Agreement integrates conversational AI that is culturally aware and sentiment driven
Dubai, UAE – October 2025 – e& UAE, the flagship telecom arm of global technology group e&, has signed a strategic Memorandum of Understanding (MoU) with One Punch Solutions to design next-generation AI-powered customer support experiences that effortlessly blend human empathy with machine intelligence.
This partnership is not just about developing AI-powered virtual assistant use cases. Driven by an obsession with offering a superior customer experience, it is about dissolving the boundaries between machine and human interaction. By integrating an emotionally intelligent conversational AI solution into e& UAE’s customer care ecosystem, the two companies aim to deliver experiences that feel natural, intuitive, and deeply personal.
“At e& UAE, we’re using AI not just to automate, but to replicate the warmth and empathy of human interaction,” said Chris Lipman, Chief Customer Experience Officer at e& UAE. “Our partnership with One Punch is about delivering customer support that feels natural and emotionally aware, because when technology speaks like a human, people feel truly heard. The outcome we’re focused on is simple: faster resolutions and higher satisfaction across the channels our customers use every day.”
The joint initiative will focus on embedding AI across e& UAE’s customer care channels, with a design philosophy that prioritises empathy, cultural sensitivity, and operational excellence. Customers will engage with AI that not only understands their needs, but mirrors human tone and emotional depth, creating a support experience that feels indistinguishable from speaking to a live agent.
“Customers want conversations that are real and trustworthy. Our AI agents connect with empathy and deliver accurate solutions in real time. And we’re proud to support e& UAE in their journey to set new standards for customer experience,” said Vaha Malsk, Founder & CEO of One Punch Solutions.
This MoU highlights e& UAE’s relentless focus on customer obsession and innovation, ensuring every interaction builds trust, deepens loyalty, and enhances the customer experience by applying technology thoughtfully and always with the customer’s needs at the centre.
About e&:
e& is a global technology group committed to advancing the digital future across markets in the Middle East, Asia, Africa and Europe. With the group’s financial performance in 2024 showing a consolidated revenue of AED 59.2 billion and a net profit of AED 10.8 billion, e& continues to maintain its position as a financial powerhouse, reflected by its strong credit rating and solid balance sheet.
Founded in Abu Dhabi over 48 years ago, e& has evolved from a telecom pioneer into a technology group. Its footprint now spans 38 countries, offering a comprehensive portfolio of innovative digital services ranging from advanced connectivity, entertainment, streaming and financial services to AI-powered solutions, cloud computing, ICT, cybersecurity and IoT platforms.
The Group is structured around five core business pillars: e& UAE, e& international, e& life, e& enterprise and e& capital, each catering to distinct customer and market needs. These pillars empower e& to lead in various sectors, from telecom and digital lifestyle to enterprise services and venture investments. The ongoing strategic investments in AI, IoT, 5G and cloud services reinforce its leadership in the global technology landscape, driving the future of smart connectivity and innovation.
Driven by innovation, sustainability and a commitment to digital empowerment, e& is set on creating a smarter, more connected future for individuals, businesses and communities.
About e& UAE:
e& UAE is the flagship telecom arm of e& in the UAE, built on a 5-decades legacy of connectivity excellence. Our mission is to deliver world-class superior connectivity experiences that fuel the UAE’s future-focused innovation.
Leveraging the latest world-class technologies, e& UAE aims to transform lives and industries, turning every connection into an opportunity for growth and every interaction into a transformative possibility.
We are focused on expanding our core services and digital marketplaces by enriching consumer value propositions that cater to new lifestyles and emerging demands beyond core telecom services, including health, insurance and gaming.
As a trusted enterprise partner, e& UAE continues to power entire industries with 5G and AI, delivering a tailored ecosystem of solutions to meet their connectivity needs and more, empowering them to automate, innovate, transform, and scale.
Strengthening our leadership position as an AI-powered telco, e& UAE delivers seamless connectivity, cutting-edge AI solutions, and sustainable innovation to uplift people and communities, and empower businesses and industries, so everyone thrives in a digital-first world.
About One Punch Solutions:
One Punch Solutions is a global solution provider with a decade of experience delivering innovative technology projects across industries. With 200+ experts in over 10 countries and a portfolio of more than 600 projects delivered for leading brands including Accenture, Coca-Cola Enterprises, Mondelez International, Publicis, Ogilvy, Toyota, Mercedes, among others.
Headquartered in the EU with regional offices in the UAE, One Punch combines its proven track record in technology solutions with a dedicated AI department to pioneer next-generation conversational and generative AI. The company is committed to building AI-native products that enhance customer engagement and business growth. Its flagship platform, Callevate.ai, transforms customer interactions through emotionally intelligent AI phone agents that connect with empathy, deliver accurate real-time solutions, and scale customer care beyond traditional contact centers.
