Case studies

AI-Powered Customer Operations for a UAE Grocery Retail Chain

WhatsApp customer operations connected to order management and payment systems.

Company-reported results

Query auto-resolution

Order volume handled

Support cost reduction

Customer satisfaction

The challenge

A grocery retailer needed to manage rising enquiry volumes and complex fulfilment issues without proportional staffing growth.

AIWA handled orders, payment enquiries, and complaints, with tailored resolution paths and escalation to people when required.

AIWA · WhatsApp Business API · Payment gateway · Order management

Results are reported by IQLAB in its original case study .

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