Retail & E-commerce · Worked scenario
“Customers want to buy on WhatsApp, and our systems were built for a checkout page.”
AI agents and automation for retail and e-commerce in Dubai, the UAE and the GCC. Stock, size, delivery and returns questions arrive in chat and are answered by hand, or not at all after hours. Fifty stores report in fifty spreadsheets.
What it costs you today
- 40 to 60% of e-commerce support tickets can be “where is my order”, in figures from the shipping-software firm ShippyPro; answering one by hand can cost about four to twelve dollars, in figures summarised by ReadyCloud²
- About 15.7% of UAE retail sales were e-commerce in 2025, when online sales reached AED 42.2 billion¹
- 1 in 2 consumers switch to a competitor after a single bad experience, in Zendesk’s benchmark data³
The money leaks twice: the sale never closed, and the hour spent saying where the parcel is.
UAE e-commerce reached AED 42.2 billion in 2025, about 15.7% of retail sales¹. “Where is my order” can be 40 to 60% of e-commerce support tickets, in figures from the shipping-software firm ShippyPro; answering one by hand can cost about four to twelve dollars, and 69.7% of shoppers are less likely to buy again when they are not told about a delay, in figures summarised by ReadyCloud². More than half of consumers switch after one bad experience, in Zendesk’s benchmark data³. The head of e-commerce is measured on acquisition cost, order value, lifetime value and repeat rate; every unanswered chat moves all four the wrong way.
◇ order · □ store
What they tried
A bigger service team in peak season. Costs rose with volume, and the stores stayed invisible.
What we build
The First System: a selling agent on Instagram and WhatsApp connected to live inventory and the courier feed, reserving, taking payment, booking collection, and resolving order status end to end. It grows into the store network on one board, exceptions first, and bilingual product content at the speed of the range.
What a Tuesday looks like
- 20:30
A shopper asks if a style is in her size at Dubai Hills. It is reserved, paid and booked for collection.
- 09:15
180 overnight status questions were answered from the courier feed. The twelve real problems are in the queue with context.
- 10:00
Fifty stores on one board, two stock-outs on a promoted line at the top.
- 14:00
Forty new products have English and Arabic descriptions queued for approval.
What changes
Selling inside the conversation
Before Stock and size questions answered by hand.
After Live inventory checked, the item reserved or paid, click-and-collect booked.
Where is my order? Answered
Before Status and returns swamp the service team.
After Common cases resolved end to end; the rest escalated with full context.
The store network, live
Before Fifty stores, fifty spreadsheets.
After Every store on one board, exceptions first.
Catalogue at speed
Before New products wait weeks for descriptions.
After English and Arabic product content drafted to brand rules, approved by a person.
Every agent we deploy says it is an AI, and a person can always take over.
What we measure
Conversation-to-order rate, cost per service contact, repeat purchase rate, time to live for new products, store exceptions resolved.
What this needs from you
- Inventory, order and courier access.
- Brand and tone rules.
- WhatsApp Business and Instagram.
Delivered through
Questions a careful buyer asks
- What do you build first?
- The First System: a selling agent on Instagram and WhatsApp connected to live inventory and the courier feed, reserving, taking payment, booking collection, and resolving order status end to end.
- What does it need from us?
- Inventory, order and courier access. Brand and tone rules. WhatsApp Business and Instagram.
- What do you measure?
- Conversation-to-order rate, cost per service contact, repeat purchase rate, time to live for new products, store exceptions resolved.
Sell where your customers already talk, and see every store and every order in one place.
Tell us about your business Talk to an engineer
Our AI consultant gathers the details and passes a report to one of our engineers, who replies by email, WhatsApp or phone.
Other sectors
Sources
- ¹ Emirates News Agency (WAM), citing EZDubai and Euromonitor: the size of the UAE e-commerce market in 2025, September 2026
- ² Kodif, citing ShippyPro and ReadyCloud: order-tracking (“where is my order”) statistics (a software vendor’s round-up)
- ³ Zendesk: customer service statistics, from Zendesk Benchmark data (a software vendor’s page)
Figures from the sources cited, checked on 6 November 2026. Studies from outside the UAE are named as such.
A composite built from the published figures cited and the systems this sector runs on, not a named client.