Panda is Saudi Arabia's largest grocery retailer. When customers had questions, the path to an answer went through human support — over phone or live chat. The team wanted to move that interaction into the app, in Arabic, with the kind of contextual help that knows the product catalogue.
We built and integrated a conversational AI agent that handles natural-language search in Saudi Arabic dialect, converts recipes into a basket of ingredients from a single message, and answers customer questions from Panda's own knowledge base. When it doesn't know, it hands off cleanly to a human agent.
What we shipped in 8 weeks
- Natural-language search in Saudi Arabic dialect, across a live product catalogue
- Recipe-to-basket conversion from a single text message
- Customer support answered from Panda's own knowledge base
- Smart handoff to a human agent when confidence is low
- Built and integrated across Android and iOS in 8 weeks
“A customer can describe a meal in Arabic and leave with a full basket, without talking to anyone.”
The agent is live and integrated. We're now in an iteration phase with Panda's mobile and operations teams, tracking adoption, containment rate, and basket conversion. The numbers will publish once the post-integration review is complete.
