- What opportunities will AI-based technologies bring to digital transformation processes?
Today, AI-based technologies have become one of the key directions of digital transformation. Organizations actively use these solutions to make faster decisions, improve service quality, analyze data more effectively, and optimize processes. The Artificial Intelligence Strategy for 2025–2028 approved by the President of the Republic of Azerbaijan also highlights AI development as a national priority. As a result, AI adoption will expand across both public and private sectors, accelerating digital transformation, improving governance efficiency, and enhancing the quality of services provided to citizens.

- In which areas do AI-powered contact centers create the most value?
AI-powered contact centers at iTech Group create significant value in government institutions, banking and finance, telecommunications, healthcare, utilities, and e-commerce. These technologies analyze incoming requests, identify user needs, and route them to the appropriate service. This results in faster processing times, reduced waiting queues, and higher customer satisfaction.
Modern AI solutions integrate with CRM, ERP, Billing, Ticketing, and Help Desk systems, forming a unified service ecosystem. For Unified Utility Centers, this approach enables centralized management of citizen requests, faster response times, and greater service transparency.
With 26 years of experience, iTech Group has successfully implemented numerous digital transformation projects. As both a software developer and system integrator, the company is able to tailor AI-based solutions to business requirements and integrate them into existing infrastructures.

- How do AI contact centers change the citizen experience in utility services?
Utilities play a vital role in everyday life, making fast and accessible services especially important. iTech Group develops and implements AI-based solutions that improve operational efficiency and accelerate digital transformation.
AI contact centers enable citizens to check bills, report outages or issues, track service status, and receive real-time updates on their requests.
Key advantages include:
• 24/7 uninterrupted service
• Efficient handling of peak-time requests
• Automatic registration of incidents and faults
• Automated responses to frequently asked questions
• Request categorization
• Automatic routing to relevant departments
• Service quality monitoring and analytics
• Real-time integration with utility systems

As a result, citizens receive faster and better services, while organizations improve efficiency and resource management.

- Will AI replace human labor?
I believe that artificial intelligence and human resources complement each other.
AI systems automate repetitive tasks, process large volumes of data, and provide instant responses, while humans focus on complex problem-solving, decision-making, and personalized interaction.
The most effective model is the combination of AI speed and human expertise.

- How will generative AI shape the future of contact centers?
Generative AI marks a new phase in the evolution of contact centers. These technologies enable better understanding of user requests, delivery of context-aware and personalized responses, and more natural communication.
In addition, generative AI can support operators by providing real-time recommendations, generating automated summaries of interactions, and improving overall service efficiency. As a result, contact centers will evolve from traditional support systems into strategic platforms for managing customer experience.

- What are the main future directions of AI development?

Advances in generative AI, automation, and data analytics will accelerate the implementation of innovative solutions and drive a new phase of digital transformation. AI technologies will enable more efficient, flexible, and user-centric service delivery, significantly contributing to organizational competitiveness and digital development goals.


Interview link: Marja.az