Ghada Ismail
Positioned at the intersection of conversational AI and enterprise automation, Amira AI Almost Human is a Germany-origin platform delivering AI-powered customer experience and sales solutions across the Middle East and Europe. Headquartered in Dubai and operating under AC Group Middle East, the company enables businesses to automate interactions across voice, chat, email, and messaging platforms in more than 120 languages, offering what it describes as a highly human-like AI interface.
Designed as an omnichannel automation layer, Amira’s technology integrates with enterprise systems to streamline customer service, qualify sales leads, and manage high volumes of interactions in real time. Its platform is used by over 150 enterprises, spanning industries where responsiveness and customer experience are critical, positioning the company as a key player in the growing adoption of AI-driven customer engagement solutions in the region.
In this interview, Andreas Willmers, CEO of Amira.ai Almost Human, discusses how the company is addressing long-standing inefficiencies in customer care, the evolving concerns around AI adoption, and the opportunities emerging in Saudi Arabia’s rapidly advancing digital economy.
What problem are you solving today by using different AI tools?
We are solving a wide range of customer care challenges. We position ourselves as one of the world’s leading AI and automation platforms, enabling companies to automate processes across voice, chat, and virtually any communication channel. Our platform connects from anywhere to anywhere, acting as an API layer before, during, and after every conversation.
A key issue we address is waiting time. Traditionally, when customers call an airline or similar service, they may wait up to 45 minutes before being assisted. With AI, we can pick up calls within 10 seconds and resolve up to 80% of inquiries without involving a human agent. In effect, companies gain access to a virtually unlimited workforce that can respond instantly while maintaining a human-like interaction.
Beyond customer care, we also support sales processes by qualifying large volumes of leads. For instance, in real estate, agents often struggle to reach potential clients. Our platform can contact and qualify an unlimited number of leads immediately, improving efficiency and reducing frustration.
Ultimately, customer service becomes faster, more accessible, and available 24/7 across all channels, whether WhatsApp, email, phone, Slack, or Telegram. With full context awareness, we can resolve issues more efficiently, resulting in higher customer satisfaction, improved net promoter scores, increased sales, and reduced operational costs.
What is the top concern your clients raise about AI, and how do you address it?
There are companies that are already highly prepared for AI and understand that it is not perfect and is still evolving. However, the primary concern we encounter is data security, which is especially critical when working with banks and large enterprises such as Vodafone, Volkswagen Group, and L’Oréal.
To address this, we implement strict security measures. Unlike some smaller providers that directly connect AI systems to CRM platforms, we always introduce a security layer in between. This ensures that AI never has direct access to the CRM. Additionally, within workflows, we define precisely what information the AI can request and what it can return. Proper orchestration and security layers are essential to maintaining data integrity and protecting sensitive information.
Are there any collaborations or partnerships your company is considering in the Saudi market?
We already have partnerships in place. Our solution is fully white-labelable, meaning partners can adopt our technology, brand it with their own identity, and offer it under their name. This significantly expands market opportunities.
Our platform covers the full ecosystem, including agentic capabilities, call analysis, agent training, and real-time assistance. In markets like Saudi Arabia, this model enables large IT companies—previously focused on equipping call centers or providing telecom infrastructure—to integrate our solution and offer it to enterprises under their own brand.
We are actively seeking additional white-label partners in Saudi Arabia, as well as large enterprise clients that are ready to transition to AI-driven automation.
In your opinion, which sectors in Saudi Arabia are most ready for AI transformation?
Sectors with high customer interaction are the readiest. This includes hospitality, real estate, banking, airlines, and insurance. These industries handle large volumes of customer inquiries and place significant importance on customer satisfaction. Wherever customer experience is critical, AI adoption becomes both necessary and highly impactful.
How does your company approach responsible and ethical AI deployment?
Since AI is not perfect, it is essential to implement oversight mechanisms. Our approach involves deploying a second AI system to monitor and evaluate the performance of the first. Every interaction is continuously assessed from a technical standpoint to ensure quality and accuracy.
For example, after each call, we analyze how the AI performed, what actions it took, and whether all queries were handled correctly. This constant monitoring ensures that the system maintains high standards and operates responsibly.
How do you envision AI shaping the broader business landscape in Saudi Arabia?
Saudi Arabia is a large and diverse market, and AI will inevitably impact every industry. Those who believe they do not need AI today are similar to those who believed they did not need the internet in the 1990s.
AI will enhance customer service, automate business processes, and enable faster, more efficient operations. Ultimately, it will lead to higher customer satisfaction and increased revenue across sectors.
