Build the operation
Customer Service Agent with Human Handover
The Customer Service Agent with Human Handover is high-volume Arabic and English AI customer service for government, banks, insurers, logistics and retail in the UAE.
What it does
High-volume Arabic and English service across channels, built to the Central Bank’s AI guidance: governance, explainability and human oversight.
For government, banks, insurers, logistics and retail
- Answers only from approved content, behind your existing authentication
- Says it is an AI, in Arabic and English; a person reviews on request
- Sensitive cases handed to a person with the transcript
- Quality reviewed in both languages
In the worked scenarios
Government & Public Services
A policy-bound agent, then the service control tower.
Every channel, one case
Before Call centre, app, email and walk-in each keep their own record.
After An agent answers in Arabic or English from approved policy and opens one case. Directors see live volumes and SLAs.
Financial Services & Insurance
Claims intake, then an AI register.
Service with limits
Before Card and policy questions around the clock.
After Answered from approved content, authenticated, sensitive cases handed over.
Logistics & Supply Chain
A status agent, then the exceptions tower.
Status without the phone call
Before Three calls to assemble one answer.
After An agent answers from live tracking and books delivery slots.
How we engineer it
Human oversight.
Every agent says it is an AI. Handover is designed, not improvised: defined triggers pass a conversation to a named team with its full context. Actions with financial, legal or clinical weight wait for a person’s approval.
Security.
Untrusted content, whether an email, a web page or a customer message, is treated as data, never as instructions. We test for prompt injection before release and after every change. Secrets live in managed vaults, never in code or logs. Tenant and role isolation is enforced at the data layer, and every agent action is written to an audit log.
Questions a careful buyer asks
- What happens when the AI doesn't know?
- It says so, and hands the conversation to a named person with everything that was said. Every agent we deploy tells people it is an AI.
- Is this ready for a regulated business?
- We build to the Central Bank's AI guidance of February 2026, DoH and DHA policy and the UAE Personal Data Protection Law, with your advisers. Every system enters an AI register with its owner, tests and incidents.
In plain English
- Human oversight
- People stay in control: the AI hands over to a person whenever it should.
- prompt injection
- A trick where instructions planted in an email, web page or message try to make the AI do something it should not.
- Tenant and role isolation
- Each organisation's data is kept separate, so one can never see another's.
- audit log
- A permanent record of every action the AI takes, with what, when and why, so it can be checked later.
Where it fits
What the first system grows into: one live view, systems that talk, documents that read themselves, your own platform.
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.