker represents a milestone in Virgin Mobile UAE’s digital journey,” said Dr. Imran Shaikh, Technology Director at Virgin Mobile UAE. “It enables us to redefine customer services in telecommunications, and sets a model for how providers across the UAE can modernise operations through GenAI.”
Driving security and efficiency
Advancing digital security practices, Virgin Mobile UAE’s AI-driven ID verification system achieves a 98% success rate in document authentication while providing robust fraud prevention. Operating in real-time, the system automatically completes customer verification and supports Virgin Mobile’s compliance with the UAE telecommunications sector’s Know Your Customer (KYC) requirements.
Virgin Mobile UAE’s conversational AI platform is currently able to resolve 25% of customer calls without human intervention, handling routine inquiries with greater speed and consistency. Powered by Natural Language Processing (NLP), this system delivers round-the-clock, instant assistance, improving response times and helping customers to access solutions quickly and effectively.
“Virgin Mobile UAE’s deployment demonstrates the innovative power of GenAI solutions in a regulated industry,” said Chris Erasmus, Country Manager, UAE, Rest of Middle East and North Africa at AWS. “AWS GenAI allows Virgin Mobile to build intelligent assistants that can make multi-step decisions, perform complex tasks, and create frictionless customer experiences. This implementation demonstrates how telecommunications providers can use AWS GenAI to enhance efficiency and improve customer outcomes.”
Integrated GenAI infrastructure
Virgin Mobile UAE’s AI-powered verification and support solutions integrate AWS SageMaker with Optical Character Recognition (OCR), Application Programming Interfaces (APIs) and NLP engines to manage both ID verification and support interactions seamlessly. This integration creates a single, cloud-native customer experience that Virgin Mobile UAE can use to prevent fraud, improve service, and ensure compliance.
At the heart of this technology, these GenAI solutions are designed to perform multi-step tasks autonomously—from verifying documents against fraud databases to understanding customer intent and resolving complex support issues. For the telecommunications industry, this capability represents a paradigm shift, giving providers the tools they need to build highly scalable, secure, and responsive operations that can adapt to customer needs in real time.
Through this comprehensive implementation of GenAI solutions across its operations, Virgin Mobile UAE demonstrates how telecommunications providers can enhance automation while maintaining their security and compliance programs.
