AI-Powered Customer Operations for a UAE Grocery Retail Chain
Background
A leading UAE grocery retail chain was manually handling thousands of daily WhatsApp conversations covering order confirmations, delivery queries, payment issues, and complaints. Response times were inconsistent, resolution was slow, and costs were rising with every increase in order volume.
Challenge
Scale customer operations on WhatsApp without growing headcount, while handling complex multi-step issues such as partial refunds, substitute items, and delivery escalations - each requiring a different resolution path.
Solution
AIWA was deployed as a fully autonomous customer operations layer across their WhatsApp Business touchpoints. The AI handled the complete customer journey from order intake through to payment processing and complaint resolution, with custom logic for edge cases and automatic escalation to human agents only where necessary. Integrated with their order management and payment infrastructure.