Lulu Hypermarket launches AI-powered customer experiences on WhatsApp

Lulu Hypermarket launches AI-powered customer experiences on WhatsApp

Lulu Hypermarket has launched Salem, a new AI-powered customer service channel available on WhatsApp. The platform enables customers to receive in-app purchase receipts, track online order deliveries and seek purchase-related assistance, all via WhatsApp. Additionally, customers in the UAE can order products for in-store pick-up using the same platform. Lulu Hypermarket has also introduced a loyalty programme via WhatsApp, making it one of the first retailers in the Middle East to do so. By enrolling in this programme, customers can access tailored offers based on their purchasing history. V. NandaKumar, director of Marketing and Communications at Lulu group, said: “Salem has considerably reduced the workload on Lulu Hypermarket’s customer support agents, allowing them to concentrate on more crucial tasks. Within four weeks of going live, it has successfully handled queries from over three million unique users on WhatsApp and will continue to scale up in the coming months. At the same time, it is capable of smoothly switching customer conversations to live agent support in the case of complex issues”. Raghu Ravinutala, CEO and co-founder, Yellow.ai, added: “Conversational AI-powered solutions coupled with conversational commerce on messaging channels such as WhatsApp are quickly and effectively changing the game of retail digital