Speech models trained mostly on Modern Standard Arabic hear the news, not your customers. A caller from Riyadh, one from Cairo and one from Tunis produce three different sound patterns for the same request. Nateq transcribes and answers across those dialects, on calls and on the voice notes your customers actually send.
Gulf, Egyptian, Levantine and Maghrebi speech differ in vowels, speed and vocabulary. Transcription that assumes MSA turns ordinary sentences into noise, which is where most Arabic voice tooling loses the thread.
A large share of support in the region arrives as a WhatsApp voice note, not a phone call. Nateq reads them in the thread and answers there, instead of parking them for an agent to listen through later.
Callers drop English product names, numbers and dates into Arabic sentences without pausing. The transcript keeps both languages rather than mangling the switch into nonsense.
The voice agent answers from the same knowledge base as chat and email, so a policy you update once is what the caller hears — no separate script to maintain for the phone.
Every call is recorded, transcribed and summarised, so the next person to touch the ticket reads a paragraph instead of replaying eleven minutes of audio.
When a call needs a person, the agent receives the recording, the transcript and the summary together — the customer is not asked to explain it a second time.
Bring a phone line into the inbox, switch on WhatsApp voice notes, or both. Voice lands beside chat, email and social rather than in a separate system.
The voice agent answers from the same articles and policies as every other channel, so there is no phone script to keep in sync with the help centre.
Choose the topics that always route to a person and the point at which a call should transfer. The agent hands over the recording, transcript and summary with it.
Gulf, Egyptian, Levantine and Maghrebi speech, alongside Modern Standard Arabic. The distinction matters more in voice than in text: the same word carries different vowels and stress across regions, and a model tuned only to MSA mistranscribes ordinary requests.
Both. Voice notes are the more common shape of support in the region, so they are handled inside the same thread the customer sent them in, rather than being queued for someone to play back.
The transcript keeps both. Product names, order numbers and dates are routinely said in English inside an Arabic sentence, so treating the switch as an error would break most real conversations in the Gulf.
No. Voice reads from the same knowledge base as chat, email and social, so updating an article updates what callers hear. That is the point of running voice inside the same platform rather than bolting on a separate IVR.
Yes. The recording, the transcript and the summary travel with the escalation, so the agent picks up knowing what was already said.
Calls describes the channel — bringing voice and video into the shared inbox with recording and summaries. This page is about the Arabic language handling underneath it: which dialects are understood, and how mixed-language speech is transcribed.
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