Dubai woke to a promise on February 11, 2026: customer experience in the Middle East would no longer be stitched together from disconnected parts. On stage at the IDC CIO Summit – Middle East, Exotel’s Sachin Bhatia introduced Harmony, a unified, AI‑powered orchestration platform built to do one simple, difficult thing make conversations feel whole.
For years, enterprises across the region have wrestled with fragmentation: one tool for voice, another for messaging, a third for analytics, a fourth to manage AI, and a fifth to send escalations to human agents. Context slipped through the cracks. Customers repeated themselves. Compliance strained in high‑regulation markets like the UAE and Saudi Arabia. Costs rose, empathy fell.
Harmony flips the script. Instead of layering AI onto legacy stacks, it starts with an AI‑first, human‑assisted core. Voice, messaging, and AI agents operate inside a single orchestration layer that remembers sentiment, intent, and state in real time. Conversations travel with their context across channels, across teams, across time.
Agentic AI must work within a cohesive architecture—where context, supervision, and empathy come first.”
— Sachin Bhatia, Co‑Founder & Chief Growth Officer, Exotel
Under the hood, three principles guide everything: Intelligence, Unity, Harmony. The results are concrete: intelligent automation at scale, deep contextual personalisation, and end‑to‑end observability. Exotel’s Agent Monitored Contact Center (AMCC) model keeps humans in the loop agents can watch AI‑led conversations and step in seamlessly. Conversational Quality Analysis audits every interaction for compliance, performance, and tone. OneAssist whispers next‑best actions and summaries to agents, cutting effort while speeding resolution.
The numbers tell their own story: up to 60% automation, 15–20% productivity gains, and 99.9% uptime with the governance and data sovereignty safeguards that Middle Eastern enterprises demand.
The timing is precise. With national agendas like Saudi Vision 2030 and the UAE National AI Strategy 2031 accelerating adoption, conversational AI across the Middle East & Africa is racing toward a USD 2.3 billion market by 2031. Globally, a billion AI agents could be at work by 2029. Harmony isn’t chasing that future; it’s preparing enterprises to run it without losing the human centre.
Backed by Exotel’s acquisitions of Ameyo and Cogno AI, Harmony blends contact centre strength, conversational intelligence, and cloud scale into one platform. It’s not just another tool. It’s a new operating rhythm for customer experience where AI does more, and customers feel more understood.
