Batelco by Beyon’s AI-powered agent Basma has won the AI Exceptional Products and Services Achievement Award at the MEA Business Achievement Awards 2026, recognizing its role in transforming customer engagement through intelligent automation and personalized digital support.
The award, presented in Dubai, highlights the success of Basma in enabling faster, smarter and more efficient customer interactions at scale. Unlike traditional chatbots that rely on pre-set responses, Basma is designed to understand customer intent, conduct natural conversations and connect seamlessly with users across different touchpoints.
The AI-powered agent can also complete both sales and support actions in the background, helping deliver a smoother, more convenient and personalized customer journey while improving service efficiency.
Basma enhances customer service with AI-driven automation
Since its launch, the AI-powered agent has managed thousands of customer conversations every day, independently resolving inquiries and improving the overall self-service experience for customers. The platform has also helped reduce response times, streamline support processes and enhance operational performance while demonstrating the practical business value of artificial intelligence beyond experimentation.
By combining automation with intelligent decision-making, Basma showcases how AI can create measurable improvements in customer engagement and service delivery.
Image Credits: BNA | Cropped by GBN
The recognition reflects Beyon’s wider strategy of integrating artificial intelligence across the Group. As one of several AI-driven initiatives, Basma showcases how AI can function as a core business capability to drive innovation, improve operational efficiency and support business growth.
The MEA Business Achievement Awards recognize organizations across the Middle East and Africa for excellence in innovation, leadership and business transformation. The AI Exceptional Products & Services category honors organizations that have successfully implemented artificial intelligence solutions delivering measurable impact, innovation and enhanced customer value.
