stc Bahrain has launched Bayan, an Arabic-first digital contact centre platform designed to automate routine customer interactions and support human agents with real-time assistance, quality monitoring and sentiment analytics.
Announced at LEAP 2026, Bayan is scheduled to begin a phased rollout in the fourth quarter of 2026, with deployment across stc Bahrain’s customer care channels continuing through 2027. The platform is being developed with Nabeh, a subsidiary of Master Works, using the Baseer Platform.
stc Bahrain said Bayan is designed to resolve up to 70% of routine contacts without escalation and reduce average handling times by as much as 30%. These are target performance figures, not results from a completed full-scale deployment.
The system will support voice, chat and back-office operations, while helping agents with live information during customer interactions. It will also analyse conversations for quality and sentiment.
Bayan is built to understand Bahraini and wider Gulf Arabic across voice and text interactions, rather than relying only on generic Arabic translation. According to stc Bahrain, its data foundation is governed to comply with Bahrain’s Personal Data Protection Law.
Source: MEA Tech Watch
