Asiacell Unpacks AI Transformation in Upcoming Druid Webinar

The session moves beyond theoretical AI concepts to examine a live, large-scale implementation. Hisham Hajar, Director of Customer Care & Digital Self-Service at Asiacell, will join Hawbir Radha and Druid AI’s Cristina Calut to dissect the operational hurdles and design strategies behind their AI agent, Laila. The discussion aims to provide a blueprint for leaders in retail, finance, and utilities looking to replicate these results in complex, high-volume environments.

Attendees will receive the CX AI Playbook, covering the six-stage framework used to evolve Asiacell’s service model. The presentation includes a candid look at the human-centered design process—where staff spent time in call centers to map real inquiries before writing a single line of code—and the technical shift from basic FAQs to an agent capable of executing complex account management tasks. The final 15 minutes are reserved for a live Q&A, offering a rare opportunity to discuss specific implementation failures and the practical realities of managing human-AI handoffs at scale.